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Pioneer: A summit where CX leaders redefine what's possible

18 days ago

Fin Community

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18,151 Replies
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J

Julian BurkeNew Participant

Feature Request | 30-Minute Preemptive Logout Warning BannerSubmitted

The Problem Intercom’s 48-hour forced session timeout currently logs agents out without warning. If this happens while a teammate is actively on a live phone call, the connection abruptly drops mid-conversation, forcing customers to start over and c

2

benstokes743New Participant

Helpdesk

Intercom Automation Sometimes Fails to Trigger for New Conversations

I’m having an issue with an Intercom workflow where automation does not consistently trigger when a new conversation is created.What I’m seeing:The workflow is enabled and the trigger conditions appear correct. Most new conversations enter the workfl

273

11 hours ago

M

Michelle ChiuNew Participant

Create new Slack messages from Intercom interfaceSubmitted

Today, the only way to create a new slack message to a customer is through an Outbound Broadcast. That is super cumbersome. There should be a way to create a new slack message from the Inbox (Channel or DM), just like you can create a new convo or ti

1

Anna SchoferNew Participant

Stop changing the tab text when ANYTHING happens it is all false flags and very distractingSubmitted

I hate how the tab text changes if anyone messages in to a shared inbox when I have my Intercom tab open and am not on it. I basically have to never have intercom open so that I’m not getting constantly pulled away when just an email comes in to the

1

David CruzNew Participant

Speed in completing tasksSubmitted

Hello team,We were using the Operator to improve some FAQ articles, and it was able to identify some unique English-language articles that contained the word “participant.” Each of these articles has a Spanish-language equivalent, and all of them wil

1

NickvanVlietNew Participant

Helpdesk

Unassigned calls unable to pick-up

We've had multiple instances now that calls come in (get added to a team) but no-one can pick-up the call. Is configured, and we see a button in the conversation, but when we click on it nothing happens. Has anyone else experience this?

Jennifer BedardActive User

Enable Slack Integration for Slack Messages from BotsSubmitted

Currently, only slack messages sent by individual slack users are sent to Intercom via the Intercom + Slack app. We have some automated alerts in various slack channels that require attention from our support agents. These alerts are sent as message

1

Helen Bennie02New Participant

Helpdesk

Office Hours for ticketing reporting

We are having trouble with office hours not being taking into account for the ticketing reporting. For example, the report says the ticket was open for 1 day and 4 hoursWhen you look at the breakdown on the ticket it says:ticket open: 22/05 at 1:36PM

Ja/Ko D1 TLNew Participant

Option to make the CSAT comment field mandatory for low ratings, with a configurable minimum lengthSubmitted

Hi Intercom team What we'd likeAn admin-level setting that makes the CSAT comment field mandatory when a customer selects a rating at or below a configurable threshold. Today the comment box is always optional, so a large share of our low scores arri

6

Nick MirandaNew Participant

Apps & Integrations

Slack Integration CSATSubmitted

I’ve integrated Slack<>Intercom together so that clients can start conversations directly in Slack channels and Support can monitor said conversations via Intercom so nobody leaves their desired platforms.Issue is, it does not seem possible to

5

471

1 day ago

B

benstokes743New Participant

Helpdesk

Intercom Automation Sometimes Fails to Trigger for New Conversations

I’m having an issue with an Intercom workflow where automation does not consistently trigger when a new conversation is created.What I’m seeing:The workflow is enabled and the trigger conditions appear correct. Most new conversations enter the workfl

273

11 hours ago

N

NickvanVlietNew Participant

Helpdesk

Unassigned calls unable to pick-up

We've had multiple instances now that calls come in (get added to a team) but no-one can pick-up the call. Is configured, and we see a button in the conversation, but when we click on it nothing happens. Has anyone else experience this?

בן גטניוConnector

Fin occasionally inserts English words or foreign characters into Hebrew replies. How can this be prevented?

Hi everyone,We’re using Fin in Hebrew, but we keep seeing cases where Fin adds random English words inside Hebrew replies, even when those words do not appear in our Help Center articles or snippets.We also had a more serious case where Fin inserted

6006

1 day ago

S

Sandra W.New Participant

Workflows

Display Eligible Custom Answers in 'Show Conversation Events'

**Category:** Feature Request | Fin AI Agent | Workflows## ProblemWhen reviewing conversations in the Inbox using "Show conversation events," we can see *when* a Custom Answer triggered, but we have no visibility into:- Which other Custom Answers we

noahassanNew Participant

Train Fin

AI content readiness assessment for Fin

Hi everyone,We're exploring how to measure content readiness before syncing our website pages to Fin. We want to ensure our content is structured so Fin can parse it cleanly and pull accurate answers without losing context.We know about the optimizat

241

1 day ago

M

Marius IburgNew Participant

Fin FAQs

How to disable/edit Fin's automatic handoff message?

Hi all,Whenever Fin escalates a conversation to our Customer Support team, it automatically sends its own handoff message to the customer (something like "A colleague from our support team will take a look..."). We can't find any setting to turn this

814

2 days ago

J

josephpeterNew Participant

Workflows

How Can Intercom Help Improve the User Experience on a Gaming Website?

I’m working on a gaming website called BaixarGame and want to make it easier for visitors to find useful information and get help when they need it.For a website with many game pages, what Intercom features would you recommend for improving the user

jhonferyNew Participant

Workflows

Best Way to Manage Customer Support for a Gaming Website?

I’m working on a PC gaming website where visitors often have questions about games, installation, system requirements, and troubleshooting.For those using Intercom, what’s the best way to organize these types of questions? Would you recommend using a

josephferyNew Participant

Workflows

How Should a PC Gaming Website Organize Its Help Center?

I'm working on improving the support experience for a PC gaming content website and am considering Intercom for customer communication and self-service support.The website covers various types of PC gaming content, so visitors may need help finding g

Vitor Gomes da SilvaConnector

Mobile SDKs

Intercom Push Notification does not open the chat when cold start in SwiftUI

Hello everyone,I am facing an issue with Intercom Push Notification when it is a cold start (App is terminated, you receive a Push Notification and this notification will wake the App). While testing on Simulator that, if i am running my app from Xco

140416

V

3 days ago

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