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Customer Service Transformation Report 2026

1 month ago

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Improving Fin AI responses to vague queries
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arupertNew Participant

Deploy Fin

Unrecognized Users

Hi All, We are attempting to use the Fin overlay on Zendesk Messaging. During several live deployment tests, we found that a quarter of our users are showing as ‘unrecognized’ which creates a duplicate profile in Zendesk. This wasn’t a problem when u

162

A

just now

Nathaniel UrquiaNew Participant

Train Fin

Ability to Rearrange Guidance

Ability to Rearrange Guidance. Make this section movable. This will help us Manage the old and new guidance better. Put an alphabetical option Include created by date or by person for better visibility (aside from change log) but change logs disappe

Russ CoxNew Participant

Apps & Integrations

Custom domain behind Cloudflare full strict SSL mode

I’m following the below document to set up a custom domain for our help centres but am unable to do so given HTTPS (manual setup) appears to not support our domain’s Cloudflare SSL mode (full strict). HTTPS (quick setup) is not available for our exis

3056

F

7 hours ago

Beth-AnnEmployee

Fin Tips from the Intercom Team

Use AI for content creation and optimization

You can use AI tools like Claude or ChatGPT to: Repurpose internal content: Quickly convert internal documents and product updates into customer-friendly Help Center articles. Review and rewrite: Rephrase content to match customer language.

1862

L

7 hours ago

Andrii FedykActive User

API & Webhooks

Intercom webhooks for AI Inbox Translations

Hello,We integrate with Intercom using webhooks. When an admin replies to a conversation, we receive the reply via the conversation.admin.replied webhook event.When AI Inbox Translations is enabled, we continue to receive the original replies through

814

12 hours ago

J

jodareanNew Participant

Test Fin

HFM Partner Code "30489892"

Using partner code "30489892" when signing up with HFM ensures your trading account is connected to a recognized global partner from the start. This guarantees that your registration is properly recorded within the system. The code helps activate ref

jodareanNew Participant

Fin FAQs

HFM Partner Code "30489892" – Best Global Code 2026 | Worldwide Active

When registering an account with HFM and entering partner code "30489892", your account is properly linked to an official global partner system. This ensures accurate referral tracking from the beginning. The code helps prevent registration without a

CadenNew Participant

Knowledge source not deleting despite multiple attempts

We setup a regular sync between our IC instance and an external website for industry-specific content/context. Filtered URL's to be specific to the pages we wanted, but it still resulted in nearly 25k+ pages being ingested; many of them were repeats/

AsyncQuery DevConnector

Apps & Integrations

What slows you down when routing conversations?

I just shipped a free app called Smart Routing - reads the conversation, suggests which team should handle it + tags. One click to assign.Now figuring out what to build next. Auto-routing? Priority detection? Custom rules?What actually wastes your ti

AsyncQuery DevConnector

Inbox

Built an App to Show Response Time Stats in Your Inbox Sidebar

Just released Conversation Metrics — an app that brings per-conversation performance stats into your Intercom inbox sidebar:First agent response time Median agent response time Time to assignment Customer avg response time Longest wait (with snippet

arupertNew Participant

Deploy Fin

Unrecognized Users

Hi All, We are attempting to use the Fin overlay on Zendesk Messaging. During several live deployment tests, we found that a quarter of our users are showing as ‘unrecognized’ which creates a duplicate profile in Zendesk. This wasn’t a problem when u

162

A

just now

Nathaniel UrquiaNew Participant

Train Fin

Ability to Rearrange Guidance

Ability to Rearrange Guidance. Make this section movable. This will help us Manage the old and new guidance better. Put an alphabetical option Include created by date or by person for better visibility (aside from change log) but change logs disappe

jodareanNew Participant

Fin FAQs

HFM Partner Code "30489892" – Best Global Code 2026 | Worldwide Active

When registering an account with HFM and entering partner code "30489892", your account is properly linked to an official global partner system. This ensures accurate referral tracking from the beginning. The code helps prevent registration without a

AsyncQuery DevConnector

Apps & Integrations

What slows you down when routing conversations?

I just shipped a free app called Smart Routing - reads the conversation, suggests which team should handle it + tags. One click to assign.Now figuring out what to build next. Auto-routing? Priority detection? Custom rules?What actually wastes your ti

Aidan LeeNew Participant

Mobile SDKs

Survey close button (X) unresponsive on iOS - touch events not registering

SDK Version: Intercom iOS SDK 19.4.1 Platform: iOS 26.1 Integration: Flutter (via intercom_flutter wrapper) Description: The close button (X) on surveys does not respond to touch events on iOS. Users cannot dismiss surveys by tapping the close bu

Mateo JNew Participant

Mobile SDKs

React Native SDK Issue: phone Field Not Updating While REST API Works Correctly

Hello community,I'm experiencing an issue when trying to update the phone field in the user profile using the React Native SDK from Intercom.When I send the user data through the SDK method, all other fields are updated correctly, except for the phon

muriloaguiarNew Participant

Knowledge

How to resolve 'missing alt text' error related to author images?

The author profile pictures are automatically added to every Help Center article, but only the images manually added to the articles allow alt text attributes. This means that every HC article has always at least one image missing alt text. How can t

Sharon TieuNew Participant

Train Fin

How to turn off images in AI responses

I’d like to request assistance with turning off the image replies feature for our Fin AI Agent. Currently, Fin automatically includes up to three relevant images/GIFs from our support content in its responses, but we'd prefer to have text-only repli

594

3 days ago

Nathaniel UrquiaNew Participant

Train Fin

Increase Guidance Limit From 100 to 150

Increase Guidance Limit From 100 to 150 or more… Hello Team, we have reached 100 Fin guidance limit in total for Chat/Email and Voice. Can you separate this limiter instead? I mean...Like 100 for Voice and 100 for non-voice?Of can you just increase t

161

3 days ago

A

Alex KingNew Participant

Messenger

Request a callback in Messenger?

Simply put with Intercom how can you create a method for a visitor to make a callback request?I know you can add Request a callback in a Phone workflow, how can I do it within Messenger?Thanks in advanced :)

80

A

4 days ago

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