Intercom Community | Community

Help Center
Academy
Developer Hub
Partner Hub
Hire an Expert

Create New Topic
Login

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

26 days ago

Fin Community

Connecting Customers, Product Experts, Developers and Fin Teams together

7,154 Topics
18,169 Replies
26,968 Members

Ask questions and find answers
Learn from experts
Connect and get inspired

JOIN THE COMMUNITY

Product Q&A

Find answers and get expert advice

Best Practices & Pro Tips

See top tips from users and Intercom team

Product Wishlist

Suggest ideas and share upvotes

User Groups

Join a user group and connect with peers

Learning Webinars

Get the most out of Intercom and Fin

Fin Q&A

Get inspired and engage in Fin discussions

News

Mastering Fin Procedures Course

Fin & AI

Forum|Forum|4 months ago

8591

Fin Office Hours – Register Now

Forum|Forum|7 months ago

11880

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

Forum|Forum|26 days ago

3350

Engage in Popular Fin Topics

Improving Fin AI responses to vague queries
How do you improve your confirmed resolution rate?
Allow Fin to adapt a custom personality
What is considered a good Fin resolution rate?
Ability to categorise Custom Answers by category

Recent activity
Help others
Categories

J

Judy CorreiaNew Participant

Escalation rule should evaluate and run before inital Fin intro messageSubmitted

Our workflow is setup so that Fin’s initial response begins with an introductory message (something like “Hi, I’m Fin Support’s AI Agent….you can ask to talk to the team at anytime.” Currently this message is also sent when a ticket requires immediat

1

100

J

1 day ago

tommynorNew Participant

Better Time Awareness in FinSubmitted

We’d love to see Fin gain a stronger understanding of time and business hours.For us, it’s important that Fin knows when our support team is open and when we’re closed. Today, after business hours, a customer can go through the following experience:F

3

501

J

1 day ago

Matej BosnjakNew Participant

Feature Request: Folder / Collection Structure for Intercom Audiences (Segments)Submitted

Hi everyone! SummaryWe are building a structured segmentation system covering 8 countries × 6 license tiers × up to 7 roles per tier, plus driver, EMS, and product-specific sub-segments. This will result in 150–200+ audience segments in Intercom.At

3

601

S

1 day ago

J

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

561

1 day ago

L

LaisNew Participant

Tips, Tricks and Workarounds

Custom outbound messages

Hi everyone! 👋I’m looking for some help from anyone in the community who has created custom outbound messages as personalized posts and implemented them in Intercom.I’d love to understand how you approached the implementation, specifically, what path

421

1 day ago

W

Wealth SupportNew Participant

Allow chat window to be fluidSubmitted

Current State: The chat window is locked in a specific location based on what is set. The user can only minimize it or close it out fullyAsk: Enable the conversation width to be fluidWhy is this important for end users? 1) It ends the close–peek–reop

1

110

W

1 day ago

J

JennaGNew Participant

Enable PKCE support for Salesforce integrationSubmitted

PKCE is a security extension for the OAuth 2.0 protocol in Salesforce that many organizations are using. Intercom’s Salesforce app doesn't support PKCE currently. If an organization has PKCE enabled for their Salesforce instance, that means they aren

1

170

J

1 day ago

F

Florent RousselNew Participant

Ability to define (and change) the primary contact of a ticketSubmitted

When a sales representative forward an email from a customer to our support email address, the ticket is created with the sales rep name rather than the customer user.When a customer sends an email to our support email address, with some colleagues i

7

1112

I

1 day ago

N

Nicholas LiewfattNew Participant

Helpdesk

Column persistence

Hello! Since view columns are stored locally in the browser’s cache, and clearing the cache resets the view columns' data to default, I developed a Tampermonkey userscript for my team to preserve selected/ordered table columns per view. Yesterday and

110

N

1 day ago

melzayatNew Participant

Welcome Party

Hello from Argentina!

Hi everyone!Really excited to be joining the group. I've been using Intercom for about 5 years now, and I really love it. I am a CX consultant for new and growing SaaS, and I currently help businesses implement Intercom in their accounts and make the

220

1 day ago

J

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

561

1 day ago

L

LaisNew Participant

Tips, Tricks and Workarounds

Custom outbound messages

Hi everyone! 👋I’m looking for some help from anyone in the community who has created custom outbound messages as personalized posts and implemented them in Intercom.I’d love to understand how you approached the implementation, specifically, what path

421

1 day ago

N

Nicholas LiewfattNew Participant

Helpdesk

Column persistence

Hello! Since view columns are stored locally in the browser’s cache, and clearing the cache resets the view columns' data to default, I developed a Tampermonkey userscript for my team to preserve selected/ordered table columns per view. Yesterday and

110

N

1 day ago

A

Anca LupituNew Participant

Deploy Fin

Confluence sync as public

Hi - I am sure some of you got into this issue, so any best practices are more than welcome. I want to connect Confluence to Fin as a content sources, however I can see that the articles in Confluence are automatically synced as internal articles. So

1712

2 days ago

J

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

721

G

3 days ago

C

Cole McCordNew Participant

Apps & Integrations

Requesting redirect URI allowlist for MCP DCR - Airia

Product or tool name: Airia (https://airia.ai)Exact redirect URI to review:https://auth.airia.ai/OAuth/callbackMCP endpoints targeted: both https://mcp.intercom.com/mcp (US) and https://mcp.eu.intercom.com/mcp (EU). We have EU-hosted customers whose

140

C

3 days ago

J

Jasmine BrownNew Participant

Deploy Fin

Fin Handoff Issue - Agent Replies not Appearing

Hi all,We're seeing an issue after conversations are handed off from Fin to Zendesk:Customer messages are successfully reaching Zendesk Conversations are being assigned to agents as expected Agents can reply from ZendeskHowever, the customer never re

1001

R

4 days ago

J

jackofalltradesNew Participant

Apps & Integrations

API visibility for admin‑initiated outbound emails before a reply

When an admin sends an outbound email from Intercom, the message exists as a message object but no conversation is created until the recipient replies. Because of this, the API cannot retrieve the outbound email via the conversations API (GET /conver

1295

J

4 days ago

E

Emelie HeikuraNew Participant

Fin Tips from Expert Users

Not receiving all customer emails

Hi all! This is my first post in this community 👋🏻Since we started with Intercom, we have had problems with customers saying that they have emailed us several times, but not receiving a reply. Some times, we have found out that they’ve misspelled the

231

4 days ago

M

Marie GouilliardNew Participant

Ask the Intercom Team about Fin

Fin AI MCP tool calling is taking too long - how to reduce this latency?

We’re building a personalized onboarding experience using a Fin Procedure and two custom Data Connectors.The customer first receives this static welcome message through an Intercom Workflow:Hi, I’m an agent designed to help guide you through the prod

160

M

4 days ago

News & Updates

-

News & Updates

8 topics

Fin Product Area

Fin & Helpdesk Q&A

Fin

247 topics

Proactive Support

1079 topics

Helpdesk

790 topics

Knowledge Base

458 topics

Workflows

570 topics

Messenger

503 topics

Data

193 topics

Security & Compliance

156 topics

Operator & Copilot

0 topics

Phone

0 topics

Email

0 topics

Omnichannel

1 topic

Workforce Management

1 topic

Localisation/Languages

0 topics

QA (Monitors)

0 topics

Customer Agent

0 topics

Reporting

256 topics

Tips from the Intercom Team

Getting started with Intercom

12 topics

Tips for Developers

7 topics

Intercom for Human Support

8 topics

Intercom for Automated Support

8 topics

The Workflow Recipe Book

8 topics

Fin Tips from the Intercom Team

15 topics

AI Transformation Stories

10 topics

Tips from Expert Users

Getting started with Intercom

1 topic

Use Intercom like a PRO

5 topics

Apps & Integrations

1 topic

Fin Tips from Expert Users

16 topics

Welcome to Intercom Community

Find best practices and guides about the Intercom Community

New Members

3 topics

Expert Users

5 topics

Expert Program Q&A

1 topic

Expert Profiles

7 topics

Ask your question

Hire an Expert

Meet our Community Champions!

Connect with Fin Experts, Consultants and Developers.

Tap into their expertise and elevate your experience!

Events calendar

User Leaderboard

The leaderboard has reset

Wondering what that means? It's your chance to make it to the top.

Become active

Show full leaderboard

The leaderboard has reset

Wondering what that means? It's your chance to make it to the top.

Become active

Show full leaderboard

Employee Leaderboard

Meet the Community Experts

Kevin Bendixen

Community Expert

Milan Markov

Intercom Certified Partner

Nathan Sudds

Community Expert

Connect, learn and share

Join a discussion group to connect with peers, learn, get inspired and share knowledge. Engage with like-minded Intercom customers, partners and experts.

Join a User Group



Company	Community	Get involved	Resources	Support

About	Getting started	User Groups	User tips	Forum Support

Customers	Community Guidelines	Idea Exchange	Academy	Help Center

Careers	Community Q&A	Developer Hub	Books and Webinars	FAQ

Newsroom	News & Updates	Service Partner Hub	Blogs and Podcasts	User Groups

Powered by Gainsight

Terms & Conditions Accessibility statement

Join the Intercom Community 🎉

Already have an account? Login

Intercom Customers and Employees

Log in with SSO

or

Username *

E-mail address *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Login to the community

No account yet? Create an account

Intercom Customers and Employees

Log in with SSO

or

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Fin Community

Mastering Fin Procedures Course

Fin Office Hours – Register Now

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

Engage in Popular Fin Topics

Hire an Expert

Events calendar

User Leaderboard

The leaderboard has reset

The leaderboard has reset

Employee Leaderboard

Meet the Community Experts

Connect, learn and share

Company

Community

Get involved

Resources

Support

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees