Intercom Community

Intercom Community | Community

Skip to main content

Help Center
Academy
Developer Hub
Partner Hub
Hire an Expert

Create New Topic
Login

How Nuuly turned AI savings into higher pay for its support team

20 days ago

7,177 Topics
18,230 Replies
27,195 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|5 months ago

9581

Fin Office Hours – Register Now

Forum|Forum|8 months ago

12810

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

Forum|Forum|1 month ago

4200

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

T

Tony RomaNew Participant

Make Block-type Dynamic Content visible to the Articles API - Beta feedbackSubmitted

Block-type Dynamic Content is currently invisible to the Articles API; inline is partially visibleWe use the Articles API (get_article/update_article) to manage bulk content updates across our Help Center, and we ran a few tests to understand how Dyn

1

20

T

2 hours ago

B

Benjamin RodriguezNew Participant

Deploy Fin

We stop Fin AI after spending $12,000.

We’re going to stop using Fin AI. It’s a shame because the product itself is really good, but the pricing isn’t suited to marketplace business models like ours.With margins of around €1 per user per month (incl. VAT) and high volumes, the cost quickl

7365

A

5 hours ago

L

Lane DyeNew Participant

Allow custom email "From" Address for Customer ConversationsSubmitted

Allow custom "From" addresses when starting customer conversations from ticketsToday, agents can choose a custom "From" email address when starting a side conversation from a ticket, but not when starting a customer conversation. This option should b

4

70

L

6 hours ago

N

NateCyberSmartNew Participant

E-Mail PreferencesSubmitted

Over time I would find it helpful if there could be a separate function that allows us to tailor our email preferences more specifically. For example, it would be useful to have the option to distinguish between tickets/conversations and the more gen

1

60

N

7 hours ago

S

Sara JenisNew Participant

View full audience list from message audience rulesSubmitted

When I’m setting up an email, I can preview the estimated audience, but there isn’t an easy way to open the full list of users who match those rules.For example, if I have a message with a bunch of audience filters/tags, and I want to double-check ex

2

30

ParveshConnector

What happens when Fin gives a customer the wrong answer but nobody notices?

We've all spent time improving Fin's knowledge, testing answers and looking at resolution rates.But I'm curious about what happens after Fin actually sends the answer.Say Fin tells a customer:“Yes, you can get a full refund.”…but your actual policy d

424

10 hours ago

tommynorNew Participant

Add Ad Hoc Voice Messages Within Existing WorkflowsSubmitted

Hi Intercom team,We would love to see the ability to insert or override a voice message ad hoc within an existing phone workflow, without having to dismantle, edit, and later restore the workflow itself.Use case:There are situations where we need to

2

20

11 hours ago

P

PatrickPPNew Participant

Email Recipient count in workflowsSubmitted

Hello,We have auto reply workflow and need to reply only when [Email Recipient count] is 1sometimes we receive email with 40+ addresses in TO or CC and our workflow do reply to all these emails, we need to skip this and do not reply at all in such ca

1

40

P

11 hours ago

André WNew Participant

Train Fin

Customers just asking "agent" without giving Fin a chance 

Hi community 👋Has anyone found an effective way to handle customers who open a conversation by simply typing “agent”, without giving Fin / the AI Agent a chance to help?I’ve tried:general guidance encouraging self-serve first (minimal impact), and en

5389

12 hours ago

A

Audrey WareNew Participant

Product release intake: auto-flag impacted Help Center articles and update Fin’s knowledgeSubmitted

Auto-flag Help Center articles that go stale when we ship product updates, and suggest the edits needed. This would keep Fin's answers accurate and the knowledge base updated without manual audits/new fin guidance every release.How it would work: we

15

1403

12 hours ago

O

Opensurvey team (Amber)New Participant

Localisation/Languages

Search query character limit on the modern template

The search bar on the modern Help Center template doesn't return results for queries under 3 characters. For example, searching "플랜" (plan) or "가격" (price) returns no results, while "플랜이" or "가격은" (the same root word with a particle attached) works f

81

R

13 hours 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

783

N

1 day ago

C

Cameron BeriganNew Participant

Reporting

Independent Outcome Verification

For teams doing this reconciliation today — is it entirely internal, or does anyone use an independent third party to verify a sample of Fin-reported resolutions against backend evidence?I’m especially curious where the Fin outcome has a commercial c

60

C

1 day ago

R

Rock17New Participant

Mobile SDKs

Calendly Messenger Sheet fails with HTTP 400 on iOS SDK 19.8.2

Hi,We’re experiencing an issue with the Calendly integration inside the Intercom Messenger on iOS.The Calendly app is installed and configured in our Intercom workspace. The booking flow opens correctly and allows the user to select a date/time and e

341

4 days ago

M

mangahiveNew Participant

Fin Tips from Expert Users

How Can I Improve Schema Markup on My Website?

Hi everyone, I’m working on improving the schema markup on my website, but I’m not sure if I’m using the right structured data for all of my pages. I’d like to know which schema types are most useful for content-focused websites and how to avoid comm

150

M

5 days ago

P

Phil LoughneyNew Participant

Workforce Management

self‑only performance view in Workforce

self‑only performance view in Workforce (So an agent will only see their performance an not the whole team) - I believe this is in progress as per conversations with the Workforce team but just looking for an update.

701

R

7 days ago

J

Jamie ForbesNew Participant

Settings, Security & Permissions

Does anyone else experience SPF issue with Outlook?

Getting intermittent hard bounces from Outlook/Microsoft recipients:```550 5.7.515 Access denied, sending domain HELP.HUEL.COM doesn't meet the required authentication level.SPF=Fail, DKIM=Pass, DMARC=Pass``` Setup: domain SPF managed via Sendmarc, m

1672

S

8 days ago

J

jahirrayhanNew Participant

Welcome Party

Hello From Bangladesh

Hi everyone, it's Jahir from Analysis Vault. Over the years, I've realized that one of the best ways to deepen my own learning is by giving back to the community. I'm not here to pitch any services—just wanted to say a quick hello and let you know I

310

J

10 days ago

A

Adrian VargasNew Participant

Workflows

How to capture FIN AI response text in Workflows for SendGrid email forwarding?

We connected a POST API to SendGrid within our email workflow to capture FIN's response to users and store it as audit evidence in forwarded emails. However, we haven't found any parameter or attribute that exposes FIN's response text.Is there a way

341

12 days ago

P

ParveshConnector

Train Fin

Is Compliances Are Important ?

Hey Everyone, I just wondering some intercom users, I am working on Compliance Monitoring for Intercom users.

531

20 days ago

News & Updates

-

News & Updates

8 topics

Fin Product Area

Fin & Helpdesk Q&A

Fin

252 topics

Proactive Support

1079 topics

Helpdesk

791 topics

Knowledge Base

458 topics

Workflows

573 topics

Messenger

504 topics

Data

194 topics

Security & Compliance

156 topics

Operator & Copilot

0 topics

Phone

0 topics

Email

0 topics

Omnichannel

2 topics

Workforce Management

1 topic

Localisation/Languages

1 topic

QA (Monitors)

0 topics

Customer Agent

0 topics

Reporting

257 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

11 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

19 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

8 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

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