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

15 days ago

7,178 Topics
18,227 Replies
27,152 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

9431

Fin Office Hours – Register Now

Forum|Forum|8 months ago

12720

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

Forum|Forum|1 month ago

4130

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

K

kmoreno4Employee

Fin testSubmitted

this is a test please ignore

0

40

K

40 minutes ago

M

Melissa MontesNew Participant

Enable Audience-Specific Content Within a Single Article (Sage, Copilot, and Agent Guidance)Submitted

Today, we often need to create and maintain duplicate content because guidance differs depending on the audience consuming it. For example, we may create:One article intended for Fin responses A separate article intended for Copilot that includes gu

6

160

M

6 hours ago

B

bproNew Participant

Adjustable reopen window for SMS Channel so replies start a new conversation instead of reopeningSubmitted

We use Intercom's SMS channel for our text hotline, and honestly it's the weakest part of the platform for us. The biggest issue is that when a customer replies within 5 days of a conversation being closed, that same conversation reopens instead of s

1

20

B

7 hours ago

B

Belén De AngelisNew Participant

Allow the "From" sender name/address to be customized on inbound conversations from legacy rerouted mailboxesSubmitted

We have two old email addresses (in use before our company was acquired) that we've set up to forward/reroute into the same Intercom inbox as our current support address. This works fine for receiving mail, but Intercom doesn't let us change the send

2

10

B

9 hours ago

Luiza PradoNew Participant

Bring rich HTML/branded templates to Inbox conversation replies and Macros, not just OutboundSubmitted

Right now there's a hard split in Intercom: Outbound messages (and the automated "away/auto-reply" message) can use full HTML, custom templates, brand colors, logos, buttons, but the moment a conversation is live and a teammate (or a Macro) replies

1

180

10 hours ago

H

HypeVictoriaNew Participant

Add more timeframes for Goals (Series and Emails)Submitted

Add more timeframes for Goals (Series and Emails). For example 14 days

1

30

H

11 hours 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

50

M

11 hours ago

S

S.A.New Participant

Macro translationSubmitted

The possibility of having macros in a single language, which are then automatically translated into whichever language we need. This would save us from having to search through 2, 3, 4 or more macros, each in a different language, for the same query.

2

20

S

11 hours ago

K

Kristýna DvořákováNew Participant

Mark all newsletter messages as readSubmitted

Many users sent us a suggestion to mark all newsletter messages as read in the chat button as the red notification is disrupting and they do not want to mark each separate message as read. Currently there is no such option.

1

60

K

13 hours ago

B

Belén De AngelisNew Participant

Default email signatures (with separate versions for new conversations vs. replies)Submitted

Right now, Intercom doesn't support default email signatures the way standard email clients (Gmail, Outlook, etc.) do. Agents have to manually trigger a macro to insert their signature on every conversation, which adds an extra manual step that's eas

3

60

B

13 hours 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

50

M

11 hours 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

110

R

1 day 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.

581

R

2 days ago

N

NickvanVlietConnector

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?

1313

S

3 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

1552

S

3 days ago

A

Arunkumar KumaresanNew Participant

Knowledge Base

Allow editing Document360 categories after initial sync

Currently, when a Document360 source is created in Fin AI Agent, the categories to sync must be selected during the initial setup. After the sync is created, the Reconfigure screen only allows updating the API token and hosting region, and it does no

100

A

4 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

200

J

5 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

211

7 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.

441

15 days ago

ConorSuper User ✨

Fin Tips from Expert Users

Operator Won't One-Shot Your Fin Procedure. Do This Instead (Support Stack E18)

New Support Stack episode: I sat down with @Brian Branca , AI Conversation Designer at Fin, on when a Fin Procedure is actually the right tool (vs when your knowledge base should have handled it instead).A customer told Brian's team they'd hit a rea

600

16 days ago

News & Updates

-

News & Updates

8 topics

Fin Product Area

Fin & Helpdesk Q&A

Fin

252 topics

Proactive Support

1079 topics

Helpdesk

792 topics

Knowledge Base

459 topics

Workflows

573 topics

Messenger

505 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

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

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