Fin Community

asked in Operator & Copilot

Melissa MontesNew Participant

Managing Tier-Based Content Visibility in Copilot for Escalation Workflows

We’re updating our escalation guidance for agents and would love to get some insight into how to handle writing internal articles and how Copilot surfaces content across different support tiers.ContextIn some workflows, our (Tier 1) handles the init

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6 hours ago

Product Request: Role-Based Knowledge Visibility in CopilotSubmitted

Melissa MontesNew Participant

We would like to request the ability to configure role-based knowledge visibility within Intercom Copilot, allowing administrators to control which knowledge articles and guidance are accessible to agents based on their support tier, team, or role.Bu

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7 hours ago

Allow filtering Tracker tickets by company through the user relationshipSubmitted

AlfredoNew Participant

Currently, Tracker tickets cannot be filtered by company because the company is not assigned directly to the ticket. Instead, the ticket is linked to customer reports, and those reports belong to users who have a company associated.However, this rela

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בן גטניוActive User

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

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11 hours ago

Prevent Call Wrap Up from being selected as Away status by AgentSubmitted

Lindsay McEwanNew Participant

“Call wrap up” should be non-selectable for agents (only set automatically after a call), since it’s currently a system reason that can’t be archived or hidden from the Away reasons list.If additional Call Wrap up time is needed, they can use a diffe

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12 hours ago

Add a "Last quarter" date preset to ReportsSubmitted

AnushNew Participant

We report on support performance every quarter (time to first response, time to close, SLA compliance), and each time we have to set a custom date range by hand.Using "Last 3 months" as a workaround doesn't work, because it's a rolling window. It doe

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12 hours ago

Add a Follower FeatureSubmitted

Alyson McGregorNew Participant

It would be great to be able to add followers to a ticket instead of have to publicly cc internal teammates on tickets

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281

13 hours ago

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Casey VergaraNew Participant

Feature Request: Resizable Reply ComposerSubmitted

Feature Request: Resizable Reply ComposerIt would be great to have an option to expand/resize the reply composer in Intercom while typing, especially for longer replies.Ideally, we could expand the composer vertically to give us more space to see and

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Melissa MontesNew Participant

asked in Operator & Copilot

Managing Tier-Based Content Visibility in Copilot for Escalation Workflows

We’re updating our escalation guidance for agents and would love to get some insight into how to handle writing internal articles and how Copilot surfaces content across different support tiers.ContextIn some workflows, our (Tier 1) handles the init

71

Email Signatures on initial ticket message to customer

6 hours ago

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Tyler HueterNew Participant

asked in Email

Our team has found it very frustrating that when creating a ticket to reach out to a customer for an initial contact, that the email signature is not attached, and that it is only a notification and not an actual email. I understand the workflow is t

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Assign Manually tagged conversation to a Team Inbox to be assigned via Round Robin

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Kelly ValenciaNew Participant

asked in Helpdesk

We have multiple mailboxes configured to automatically assign tickets to reps using round-robin assignment. However, when a FIN user manually creates a ticket or conversation and assigns it to a team inbox, it remains unassigned to an individual rep

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Article Tagging Examples?

Layla StoneNew Participant

asked in Knowledge Base

Hi! I wanted to see how other people are tagging their help center articles? (By Product, Feature, Article Type, etc)What is your use case? 😊

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Portia GomesNew Participant

asked in Data

Setting Up Companies

I’m having some difficulties setting up Companies in our Intercom workspace.There are a couple of issues at play: Most of our comms at the moment are being forwarded in from our personal mailboxes into our support mailbox. This is causing confusion a

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asked in Apps & Integrations

AI LinkNew Participant

Requesting redirect URI allowlist for MCP DCR - AI Link

Hello Intercom team, we would like to connect Intercom's MCP server to AI Link, a business AI workspace by AI LABS GmbH (Düsseldorf, Germany, https://www.ailink.de). Dynamic client registration currently answers "Redirect URI ... is not in the allowl

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asked in Apps & Integrations

larkgrassNew Participant

Requesting redirect URI allowlist for MCP DCR - Larkgrass

Hi Intercom team,Please add Larkgrass to the Intercom MCP redirect URI allowlist.Product: Larkgrass, a hosted AI workspace. Operated by Hadungwra Brahma.Site: larkgrass.comApp: app.larkgrass.comRedirect URI (production): https://app.larkgrass.com/oau

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asked in Apps & Integrations

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Net CompareNew Participant

URLs are duplicated in notes for Jira for Tickets

I am using the Jira for Tickets app from App Store and I am using the basic integration with the sync notes enabled,When I create an Intercom ticket it gets created in Jira as well without any issue and the notes are created in Jira each time I creat

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N

4 days ago

Change "Sent" message status to a different word (too similar to Seen)

Misty HardwickNew Participant

asked in Messenger

Optically - the word “Sent” is too similar to “Seen” and harder to quickly distinguish when navigating through conversations. It’s also not very descript - does Sent mean delivered??Instead of “Sent” some other suggestions…-Sending-In transit-In rout

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4 days ago