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

23 days ago

Fin Community

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Sam HelmNew Participant

Adding a “Wait until in Business Hours”Submitted

Adding a “Wait until in Business Hours”In the below screenshot we’re setting up a workflow for unresponsive customers, allowing tickets to close after x days. However we don’t want someone getting the auto message and subsequent close outside of busi

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2 hours ago

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Jeff CastonNew Participant

Fin learningSubmitted

The idea here is to allow Fin to “learn” from converstations that teammates have to take over on. The teammates answers should either automatically or perhaps with an option to “add to Fin’s knowledge” to allow Fin to learn from teammates answers. I

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4 hours ago

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TiffanyNew Participant

Search Feature for Blocked User ListSubmitted

Include a searching box in the blocked user list to easily find a user that has been block to unblock them. This comes up ever so often when a false positive occurs and we want to unblock a user to invite them back on. The only problem is we have to

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8 hours ago

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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

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8 hours ago

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Melissa MontesNew Participant

Version History & Rollback for Internal ArticlesSubmitted

I’d like to request to add version history capabilities for internal knowledge base articles, allowing content owners to track changes over time, view previous versions, compare edits, and restore an earlier version when needed.Currently this functio

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9 hours ago

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Edison MonnarNew Participant

Bring back the old layout with the name of the company and name of the agentSubmitted

Why was it changed?, it helped everyone to easily recognize which company is reaching us every single time, the other layout is not good enough simply because it takes too much space on screen monitor and one thing we all need is space and time!We ne

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10 hours ago

Bruno FerraraNew Participant

In-app banners for important updatesSubmitted

One thing we’ve been looking for is a better way to communicate important updates and releases to our support team.For example, it would be great to have a native feature in Intercom where we could create an informational banner or card that appears

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12 hours ago

Bruno FerraraNew Participant

Fin improvement tracking — something like Linear, but inside IntercomSubmitted

One thing we’ve been exploring recently is using Linear to manage the issues we identify with Fin.Assigning an owner, tracking actions and status, and keeping a record of how each issue was resolved. Given that Intercom is increasingly bringing other

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20

12 hours ago

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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

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13 hours ago

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Jo FergusonNew Participant

Allow individual macros to be pinned to the composerSubmitted

I want to create a macro that tags an email with “spam”, then closes it.I then want to pin this macro to my team’s composer toolbar for easy access; however, there doesn’t appear to be a way to do that. The only option is to open the macro menu and s

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17 hours ago

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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

411

G

8 hours ago

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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

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13 hours ago

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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

1391

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18 hours ago

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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

861

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19 hours ago

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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

1045

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1 day ago

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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

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1 day ago

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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

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1 day ago

Isabella SouzaNew Participant

API & Webhooks

Issue sending voice notes via WhatsApp channel

I'm having trouble sending audio messages to customers via WhatsApp. I'm receiving the following error message:WhatsApp could not accept this media. WhatsApp response: Audio file uploaded with mimetype as audio/ogg; codecs=opus, however on processing

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2 days ago

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בן גטניוConnector

Train Fin

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

6466

6 days ago

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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

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7 days ago

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