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Sabrina EichenbergerNew Participant

Add which tag was created to the conversation_part.tag.created topic payloadSubmitted

The payload for conversation_part.tag.created currently lists all active tags for a conversation, and does not indicate which tag initiated the topic. It would be helpful for routing web-hooks if the payload provided which tag was the new one.

1

BeccaNew Participant

Allow rename of help centersSubmitted

Once a help center is created, the name is completely uneditable. Please allow us to edit the names of help centers once they have been created.

1

IkromjonNew Participant

Messenger

Chat keyword search

When I search for chats that include in conversation, the list appears in Inbox.When I click on a conversation, I have to manually skim the conversation to locate where and when the word was used.If the system automatically highlight the word in the

ryansonu68New Participant

Knowledge Base

What are the SEO services

Search engine optimization (SEO) services improve a website's visibility and organic rankings on search engines like Google. Core offerings typically include technical site audits, keyword research, on-page content optimization, off-page link buildin

30

R

1 hour ago

Tommy MainsInnovator ✨

Update article API should be able to keep or even add vidyard iframe embedsSubmitted

The article update API does not allow updates to go through if there's a Vidyard iframe embedded in the article. So I either need to updated the article in Intercom's UI or have the API strip out the video embed to push changes through.

2

50

1 hour ago

J

Janita HalminenNew Participant

Reporting

Report: Incorrect translation, Finnish

In office hours, the word “minuutin” is inflected incorrectly. Should be “minuuttia”.

peterraghebNew Participant

Data

Distinguishing ticket creation source (manual vs. API)

I'm trying to distinguish how a ticket was created — specifically whether it was created manually by a teammate in the inbox, or created programmatically via the API (e.g. from a custom application).The goal is to build a report on this breakdown, ei

141

2 hours ago

B

Bradley CoyleNew Participant

Conversation Event Tracking TimelineSubmitted

I’d love to submit a feature request that would enhance conversation analysis capabilities—particularly for chat, email, and social channels.It would be incredibly useful to have a more granular, timeline-style view of all key events within a convers

2

Sara OctaveNew Participant

Integration for Scribehow/Scribe?Submitted

The ability to create videos from step-by-step guides is available with one click in Scribe. Please consider an integration with Scribe! As a trainer (not a developer), it would be a game-changer for me and for my team.

6

465

V

7 hours ago

Matej BosnjakNew Participant

Enable Fin to read customer-uploaded PDFs (and other files) from email and conversationsReleased

Hi Intercom community,We're running into a limitation with Fin that I'd love to get some input on.Fin currently only processes attachments shared as images (screenshots/photos) — it can't read the contents of document files like PDFs, DOCX or xlsx up

3

1005

9 hours ago

R

ryansonu68New Participant

Knowledge Base

What are the SEO services

Search engine optimization (SEO) services improve a website's visibility and organic rankings on search engines like Google. Core offerings typically include technical site audits, keyword research, on-page content optimization, off-page link buildin

Janita HalminenNew Participant

Reporting

Report: Incorrect translation, Finnish

In office hours, the word “minuutin” is inflected incorrectly. Should be “minuuttia”.

peterraghebNew Participant

Data

Distinguishing ticket creation source (manual vs. API)

I'm trying to distinguish how a ticket was created — specifically whether it was created manually by a teammate in the inbox, or created programmatically via the API (e.g. from a custom application).The goal is to build a report on this breakdown, ei

141

2 hours ago

K

Kristine M12New Participant

Workflows

Value Enhancement Score Followup Survey Aftewr CSAT Score

Hello Community!Hopefully someone can advise on how to solve this.I have asked Fin AI and there is also a human support agent looking into this, so it seems like it is not a simple thisng to set up?So the main challenge I want to solve is as follows:

Marie GouilliardNew Participant

Support Operations

What are the best practices for making Fin AI proactive?

Anyone else making Fin proactive? How are you triggering it — quick replies or the banner with the three options?We've connected live user activity from Amplitude into Fin soand are using it to make Fin proactive based on real-time behavior. Trying t

Santi AñezNew Participant

Reporting

Dataset Export not showing Brand filter options (Daily Report works fine)

Hi everyone,I'm having an issue with Dataset Export in Intercom.In Daily Report I can successfully filter by "Brand is not [specific brand]" and get the correct data.However, when I go to Dataset Export, the same Brand filter is available in the UI,

751

2 days ago

michelvilsenNew Participant

Analyze Fin

How are you using Fin AI to improve customer support quality?

Hi everyone,I'm currently exploring different ways to improve customer support workflows using AI. I was wondering how other teams are measuring the quality of responses generated by Fin AI.A few questions I have:What metrics do you monitor the most?

420

5 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

Leandro WenzinNew Participant

Omnichannel

Automatically match a WhatsApp lead to an existing user by email (when the phone number is not associated)

Hi everyone, We receive inbound conversations through WhatsApp, but in many cases the customer’s WhatsApp number is not associated with any existing user in our Intercom workspace. Our desired flow is:The contact starts a conversation via WhatsApp. W

Teresa LaurinNew Participant

Helpdesk

Outages - Unable to Load

Good morning! I have a question regarding the current Messenger outage.Are customers still able to submit support tickets, and if so, do those conversations simply remain in the queue until the outage is resolved? Is there any message displayed to us

691

9 days ago

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