Intercom Community

Fin AI Agent issues on the Whatsapp Channel

RobAPHNew Participant

Workflows & Automations

Hi Intercom CommunityI’m running into a couple of frustrating issues with our WhatsApp channel, and I’m hoping someone here might have experienced the same and found a fix. Fin interrupting teammate conversations: When a conversation is handed over to a teammate, everything starts fine - the teammate replies, but as soon as the customer responds again, Fin jumps back in and interrupts. This keeps happening every time the customer sends another message, resulting in the teammate constantly competing with Fin to manage the conversation. It makes handling more complex queries quite chaotic. Conversations closing prematurely: When a conversation is passed to a human, if the customer replies with something simple like “thank you”, Fin interprets it as a positive resolution and automatically closes the conversation — which means the teammate misses it entirely. For context, our “Let Fin Answer” settings are identical to those on our Chat and Email channels, where these issues don’t occur.I

423

Intercom takes too long to load when booted with user details

Lihini SenanayakeNew Participant

Messenger

Hi,In our application, we initialize Intercom on page load. When user logs in, we shutdown the existing Intercom instance and boot again with user details. The messenger is loaded through a custom launcher. When the messenger show() is triggered, it seems the messenger doesn't even begin to load for quite some time as seen from the Network tab in dev tools. This makes it looks like as if the customer support chat is not working in our application, which is frustrating. Could you please help us debug this issue? We use the @intercom/messenger-js-sdk package.

Grace SanfordNew Participant

Tracker ticket status updated via workflow doesn't update linked customer tickets

Hi! I notice that when the state of a Tracker ticket is updated via custom workflow, any linked Customer tickets’ states are not also updated. In the Intercom UI, when a Tracker ticket state is changed, one receives the option to update the state of Customer tickets as well:Is there any way via custom workflows to have the same behavior?

763

2 hours ago

jetwavegroup00New Participant

AI-Customer Service Knowledge Exchange

Pressure Washer Australia – Powerful Cleaning Solutions for Tough Conditions

Built to handle tough conditions, industrial cleaning equipment in Australia requires durability and power. That’s why a pressure washer Australia is designed with high PSI output, strong pumps, and rugged frames to remove mud, dust, grease, and grime from machinery, vehicles, construction sites, and farms. These washers offer reliable performance, making them ideal for businesses that need efficient and professional cleaning results across different environments.

3 hours ago

CadenNew Participant

Knowledge

Knowledge source not deleting despite multiple attempts

We setup a regular sync between our IC instance and an external website for industry-specific content/context. Filtered URL's to be specific to the pages we wanted, but it still resulted in nearly 25k+ pages being ingested; many of them were repeats/duplicates.Since then, we've attempted to delete/remove the source from the Knowledge center pages with no success. It appears to still be going through regular syncs of new content and never fully removes it. When asking Fin, they suggested it would require API intervention. Requesting assistance to have it fully removed.

773

4 hours ago

Kevin 3PMercuryNew Participant

Copying Ticket Text Selection

Whenever I select text from a ticket comment, no matter how I copy (ctrl+c or right click), the entire message gets copied instead of the selected text.Anyone else experience this and have a solution?

302

AnissaNew Participant

Isolate unread messages

I would like to be able to see only “new” messages from clients like a filter “read” and “unread”. Is it possible ? Thank you!

Mark A Ticket Resolved, New Replies Create New Ticket

Taylor RexrodeNew Participant

Workflows & Automations

My team and I are working on creating a workflow where users/leads can send us emails that convert to tickets and then once we mark those tickets as Resolved, any replies back from the customer on that email thread create a new ticket. Any thoughts on how to accomplish this?

Can I get draft versions of the published articles via Intercom API?

Rodislav ZaharadjiNew Participant

Knowledge

When I request my articles from Intercom APIFor the published articles I get just the public version of the article, whatever this article was edited and saved as a draftIt's a way to get the public version of the article and also the last edited version of the article?

2959

Intercom takes too long to load when booted with user details

Lihini SenanayakeNew Participant

Messenger

AI-Customer Service Knowledge Exchange

jetwavegroup00New Participant

Pressure Washer Australia – Powerful Cleaning Solutions for Tough Conditions

3 hours ago

Kevin 3PMercuryNew Participant

Copying Ticket Text Selection

302

AnissaNew Participant

Isolate unread messages

I would like to be able to see only “new” messages from clients like a filter “read” and “unread”. Is it possible ? Thank you!

Mark A Ticket Resolved, New Replies Create New Ticket

Taylor RexrodeNew Participant

Workflows & Automations

iOS SDK 19.2.1 crashes for some users

matt_reilly_fundriseNew Participant

Mobile SDKs

We are seeing quite a few crashes for the latest Intercom SDK. Older SDKs do not crash. OS Version: iOS 26.0.1 (23A355)Report Version: 104Exception Type: EXC_BREAKPOINT (SIGTRAP)Exception Codes: 0 at 0x00000001077393e8Crashed Thread: 0Application Specific Information:Exception 6, Code 1, Subcode 4419982312Thread 0 Crashed:0 Intercom 0x1077393e8 ListBlockView.configure1 Intercom 0x107738d40 ListBlockView.init2 Intercom 0x10773f1c0 closure in BlockViewFactory.getViewsForBlocks3 Intercom 0x10773efc4 BlockViewFactory.getViewsForBlocks4 Intercom 0x1077432cc BlockPartView.addBlocks5 Intercom 0x107744a3c BlockPartView.configureLayout6 Intercom 0x10774ec1c PartViewFactory.getView7 Intercom 0x107754034 ConversationCellViewFactory.getV

15 hours ago

AudreyNew Participant

Analyze Fin

How do you handle Fin negative ratings?

Whenever Fin receives a negative rating from a customer, I review the conversation and decide if perhaps it should be escalated to a human, or make improvements to our content. Are there any suggestions for automating this process? Or reports that tell us why there was a DSAT rating specifically (outside of the CX score)? Or perhaps a section in Optimize that will show us content suggestions specifically linked to a DSAT outcome?

171

23 hours ago

Anna AhnNew Participant

Mobile SDKs

Can't close pinned articles from landing page on iOS

On the intercom landing page, we have some pinned articles. If you open the pinned article, and try to tap the "X" button, it will not close the article. However, swiping down will still allow you to close that article. This behavior only occurs on iOS - it does not occur on Android.Some notes:If you go from the landing page and select the "Help" to go to the collection of articles (rather than the pinned article on the landing page), then those articles CAN be closed via the "X" button. This behavior occurred on the latest react native SDK version, 19.1.2 We checked and found we had to regress to 19.0.3 to resolve the problem - however we cannot use this older version, otherwise we will lose the iOS 26 changes.

313

1 day ago

Ana HenryNew Participant

Tips, Tricks and Workarounds

How to exclude specific domains from article view counts

I would like to exclude specific domains from article view counts. The Articles report shows total views without granular filtering. I want to separate internal vs external views in the data. The use case is that authors of an article might look at that article many times and I want to exclude them from my article count for the week. Please advise how to do this.

151

1 day ago

Adrián Toporcer KorecNew Participant