Intercom Community | Community

Help Center
Academy
Developer Hub
Partner Hub
Hire an Expert

Create New Topic
Login

Expand Fin to email is now live on Fin Academy!

28 days ago

Fin Community

Connecting Customers, Product Experts, Developers and Fin Teams together

7,126 Topics
18,076 Replies
26,492 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|3 months ago

6941

Fin Office Hours – Register Now

Forum|Forum|6 months ago

9910

Fin over Email Webinars Now Live

Forum|Forum|28 days ago

2250

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

N

Nilutpal BoseNew Participant

Reporting

Add MTTR, MTTI, and SLA Columns to the Portal Customer Ticket View

Feature Request: Add MTTR, MTTI, and SLA Columns to the Nile Portal Customer Ticket ViewSummaryWe have integrated Intercom with the Nile Portal; however, the customer ticket view currently supports only a limited set of columns. We would like to requ

BNSNew Participant

Hide teammate avatars in the conversation viewSubmitted

This is so annoying as customer thought that we have seen their message but didn’t give them a timely response as they see the online agent icons

1

Simon CiglerNew Participant

Feature Request: Real-Time Agent Presence IndicatorSubmitted

Currently, the system has limited visibility of team activity on tickets. While there is some functionality to see others on a ticket, it's not consistently reliable or prominently displayed. Moreover, there's no indication of when someone is activel

43

charleslenxNew Participant

API & Webhooks

Conversation Merge via API

Hello, according to FIN there is no way to merge conversation besides using the UI. Can you confirm if this is true? Merging conversations via api is a crucial part of our workflow.

Daniel ByrdNew Participant

Feature request: Merge Conversations / Tickets via APISubmitted

Hi,I'd like to log a feature request and get your read on it.We rely heavily on automation and an AI agent in our support setup, and one of our biggest time sinks is duplicate tickets — the same user opening two or more conversations about the same r

3

Lane DyeNew Participant

Add "Open in Inbox" on Company pageSubmitted

ProblemThere is no way to open a ticket's full-detail view directly from the Company Page > Tickets tab. Users must navigate to the Inbox and locate the same ticket to view ticket attributes, form data, and other details.Current ExperienceOpen the

1

Daniele AlbertinelliNew Participant

Allow adding articles to multiple collectionsSubmitted

We have several articles relevant to multiple collections. Duplicating articles is not preferred. Thank you!

164

MichaelaTeyaNew Participant

Custom snooze preset for the next business day at a specific timeSubmitted

Please add the ability to create a custom snooze preset that reopens a conversation at a specific time on the next business day.For example:“Next Monday at 8:00 AM”The preset should calculate the next applicable working day based on the workspace’s o

1

Amalie Malthe LudvigsenNew Participant

Icons for nested foldersSubmitted

In our Help Center we have six different collections. In one of the collections we have approximately 10 nested collections. These nested collections are divided into folders based on the different parts of our system. Each of these folders just have

1

Mor CohenNew Participant

Slack Native Integration AuthenticationSubmitted

Hey, I recently started using your new native Slack channel integration, and there’s one major thing that I find missing. We have a slack channel with each one of our customers, and the members of this channel are usually: Support team members, produ

4

794

18 hours ago

N

Nilutpal BoseNew Participant

Reporting

Add MTTR, MTTI, and SLA Columns to the Portal Customer Ticket View

Feature Request: Add MTTR, MTTI, and SLA Columns to the Nile Portal Customer Ticket ViewSummaryWe have integrated Intercom with the Nile Portal; however, the customer ticket view currently supports only a limited set of columns. We would like to requ

10

N

40 minutes ago

SarahtheSandmaamNew Participant

Reporting

Allowing Monitors for Human-Only Teammates (No Fin Requirement)

Hello! 👋 Our Quality Assurance team has a strong focus on manually evaluating conversations handled only by our human teammates. At this time, Monitors will not pull conversations for review unless the following parameter is met:The conversation must

1372

2 days ago

T

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

191

2 days ago

E

earsdecorNew Participant

AI Insights

Will AI Become Essential for Online Jewellery Brands?

From virtual styling to personalized product recommendations, AI is reshaping eCommerce. How do you think jewellery brands like Ears Decor can use AI to improve the customer experience? Explore their collections at https://earsdecor.com.

earsdecorNew Participant

AI Insights

How Is AI Transforming the Online Jewellery Shopping Experience?

AI is changing how customers discover and buy jewellery through personalized recommendations, virtual try-ons, and smart search. I noticed Ears Decor uses a modern online shopping experience for diamond and gemstone earrings. Do you think AI will bec

Cemone JuliesNew Participant

Messenger

The From and Reply‑to fields

Hi there, The new ‘From and Reply‑to’ fields are always visible when you’re writing an email, I’ve noticed this change today, 23 July 2026.Can you please make this a preference so that one can toggle this on/off based on experience. I get that this i

Jörg MalterNew Participant

Messenger

New Link Editor breaks percent-encoded URLs in the URL path

Since today we have noticed that the new link editor automatically modifies URLs when adding or editing links in emails.The issue is that the editor decodes already percent-encoded characters inside the URL path, which changes the actual URL and brea

User2088New Participant

Reporting

Conversation review now opens at the end of the conversation

I review the questions customers ask FIN. At some point in the last 5 days a change was made and now when I view the conversation (from Reports, FIN involved) the convesation automatically goes the bottom and I have to scroll up to the top for every

NickvanVlietNew Participant

Workflows

Phonecall routing

Yesterday and today we experienced two inbound phone calls in a short period where the phonecalls entered the Hold and assign call step and remained In queue.No available teammate was automatically offered the call, even though atleast one teammate

Tom McLeanNew Participant

Mobile SDKs

intercom-ios repo is >3gb to clone

Hi Intercom support,It seems like something quite big was added to the intercom-ios repo on Github, such that cloning the repo is now a >3GB download.(see https://api.github.com/repos/intercom/intercom-ios -- size: 3144481!)SwiftPM does deep clone

710

T

6 days ago

News & Updates

-

News & Updates

8 topics

Fin Product Area

Fin & Helpdesk Q&A

Fin

244 topics

Proactive Support

1079 topics

Helpdesk

786 topics

Knowledge Base

457 topics

Workflows

567 topics

Messenger

501 topics

Data

192 topics

Security & Compliance

156 topics

Operator & Copilot

0 topics

Phone

0 topics

Email

0 topics

Omnichannel

0 topics

Workforce Management

0 topics

Localisation/Languages

0 topics

QA (Monitors)

0 topics

Customer Agent

0 topics

Reporting

257 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

10 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

14 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

7 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

Fin Community

Mastering Fin Procedures Course

Fin Office Hours – Register Now

Fin over Email Webinars Now Live

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