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Customer Service Transformation Report 2026

1 day ago

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בן גטניוConnector

How can we control the frequency of Fin’s “Did that answer your question?” follow-up?

Hi everyone, We’re seeing Fin frequently sending a follow-up message after responses, like:“Did that answer your question?” / “Was this helpful?” In many cases it happens almost after every message, and it can feel repetitive for customers. Is there

raghavhinduja26New Participant

Hinduja Swiss (Switzerland) IT-Professional-How can I enable and customize chatbots?

Hi everyone, I am Raghav Hinduja Swiss (Switzerland) based IT-professional. I’m trying to enable and customize chatbots in my system, but I’m not sure what the best approach is. I’d love to hear from anyone who has experience with chatbot setup and c

arab2344New Participant

UAE vs Saudi Residency Work & Business

The Gulf region is becoming a hub for professionals, investors, and entrepreneurs seeking new opportunities. Both the UAE and Saudi Arabia offer residency programs that provide legal frameworks for work and business operations. Understanding the diff

Vicky LabergeNew Participant

Help report- ticket

Hi,Could someone help me confirm whether I’m using the Intercom report correctly?For one of our clients, we need to generate a weekly report and track ticket follow-ups. Currently, the report only includes tickets that were created during that specif

AmberK11New Participant

Curious other people's setting and logic for inactivity closure lengths

We use Fin’s inactivity auto close feature, initially this was set to a short 15 minutes but due to the nature of our clients industry it would not be uncommon for them to be away from the PC for 45 minutes or so. Last year the setting was changed to

Thomas, AndyNew Participant

Loading Blur seen on XCode 26 & iOS 26

I’m seeing an issue with a “blur” overlay being left on top of the conversation window when Intercom loads after calling [Intercom presentMessageComposer:NULL] or [Intercom presentMessageComposer:@”text”]This only happens when building on XCode and o

בן גטניוConnector

Fin + Data Connectors: how to implement SMS OTP before personal data access?

Hi Intercom Support/Community,We want Fin to trigger an OTP verification flow whenever a customer asks for personal information, before Fin is allowed to call our backend and retrieve sensitive data. What we have today (custom SMS OTP via our backend

Kartikeya VishnoiNew Participant

Side conversation initiating message not returned in conversation API - only replies are accessible

When retrieving a conversation via the REST API GET /conversations/{id}, the initial message that starts a side conversation is not included in the response. Only subsequent replies appear as part_type: "side_conversation_reply" or part_type: "side_

Amitav SinghNew Participant

Settings, Security & Permissions

anonymous_session

There is a property that the SDK adds to requests to Intercom. It is called anonymous_session . It appears to keep the API calls to Intercom working beyond the JWT expiry. :Why does this keep authentication alive? Is there a way we can disable it to

Diana TripacLeading the Community @ Intercom

Customer Service Transformation Report 2026

Customer Service Transformation Report 2026News

Our 2026 Customer Service Transformation Report is out.We surveyed over 2,400 support teams across industries to find out how they’re using AI, where it’s working the best, and how support operations are changing around it.The report examines how AI

בן גטניוConnector

How can we control the frequency of Fin’s “Did that answer your question?” follow-up?

Hi everyone, We’re seeing Fin frequently sending a follow-up message after responses, like:“Did that answer your question?” / “Was this helpful?” In many cases it happens almost after every message, and it can feel repetitive for customers. Is there

raghavhinduja26New Participant

Hinduja Swiss (Switzerland) IT-Professional-How can I enable and customize chatbots?

Hi everyone, I am Raghav Hinduja Swiss (Switzerland) based IT-professional. I’m trying to enable and customize chatbots in my system, but I’m not sure what the best approach is. I’d love to hear from anyone who has experience with chatbot setup and c

arab2344New Participant

UAE vs Saudi Residency Work & Business

The Gulf region is becoming a hub for professionals, investors, and entrepreneurs seeking new opportunities. Both the UAE and Saudi Arabia offer residency programs that provide legal frameworks for work and business operations. Understanding the diff

Vicky LabergeNew Participant

Help report- ticket

Hi,Could someone help me confirm whether I’m using the Intercom report correctly?For one of our clients, we need to generate a weekly report and track ticket follow-ups. Currently, the report only includes tickets that were created during that specif

בן גטניוConnector

Fin + Data Connectors: how to implement SMS OTP before personal data access?

Hi Intercom Support/Community,We want Fin to trigger an OTP verification flow whenever a customer asks for personal information, before Fin is allowed to call our backend and retrieve sensitive data. What we have today (custom SMS OTP via our backend

Kartikeya VishnoiNew Participant

Side conversation initiating message not returned in conversation API - only replies are accessible

When retrieving a conversation via the REST API GET /conversations/{id}, the initial message that starts a side conversation is not included in the response. Only subsequent replies appear as part_type: "side_conversation_reply" or part_type: "side_

Amitav SinghNew Participant

Settings, Security & Permissions

anonymous_session

There is a property that the SDK adds to requests to Intercom. It is called anonymous_session . It appears to keep the API calls to Intercom working beyond the JWT expiry. :Why does this keep authentication alive? Is there a way we can disable it to

Smartwiz SupportNew Participant

Workflows & Automations

Workflow not saving or setting live?

I am seeing a persistent error when trying to save and set live a specific, large inbound workflow in Intercom. Trigger: When customer opens a new conversation in the Messenger for Web, audience = Leads and Users. Symptoms: UI shows: “We couldn

Aidan LeeNew Participant

Survey close button (X) unresponsive on iOS - touch events not registering

SDK Version: Intercom iOS SDK 19.4.1 Platform: iOS 26.1 Integration: Flutter (via intercom_flutter wrapper) Description: The close button (X) on surveys does not respond to touch events on iOS. Users cannot dismiss surveys by tapping the close bu

epapaNew Participant

Android SDK Survey Crash - Unable to destroy activity {io.intercom.android.sdk.survey.ui.IntercomSurveyActivity}

Hello, I’ve got a crash using the Android SDK but can’t say more than the device details and the stacktrace, which I report here.Hope you know more and got to fix it.Intercom Android SDK: v17.3.0Device: Samsung Galaxy A13 - Android 14Fatal Exception:

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