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Hi everyone 👋! I'm Alejandro Etchegoyen, founder and CEO of Waitry, a platform located in Madrid (Spain) and Buenos Aires (Argentina) that digitises ordering, payments and service for restaurants, hotels and retail worldwide. Happy to be part of the community!

I know there is no native integration to use intercom to respond to Amazon or eBay messages, but is there any third party addon that enables this?

I would like to set FIN over the holidays so that it informs customers that the wait time for human support may be a little longer. Where can I set what FIN responds when asked for human support? 

Hi there, for some time we’ve had an issue when a user tries to upload (via the attachment button) or paste an image into the chat, it instantly shows a “Couldn’t send” error, as shown below. I’d appreciate any help in resolving this issue.  

We are using Intercom React Native 7.1.0 (Intercom Android 15.8.+) with iOS working fine except for Android. and it keeps crashing.“Something Went Wrong”“Content Cannot Be Loaded”This has been happening for a long time, this doesn’t happen on iOS or the Web.I have tried this solution:We already have this option enabled, and still doesn’t work.I don’t know what is causing this issue as we already have loginUserWithAttributes() in our app and iOS is not breaking with this error message either.We use it like this in our code:await Intercom.setUserHash(user_hash);await Intercom.loginUserWithUserAttributes({ email: user_email, userId: uid,});We want to support lower versions of users on iOS and Android so upgrading is a not an option.Is there a way we can resolve this.

Hi Intercom Team,We are currently integrating the Intercom SDK into our application and have encountered the following three issues that are affecting the user experience:1. Partial Language Update via updateUser Issue: When calling Intercom.updateUser({ languageOverride: Language }) to switch the UI language, the change is inconsistent. Sometimes only a portion of the Intercom UI updates, while other elements remain in the previous language.     Workaround: A full and correct language switch only occurs after calling Intercom.logout() and re-initializing, which is not ideal for user experience. Expected Behavior: The entire Intercom UI should refresh to the target language immediately upon calling updateUser. 2. Android: Messages Not Appearing After Sending Issue: On Android devices, when a user sends a message, the message bubble occasionally fails to appear in the chat interface immediately. Details: The user has to exit the conversation screen and re-enter the chat to see the

Is there a way to select multiple collections to have the same article. Instead of having to add the same article one by one to each collection?

I would love to have an option to involve in only for collecting conversation Attributes. Right now it is not possible and any workaround works.  Even if I create a special tag/inbox for collecting attributes Fin must be involved which means even if it meet the escalation rule, it will reply that the conversation has been passed on. I would like Fin working in the background, collecting attributes from ALL conversations.  Maybe managing the Fin’s steps (in Let Fin handle nod in workflows) would be a solution. I mean turning off using content, guidances and leaving just collecting attributes would do the trick.  

Is there a way to mark a question as a test when checking if Fin AI agent is responding as expected after changing guidance? I have had members of my team ask various questions after uploading a “source of truth” to the knowledge base to ensure Fin is responding correctly. Some of these are marked as resolved and others are just sitting in our inbox as unassigned, and I don’t want to mark them as resolved if that is going to create a charge for a test rather than a true customer issue resolution. 

Hello,My client was unable to preform an action in the platform because the CTA he was trying to click was “hiding” behind Intercom conversation bubble.I would be useful if the conversation bubble could be moved to a different location, per the user’s choice. 

Hi everyone,When support volume suddenly spikes, I’ve noticed it becomes harder to keep response times consistent, even with automation and routing in place. Conversations pile up quickly, and it’s not always clear which steps should be handled automatically versus manually.This came up in a discussion where someone mentioned structuring execution logic outside the main tool, like deltaexector.com, which made me think more broadly about handling load and prioritization. How do you usually manage high-volume periods without sacrificing response quality or burning out the team?Do you lean more on automation, temporary rules, or external helpers to keep things moving smoothly? Would love to hear what’s worked for others.

Hi everyone!Hope this isn’t too off-topic. 🙂I recently discovered that it’s possible to connect Intercom directly to ChatGPT (at least with a Business license), and I’m really curious to hear how others, especially smaller support teams like ours, are using it to save time and work more efficiently.I haven’t had much time to dive deep yet, but I’ve started experimenting. So far, I’ve used the connector to scan recent conversations and surface common feedback patterns or recurring issues. I’ve also used it to gather feedback on specific topics. Another helpful use case has been content updates: when we launch a new feature, I can ask ChatGPT to review our help articles and point out where information needs to be updated.I’d love to hear how others are using the Intercom → ChatGPT connection. Any workflows, prompts, or clever tricks you’d recommend?

I’m trying to pull a list of the most recently updated articles in Intercom. In all of the documentation it says that the data is by default coming in as descending of Updated At. However, from my limited knowledge and use of Zapier and Postman’s AI bots, it seems the data is coming in with a sort of Created Date and not Updated Date. Anyone else notice this?Thanks

Hi All, I am Julian, the Co-Founder of Journey Mapper, a specialist AI Service Agent implementation and Intercom optimization provider. Our team has been working with CRM, AI and CX platforms for our whole careers and are Fin experts. Whether you're rolling out Fin for the first time, connecting it to your existing Helpdesk, or looking to scale and optimize it, we can help. Check out the options for supporting your Intercom initiatives with us on our website here: www.journeymapper.net/finIf you are new to Intercom and Fin, you might be interested in our terminology glossary post in the community.If you want to hear about different customer journeys in launching & optimizing Fin, check out our latest webinar.You can find my Intercom community expert profile here and follow our company for top tips on Linkedin. Thanks.

Hi!  I’v reported to my CS something strange that are happening by addind SLA’s. I don’t know if i’v not understanded how to set, or if its a bug or if there are another configuration on intercom that are impacting on my SLA’s.I need some help to set SLA’s, someone can help me on this thread?   Basically i’vd set a resolution SLA by 10 days, considering a office hours to 8am to 8pm and the resultig when i set this sla to a ticket is crazyest 30 days. This is one of example, theres anothers kinds of things that i dont understand.  Fin’s haven’t helped me, i’vd make the same thing he told me but the result is different that what i need.

Hi! I’ve figured out how to trigger the creation of an intercom ticket from slack, but wondering if anyone has any tips or tricks to share because it looks like there are a few ways to do this. Is there a way to trigger replies in thread when the rep in Intercom replies to the ticket?  I currently set it up (Option A) so that a slack workflow triggers an intercom back-office ticket as one of the steps of the slack workflow. However it seems like the other option (Option B) could be to set the Slack settings in Intercom so that the workflow bot triggers a conversation? Not sure which path is best or how to decide. Option A) Option B)

Hi Intercom Support Team,From the past few days, I’ve noticed what seems to be a bug in Intercom. Previously everything was working fine, but now I consistently see the following issue:After successfully initializing Intercom in my app, the first call to showNewMessage(message) never pre-populates the message in the chat window. Even if I wait a few minutes after initialization, the first call does not fill in the content.Only on the second call to showNewMessage(message) does the message appear as expected.For example, in Chrome DevTools, if I run:Intercom('showNewMessage', 'pre-populated message comes here'); The first attempt fails, and the second attempt succeeds.This behavior is new — previously the first call worked correctly. Could you please help investigate this and let me know if it’s a known issue or if there is a fix planned?Thanks a lot for your support!Best regards,HBQ

After starting a conversation or sending/responding in an email thread within intercom, is there a way to see it actually in the “sent” folder within outlook? I feel as though I cannot confirm if all my messages are actually being sent or leaving from my email address. I don’t like not being able to access outgoing messages from within outlook if they're sent from intercom but using the same email address..? Does anyone have any insight on this?

I live and breathe Next.js, Edge Runtime and i18n solutions, turning tricky business logic into blazing-fast, scalable components. When it comes to Intercom, I wire up custom In-app Messengers and Webhooks to stream user events to support desks in real time, making high-frequency actions like "Time Format Conversion" respond within seconds. Let's chat about Edge deployments, dynamic OG images, and tuning Workers performance!

We often get phone calls (outside of intercom) from users who belong to a company but who are not currently a user in Intercom where it is not relevant to attach the issue to them, but instead we want to attach it to the company as a whole. Is there some way to do this beyond making a User version of every company for this purpose?

Hello there! I am having some issues to understand how to assign the Conversation Rating to an agent. Context: I am using Fivetran connector to load the data on our Data Warehouse and from conversation_history table I am grabbing the column conversation_rating_teammate_id to link the owner of the rating with the corresponding admin/agent. Issue: We want to attribute the rating of each conversation to an agent using the same logic Intercom is using in the UI where the last agent who respond get the credit but for some conversations the last message author ID from conversation_part_history is not the same as the conversation_rating_teammate_id. Can someone explain me how this attribution logic works?Thanks!

Hi all,Have you ever configure FIN to offer a clear choice: "Ask Fin" vs. "Leave a message"? here is an fake image of my vision/needs Cheers!  

I would like to connect Intecom to MS co-pilot via an MCP server. MS co-pilot is the only LLM we are allowed to work with at our company. I want to use co-pilot to analyse our conversations and make custom reports I can't make in the reports section. Ive seen the integration → data connector section, but that seems to be the other way around, get data from another system to use in intercom, but I want to use the data in intercom in co-pilot. Anyone can help me here? During the community hour the said this was possible.