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Skills were the unsung hero of Pioneer, and plenty of people are still asking what they are. ​@Brian Branca (yes, that infamous AI conversation designer!) shows a real skill in the beta, and we talk about when a procedure is still the right tool, when a skill wins (troubleshooting, mostly), and how Operator can turn a monster procedure into a skill.Watch it now!

Hi all — I'm doing some research on how teams measure AI resolution quality, and there's one thing I can't find anyone talking about.My understanding of the billing mechanic: a conversation counts as resolved either when the customer confirms it helped, or when they stop responding without asking for a human. The second case is the interesting one. Intercom does deduct the resolution if the customer reopens *that conversation* later, even across billing periods, which seems like a genuinely fair correction.But it only catches people who come back to the same thread. If someone reads Fin's answer, decides it didn't help, and emails support@ three days later — or calls, or starts a fresh chat — that's a new conversation. Nothing connects it to the original, and from what I can tell there's no way to see that pattern from inside Intercom, because Intercom can only see the Intercom channel.So my question: **has anyone here actually joined their email or phone support data against Fin's res

Hey Community,we have issues setting up Intercom AI so it solves different Topic automatically. Can you help us?For some reason FIN suddenly and randomly answers with wrong answers.We tried everything (with and without guidance,...) All the Content stayed the same and in the past FIN was super helpful. We are looking for an expert to help us automate different Topics in our Customer Support.Thank you in advance!

Hi! I am curious to learn more about how Fin ingests long form content that is not necessarily written in a way to support it (i.e Content chunking, formatted for Ai readiness). Looking to learn if Fin has the ability to ingest something like an owners manual and able to answer any questions related to it without creating a specific support article on a topic related to the owners manual. 

We’d like the ability automatically assign a team inbox when a teammate initiates an outbound conversation, ideally based on the From email address used.For example, a conversation sent from billing@company.com should automatically belong to the Billing inbox from the moment it is sent, regardless of whether the customer replies.Currently, teammates must remember to select an inbox manually. If they miss that step, outbound conversations can sit without a team inbox, creating gaps in visibility, ownership, and follow-up.Requested behavior: Allow admins to map each outbound From address to a default team inbox. Apply the assignment when the initial message is sent, without waiting for a customer reply. Preserve an inbox explicitly selected by the teammate. Provide a fallback team inbox for outbound conversations without a matching address rule. The core requirement is that every teammate-initiated outbound conversation has an assigned team inbox immediately, so none are left witho

Hello!Is there a way to create a “subject line” for macros? Seems only the email body can be created so I wanted to see if anyone knew if that was possible. Thank you so much, appreciate the help. 

Few of our identified users on iOS see “Something went wrong” when user opens the Messenger.  Calling Intercom.logout() and then logging the user in again fixes it. We cannot reproduce it on demand, and no error reaches our app.EnvironmentIntercom iOS SDK via SPM - 19.5.7. Some affected builds were on 19.7.2. iOS version: > iOS 15 Identity verification: enabled. We call Intercom.setUserHash after loginUser(with:). Setup: setApiKey at launch, loginUser(with: ICMUserAttributes) with userId, email and company after sign-in, then Intercom.present() from a Settings → “Chat with us” row.ExpectedIntercom.present() shows the Messenger for a logged-in user.ActualThe Messenger opens with a “Something went wrong” error screen.ObservationsLogging out of our app (which calls Intercom.logout()) and logging back in fixes it loginUser’s completion handler returned no error that we could observe.Lifecycle, in the order our code runs itAt launch and after sign-in, we call Intercom.setApiKey(_:forAppI

Hello everyone, I have been running into an issue integrating the Messenger widget on our site, where the chat launcher randomly fails to appear for visitors. The script is embedded in the header, but in several modern browsers, the boot sequence appears to stall before establishing the connection.We have reviewed our domain settings and CORS headers, yet the intermittent connection drops continue to occur during high-traffic periods. For more details on our client-side setup and console logs, please let me know what specific environment information would help diagnose this.

October helpdesk roundup: what shipped in Intercom this month Here's a round-up of the latest Intercom Helpdesk releases from the past couple of weeks. Full details are in the Intercom changelog. 👥 Workforce and routingWorkforce Management is now available with the Pro add-on (15 Oct). Forecast volume, build and reuse schedules, see where you're short-staffed, and review team performance, all inside Intercom. If you used it during the beta, your setup is still there, but you'll need the Pro add-on to keep using it. Skill-based routing for phone calls (16 Oct). Calls now ring teammates with the matching skill first, using the same skills you already use for chats and emails. 📥 InboxFlexible snooze options (23 Oct). Admins can create their own snooze options, such as "In 2 hours" or "Friday at 5pm", group them into lists, and choose which teams use each list. Follow conversations and tickets (21 Oct). Stay in the loop on a conversation without being assigned to it, with a new "Followed

Our company offers software which contains databases our end users need for their work. The databases sometimes use difficult terminology that is hard to interpret for our users. In an attempt to improve the ‘readability’ of the databases, I have recently uploaded a bunch of ‘metadata’ associated with the most used databases in our software - breaking FIN as a result.Prior to starting the upload December 2025, I had contact multiple times with my Intercom account manager to determine the ‘optimal’ way to upload a large amount of qualitative (text) data to Intercom. The data on our end originally is stored in JSON format - a format we can’t directly upload directly to Intercom. After some discussions, we opted to split the JSON file into smaller .txt files, which we manually uploaded as ‘snippets’ to Intercom. We have spent a considerable amount of time setting this up. Now the system is ‘stuck’ since Christmas 2025, with no viable solution yet in place. No new content we upload is inge

Hello, I’m experiencing a problem where the Intercom chat does not open when a user taps on a push notification on iOS. I have implemented the Intercom React Native plugin as per the documentation, and the messaging functionality works perfectly. Notifications are received correctly, but tapping on them does not open the chat as expected. Environment Details: • Platform: iOS• React Native Version: 0.74• Intercom React Native Plugin Version: 8.1.0 Problem Description: • The Intercom messenger is fully integrated into my app, and users can send and receive messages without any issues.• Push notifications from Intercom are successfully delivered to the device.• According to the documentation, tapping on a push notification should automatically open the relevant chat within the app. However, this is not happening on iOS.• When I tap on a push notification while the app is closed, the app opens but does not display the chat. Instead, it remains on the previous screen or the home screen.• I

Hello,Based on the documentation (https://www.intercom.com/help/en/articles/3894-using-intercom-with-content-security-policy), it appears that both unsafe-inline and unsafe-eval need to be added to our Content Security Policy in order for the JavaScript widget to function.From a security perspective, this raises serious concerns, as it increases the attack surface. Our reporting endpoint shows that unsafe-inline isn’t actually required by your code, but unsafe-eval is being triggered in the vendors-app-modern.js file at the following line:var mod = eval("quire".replace(/^/, "re"))(moduleName);Is there any way to eliminate this eval call? If not, we may need to reconsider our use of Intercom due to these security implications.Best regards,Salim

We've recently been experiencing an issue with the Data Export API.The export jobs are submitted successfully, but when polling their status, the API returns in_progress a few times before eventually returning the following error:{ "errors": [ { "code": "service_unavailable", "message": "Sorry, the API service is temporarily unavailable" } ]}The transition from in_progress to this error often happens within just a few minutes.An example export job ID is 8ejdlg23rdolf8l2.This has been happening consistently with recent export request.