Recently active topics

Workforce Feature RequestSubmitted

Raymond GarciaNew Participant

Hi Product Team - I would like to request a feature in the new Workforce feature of Intercom under Forecast, I can only select chat, email, Android App, and iOS App. I would like to request if we can include phone data as well. As most of the employees are both handling calls and chats. It will be easier for us to forecast the number of staff if our operational structure is like that. FIN AI advise to extract the call numbers in Reports, but I think it will be easier to forecast staffing if we can tick both calls and chats. Thank you!

Detect correct customer Company from forwarded emailSubmitted

Campbell McGuinessActive User

When a teammate forwards an email to Intercom using the workspace email address, Intercom detects the customer in it correctly, however the conversation or ticket is not linked to that customer's company, instead it is incorrectly linked to the forwarding teammate's company.

Conversation AI summary - Prompt adjustmentSubmitted

Kelly ReiNew Participant

AI Summary can sometimes generate inaccurate information when summarising chat conversations. This requires teammates to spend additional time reviewing, correcting and rewriting the summary before it can be saved as interaction notes.Teammate review will remain an important part of the process; however, improving the following behaviours would reduce review and editing time while improving the accuracy of the initial summary:Maintain chronological order: Keep customer queries, discussion topics and actions in the order they occurred during the conversation. Exclude sensitive information: Do not include bank account details in the generated summary. Maintain correct attribution: Do not change which party provided information or made a statement. Information provided by the customer should remain attributed to the customer, and information provided by the teammate should remain attributed to the teammate, even if an alternative attribution appears more logical.Desired outcome: A more ac

Customise Email NotificationsReleased

Sam HelmNew Participant

Currently the email notification that users get for a ticket in Submitted, Resolved etc are default and uneditable. This has caused issues when a ticket is raised via email the customer gets a generic email stating the ticket is in Submitted and we will reply soon.We should be able to customise the templates that send out for each ticket state change notification.

36615

Danielle GemberlingNew Participant

text formattingSubmitted

I love that we have the option to use formatting tools in certain ticket types. However, if that could be available for all types, that would make things much clearer for our customers. We are constantly relaying complex information, and the ability to underline, bold, change the color (to link related things) would make such a difference!

The ability for some workflows to be private for individualsSubmitted

Or BarnivNew Participant

I want to create a workflow that only I can trigger from my team. Currently it’s not possible to make workflows if you don’t have the right permissions and It’s not possible to make a workflow visible just for one person

published in Customer Success Stories

Dianah TripacLeading the Community @ Fin

How Fin Reached 83% Automation RateSuccess Story

How Fin's own support team reached 83% automation and rebuilt around AI Our support team set out to become Fin’s best reference customer. That meant rebuilding our support model around AI, not retrofitting AI onto the operation we had.Here’s what changed: Created dedicated knowledge management and conversation design roles. Established clear ownership across AI Support, Human Support, and Support Operations & Optimization. Made ongoing content improvement part of the team’s work. Shifted human support toward complex technical queries and proactive, consultative support. Today, Fin automates 83% of our total support volume with an 84% CX Score. Support demand has increased by nearly 300%, reaching around 70,000 questions a month, without a corresponding increase in headcount. Read the full story

290

Screen reader does not announce name for iframe present on YouTube video in windows.

MsfteDADNew Participant

asked in Reporting

Test Environment:OS: Windows 11 version 25H2 (OS Build 26220.7523)Browser: Edge (Version 151.0.4129.15)Screen Reader: NVDA (2025.3.2), JAWS (2026.2512.50), NarratorURL: https://help.enlyft.com/en/articles/11242176-enlyft-web-browser-extension-download User Impact:Users who rely on screen readers cannot understand the purpose of the iframe because its name is not announced. This makes the video content inaccessible and prevents users from deciding whether to interact with it. Pre-Requisite:Turn on Screen Readers: NVDA: Ctrl + Alt + N JAWS: Ctrl + Alt + J Narrator: Ctrl + win + Enter Verbosity: NVDA: Default JAWS: Beginner, Highest Narrator: Default Repro Steps:Open the URL: https://help.enlyft.com/en/articles/11242176-enlyft-web-browser-extension-download in edge browser in windows. Press down arrow key to navigate to the YouTube video in browse mode. Verify whether Screen reader announces the name for iframe present on YouTube video in windows or not.Actual Result:Screen reader do

1382

published in Customer Success Stories

Dianah TripacLeading the Community @ Fin

How Personio Cut Support Tickets at Peak Volume

How Personio achieved their biggest-ever drop in human support contact rate during their busiest month As one of Europe's leading HR software platforms, Personio supports 16,000 companies and 1.5 million employees. That scale translates into roughly 40,000 support conversations every month. With Fin, Personio:• launched ahead of their busiest month of the year• resolves around 80% of all conversations automatically, which equals to ~30,000 resolutions every month• reduced human support contact rates by 25–30% globally and by 40–50% in the small business segmentBut what stood out beyond the automation was the visibility. Fin helped the team understand where customer experience was breaking down, uncover documentation gaps, identify product limitations driving support demand, and spot opportunities to improve internal processes. Read Full Success Story Here

140

Four Fin Academy courses are now live on YouTubeNews

Dianah TripacLeading the Community @ Fin

Hey team! Quick announcement: Four Fin Academy courses are now live on YouTube! 🔎The Customer Education team picked our highest-priority courses to publish first, and they're now public on the Fin channel:Setting up your AI-first helpdesk Optimize Fin Build Fin Procedures Fin for Sales

100

Slack Reaction Will Trigger IntercomSubmitted

Mor CohenNew Participant

Currently, when a user is using slack to interact with us- we don’t have the ability to act on emoji reactions during the conversation. Intercom does have the “start a conversation according an emoji” but it’s only at the start of a conversation, not during it. For example, I answered a customer and they reacted to my message with the emoji “thumbs up” (not as a text message, but reaction to my message), In those cases I would like to create a trigger that will automatically close the conversation- and not continue with other flows.

Turn off away‑mode banner in InboxSubmitted

Lepish StevensNew Participant

I manage a team that takes inbound support requests to our inbox and thus my status is always away by default and re-assign replies. I only jump in a chat/email when needed.I constantly get a banner that pops up letting me know I am in away mode and it’s annoying and disruptive. It shows up every time I navigate to the inbox and blocks me from seeing items in the left side menu.

CSAT Multiple ParticipantsSubmitted

Kevin JesmainNew Participant

I understand the logic behind why CSAT’s aren’t sent in group conversations because it won’t know who is filling it out. An easy workaround is that if it is a group conversation and CSAT is sent it will ask the user to type their name. Really would appreciate this as 95% of our conversations are group conversations and I will likely switch to a typeform instead but would much rather keep everything in intercom.

1934

posted in Fin Tips from Expert Users

Dianah TripacLeading the Community @ Fin

Fin Pioneer & 2026 new launches

Our Fin Community Expert @Conor chats with Alan Gleeson from Otonomee about:→AI and humans together, and reaching a human should always be easy→ Fin Skills, for messy problems with no set path→ Fin for Success, moving Fin from reactive support into proactive customer success→ The new Apex models→ Human in the Loop for email replies Watch full episode here

210

Dianah TripacLeading the Community @ Fin

Community Office Hours Updates & RecordingsFin Community Office Hours

Two Community Office Hours this week. Fin Office Hours: Every Monday, focused on Fin success, plus Q&A about Fin and Intercom Helpdesk. These sessions help customers get the most out of Fin and optimize their Helpdesk setup. Procedures & Data Connectors Office Hours: Every other Thursday, focused on procedures and data connectors. See below the key takeaways & recordings for each:Fin Community Office Hours - Key takeawaysCustomers are moving from initial Fin adoption into more advanced workflows. Strong interest in escalation guidance, including hardcoding messages and communicating expected response times. Customers want to avoid duplicate messages when Procedures hand off through Workflows. Demand for best practices to make advanced Fin workflows reliable and polished during rollout.Big theme: Customers want confidence that advanced Fin workflows deliver consistent, predictable escalation experiences. Watch the recording hereRegister for the next weekly event taking pl

130

Dianah TripacLeading the Community @ Fin

Procedures & Data Connectors Office Hours Recording & Key Takeaways - 17 SepCommunity Office Hours

Procedures & Data Connectors Office Hours 17 Sep Key takeaways:32 attendees, 26 companies, 3 breakout rooms, 3 Community Experts, 1 Fin SA, Fin team.Procedure triggering reliability is the #1 pain - advanced procedures don’t fire consistently. Strong demand for failure debugging - customers can see failures but not where or why. Compliance gap emerging: regulated customers need Fin response audit trails (fintech customer raised 3x).Big theme: Customers are building increasingly complex procedures and hitting the ceiling on reliability, debugging, and compliance visibility. Watch the recording here Join the Fin Procedures & Data Connectors Office Hours to connect with Fin Community Experts, Fin Solution Architects and the wider Fin team to help you answer your questions, unblock blockers, inspire you on how to make the most use of Procedures, go live with your first Fin Procedures and optimize your setup for those already live. Register here for the next Fin Procedures & D

120

Dianah TripacLeading the Community @ Fin

Fin Procedures London Workshop

This was our first in-person workshop with Community Experts Participation 🥳7 companies and 10 Fin customers came together to connect with the Fin team and our Fin Community Expert @Conor for an in-person workshop in London all about helping customers build their first procedures and increase their success with Fin.6 new procedures went live since the workshop, with 9 drafted live on the day; Gecko Labs launched its first procedure 🚀You absolutely smashed it @Conor, true Super Star!

Add ticket state filtering to the Inbox table viewSubmitted

David KleinburgNew Participant

In the Inbox table layout, it’s currently not possible to filter tickets by specific ticket states. While the conversation status dropdown (Open / Closed / Snoozed) works in table view, there’s no equivalent dropdown for custom ticket states.It would be very helpful to have a similar dropdown in table view that lets teammates quickly filter the table by one or more ticket states (including custom states). This would make it easier to work with tickets directly in table view without needing separate Inbox Views for each state.

Dianah TripacLeading the Community @ Fin

Fin Office Hours 14 Sep. Recap & RecordingCommunity Office Hours

Weekly Community Meetup Office Hours updates and key takeaways. If you missed this event, here is the recording to catch up.Key takeaways:Strong demand for measuring specific Fin changes → Evals & Monitors resonated. Customers want Data Connector health visibility over time and proactive troubleshooting before launch. Interest in procedure configuration tips & best practices. Human in the Loop was highlighted as an amazing tool. Growing interest in Fin use cases across industries, including finance and cybersecurity. Clear appetite for practical demos on Evals, Data Connectors, Analytics & maximising Fin resolution.Big theme: Customers want to proactively measure, diagnose and improve Fin.Watch the event recording here Join the weekly Community Office Hours to meet the Community Top Experts, connect with customers for a Q&A first event and demos where we help customers make the most of using Fin.Register for the next weekly event taking place every Monday here.

110

Review and update my own permissionsSubmitted

Rosie BrownNew Participant

It seems inane to me that I cannot review and update my own permissionsNew features are available and I cannot activate them on my own profile and would have to get someone else in my account to do this for me?!? I understand that it is setup this way “so there is always an admin” but just block that toggle! I need to be able to see what I do and do not have access toI need to, as the account admin, be able to enable settings that others do not need and or should not have access to.I should not have to rely on guiding someone else to enable a setting on my profile, that I don’t actually know where it is yet, to get access to basic items

120

Diego SolisNew Participant

Ticket titleSubmitted

The ticket title is not flexible. User notify by email about ticket are getting "ticket number XXX” which does not mean anything for them. Our contact form generates tickets on Intercom, with a proper title but when we reply to the user, they get an override title with “getaround ticket xxx”/ this is just bad UX with 0 purpose

Facebook Comments – Ability to View Original Post/ThreadSubmitted

Stacey BarthNew Participant

We manage multiple Facebook pages as well as a large Facebook group through Intercom. One challenge our Support team runs into is that when someone comments on a Facebook post, the comment comes into Intercom without the context of the original post or thread.This can make it difficult for our team to understand what the user is responding to and provide an accurate response.It would be extremely helpful if Facebook conversations in Intercom included a direct link to the original Facebook post/thread the user commented on. This would allow our team to quickly view the context before responding and provide better, more accurate support.

221