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We are piloting something on our platform and I created a Monitor to track all conversations related to this pilot. However, there is currently not a good way for a group of people to track when a new conversation was created other than to manually check the monitor. Currently, the only automation we can do is to assign a reviewer round robin. My feature request is to be able to send in-app notifications or emails to the Intercom users that we select. This could either be a daily notification, or a notification every time a conversation is flagged by the monitor. We have multiple stakeholders who don’t necessarily need to review to update Fin content but need to review both the customer sentiment and functionality of the pilot based on what users are reporting to our support team. It’s helpful for them to see the scorecard as well, so a Monitor is more useful to them than a report.  

Hello Intercom Community!We have been live with Fin for just over a year now. We began small with a subset of beta users, then went live with all users on our Cloud platform on January 1st 2026. While there are bumps and dissenters, overall the reception was positive and we saw steady growth/use AND witnessed a direct decline in the number of support cases, which is one of the primary goals.HOWEVER. We seemed to have plateaued and are now seeing a change in Customer behavior as users are actively avoiding Fin: while the number of daily chats remains about the same (as we are adding new users weekly), we have seen a steady increase in our support call and email volume over the last 2-3 months (see the below chart which clearly shows this shift in behavior; Fin is replacing the ‘In-app’ support channel, but notice how the Call and Email channels are now steadily increasing).Note: We currently have Fin setup to only act as a ‘first line of defense’ on questions, and he does NOT interact 

The Intercom platform has following webhook topics: - conversation.admin.replied -- Admin conversation replies - conversation.operator.replied --  Fin/Bot replies to a conversationHere all topics https://developers.intercom.com/docs/references/webhooks/webhook-modelsDuring the tests with reusable workflow, I noticed that Bot replied are send in both topic. As a result, service receive two messages.Below an example of Bot reply message in `conversation.admin.replied`:{ "type": "notification_event", "app_id": "l4e36xhv", "data": { "type": "notification_event_data", "item": { "id": "215474343849634", "...": "...", "conversation_rating": null, "title": "Andrew", "custom_attributes": {}, "conversation_parts": { "type": "conversation_part.list", "conversation_parts": [ { "type": "conversation_part", "id": "4576

We would like to request a better way to organize linked websites for Help Center content (linked websites cannot be managed or organized, even into simple folders.)!--scriptorendfragment-->

Hi Intercom Team,We're hitting intermittent errors from the REST API that appear out of the blue — not correlated with our request rate or any code change on our side — and that succeed when we retry a short while later.The responses come back as HTML (nginx), not the usual JSON. Two examples:404 Not Found — GET /companies/scroll, x-request-id: 000fb95rqvhcl5nf9to0 403 Forbidden — seen previously (HTML, no x-request-id / x-ratelimit-limit headers)We've increased our retry/backoff, which recovers most occurrences, but some still fail outright.This looks like prior reports:https://community.intercom.com/api-webhooks-23/getting-404-502-and-504-error-from-api-at-the-first-time-then-success-after-retry-10039 https://community.intercom.com/api-webhooks-23/api-requests-are-returning-403-4656Any help here would be pretty appreciated. Happy to share timestamps and more request IDs.Thanks,Faruq 

I add an outgoing post every month, to let our clients know of upcoming Windows updates / server reboots.I remove these posts from the Outbound > Messages section, but they remain visible and accessible in the front-end Intercom messages that are visible to our clients.Is there a way to have these removed?Thanks​​​​​​​Mark

My company has used Intercom for years but we have not yet made use of subscription types. We have hundreds, if not thousands, of customers who have opted out of all emails so they aren’t receiving account related emails. The only real option I see is to use the subscription opt-in form but we can’t force customers fill that out. Because of that, the subscription type opt-in for account level updates isn’t reliable. What’s the best way that I can make sure customers are receiving account level updates? We do currently use in-app messaging to account for people who have unsubscribed.

Hi - I am sure some of you got into this issue, so any best practices are more than welcome. I want to connect Confluence to Fin as a content sources, however I can see that the articles in Confluence are automatically synced as internal articles. So 2 questions? 1. did you find a way to sync as public articles or to move them in bulk to public articles? i2. if not, what workarounds do you suggest for Fin to be able to provide these articles as sources?   What I want to obtain is an initial Fin answer that at the end gives the link to the sources he used, and that includes Confluence articles. Thank you. 

When did Intercom disable the functionality for viewing past conversations for the end users?It is a HUGE downgrade for us and for our customers. We depend on them being able to view the previous conversations.

Hi everyone,We’re trying to build an Intercom Data Connector that retrieves customer-specific data from our backend.Our backend API requires a user-specific access token. This token is generated only after the customer completes an OTP/authentication flow, and each customer receives a different token.The flow we want to support is: The customer completes OTP authentication. The OTP/auth connector returns a response containing: { "data": { "access_token": "..." }} A second connector should then call our recommendations API using that token in the Authorization header: Authorization: Bearer <data.access_token>The issue:When we try to pass the token dynamically in the connector header, for example:Authorization: Bearer {{accessToken}}or by using a value returned from a previous connector/action, our backend does not receive the Authorization header/token.The only setup that worked was using Intercom’s Authentication Token feature with a static Text token. However, this does n

Bug Report: Unrecognized selector sent to CPTemplateApplicationScene (CarPlay) — iOS 27 Summary The Intercom iOS SDK crashes the host app with an **unrecognized selector** exception when aCarPlay scene is involved in scene lifecycle. Intercom sends a `UIWindowScene`-only selector to`CPTemplateApplicationScene`, which is a sibling of `UIWindowScene`, not a subclass — so themessage is unhandled and the app terminates. This is the same long-standing defect previously reported as`-[CPTemplateApplicationScene windows]: unrecognized selector`( and )On **iOS 27** the selector has changed to a different `UIWindowScene`-only API: -[CPTemplateApplicationScene _enhancedWindowingEnabled]: unrecognized selector sent to instance Environment Intercom SDK | 19.3.2 (intercom-ios-sp, SPM). Also reproduces on latest 19.6.3 — updating does not fix it.iOS 27 (also historically reproduced on earlier iOS with the `windows` selector variant)SwiftUI/UIKit app with a separate CarPlay scene (`CPTemplateApplicati

Hey all!I’d been exploring this using Fin but had hit a road block and wanted to see if anyone had created anything like this:We want every negative Fin CSAT to create a ticket to our team to review to see if we could make any changes to Fin.We use a reusable workflow to route negative Fin CSATs to the team - and we want that to continue - but in the background we want this ticket to route to a different team to review. Any thoughts? My first post here, so let me know if not the right format.

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Hello everyone,I am facing an issue with Intercom Push Notification when it is a cold start (App is terminated, you receive a Push Notification and this notification will wake the App). While testing on Simulator that, if i am running my app from Xcode, terminate the App (on Simulator, not on Xcode), send a message to my test user, wait the push notification, receive it, tap on it but when i tap on it, Intercom Messenger does not opens the modal chat, it keeps me on my WorkListView (WorkList is a subview of RootView, that appears after SplashViews finish animation and transit to WorkListView).I have already made installation (API Key, API ID and Push Notifications are enabled on Settings > Channel > Messenger > Install > Install for Mobiles), Apple Developer is already configured, when i open the Messenger on my App, i can send and receive messages. When App is open but in background i am able to receive and wake the app in the correct modal Intercom window chat, but only t

Hi Intercom community 👋We're mid-deployment of Fin and have run into two issues I'd love input on - both from the community and from Intercom's side.1.Rule slot competition - scaling concernWe've noticed that rules are not being consistently retrieved during conversations, even when written with "ALWAYS" phrasing. This is a real problem for us.Some context:- The Fin Academy stated Fin can use up to 100 rules in a single reply- In practice, we're seeing what appears to be a 10–15 rule competition limit per reply- We're only in phase 1 of our deployment - we have 3 additional product areas to support, each requiring their own specific rules- Our sales contact from intercom indicated that the rules limit could be increased if neededMy questions:1. What is the actual enforced limit on rule retrieval per reply?2. If the per-reply competition slot is the real ceiling, does raising the total rules cap actually make a difference?3. Is there a recommended architecture for scaling Guidance rule

Please make the Monitors list view reflect the real review status. Right now, a conversation can be Submitted but still appear as Unreviewed in All reviews, which makes it hard to trust the list for what’s actually left to review.

In the last few weeks, it appears Intercom’s behavior around handling copy/pasted email addresses have changed and I really don’t like it. I’m trying to quickly fill out an email template and want to replace a few PLACEHOLDERS with a plain text email address like test@example.com. But now the current behavior instead of replacing the text with email is just adding a mailto: link. So instead of “test@example.com” it becomes “PLACEHOLDER” .I don’t think there’s any universe where adding a mailto link to my intercom message would ever be desired. This is causing me about 2 extra keystrokes to deal with and in aggregate it’s quite annoying behavior and unwanted.

For those of you managing multiple brands within Intercom, I'd love to hear about your approach and any lessons learned.What best practices have worked well for you when using Intercom and Fin across multiple brands? Are there specific do's and don'ts you would recommend?Intercom appears to be optimized primarily for single-brand organizations, so I'm interested in learning how others have structured their instance, content, workflows, and AI experiences to support a multi-brand environment.  As an Intercom Manager, my focus is on managing the customer experience, support operations, content, and AI performance—not on building and maintaining complex technical integrations or data connector strategies. We have dedicated teams for that. I'm particularly interested in understanding how other organizations have kept multi-brand management simple, scalable, and sustainable from an operational perspective.What has been most successful for your team? And just as importantly, what mistakes or

Issue: Fin sometimes have a follow up question, “Is that what you were looking for?” / “Did that helped?”Customer replied: “ok” “okay thanks” “cool” “got it” BUT, they’re not totally done with their concern. This is affecting Fin CSAT. 

Hi,We’re struggling with Fin’s behavior outside office hours, and at this point it’s becoming a critical issue for us. We’ve been in contact with support, they are looking into it. We’d really like to hear if anyone in the forum has tips or experience with the same issue. Expected behaviorFin should run 24/7 Answer what it can Not escalate when we are closed Inform the customer to return during opening hours if needed Continue the conversation and close it after inactivity What is happening1. Conversations are escalated anywayFin sends the away message But still creates an open “unassigned” conversation These pile up into a backlog we explicitly do not want 2. Fin stops respondingThe Fin step is skipped completely Customers often receive the away message twice The conversation just stopsThis creates a very poor and confusing experience. 3. Conversations never return to Fin Previously:Fin continued after the away message Conversations were handled and automatically closedNow:Conversatio

How can I reassign a closed conversation without reopening it?Currently, if a conversation is assigned to Person A and its status is Closed, reassigning it to Person B automatically changes the status back to Open.Is there a way to keep the conversation Closed while still changing the assignee?

Hi everyone,We’re using Fin in Hebrew, but we keep seeing cases where Fin adds random English words inside Hebrew replies, even when those words do not appear in our Help Center articles or snippets.We also had a more serious case where Fin inserted Japanese/Chinese-looking characters into a Hebrew customer-facing reply.We already added clear Guidance telling Fin to reply fully in Hebrew and avoid English unless it is a brand name, URL, product name, or a required term. The issue still happens.Intercom Support suggested using Guidance and mentioned the multilingual glossary, but also clarified that the glossary does not apply to AI-generated replies.Has anyone using Fin in Hebrew or another non-English language found a reliable way to prevent this?Is this something Guidance can actually solve, or is this a current limitation of Fin?This is affecting customer trust, so any practical advice would be appreciated.

 Hey community,Trying to connect Intercom to our Discord server and hitting this error:"This bot can't join more servers as it has not been verified or is requesting gateway intents it has not been verified for."Fin confirmed the bot is pending Discord verification and there's no workaround. Raised it with Engineering Support, they confirmed it's a known bug, created a ticket, no ETA.A few questions:Is anyone successfully using the Discord integration right now? Was there a point where it worked and stopped, or has it never worked? Any workaround — e.g. does the server need to be a verified/community Discord server?Seems like a critical gap given Intercom is promoting it as a supported channel. Curious if others are affected.

When uploading pdf/docx files, what is the best method to ensure that as much information as possible it kept? The initial PDF manuals are 100+ pages, and it seems to destroy any formatting there, and Fin AI seemingly has trouble reading it. I tried multiple methods. The most success came from converting to a markdown file using Claude, and downloading that as a PDF. However, that got rid of a lot of spaces (especially where there are charts), and only 2-3 headers actually got written as headers.

We have 100+ physical audio technology products (along with manuals for all of them). Additionally many of them have similar names. First, we need Fin AI to differentiate these products. Second we need to have Fin AI be able to do troubleshooting and give product recommendations. What would be the best practice for getting Fin AI to differentiate our products, and not make any up.Additionally, for troubleshooting, are we best off letting Fin-AI just try to handle it, or should we create procedures that run customers through their problem. Let’s say we choose procedures, how should I make sure Fin AI uses the relevant content (correct manual) for every device?