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Recently, a new "From" field/line was added at the top of the chat panel with a customer. Unfortunately, this element takes up almost half of the visible screen area in the chat view.While I understand this might have been introduced as part of a design refresh or to improve context visibility, in practice, it significantly hinders daily workflow: Drastically reduced readable area: Agents now have to scroll constantly just to read brief message threads. Slower response times: Managing multiple conversations becomes inefficient when key information and context are pushed out of the viewport. Could you please consider making this header more compact, collapsible, or giving us an option to customize/hide it? 

We've had multiple instances now that calls come in (get added to a team) but no-one can pick-up the call. Is configured, and we see a button in the conversation, but when we click on it nothing happens. Has anyone else experience this?

HelloWhen we try to send a picture on Instagram it doesn’t work anymore as it was working previously.If the customer send to us it’s working very well but not in the other way.It’s just red.Conversation : 215475580844736 

self‑only performance view in Workforce  (So an agent will only see their performance an not the whole team) - I believe this is in progress as per conversations with the Workforce team but just looking for an update.

Hi intercom,In order to integrate with other chat service.We're evaluating the possibility of replacing the Messenger widget with our own chat UI, backed by the conversation API / or intercom-node. I found this post before: You will need to handle apps inserted into the messenger and conversations. You will miss out on a lot of the features offered by Operator. May I know what exactly will miss / break if connecting via API ?this is what i found so far: 1. Canvas Kit apps in conversations2. Fin replies: does Fin's answer arrive as a normal `comment` part (plain text/HTML we can render) ?3. Read/seen stateAnything else that silently breaks in a custom UI when Operator/Workflows run ?Or is there a guidance in document regarding this approach?Thanks

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

Please allow custom auto-close timeouts beyond the current 15-minute maximum for incomplete Workflow conversations. Our customers may need more than 15 minutes to read Fin’s answer and reply, especially on mobile or when they need to gather information. A configurable timeout—for example 30, 45, or 60 minutes—would prevent conversations from closing before customers can respond, while still allowing us to manage inactive conversations automatically.The current setting only offers 3, 5, 7, 10, or 15 minutes. 

Hi everyone,I'm hoping someone has run into this before.We're currently migrating our internal Knowledge Base into Intercom for Fin/CoPilot, but we're not manually creating each article in Intercom. Instead, we're uploading our existing documentation from Google Docs (exported as .docx) or as PDFs. We don't use Notion, Guru, or Confluence.The problem is that every upload loses a lot of its formatting, making the articles much harder for agents—and Fin/CoPilot—to read.I've already tried pretty much everything I can think of: Using Normal text only (no Heading 1, Heading 2, etc.) Using bold text instead of Word heading styles Keeping section labels (Purpose, Process, Before You Begin, etc.) as bold text on their own line Using bold for step titles (e.g. Step 1: Verify the order) with normal text underneath Keeping formatting very simple with basic bullet points Uploading both .docx and PDF versions The formatting still gets stripped or flattened during import.Has anyone success

Getting intermittent hard bounces from Outlook/Microsoft recipients:```550 5.7.515 Access denied, sending domain HELP.HUEL.COM doesn't meet the required authentication level.SPF=Fail, DKIM=Pass, DMARC=Pass``` Setup: domain SPF managed via Sendmarc, mail sent through Intercom → Sparkpost EU. DMARC passes via DKIM alignment, so by DMARC's own rules this should be fine — but Microsoft is rejecting on SPF specifically.I’m being told by Intercom that this is just an accepted loss with not being able to respond to these customers.  Anyone else experience this?  

Hi everyone, We receive inbound conversations through WhatsApp, but in many cases the customer’s WhatsApp number is not associated with any existing user in our Intercom workspace. Our desired flow is:The contact starts a conversation via WhatsApp. We ask for their email address. Intercom checks whether that email already belongs to an existing user in the workspace. If it exists, we send an OTP code to verify ownership of the email address. Once the verification succeeds, the conversation is automatically associated with the existing user instead of remaining as a lead.Is this flow possible using native Intercom features only (Workflows, Fin, identity verification, etc.), or would it require implementing it through the Intercom API? Thanks in advance!

When an admin sends an outbound email from Intercom, the message exists as a message object but no conversation is created until the recipient replies. Because of this, the API cannot retrieve the outbound email via the conversations API (GET /conversations/{id}) until a reply occurs.Request: allow the API to retrieve admin‑initiated outbound emails immediately after sending, even if the recipient has not replied yet. This would enable better auditing, logging, and integration workflows for outbound communications.

 Yesterday and today we experienced two inbound phone calls in a short period where the phonecalls entered the Hold and assign call step and remained In queue.No available teammate was automatically offered the call, even though atleast one teammate was active and could immediately answer the call manually.Can someone of Intercom check the backend routing logs to determine why no teammate was selected for automatic assignment for these conversations? I've already tried to figure out what might have gone wrong, based on the logging I am thinking it might have something to do with the away status and how we have configured our workflow, but no clear reason could be determined.We have enabled Show team composition in conversation event log, but no team composition events are written to the conversation timeline for new inbound calls. Is there any prerequisite for this feature, or is it expected to work for all Phone conversations?We compared a successful inbound call with a failed inbound

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 

In office hours, the word “minuutin” is inflected incorrectly. Should be “minuuttia”.    

Anyone else making Fin proactive? How are you triggering it — quick replies or the banner with the three options?We've connected live user activity from Amplitude into Fin soand are using it to make Fin proactive based on real-time behavior. Trying to figure out the best way to actually surface that.So far I've tried:Quick replies — feels like the more unstable/experimental route (schema reference), and the options end up as pretty terse one-liners The banner (three-option version) — more stable, but too small to show the full message before engagingWe want to find a solution that lets us show a bit more text in the proactive message — something in between: more room than the banner gives, but without shrinking down to quick-reply one-liner options.Curious how others are approaching this — which method have you had the most luck with, and any gotchas I should know about before going further down one path?

Hi all,We're seeing an issue after conversations are handed off from Fin to Zendesk:Customer messages are successfully reaching Zendesk Conversations are being assigned to agents as expected Agents can reply from ZendeskHowever, the customer never receives the agent response in the Messenger widget. Instead, the widget remains stuck on: "Waiting for a teammate" The handoff itself appears to be working correctly, so the issue seems isolated to agent replies not syncing back to Messenger after the conversation is assigned. Has anyone encountered this before or have suggestions on where we should investigate? Screenshot attached for reference, thank you in advance!  

Good morning! I have a question regarding the current Messenger outage.Are customers still able to submit support tickets, and if so, do those conversations simply remain in the queue until the outage is resolved? Is there any message displayed to users who are trying to access the Help Center or contact Support during the outage?I'm also wondering how this outage impacts our responsiveness metrics. For example, does the time waiting during the outage count toward our first response time and responsiveness reporting?Thank you!

From virtual styling to personalized product recommendations, AI is reshaping eCommerce. How do you think jewellery brands like Ears Decor can use AI to improve the customer experience? Explore their collections at https://earsdecor.com.

AI is changing how customers discover and buy jewellery through personalized recommendations, virtual try-ons, and smart search. I noticed Ears Decor uses a modern online shopping experience for diamond and gemstone earrings. Do you think AI will become the standard for jewellery retailers? https://earsdecor.com

Hi team,We're integrating Intercom's MCP server into Fieldwork, an AI agent platform for consumer-brand operators. Our users connect their own Intercom accounts, and the agent calls Intercom tools on their behalf.Dynamic Client Registration against https://mcp.intercom.com currently returns:{ "error": "invalid_redirect_uri", "error_description": "Redirect URI https://app.getfieldwork.ai/api/connectors/oauth/callback is not in the allowlist, reach out to Intercom Customer Support if you believe we should support it"}Following the format Seán set out in the earlier thread on this:Product or tool name: Fieldwork (https://getfieldwork.ai) Exact redirect URI to review: https://app.getfieldwork.ai/api/connectors/oauth/callback Production or staging: production (our only environment) MCP endpoint targeted: https://mcp.intercom.com Use case and distribution model: Fieldwork is a multi-tenant SaaS product. Each end user authorizes their own Intercom workspace through OAuth 2.1 authorization c

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.