Unanswered questions

We currently use Fin for Zendesk Messaging and have noticed that when using Fin CSAT, users have an unlimited window to submit their survey response even after a conversation has been “closed”. This results in users sometimes submitting responses over a month after the initial conversation took place, which may not be fully indicative of their experience.How do other Fin customers handle this? Is there a workaround besides disabling Fin CSAT?

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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. 

Something is going wrong with my anti-repetition guidance. No matter what, Fin will not stop repeating/rephrasing the same answer multiple times. I have guidance on asking clarifying questions and am wondering if that’s part of the issue. My adjustments to clarification guidance also aren’t making things better. Using optimize and other ai tools isn’t helping.I’m stuck and am a team of one. If you have any suggestions or examples that work well for you, please list them here!

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.

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 

Hi everyone! I'm exploring best practices around chatbot deflection and would love to hear from this community's experience. Even though you may be using Fin, the underlying strategies likely apply across platforms.We're currently using AI chatbot tools for customer support and are looking to improve our deflection strategy. A few questions I'd love your input on:What deflection rates are you seeing, and what's considered "good" in your industry? What types of content (articles, FAQs, flows) drive the most successful deflections? How do you measure true deflection success vs. a user who just gave up? What's the biggest mistake you made early on that others should avoid? How do you handle graceful handoff to a human agent when the bot can't resolve an issue?Appreciate any tips, benchmarks, or lessons learned, even if your setup looks different from ours!

Today, teammates can reply to customer tickets and conversations from their email inbox. We’d like a workspace setting that disables teammate email replies, so teammates must reply only inside Intercom (Inbox). This helps prevent accidental customer-facing replies (for example, when someone thinks they’re adding an internal note) and ensures every response is clearly visible and auditable in one place.I’m not sure how best to do this today as haven’t been able to find the settings for this, we were able to do this super easily in Zendesk. Thank you!

I find the in app Fin experience on intercom to be incredibly helpful and I use it all the time. However, I get so many “rate your conversation” emails that it is starting to get annoying. Is there a way that I can mute these? To be clear, this is my as an intercom user using the in-app Fin to ask intercom related questions. Thanks!

Hi,I’m using the Intercom Messenger SDK in a React application and I’m trying to pass contextual data onto the conversation as conversation attributes.For example, I want to set values such as:workspace_name workspace_id current_url subscription_plan item_id item_title item_urlThese values are specific to the conversation the user is starting, as a user may be in different workspaces or different parts of the application at different times, so storing this as user attributes is not appropriate because the values can change from conversation to conversation.Fin suggested updating user attributes via the SDK, but that does not solve the problem for us. We need the data attached to the conversation itself, so it can be used reliably in Workflows, Inbox, and downstream connectors.It feels like the Messenger SDK should support setting conversation attributes when opening or creating a conversation. I’d prefer not to make a separate REST API call to update the conversation after it has been

 Hi everyone,I am opening this feature request to address a recent and highly crucial update from Meta’s WhatsApp Business Platform ecosystem: the official support for WhatsApp Coexistence.During my interactions with the Intercom support team, there seems to be a misconception that using the WhatsApp Business App and the Cloud API simultaneously on the same phone number is either unofficial or a workaround. I want to clarify that this is now a fully official feature documented and supported by Meta, and having Intercom support it natively would be a massive game-changer for many businesses.What is WhatsApp Coexistence?Meta now officially allows businesses to register and use the same phone number concurrently across the WhatsApp Business App (mobile/web) and the WhatsApp Business Platform (Cloud API).When configured correctly via Cloud API, this setup enables: The Best of Both Worlds: Centralized multi-agent support inside Intercom via the API, while maintaining the ability to make/rec

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

Fin AI will always give suggestions when a customer asks a question. Let’s say the customer asks about a device (we have physical products that require a little technical knowledge), Fin AI always responds something along the lines “What do you want to know? (for example: this thing, that thing, many other things) You might be able to do this or that”I would like to to answer the customer’s question and not give extra information unless absolutely relevant. However, no matter what guidance I give, it will not stop this behavior.

The current dark, blurry, transparent background in the main conversation area makes messages hard to read and feels distracting. Please add a setting to let us choose a solid background color for the larger chat box where the conversation happens, so we can improve readability and match our site’s design.

When saving a draft in the article editor, the live article's "last updated" timestamp updates as if a change was published — even when no published changes were made. The timestamp should only reflect the last time a change was actually published to the live article.

I’ve been thinking about how customer support teams manage queries for content creation tools, especially those with a large non-technical user base. Free apps seem to generate a lot of repetitive questions like exporting issues, performance on different devices, or how to use certain editing features.From a support perspective, this raises a few questions:How much of these queries can realistically be handled through automation (chatbots, guided flows, etc.) without frustrating users? At what point does it make more sense to route users to a human agent instead of relying on automated responses? Has anyone here used Intercom to manage high-volume, feature-related queries like theseOpen to suggestions how others are balancing scalability with user experience in this kind of scenario.

We are testing Custom MCP with OAuth for a multi-tenant SaaS use case.Observed behavior: after one admin completes the OAuth flow, all Fin conversations appear to call our MCP server with the same OAuth token, even when the current conversation belongs to another customer/account.Can you confirm:Is Custom MCP OAuth stored at the Intercom workspace / connector level? Does Intercom support per-contact or per-company OAuth grants for Custom MCP? Can Fin trigger an OAuth authorization flow for the current end customer during a conversation? Can Custom MCP tools receive Intercom User Tokens from auth_tokens, or are User Tokens only supported by standard Data connectors? Does every MCP tool call include a stable Intercom workspace/contact/company identifier in metadata or only via configured tool input parameters? Is there a supported way to send a dynamic Authorization header per current Messenger user for Custom MCP? If not, is the recommended design to use standard Data connectors with Us

It appears new features are regularly deployed without testing against multilingual use cases, we now have Procedures, and Recommendations incompatible with our workspace, seemingly due to multilingual articles.Great example of "garbage in - garbage out"If your database isn't ready for AI, funny things will happen, and I suspect the Articles database has some poor architecture in the relation to parent pages against their multilingual pages.Fin AI poorly executes against multilingual, time and time again. I am losing confidence that Intercom's multilingual articles are being considered in the new deployments of products.Recommendations breaks with multilingual, Procedures break with multilingual. Hoping this is fixed soon!

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

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

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.

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

 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.

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.