Unanswered questions

Our workflows are fully set up in a non‑English language, with auto‑translate turned off. Fin detects the user’s language correctly, and the reply buttons display in the intended language — but the message text itself is being translated into English for the end‑user.From the backend side, the workflow appears completely normal in the language it was created in — the issue occurs only customer‑facing.This issue is currently preventing us from rolling Fin out in all 7 of our support languages, even though we’re very satisfied with Fin’s performance in English so far.Intercom support confirmed our setup is correct and has logged an internal ticket, but priority depends on whether others are affected.Is anyone else experiencing this?Would be great to know if this is impacting other workspaces too.Thanks! 🙏Ticket ID #79157183 

Hi!One of our customers uses Intercom, and in order to create a pipeline between our backend and their order processing workflow, we created an API account in Intercom which we set to our company’s email. The customer now wants to have full control of the API account, without having to fiddle with changing the API token. Will the API token remain functional if the API account’s email is changed? Thanks!

There is a vulnerability not fixed even in latest Intercom Android SDK 17.4.2:org.msgpack:msgpack-core should be 0.9.11 or greater|    +--- io.intercom.android:intercom-sdk-base:17.4.2|    |    +--- io.ably:ably-android:1.5.0|    |    |    +--- io.ably:network-client-okhttp:1.5.0|    |    |    |    +--- io.ably:network-client-core:1.5.0|    |    |    |    \--- com.squareup.okhttp3:okhttp:4.12.0 (*)|    |    |    +--- org.msgpack:msgpack-core:0.8.11Could you please update io.ably:ably-android to latest 1.6.1 to see if it fixes the vulnerability?Thanks!More Infoorg.msgpack:msgpack-core(Maven)< 0.9.110.9.11SummaryAffected Components:org.msgpack.core.MessageUnpacker.readPayload()org.msgpack.core.MessageUnpacker.unpackValue()org.msgpack.value.ExtensionValue.getData()A denial-of-service vulnerability exists in MessagePack for Java when deserializing .msgpack files containing EXT32 objects with attacker-controlled payload lengths. While MessagePack-Java parses extension headers lazily, it

Issue:The TypeScript type definition for the companies property in the @intercom/messenger-js-sdk (v0.0.18) appears to be incorrectly defined as a single-item tuple rather than a standard array.Details: In the SDK's type definitions, the companies property is defined as: companies?: [any];In TypeScript, the [any] syntax defines a tuple of length 1. However, Intercom's own documentation and the actual JavaScript API support an array of multiple company objects.The Error: When attempting to pass an array of multiple companies, the TypeScript compiler throws the following error:TS2322: Type '{ name: string; company_id: string; }[]' is not assignable to type '[any]'. Target requires 1 element(s) but source may have fewer.Steps to Reproduce: Try to boot the messenger with more than one company:TypeScriptimport { boot } from '@intercom/messenger-js-sdk';const companies: { company_id: string; name: string }[] = [ { company_id: '1', name: 'Company A' }, { company_id: '2', name: 'Company B' }

Hi everyone,We’ve noticed some users reporting that parts of our in-app widgets stop responding after they add third-party tools to customize their experience. While discussing this with a teammate, we mentioned hub script as one example people often try when experimenting with UI behavior.Has anyone seen similar conflicts with Intercom widgets, chat triggers, or tracking after users add custom scripts? What’s the best way to isolate whether the issue is coming from Intercom or from external tools?

Hello everyone,I would like to ask for your support and ideas to help resolve an issue I have been facing for some time regarding our service SLAs.We currently work with different SLAs depending on the type of request. In many cases, a ticket that starts as a general inquiry ends up becoming an error or incident, so I need to change the SLA to the one applied to errors, since it allows more time for resolution.However, in the SLA configuration, I set the system to disregard the time when the ticket is snoozed or waiting for the customer. The issue arises at the moment I change the SLA to another one: the period that was previously disregarded while the ticket was paused is no longer excluded in the new SLA. Instead, the system starts counting from the original opening date without applying any discount for the paused time.This has a direct impact on our reports, as it makes the SLA appear much more delayed than it actually is. It also reduces the available time to handle the ticket pro

We are a small team looking to maximize our efficiency with Intercom. We want to streamline our customer support and communication processes, but we're cautious about over complicating things with too many features. Find Out What are the best ways to set up workflows in Intercom that are simple yet effective for a small team? Are there any must-use features or strategies we should implement to keep things running smoothly? Additionally, how can we ensure our team remains organized and responsive while minimizing manual tasks? Any tips or information from others in similar situations would be greatly appreciated!

Fin Voice: Option to view what document or guidance the Fin Voice is using when answer the clients inquiry (same with email and chat). 

Hi there — I’m wondering if anyone can share best practices for setting expectations in the Messenger that customers are not always in a real-time live chat with a support agent. As many of you probably experience, our agents often help multiple customers at once or may be briefly unavailable. However, some customers assume it’s a live chat and will send repeated messages asking if we’re there if we don’t respond right away. I imagine there must be a good way to set expectations through automated messages or Messenger settings, but I’m not sure where to start. Any suggestions would be greatly appreciated!

Hello Team, Can you take a look “Why changes in workflow and other settings (banners) won't show on Change Log Section?”Snippets = is okGuidance = is okuser settings = is okWorkflow = NoOutbound banners = NoReally important for us. Easier to check and do audits this that way. 

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

Simply put with Intercom how can you create a method for a visitor to make a callback request?I know you can add Request a callback in a Phone workflow, how can I do it within Messenger?Thanks in advanced :)

Please help, previously there was no problem. But now the image sent from the webhook does not include the complete url.

Hello Support, We have run into a recurring issue where customer company names are not being auto-filled in the drop-down box at the top of tickets, despite the ticket having a “Company details” association in the side menu. It seems like the problem is Intercom automatically associating our own company with the ticket, causing two values to appear in the company drop-down box, meaning none of them get selected by default. Is this expected behavior, and is there a solution / workaround to prevent this from happening? 

We're experiencing an issue with iOS SDK where AI agent responses are not immediately visible in the chat interface. When a user sends a question and the agent responds right away, the message doesn't appear on screen unless the user navigates back to the dashboard and returns to the chat. This same issue previously occurred in the Android SDK but was resolved with a version update. I attached a video of it. We are using 19.4.1 swift package version.

I was wondering if there’s a timeline or expected timeframe at least to when can we expect intercom’s MCP to expand outside the US hosted servers? 

Hello,We noticed a UI issue in the Intercom chat screen (Messenger) when using iOS 26 with the Liquid Glass design.When tapping the attachment button in the message input area, the popup with attachment sources appears (Camera, Photo and Video Library, Add file). However, there are a couple of visual issues: The popup is sometimes partially overlapped by the keyboard. The "Photo and Video Library" button occasionally appears without its rounded background, unlike the other buttons. Environment iOS: 26+ Intercom iOS SDK: 19.5.3 (latest) Screen: Intercom chat (Messenger)  

I’ve had great success over the last three weeks feeding Fin Conversation Transcripts that have a negative CX score, to our other internal AI chat tools, and working to improve Fin AI Agent immensely. (Our Fin Ai Agent Resolution rate has increase by 6% up to 54%+ over the past four weeks. 💪🏼The setup:Build a custom report that pulls Fin AI Agent conversations where the CX score was 1, 2 or 3. Pull transcripts for the conversations each week Train our internal AI Agent on all of the info it needs to guide me best What tools I have to train this Fin AI Agent (All different Guidance, categories Communication settings, etc) Trained on all of our products using both the Help Center that Fin uses, and our full internal knowledge base with even deeper product info and knowledge.  The Prompting:Next, I iterated on a good prompt that works smooth, and scales. I started out with a simple one conversation prompt.This is a support conversation that was auto-categorized as low CX score for the

Hi everyone,I’m looking for some guidance on best practices for using Fin with a knowledge base that supports multiple products within the same platform.Our platform now has three core product areas, and we’ve structured our knowledge base to reflect that. Shared tools are documented as a single canonical “source of truth” article, with product specific context pages that explain how that tool behaves within each product and link back to the canonical guide.This hub and spoke structure works well for humans navigating the knowledge base, but I want to make sure Fin is also responding with the correct product context when a customer asks a question. The challenge is that some tools and terminology overlap across products, so if a customer asks about something like the email tool, the correct guidance depends on which product they are using. We want to avoid a situation where Fin surfaces guidance from the wrong product area simply because the terminology is similar. For example, a custo

The Claude integration has access just to the conversations. It will be good to give access also to the Help Center and The Articles and help us to improve the content.

Hello - I want to connect FIN AI to my status page that is hosted on Atlassian. For this im using, I plan on using the Procedures feature and create a new connector.I need to make an API connection to a specific endpoint from Atlassian - does anyone has any recommendation on which endpoint I could use from Atlassian? Does anyone has the same setup. Any guidance is much appreciated. Thanks

I want to be able to check if making a change to content will improve Fin’s answer to a question without first having to publish it. Is there anyway to do this? 

I just shipped a free app called Smart Routing - reads the conversation, suggests which team should handle it + tags. One click to assign.Now figuring out what to build next. Auto-routing? Priority detection? Custom rules?What actually wastes your time when deciding where a conversation should go?

Is there a way that FIN can be instructed to go to certain "Paths" within the workflow or it's just a dead-end when we let FIN handle it?  I noticed that when a user goes into the “Let FIN handle” node, there is no way out. The only option is to escalate/hand it over to a human agent. 

Hi All, We are attempting to use the Fin overlay on Zendesk Messaging. During several live deployment tests, we found that a quarter of our users are showing as ‘unrecognized’ which creates a duplicate profile in Zendesk. This wasn’t a problem when using Zendesk Messaging independently (no Fin overlay) We haven’t changed anything with our Zendesk Messaging widget authentication (JWT) Example code was reviewed and found to be functioning correctly per Fin and Zendesk SupportHas anyone else faced this issue and found a resolution? The duplicate profiles cause more work for agents to merge and impact our reporting if the profiles aren’t tied together. Thanks!