Unanswered questions

I have installed the Salesforce AppI have all fields syncing between contacts, accounts etc.I have setup the “Maintain lead and account ownership” section and it maps all the right Salesforce users with Intercom users. But….The only field it will not update in intercom is the user/lead owner. This is the one field I need so new conversation are assigned to the correct person. Has anybody come up against this before?  

Hello all,Could I ask, please, what is the maximum file size allowed for Attachments on the Chats in Intercom? It's important to know, as some file sizes may go up to 1GB in size that our clients may need to attach. Thank you all in advance!

Hello, I need to create a custom report in intercom utilizing the “Adjusted conversation handling time” metric, which I understand is currently in beta.  When searching for a metric, this option is not available. I can only find the regular “conversation handling time”. Am I missing something?   

Hi everyone,I’m seeing a strange issue with how intercom handles some external links shared inside messages and help center articles. One example I ran into was when a user tried to open a page related to the daily telenor quiz.When the link is clicked from an intercom message, some users either get a blank page, a blocked redirect, or the page opens without loading its scripts properly. If they copy and paste the same link into the browser directly, it works fine, which makes me think Intercom’s link handling, tracking, or iframe behavior might be interfering with how certain sites load.I’m wondering if this is caused by security headers, https enforcement, or how Intercom wraps outbound links for tracking. Could things like csp, mixed-content blocking, or redirects affect third-party pages that weren’t designed to be opened inside embedded or tracked links?Has anyone dealt with similar problems when linking out to external tools or informational pages from Intercom, and is there a re

I really appreciate the conversation topics and reporting features in Intercom. However, these would be even more valuable if the machine learning algorithm also analyzed ticket attributes, not just conversation messages. In our workflow, users fill out detailed forms when submitting tickets, so a lot of important information is stored as ticket attributes. Often, if a customer’s report is clear, we do not start a separate conversation.Currently, this means tickets are not automatically tagged with the appropriate conversation topics, even if the relevant keywords are present in the ticket attributes, since the machine learning only searches the conversations themselves. Expanding the analysis to include ticket attributes would ensure better topic tagging and more comprehensive reporting.

Hey again! I noticed there is an option to collect Fin’s attributes data which is great, but is there any chance to be able to collect attributes’ data without Fin answering? Is this something that we can expect any time in the future?   

We are currently attempting to test deployment of Fin for Zendesk Messaging and are encountering some issues where the Zendesk messaging widget is blank. We have tried multiple audience configurations with no luck.Why is the widget blank despite seemingly meeting the audience conditions and the deployment of Fin being live? Example of a conversation log in Fin of this:   When someone does not match the audience for Fin, shouldn’t they still experience the Zendesk Messenger/AI Bot or are they completely locked out of any messaging experience?

Using the FIN workflow, I’d like to trigger a bot survey using a URL. I’d also want some metadata passed over from FIN through the URL to our survey tool. How can I accomplish this?  Metadata examples:-FIN Conversation ID-Category

We have one workspace but multiple brands. I’ve been trying to get an answer on this question but the person helping me just stopped replying. And we need to urgently resolve this issue.We want to use app script to forward emails because we have complex filtering requirements. The issue is that when we send it via app script, it goes to the default workspace instead of the brand that’s sending the email. Which also means we are replying back from the wrong email.I tried using the workflow automation to fix this but it will only allow me to set a specific inbox, and while we have brand specific inboxes it doesn’t resolve the actual issue. I don’t see a way to set the brand using workflow automation.An agent told me “If you need the per-brand forwarding address again: edit the brand address → change/disable receiving → choose “Set up forwarding” and the unique @intercom-mail.com for that brand will be shown again so you can copy it, then re‑verify.”However, this does not show up in the U

Hi there!I’m having a really difficult time getting an accurate representation of ticket time allocation. I realize there’s a ton of nuance with this, but ideally, I’d like to see how much active time an agent spends on an email/chat but I’m not sure it’s completely possible without an attached timer for a rep to choose when it’s active and not actively being worked on. Is there a typical report or formula you use to determine how many tickets an agent can handle before needing to add more headcount to your support org? I have an idea of what this number is per week, but I want to be able to present accurate data to back it up, which is difficult to pull right now.Thanks for your help!

One thing we have been looking to do for a while is give fin access to simple status lookups for policies where payment is pending. The issue we are currently facing is that payment takes 3-5 business days to post on our platform (no clue why) however i have access to a running PowerBI report from accounting that contains policy numbers and also flags when a payment has been submitted almost immediately. the flags operate as a simple yes/no and would greatly decrease the amount of inquiries we get about payment status. essentially all of our workflows require that the retailer give us the policy number up front so matching wouldnt be a big problem. unfortunately our development team is spread thin so im really just trying to hack together a solution as proof of concept that we can get fin access to this data. ive done some work with data connectors successfully but this isnt in my wheelhouse. im wondering if theres any sort of integration/apps in intercom that could make my life easier

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

Hello,Currently, our team primarily uses conversations for the majority of our Intercom interactions, and Fin triages all incoming cases first. We would like to create a process wherein any time a conversation is escalated from Fin to a human team, it is also converted to a ticket. This is because our Fin deployment is at a point where if anything is escalated, it is likely complex and will take time to resolve.This doesn’t seem to be possible with existing workflows, since the “convert to ticket” action only works when a customer sends their first message. We also do not want all emails to be converted to tickets - Fin handles both email and chat. The conversion should only happen when there’s an escalation.Has anyone in a similar situation found a good solution to streamline this process?

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 community,I'm experiencing an issue when trying to update the phone field in the user profile using the React Native SDK from Intercom.When I send the user data through the SDK method, all other fields are updated correctly, except for the phone field, which remains empty and is not saved.I have reviewed the documentation and understand that the phone number must be in E.164 format, and I am sending it in the correct format. However, the field still does not update.To rule out implementation errors, I tested the same update using the Intercom REST API, and in that case, the phone field is updated correctly using the exact same data.However, when I attempt to update the phone field using the React Native SDK, the value is not saved at all.Has anyone experienced this behavior or knows if I might be missing something?Could this be a limitation or a bug in the SDK? If I try to update the phone field using the React Native SDK with the provided method, it does not get updated. 

Hi everyone,If we have an outbound message that was already sent to users and they’ve received it, is there any way to update or change that message for those same users?We tried creating a new version of the outbound message, but it only applies to new users. Users who already received the original message continue to see the old content.Is there any option in Intercom to modify or replace or delete those previously delivered outbound messages?Thanks in advance 🙏

Hi Intercom team 👋,I’m currently setting up our Help Center and testing different layouts for the collections.At the moment, in the Grid layout, the collection icon is always displayed above the collection title. I’d like to achieve a layout where the icon is positioned to the left of the title, similar to a horizontal “card” or list-style layout, while still keeping a clean, visual overview of collections.I know it’s possible because I saw it on a help center made with Intercom. I’ve tested:Grid, List, and Minimal layouts Different icon formats and sizes (PNG, SVG, high resolution) Various Help Center customization settingsHowever, I couldn’t find any option to:change the icon position (top vs left) control the structure of collection cards beyond the default layoutsMy questions are:Is the icon position for Help Center collections fixed by design? Is there any way (native or planned) to display the icon to the left of the collection title? Are there any recommended alternatives or be

The author profile pictures are automatically added to every Help Center article, but only the images manually added to the articles allow alt text attributes. This means that every HC article has always at least one image missing alt text. How can this be resolved in order to improve accessibility of articles? Thank you! 

Hello!Hoping someone can help with this issue we’ve been facing when trying to integrate Fin in Slack. We’re using Fin in Slack for internal team use only (not customer-facing). The goal is for Fin to respond to teammates in designated Slack channels without ever involving our human Support team.However, we’re experiencing an issue where Fin keeps automatically routing the conversation to our human support teams despite the workflow being set up so that only Fin should be responding in these conversations. When the conversation ID is checked in the workflow troubleshooter no workflow is triggered. More details below:We have 3 Slack channels configured to trigger Intercom conversations (these channels can only be accessed by our internal teams)Channel settings: Trigger on keyword and a specific emoji Only these 3 channels trigger conversations Workflow setup: Channel = Slack Audience = All users (only internal teams have access to the slack channels in question which is why we did n

Hello guys! 😁  I'm starting to work with the reports on my articles, and it would be really helpful to be able to export the data.  Is it possible to export my articles reports? Thank you all for the support. 🙋

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?

The email composer/reply pane is too small.FinAI acknowledges that, as of Feb 2026, “The email composer in Intercom doesn't have a built-in option to resize or make the composition pane larger within a thread. The composer size is fixed in the interface.” It is especially limiting if you add screenshots, or have a long reply to review before sending to a customer.It would be more helpful if you could do a pop-out window for composing an email reply to a thread, thanks.

Our company offers software which contains databases our end users need for their work. The databases sometimes use difficult terminology that is hard to interpret for our users. In an attempt to improve the ‘readability’ of the databases, I have recently uploaded a bunch of ‘metadata’ associated with the most used databases in our software - breaking FIN as a result.Prior to starting the upload December 2025, I had contact multiple times with my Intercom account manager to determine the ‘optimal’ way to upload a large amount of qualitative (text) data to Intercom. The data on our end originally is stored in JSON format - a format we can’t directly upload directly to Intercom. After some discussions, we opted to split the JSON file into smaller .txt files, which we manually uploaded as ‘snippets’ to Intercom. We have spent a considerable amount of time setting this up. Now the system is ‘stuck’ since Christmas 2025, with no viable solution yet in place. No new content we upload is inge

Hi there,I've been looking through Intercom documentation, and it seems like there's something called a Custom Channel and an event called "custom channel base event." However, when I dig a little deeper, it seems that’s somehow connected to Fin?Not trying to integrate a conversation with the Fin chatbot; rather, I am looking to use my own pipeline for our users to interact with my customer service team in Inbox.What I'm looking to do is integrate my custom app as a custom channel in Inbox so that our team can interact through our own managed integration via API.Does anyone know:How to access this capability? If this feature is gated? Whether usage of this feature is billable or if it is included in the standard subscription tier?Thank you!

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?