Unanswered questions

I would like to set FIN over the holidays so that it informs customers that the wait time for human support may be a little longer. Where can I set what FIN responds when asked for human support? 

Hi Intercom Team,We are currently integrating the Intercom SDK into our application and have encountered the following three issues that are affecting the user experience:1. Partial Language Update via updateUser Issue: When calling Intercom.updateUser({ languageOverride: Language }) to switch the UI language, the change is inconsistent. Sometimes only a portion of the Intercom UI updates, while other elements remain in the previous language.     Workaround: A full and correct language switch only occurs after calling Intercom.logout() and re-initializing, which is not ideal for user experience. Expected Behavior: The entire Intercom UI should refresh to the target language immediately upon calling updateUser. 2. Android: Messages Not Appearing After Sending Issue: On Android devices, when a user sends a message, the message bubble occasionally fails to appear in the chat interface immediately. Details: The user has to exit the conversation screen and re-enter the chat to see the

Is there a way to mark a question as a test when checking if Fin AI agent is responding as expected after changing guidance? I have had members of my team ask various questions after uploading a “source of truth” to the knowledge base to ensure Fin is responding correctly. Some of these are marked as resolved and others are just sitting in our inbox as unassigned, and I don’t want to mark them as resolved if that is going to create a charge for a test rather than a true customer issue resolution. 

Hello,My client was unable to preform an action in the platform because the CTA he was trying to click was “hiding” behind Intercom conversation bubble.I would be useful if the conversation bubble could be moved to a different location, per the user’s choice. 

Hi everyone,When support volume suddenly spikes, I’ve noticed it becomes harder to keep response times consistent, even with automation and routing in place. Conversations pile up quickly, and it’s not always clear which steps should be handled automatically versus manually.This came up in a discussion where someone mentioned structuring execution logic outside the main tool, like deltaexector.com, which made me think more broadly about handling load and prioritization. How do you usually manage high-volume periods without sacrificing response quality or burning out the team?Do you lean more on automation, temporary rules, or external helpers to keep things moving smoothly? Would love to hear what’s worked for others.

I’m trying to pull a list of the most recently updated articles in Intercom. In all of the documentation it says that the data is by default coming in as descending of Updated At. However, from my limited knowledge and use of Zapier and Postman’s AI bots, it seems the data is coming in with a sort of Created Date and not Updated Date. Anyone else notice this?Thanks

Hi!  I’v reported to my CS something strange that are happening by addind SLA’s. I don’t know if i’v not understanded how to set, or if its a bug or if there are another configuration on intercom that are impacting on my SLA’s.I need some help to set SLA’s, someone can help me on this thread?   Basically i’vd set a resolution SLA by 10 days, considering a office hours to 8am to 8pm and the resultig when i set this sla to a ticket is crazyest 30 days. This is one of example, theres anothers kinds of things that i dont understand.  Fin’s haven’t helped me, i’vd make the same thing he told me but the result is different that what i need.

Hi! I’ve figured out how to trigger the creation of an intercom ticket from slack, but wondering if anyone has any tips or tricks to share because it looks like there are a few ways to do this. Is there a way to trigger replies in thread when the rep in Intercom replies to the ticket?  I currently set it up (Option A) so that a slack workflow triggers an intercom back-office ticket as one of the steps of the slack workflow. However it seems like the other option (Option B) could be to set the Slack settings in Intercom so that the workflow bot triggers a conversation? Not sure which path is best or how to decide. Option A) Option B)

After starting a conversation or sending/responding in an email thread within intercom, is there a way to see it actually in the “sent” folder within outlook? I feel as though I cannot confirm if all my messages are actually being sent or leaving from my email address. I don’t like not being able to access outgoing messages from within outlook if they're sent from intercom but using the same email address..? Does anyone have any insight on this?

We often get phone calls (outside of intercom) from users who belong to a company but who are not currently a user in Intercom where it is not relevant to attach the issue to them, but instead we want to attach it to the company as a whole. Is there some way to do this beyond making a User version of every company for this purpose?

Hello there! I am having some issues to understand how to assign the Conversation Rating to an agent. Context: I am using Fivetran connector to load the data on our Data Warehouse and from conversation_history table I am grabbing the column conversation_rating_teammate_id to link the owner of the rating with the corresponding admin/agent. Issue: We want to attribute the rating of each conversation to an agent using the same logic Intercom is using in the UI where the last agent who respond get the credit but for some conversations the last message author ID from conversation_part_history is not the same as the conversation_rating_teammate_id. Can someone explain me how this attribution logic works?Thanks!

Hi all,Have you ever configure FIN to offer a clear choice: "Ask Fin" vs. "Leave a message"? here is an fake image of my vision/needs Cheers!  

I would like to connect Intecom to MS co-pilot via an MCP server. MS co-pilot is the only LLM we are allowed to work with at our company. I want to use co-pilot to analyse our conversations and make custom reports I can't make in the reports section. Ive seen the integration → data connector section, but that seems to be the other way around, get data from another system to use in intercom, but I want to use the data in intercom in co-pilot. Anyone can help me here? During the community hour the said this was possible. 

I have admin(sender) and customer role, the admin can send message to customer from my app-web, my backend service is using the https://api.intercom.io/messages api to create a conversation, After creating a message/conversation, I want the message to be assigned to the admin only if the customer reply, since the admin who initiate the conversation. I tried adding create_conversation_without_contact_reply property, however It doesn’t work because it assign unnecessary conversations to admin(sender) since the customer may not reply. Could I create a workflow related with “When a customer sends their first message” trigger? or how could I solve this issue?

Hello. I encountered two issues during implementation in the web app:1. After updating the language via language_override, the intercom language is updated, with the exception of the block for composing a new message (the language changes within this block).To change the language of this block, you need to completely reinitialize the connection via shutdown and boot. This works the same in both demo and user mode.   Also, if we were initialized in our application as a demo user and did an update upon login with user_id, user_hash, and other user data, then the user's message history is not loaded, although his name is displayed and if we write an intercom message, it comes from this user. This can also only be solved by a complete reinitialization via shutdown and boot.

Hello,We have a react-native/expo app and are having issues opening any help center articles shared to users via the intercom messenger on our app. The same exact article works without any issues when sent to the same user but opened on Intercom messenger running on our web app instead.Any help would be much appreciated. Best regards,Tiago Cruz  

When fetching conversations via the Conversations API (GET /conversations/{id}), I’ve noticed a difference between WhatsApp images and WhatsApp audio messages. Image messages include full attachments data (URL, content_type, filesize, etc.). Audio messages, however, show attachments: [], even though the Intercom Inbox UI displays an audio clip. The only extra field is external_id with a WhatsApp wamid, but no file URL or metadata. Example audio part:{ "part_type": "comment", "body": "<p>Sent an audio clip</p>", "attachments": [], "external_id": "whatsapp:wamid...." } How can this be resolved?

This issue occurs on the vivo V1963A phone, Android 10.When selecting files, entering the file manager page, opening the file directory in the top left corner, selecting File Manager, then selecting Documents, and clicking on a file within that directory causes a crash.This crash appears to be a permissions issue, it's unclear what permissions are being added or requested.

In the thread here:The replies state “Try a different network – Firewalls or VPNs sometimes block Intercom,” and, “If you’re on a company network, sometimes firewall or VPN settings can interfere with Intercom loading.”I am dealing with a similar situation for some users on a VPN. I found this list of IP ranges intercom content is hosted from; this could perhaps help individuals with the same problem configure their VPNs: https://static.intercomcdn.com/intercom-ips/us/intercom-ip-ranges.jsonHowever I am not sure this list is comprehensive, as I see other IPs associated with requests to intercom:18.161.6.84 - https://widget.intercom.io3.163.24.116 - https://js.intercomcdn.comIf the intercom team could clarify in their official docs which IP addresses are associated with their service, or offer a static hosting solution, that would be appreciated!

I added some custom attributes like lead_id and lead_email.I tried to send those under custom_attributes or directly. Both failed. intercom.boot({ ...additionalSettings, .lead_id: visitorId, lead_email: email,}); intercom.boot({ ...additionalSettings, custom_attributes: {lead_id: visitorId, lead_email: email},});I expect to see those in contact.merged or contact.user.created or contact.user.updated Webhooks but could not.

Hi, we tried to integrate the voice transcription feature in our iOS application but we encountered an issue with the SDK. We have a HTTP Error: 401 unauthorized, with message “Tried to transcribe audio but there was a network error”All other features (message, document, photos) work correctly and our Android version succeed to use voice transcription.We check this list and seems ok in our side : Verify iOS preprod Identity Verification secret in Intercom dashboard (Security Settings → Identity Verification → iOS → Preprod) Ensure backend generates ios_user_hash with correct iOS preprod secret Upgrade Intercom SDK to latest version both apps Add NSSpeechRecognitionUsageDescription permission in Info.plist files Ensure setUserHash is called before any other Intercom methodI extract the intercom log : [Intercom] Push Notifications Handler: AUTO[Intercom] INFO - Checking if user identity matches existing identity.[Intercom] INFO - User identity matches existing identity.[Intercom] INFO -

Hello Intercom Product Team,I am requesting the addition of a simple, native feature within the standard visual message composer (for Posts, Tours, and Surveys) that allows for a horizontal layout.The Problem:Currently, users are restricted to a vertical-only stacking of components (image/icon *above* text). This limitation significantly hinders the ability to create visually appealing, professional, and compact UI elements such as icon-based feature lists, modern notification styles, or simple image-text pairings.Horizontal layouts are standard in modern UI design for clarity and aesthetics.Relying on the complex Canvas Kit for a basic layout change is a high barrier for non-developer marketing and success teams.**Attached is a Figma design of a standard Pop up I would like to create on Intercom Having this ability would be a significant improvement for all users who want more control over their message design without resorting to custom code.Thank you for considering this enhancement

We have users worldwide and I have agents in India, UK and Canada.What are the best practices for working with voice channels from countries where we have no office?Example: We have no office in Mexico, it’s impossible to get a local number and have them call into the US or Canada line

We have over 5,000 articles in this workspace, and that number continues to grow weekly as we onboard new products.With over 20 writers contributing, a common issue we've encountered is that the Fin Audience defaults to "Everyone". This often causes irrelevant articles to surface when Fin responds to users.From what we’ve found, there currently isn’t a way to filter by articles tagged "Everyone", either in-app or via the API.Questio​@Jordan Everts cc ​@Nathan Sudds 

Is there a way to log an activity labeled Intercom Ticket with the details - similar to that of the current Intercom Conversation event.  Currently we can see any/all activity by KNOWN contacts, which is what we were hoping to see for the tickets -named differently of course and would allow us to build workflows based on these activity events in HUBSPOT. This would allow transparency across the business to see these insights without creating duplicate tickets, which I do see can actually be done based on this article in the community if there are specific workflows and teams that would be working in HubSpot vs. Intercom.  However for our business, we were planning to have all support/service and escalation processes handled via Intercom.  Is this something that can be done, if so how and what is the best practice here?