Unanswered questions

I'm looking for suggestions on how to organize Help Center articles and knowledge base content so users can quickly find the information they need. Do you prefer organizing content by categories, user intent, or product features?While researching content structure and user engagement, I came across a resource about baby care products that does a good job of presenting information in a clear and easy-to-navigate format. I'm interested in learning what strategies others use to improve content discoverability and user experience.

Paying an ILOE fine was a valuable learning experience for me. It highlighted the importance of monitoring deadlines and maintaining active insurance coverage. The online payment system was easy to use, making the entire ILOE fine settlement process quick, efficient, and convenient for busy employees.

Hey all!I’d been exploring this using Fin but had hit a road block and wanted to see if anyone had created anything like this:We want every negative Fin CSAT to create a ticket to our team to review to see if we could make any changes to Fin.We use a reusable workflow to route negative Fin CSATs to the team - and we want that to continue - but in the background we want this ticket to route to a different team to review. Any thoughts? My first post here, so let me know if not the right format.

DescriptionOn Intercom iOS SDK 19.6.3, if a user opens a conversation and quickly swipes down twice (first to close chat → home, then immediately to dismiss messenger), the app freezes. The main screen is visible but unresponsive.Works fine: slow swipe, or tapping X.ReproIntercom.present() Open a conversation Fast swipe down (chat → home) Immediately swipe down again (home → dismiss)Expected: Messenger dismisses, app is interactive.Actual: App frozen. ICMWindow stays hidden: false, key: true. No IntercomWindowWillHide / DidHide notifications fire.LogsHealthy:WILL hide → DID hide → ICMWindow hidden: true, key: falseFrozen:(no WILL hide / DID hide)ICMWindow stuck: hidden: false, key: true, hasRoot: trueCauseConversation is pushed on ICMMessengerNavigationController, but dismissed via Intercom’s custom swipe-down pan. A second fast swipe-down starts the system sheet dismiss before the first transition finishes. Two overlapping interactive transitions wedge the window.We only call Intercom

 Children learn about the world through movement, exploration, and play. As they grow, parents may notice behaviors that seem unusual or repetitive. One example is spinning. Some children enjoy spinning around repeatedly, which often leads parents to search for information about child spinning around in circles autism and whether the behavior could be related to a developmental condition.While repetitive spinning can sometimes be observed in healthcare pre-authorization services with autism, it is important to understand that many children engage in this behavior for reasons that have nothing to do with a diagnosis. Understanding sensory-seeking behaviors can help parents better support their child's development.What Are Sensory-Seeking Behaviors?Sensory-seeking behaviors occur when a child actively looks for certain sensory experiences. These experiences may involve movement, touch, sound, or visual stimulation.Spinning is considered a sensory-seeking activity because it stimulates th

 Healthcare organizations today must balance patient care, regulatory compliance, and financial performance. One area that continues to demand significant attention is prior authorization. Insurance companies often require approval before covering certain procedures, medications, diagnostic tests, or specialized treatments. While this process helps control healthcare costs, it can also create delays and administrative burdens for providers.To address these challenges, many organizations are investing in healthcare pre-authorization services that streamline approval workflows and healthcare prior authorization services with insurance carriers. As the healthcare industry evolves, these services are becoming increasingly important for maintaining efficiency and supporting positive patient outcomes.Understanding the Purpose of Prior AuthorizationPrior authorization serves as a review mechanism used by insurance providers to determine whether a requested service is medically necessary and e

We're trying to get Fin to behave differently depending on when the customer asks for a human. We've tested two separate guidance rules but it's not sticking. Anyone solved this?Here’s what we want to do:First message = "offer" escalationCustomer says "representative"? Fin should hit them with: “Would you like me to connect you with a human agent? Or if you tell me what you're looking for help with, I'd be happy to try assisting you first.”(Reason: Let Fin actually try to help before bouncing them out)Mid-conversation = "escalate immediately"Customer says "representative" after you've been chatting? Skip the offer—just connect them. No questions asked.(Reason: They're probably frustrated and have already interacted with Fin. Don't want to make them explain twice.) 

Our subdomain managed by intercom was flagged as ‘Unsafe Implementation Of Subresource Integrity’ issue."Unsafe Implementation of Subresource Integrity" usually comes from a scanner flagging that you're loading external scripts or stylesheets (typically from a CDN or third-party service) either without an integrity attribute, with a weak hash, or with integrity present but missing crossorigin. Subresource Integrity (SRI) lets the browser verify that a fetched file hasn't been tampered with by comparing it against a cryptographic hash you specify.Can you do something to mitigate this? Like<script  src="https://cdn.example.com/library@1.2.3/file.min.js"  integrity="sha384-<hash>"  crossorigin="anonymous"></script> 

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We are seeing an issue with Intercom outbound welcome messages in our Flutter Android app where the same outbound message is rendered multiple times repeatedly in the conversation/preview screen.Instead of showing the welcome message once, Intercom displays the exact same content duplicated 2–3+ times in the same thread/UI.Note:Issue comes in Android version 14 and 15. No issue in Android 16.  

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 

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 

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

Hi - I am sure some of you got into this issue, so any best practices are more than welcome. I want to connect Confluence to Fin as a content sources, however I can see that the articles in Confluence are automatically synced as internal articles. So 2 questions? 1. did you find a way to sync as public articles or to move them in bulk to public articles? i2. if not, what workarounds do you suggest for Fin to be able to provide these articles as sources?   What I want to obtain is an initial Fin answer that at the end gives the link to the sources he used, and that includes Confluence articles. Thank you. 

Hi everyone,We’re trying to build an Intercom Data Connector that retrieves customer-specific data from our backend.Our backend API requires a user-specific access token. This token is generated only after the customer completes an OTP/authentication flow, and each customer receives a different token.The flow we want to support is: The customer completes OTP authentication. The OTP/auth connector returns a response containing: { "data": { "access_token": "..." }} A second connector should then call our recommendations API using that token in the Authorization header: Authorization: Bearer <data.access_token>The issue:When we try to pass the token dynamically in the connector header, for example:Authorization: Bearer {{accessToken}}or by using a value returned from a previous connector/action, our backend does not receive the Authorization header/token.The only setup that worked was using Intercom’s Authentication Token feature with a static Text token. However, this does n

Hello,We're seeing localized email headers displayed to customers in email conversations.For example, the quoted conversation history contains russian language:От: Отправлено: Кому: Тема:and timestamps such as:(UTC+07:00) TomskOur workspace language is set to English, and we'd like all customer-facing communication to appear in English.Could you please clarify:Where these localized headers are coming from? Whether there is a way to force them to appear in English? Whether there is a setting to prevent timezone names such as "Tomsk" from being shown?I've attached screenshots for reference.Thank you. 

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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

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

Please make the Monitors list view reflect the real review status. Right now, a conversation can be Submitted but still appear as Unreviewed in All reviews, which makes it hard to trust the list for what’s actually left to review.

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.

For those of you managing multiple brands within Intercom, I'd love to hear about your approach and any lessons learned.What best practices have worked well for you when using Intercom and Fin across multiple brands? Are there specific do's and don'ts you would recommend?Intercom appears to be optimized primarily for single-brand organizations, so I'm interested in learning how others have structured their instance, content, workflows, and AI experiences to support a multi-brand environment.  As an Intercom Manager, my focus is on managing the customer experience, support operations, content, and AI performance—not on building and maintaining complex technical integrations or data connector strategies. We have dedicated teams for that. I'm particularly interested in understanding how other organizations have kept multi-brand management simple, scalable, and sustainable from an operational perspective.What has been most successful for your team? And just as importantly, what mistakes or

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. 

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

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?