Create a Custom Channel without Fin | Community
Skip to main content
Question

Create a Custom Channel without Fin

  • January 23, 2026
  • 1 reply
  • 71 views
Y

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:

  1. How to access this capability?
  2. If this feature is gated?
  3. Whether usage of this feature is billable or if it is included in the standard subscription tier?

Thank you!

    1 reply

    Karla T
    Intercom Team
    • Karla TIntercom Team
    • Intercom Team
    • February 15, 2026

    Hi ​@Yonatan Azrielant 👋 Karla here from the Chicago Support team! 🙋🏽‍♀️ 

     

    Great question, and totally understandable confusion.

    At the moment, the Custom Channel API is only available for Fin Standalone customers. It’s part of the Fin-specific infrastructure and isn’t currently available as a general Inbox channel integration for standard subscriptions.

     

    You’re absolutely right that the endpoints appear in the main Intercom API docs. That’s because:

    • Intercom uses a single unified API across products

    • Documentation is organized by resource type, not by product tier

    • The endpoints share the same authentication and infrastructure as the rest of the API

    • It’s standard practice to document all available endpoints in one place

     

    While the documentation is publicly visible so developers can review the technical requirements, access to this feature is currently gated to Fin Standalone customers.

    If your goal is to connect a custom pipeline directly into Inbox without using Fin, that capability isn’t broadly available today. If you’d like, I can flag this as product feedback so the team is aware of the use case. 🤝

    Karla T | Leading Community at Intercom
    Terms & ConditionsAccessibility statement