Workflows

I can create a callout text block for use as Dynamic Content; however, I can’t change its colour in the same way I can when inserting the callout as regular text.

After a lot of testing, iterations, and working through the Intercom review process, I’m happy to share that ChatShield is now officially listed on the Intercom App Store. 🎉 ChatShield monitors customer support conversations across the workspace and helps teams surface conversations that may deserve human review whether the response came from an AI agent or a human support agent. It looks for things like: Unsupported promises or commitments Potential privacy/data issues Incorrect policy claims AI representation issues Potentially risky financial or compliance-related responses The goal isn't to replace human review or legal/compliance teams. It's simply to help teams find the conversations that are worth looking at instead of manually checking everything. This is still an early-stage product, so I'm especially interested in hearing from Intercom teams using AI or automation in customer support: How are you currently checking whether your AI/support conversations contain risky response

We connected a POST API to SendGrid within our email workflow to capture FIN's response to users and store it as audit evidence in forwarded emails. However, we haven't found any parameter or attribute that exposes FIN's response text.Is there a way to create a custom attribute to pass this value, or do you recommend an alternative method to capture it? ​@Nathan Sudds 

Hi Intercom team and community,I’m paginating through a company segment using the /companies endpoint and I’m seeing exact duplicate company records appearing on multiple pages.For example:GET https://api.intercom.io/companies?segment_id=xyz&per_page=60GET https://api.intercom.io/companies?segment_id=xyz&per_page=60&page=2Some of the same company records show up in both the page 1 and page 2 responses. Items are not updated between paginated queries.This makes it difficult to reliably process the full dataset without extra deduplication logic.Is this expected behavior for the Companies API? And is there a recommended way to retrieve a segment’s companies without duplicates across pages?

Hey,  Saw your profile, I was wondering if you can help me build operational flows and escalation flows between teams. Also, help me set up priority and ticket status rules.  

I'm working on improving the support experience for a PC gaming content website and am considering Intercom for customer communication and self-service support.The website covers various types of PC gaming content, so visitors may need help finding guides, understanding technical information, or navigating its sections.I'm wondering how you would structure the Help Center. For example:Should articles be grouped by topic or user journey? How many categories are ideal for a smaller website? What are the best ways to identify common questions? Can Fin help visitors find the right information when their questions are vague?I'd appreciate hearing how others have structured Intercom for a content-focused website.

I’m working on a PC gaming website where visitors often have questions about games, installation, system requirements, and troubleshooting.For those using Intercom, what’s the best way to organize these types of questions? Would you recommend using a Help Center with separate categories for game information, technical issues, and general FAQs, combined with automated replies for common questions?I’d also be interested in hearing how other websites use Intercom to reduce repetitive support requests while still providing a good experience for users.

I’m working on a gaming website called BaixarGame and want to make it easier for visitors to find useful information and get help when they need it.For a website with many game pages, what Intercom features would you recommend for improving the user experience? I’m particularly interested in using chat, automated answers, FAQs, and targeted messages without making the website feel overwhelming.What setup has worked well for other content-focused websites?

Hello Community!Hopefully someone can advise on how to solve this.I have asked Fin AI and there is also a human support agent looking into this, so it seems like it is not a simple thisng to set up?So the main challenge I want to solve is as follows: I would like to add an additional question/-s - e.g a Value Enhancment Score survey after a customer has rated a chat, either Teammate or Fin AI solved, as 4 or 5, or any rating for that matter, I have not decided yet. So far I have uderstood that for this I will need to set up a separate Survey in Fin, with the questions I want to ask for the VES, and then Fin AI suggested that this can be triggered by adding some actions to our exisitng Human and AI chat worklflows. Fin recommended to build a Reusable worklflow that we can add to the existing chat and email worklflows. I have set up the survey, and also built a potential Reusable workflow we could use (or maybe we can adjust the exisitng workflows), but for the life of me I am not able t

 Yesterday and today we experienced two inbound phone calls in a short period where the phonecalls entered the Hold and assign call step and remained In queue.No available teammate was automatically offered the call, even though atleast one teammate was active and could immediately answer the call manually.Can someone of Intercom check the backend routing logs to determine why no teammate was selected for automatic assignment for these conversations? I've already tried to figure out what might have gone wrong, based on the logging I am thinking it might have something to do with the away status and how we have configured our workflow, but no clear reason could be determined.We have enabled Show team composition in conversation event log, but no team composition events are written to the conversation timeline for new inbound calls. Is there any prerequisite for this feature, or is it expected to work for all Phone conversations?We compared a successful inbound call with a failed inbound

I am handling one of my client’s projects, where he is offering translation-based services across the World. I am a developer but confused about how can I automate certain compaigns based projects in all famous languages across the Globe. This is what my client is demanding about it. We have developed certain custom softwares for these things but did not get any reasonable results-oriented.Now, I am looking for some intercom-based software that can help me to start campaigns across the Globe according to the users locations, but with automation-based steps for this Online Translation Agency. 

We have some team members that are not on Intercom all the time. However, some message do need their input. It would be great to be able to slack teammate when they are mentioned @____ in the notes.And also, when the chat is assigned to the person.

I am no longer able to highlight text to copy it. It unhighlights too quickly. I never had this problem before I started seeing little floating icons for Co Pilot next to everything I highlight. Now that it’s there, nothing stays highlighted long enough for me to even press control + c

Hi everyone,I’ve been working on integrating the Intercom Messenger into a custom web application, and I’ve run into a specific technical hurdle that I’m hoping the community can help with.I am currently using a delta vietnam setup to execute some background scripts and handle task automation within the site's environment. While everything works perfectly on the desktop version, I’ve noticed that when this executor is active in a mobile web view, the Intercom Messenger launcher fails to initialize. It seems like there might be a conflict between how the script executor manages the DOM and the window.Intercom boot sequence.I’m seeing a couple of related issues as well:I'm not sure if the asynchronous loading of the script executor is competing for resources with the Intercom snippet, or if it's potentially masking the user identity variables needed for a successful boot. Has anyone else used a delta vietnam community workflow or a similar third-party script manager alongside the Interco

When a ticket is created from a contact form submission containing the customer's full query, Fin currently does not respond and the ticket closes due to inactivity because Fin is waiting for a new customer message. Is there a way to configure Fin or a Procedure to treat the ticket's submitted content as the triggering message, so Fin responds without requiring the customer to send anything further?

Hi all, we just turned on the Suggest Help Articles Task Bot for both users and leads and in the first week of use we are finding its article suggestions to be way off. It seems to be suggesting just our oldest/highest viewed articles without taking into account keywords (see below for an example).  I've already read Intercom's "Let users help themselves with smart suggestions" and "Share articles to answer questions faster". I've done the suggestions about writing relevant articles with the words the customers are searching for.  The suggestion about -"When a customer gets in touch, you should send them a relevant article in your first reply to them. If they send you a second message before you reply Operator won’t learn from this." - really doesn't work for my company. When our users actually get to talk to a live agent they expect targeted, step-by-step support, not just guidance on where to find an article and especially not on the firs

Hi! We have two support teams in two different countries with a 14 hour 30 minute time difference and sometimes need to set up a workflow for our chats but have it only send to our customers in one region. (for example one country has a national holiday and is out of office but the other does not)We tried with a workflow set up; When customer visits a page-I added an Audience to this. Where the audience was set to Visitors, Users, and Leads ‘Country is X’. However, it shows no people match these rules yet in the audience menu. And this made it so the workflow did not trigger for anyone. What is the best way for us to set this up for the future where certain chat workflows trigger only for certain countries? 

Is it possible (or: what is the best way to...) run a small bit of code or show an iFrame in the messenger? For a certain case in a custom bot, if a user chooses a certain path, I want to show the user a quick calculator. The code is very simple - an HTML input, and about 5 lines of javascript. Is it possible to either put the code somewhere to show it in the bot? Or otherwise, can I use an iframe that shows a page where the calculator is hosted? Thanks

Today, teammates can reply to customer tickets and conversations from their email inbox. We’d like a workspace setting that disables teammate email replies, so teammates must reply only inside Intercom (Inbox). This helps prevent accidental customer-facing replies (for example, when someone thinks they’re adding an internal note) and ensures every response is clearly visible and auditable in one place.I’m not sure how best to do this today as haven’t been able to find the settings for this, we were able to do this super easily in Zendesk. Thank you!

Hi all,We're a regulated fintech app (Junior Stocks & Shares ISA) and have two distinct user types who might need support:1. Our main customers — parents who hold a JISA account with us2. Gifters — friends and family who are gifting money to a child's account but don't have an account themselvesWe'd like to add a support button within our gifting flow so gifters can reach us when they get stuck. But we want to make sure gifter conversations are kept separate from our main customer support queue.A few questions:• Can we configure multiple Messenger launchers that route to different inboxes or teams depending on where in the product they're triggered?• Can conversations be automatically tagged or routed based on which screen or page the Messenger was opened from?• Is it possible to create a separate Messenger experience for users who aren't logged in or don't have an account?• Can we set up routing rules to ensure gifter conversations never land in the same inbox as customer queries?

I’ve been thinking about how customer support teams manage queries for content creation tools, especially those with a large non-technical user base. Free apps seem to generate a lot of repetitive questions like exporting issues, performance on different devices, or how to use certain editing features.From a support perspective, this raises a few questions:How much of these queries can realistically be handled through automation (chatbots, guided flows, etc.) without frustrating users? At what point does it make more sense to route users to a human agent instead of relying on automated responses? Has anyone here used Intercom to manage high-volume, feature-related queries like theseOpen to suggestions how others are balancing scalability with user experience in this kind of scenario.

We are using the trial version with Expert capabilities to assess if Intercom suits our needs. We want an AI agent to embed in our software products. This agent should provide level 1 support based on documentation content. If the agent cannot help, it should hand off to our Support and Product Team in Jira Service Desk by calling a data connector to create a new ticket via the Atlassian API.The challenge we face is that there seems to be no way to set a Title and Description or copy the conversation into attributes for the data connector.Is there a way to achieve this? We are not going to use Intercom Inbox, as our support team only will interact with our customers via Jira Service Desk.  using Message Body, just the first user´s message is returned, other attributes from Conversation category doesn´t seems to be working for a data connection. 

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?

Using Intercom as a wishlist Our team is looking for a way to collect feature requests and feedback from our users. We have used third-party apps in the past, but we want to stray away from them for a number of reasons. My idea is to use Intercom for this. Our users would be able to select an option 'I have a wish/feature request' and build a workflow around that. My question to the community is: does anyone have experience with this?  I am looking for tips, best practices and advice. The most important key points are:Convenience Users should easily drop their ideas with our team Overview Ideas/feedback/requests need to be grouped and segmented Automated Minimal teammate interference. Fin and automations should do all the work Public roadmap and public ideas are not what we're after.Open to your suggestions 😄

We utilise auto translate in workflows, and on welcome, we share a message and offer the visitor options to select based on why they contact us, these selections in turn determine the path of the flow that is followed.  The issue is, The welcome message itself is sent in the detected language (browser or location, however this is being picked up), but, the choices (buttons) are displayed in the workspace default language, which is English. This means that we are contacted from say a Spanish or German customer, we send a localised welcome message, and present the options in English, this makes no sense.  Other than setting up individual workflows per language, is there a way to resolve this, if not, I would suggest that the same logic is followed for button translation and those are sent in the same language as the welcome message at the very least.  From research, the button translation comes once the language attribute is “locked in” by FIN, but that doesn’t seem to make much sense to