Fin Product Area

 Hi everyone 👋 🎅 I wanted to share this with the community because I couldn't find a single article on how to get Fin ready for Christmas. There's plenty out there on getting support teams ready for the holidays, but nothing on the AI agent itself.I think this is really important, so I'm sharing it now while there's still time before Black Friday. It's the playbook I use myself, it's all practical, and every step shows where it lives in Intercom. Fingers crossed it makes it onto the Intercom blog one day 🙂 Your team is ready for Christmas, but is your AI agent? Every year we see the same "how to prepare your support for Christmas" guides. Hire temps, write macros, extend your hours. It's good advice, but it was written for human teams, and in December Fin is the first one most of your customers talk to.So for me the real question is a different one. Does Fin know your Christmas cut-off dates, does it tell people honestly when a human is back, and does it feel even a little bit like

Hey! I discovered that the Side conversations option allows to send messages to Slack—neat! However, it is not straight forward to later on find the conversations that have side conversations. Any ideas of how this could be done? In short, this is the workflow that we are aiming at: When we need to ping someone from the team for a quick question, start side conversation and set message to selected Slack channel (this part is covered) Then find a way to easily keep track of this conversation (or any conversation that as a side conversation) within Intercom, like using Views or something similar. (This is not done!)I figured it could be done using Views filters (like when we filter conversations that have tickets, etc.), but I failed to get it working. Any thoughts, tips or tricks?

Hi, we use Intercom’s Customer Portal. Our customers need to review and prioritize their tickets from the list without opening each ticket individually.Our main request is a Priority column alongside the existing Ticket state column. The portal currently says “All columns are visible,” but Priority is unavailable.We would also like these basic list features: Display customer-visible custom ticket attributes as columns. Filter and sort by priority and ticket state, including custom states such as “Work in progress.” Reorder and resize columns, and save the selected layout and filters. Show a short preview of the latest customer-visible update so customers can understand what changed. Ticket state and sorting by last updated are already available. However, a customer has also reported that filtering is not working. Could you help investigate that separately and confirm what examples or recordings you need?Please log the missing capabilities as product feedback and let us know wheth

It would be wonderful to have a Intercom native feature where you could set up a alert threshhold feature on a chart that informs dedicated stakeholders if the volume was hit (without requiring periodic review). Examples might be: - If CX score hits X% - If conversation volume exceeds X conversations - Etc. We have a lot of busy stakeholders managing multiple different tasks, and things can fall below the radar. But this way you could draw peoples attention, without them having to cut out time daily to review dashboards to check performance across different releases.

I have a question about WhatsApp.How do you deal with the fact that we can't send active support after 24 hours of conversations with no customer interaction?We stopped, for example, on Friday, with that, with that, we were unable to respond to conversations on Monday    

Sharing how we're using Slack side conversations, plus one problem I'm hoping someone can confirm or work around.What we've builtOur technical support team has a private internal Slack channel with an always-on AI agent sitting in it (built on Claude, running in our own agent framework). There's no trigger word or slash command — you just start a new thread in the channel and the agent replies in that thread. It has read access to our internal systems (Jira/Confluence, GitHub, Sentry, our own product data), so answers come back grounded in real context rather than generic. It's become the fastest way for the team to get a sanity check mid-ticket.From Intercom, we can open a Slack side conversation on a ticket and post a question straight into that channel. That half works perfectly — the question lands, and the agent answers in the thread.The gapOnly human replies flow back into the side conversation in Intercom. The agent's replies never appear. I'm assuming that's because they're pos

Test Environment:OS: Windows 11 version 25H2 (OS Build 26220.7523)Browser: Edge (Version 151.0.4129.15)Screen Reader: NVDA (2025.3.2), JAWS (2026.2512.50), NarratorURL: https://help.enlyft.com/en/articles/11242176-enlyft-web-browser-extension-download User Impact:Users who rely on screen readers cannot understand the purpose of the iframe because its name is not announced. This makes the video content inaccessible and prevents users from deciding whether to interact with it. Pre-Requisite:Turn on Screen Readers: NVDA: Ctrl + Alt + N JAWS: Ctrl + Alt + J Narrator: Ctrl + win + Enter Verbosity: NVDA: Default JAWS: Beginner, Highest Narrator: Default Repro Steps:Open the URL: https://help.enlyft.com/en/articles/11242176-enlyft-web-browser-extension-download in edge browser in windows. Press down arrow key to navigate to the YouTube video in browse mode. Verify whether Screen reader announces the name for iframe present on YouTube video in windows or not.Actual Result:Screen reader do

Hi community 👋Has anyone found an effective way to handle customers who open a conversation by simply typing “agent”, without giving Fin / the AI Agent a chance to help?I’ve tried:general guidance encouraging self-serve first (minimal impact), and enabling “Set expectations for human support”, which unlocks “Ask for information before handover.” However, in our case the bot does ask a follow-up question, but then hands off to a human agent before waiting for the customer’s reply.What I’m looking for is a smarter approach (likely via guidance/behavior rules) where, when someone just types “agent” up front, the bot:probes for key details first, attempts to answer appropriately, and only escalates if it can’t be resolved.Any best practices, example setups, or wording that’s worked well for you would be hugely appreciated 🙏🏼

Enable users to view a public article in the Help Center while logged in, and via a direct link without being logged in, without having to duplicate the article→ Users : can view the article through the Help Center if they are connected→ Can also view the article through a direct link our team shares before they sign in or if they are not logged in 

I want to be able to check if making a change to content will improve Fin’s answer to a question without first having to publish it. Is there anyway to do this? 

I’m trying to setup an onboarding checklist in which multiple steps will launch product tours. I have the first step setup and functioning fine, but the subsequent steps/product tours I cannot seem to configure to launch when/where it is needed. Here’s the issue:Our customer’s URLs are : subdomain.domain.com …..When a customer creates their account and logs in for the first time, they are brought to their homepage. The checklist appears and the first item in the checklist launches a product tour on that page. There’s no dynamic aspect to that URL, so we can simply setup the “Use your tour everywhere” setting to use {subdomain}.domain.comThat tour has them create a case/project in their dashboard, which generates a new page/URL. The issue arises here, because that URL is different every time, for every user, however, the URL itself is not unique to a user, meaning any user in that dashboard (which there are typically multiple) can access that case/project/URL. The URL ends up being some

We recently integrated the Intercom Messenger widget on our support portal at cepcutapk.com to assist visitors with troubleshooting guides and template downloads. However, several mobile visitors browsing through our tutorials for capcut video projects are reporting that the chat launcher freezes completely or takes over ten seconds to render when loaded within Android in-app webviews.In addition to the UI lag, automated bot workflows fail to trigger during these sessions, and custom attributes passed via the JavaScript boot script seem to drop unexpectedly when users switch browser tabs. Has anyone experienced similar messenger initialization delays on content-heavy mobile sites, and is there a recommended deferral or initialization workaround to maintain performance?

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?

 Hi everyone,I am opening this feature request to address a recent and highly crucial update from Meta’s WhatsApp Business Platform ecosystem: the official support for WhatsApp Coexistence.During my interactions with the Intercom support team, there seems to be a misconception that using the WhatsApp Business App and the Cloud API simultaneously on the same phone number is either unofficial or a workaround. I want to clarify that this is now a fully official feature documented and supported by Meta, and having Intercom support it natively would be a massive game-changer for many businesses.What is WhatsApp Coexistence?Meta now officially allows businesses to register and use the same phone number concurrently across the WhatsApp Business App (mobile/web) and the WhatsApp Business Platform (Cloud API).When configured correctly via Cloud API, this setup enables: The Best of Both Worlds: Centralized multi-agent support inside Intercom via the API, while maintaining the ability to make/rec

Hello everyone 👋I'm curious to learn what redaction tools you're using for masking PII (Personally Identifiable Information). At the moment, we're using Strac to redact all PII in real-time, but I'm interested to hear if anyone else uses different redaction tools integrated with Intercom.Would love to hear your experiences and any recommendations you might have!Thanks in advance! 😊

Hey Everyone!We have data of conversation, conversation parts, contact, and company to our datawarehouse, extracted using Intercom API.Now, we are trying to replicate one table that our client has built in the Intercom Reports which basically shows the conversation with bug tag across the companies. It’s a really basic table, containing the following columns:Conversation ID Company ID (from Company Standard Attribute) Company Name (from Company Standard Attribute) Conversation Tag Some more additional fieldsNow, we are able to create the most of the fields from the API data. However, we are facing the issue for the Company ID and Company Name.For example, in Intercom report table, a single conversation has 8 companies (as comma separated string) in the Company ID and Company Name. While in datawarehouse we have around ~52 companies.For the datawarehouse logic, we are using contact as the a bridge to map the conversation data with company. In datawarehouse the flow is Conversation → Con

What I want is that when we write an article and we need to make sure a specific section is always highlighted/referenced by AI, we can indicate thisEx: certain actions are only possible if the client is working with a specific partner

When a caller has a hidden/private number, Intercom Phone cannot receive the caller ID and therefore has no phone number available for a callback.Today, these callers can still be presented with the option to request a callback, even though the callback cannot be completed. This creates a confusing customer experience and may lead customers to believe they will receive a callback that is technically impossible.I would like to suggest adding a condition/check before the queue-or-callback choice is presented. If no caller ID is available (anonymous/private number), the callback option should automatically be hidden and the caller should only be offered the option to remain in the queue.This would help avoid failed callback requests, reduce customer confusion, and create a more intuitive phone experience.

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.

For teams doing this reconciliation today — is it entirely internal, or does anyone use an independent third party to verify a sample of Fin-reported resolutions against backend evidence?I’m especially curious where the Fin outcome has a commercial consequence: refunds, cancellations, account changes, or outcome-based billing.And when the backend evidence disagrees with the reported resolution, does that feed into what gets treated as a successful/billable outcome?

Hello!Is there a way to create a “subject line” for macros? Seems only the email body can be created so I wanted to see if anyone knew if that was possible. Thank you so much, appreciate the help. 

Running Zapier from google drive to intercom to add information into user notes, however it will keep piling on instead of editing the existing notes, and it becomes a huge eyesore and can be very confusing to new staff. I have played around but can't find any way to remove a User Note. Any way around this?

Is there anyone I can talk to about the new style or new structure of Intercom’s/Fin’s public articles? I noticed the left side bar and other things. Can we also do that with our public articles?

We’re going to stop using Fin AI. It’s a shame because the product itself is really good, but the pricing isn’t suited to marketplace business models like ours.With margins of around €1 per user per month (incl. VAT) and high volumes, the cost quickly becomes unsustainable.If possible, it would be great to share this feedback with your product teams internally — there’s likely a broader pricing vs. business model fit issue for marketplaces.