Fin Product Area

Hey everyone, I've been running into a persistent input issue inside the Intercom Inbox recently and wanted to check if anyone else has dealt with this. During high-volume support shifts, I rely on automated keystroke sequences to paste boilerplate replies and quickly navigate open conversations. However, whenever I run a basic macro sequence through tgmacro to populate text into the composer, the input field seems to drop the first few characters or intermittently loses cursor focus mid-string.I initially thought this might be an issue with browser extensions or clipboard permissions, but testing across both Chrome and Brave in incognito mode produced the same behavior. It feels like the rich text editor's event listener is struggling to register rapid virtual keypresses, which occasionally even triggers unexpected Intercom inbox shortcuts by accident instead of typing out the text.Has anyone found a reliable way to make the Intercom editor handle fast simulated input without stutteri

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

I’m having some difficulties setting up Companies in our Intercom workspace.There are a couple of issues at play: Most of our comms at the moment are being forwarded in from our personal mailboxes into our support mailbox. This is causing confusion as Intercom cannot tell who has sent the initial email. We have users that have accounts in multiple ‘Companies’ which is confusing Intercom as it is unable to associate to the correct Company.  Further to this…all of our internal team has user profiles in every customer account, which seems to confuse things more. Is there a workaround/ easier way to solve this problem? 

Hi everyone, I am running into a frustrating layout issue with the Intercom Messenger launcher on mobile Safari. We recently deployed the messenger to help assist users who encounter setup errors on mobile devices, but on smaller screens the chat bubble floats directly above our main action elements. For instance, when testing the layout on this page, the default widget positioning sits right on top of the configuration buttons, making it nearly impossible for mobile visitors to tap the primary triggers. We attempted to adjust the launcher position using the vertical_padding option in the Intercom boot settings, but the padding resets whenever a user rotates their device or triggers an in-browser prompt. Has anyone found a reliable way to dynamically adjust the launcher coordinates or temporarily tuck it away on specific mobile pages without disrupting active conversation tracking?

Hello everyone, I have been running into an issue integrating the Messenger widget on our site, where the chat launcher randomly fails to appear for visitors. The script is embedded in the header, but in several modern browsers, the boot sequence appears to stall before establishing the connection.We have reviewed our domain settings and CORS headers, yet the intermittent connection drops continue to occur during high-traffic periods. For more details on our client-side setup and console logs, please let me know what specific environment information would help diagnose this.

Is it possible to turn off the email notifications in the in-app conversations? Let's say that I need to turn off all the replies in the email from a chat conversation. Or maybe it's possible to configure when the email notification will be sent?

When attaching a photo in the chat, it sometimes gets stuck loading for a while. When this happens, it isn’t possible to send a chat message until the photo has either finished loading or has been erased. This was not the case in the past. It used to show the upload in the chat, which would gradually load while we could continue to exchange messages.

I conducted a site audit of my Help Centre and it returned a lot of redirects and 403s. The 403s I was able to fix. But the redirects and canonicals, I don’t know how to fix.Any help is appreciated. 

Hello everyone, I have been working on integrating the Intercom Web Messenger into our web platform, but we are experiencing unexpected behavior during dynamic page transitions. Specifically, the chat launcher periodically fails to mount or becomes unresponsive after navigating between client-side routes, forcing users to perform a full page refresh before the widget becomes functional again.We first detected these intermittent display glitches while troubleshooting identity verification and event logging on the website, where custom user attributes appear to delay script execution. Has anyone faced similar timing or lifecycle issues with the JavaScript SDK in single-page environments, and what is the best practice for cleanly updating or re-booting the Messenger instance across route changes?

The ISO 22000 Internal Auditor Course provides professionals with the knowledge and practical skills required to plan, conduct, report and follow up internal audits of a Food Safety Management System (FSMS).The course is based on ISO 22000:2018 and the auditing guidelines of ISO 19011. It helps participants understand food safety management requirements and evaluate whether an organization's processes comply with the standard.Who Should Attend the Course? This training is suitable for quality assurance managers, food safety professionals, production and quality control personnel, internal auditors, compliance officers, HACCP coordinators and food industry consultants. It is also beneficial for employees responsible for implementing and maintaining a Food Safety Management System.Basic knowledge of food safety principles, HACCP and ISO 22000 requirements is recommended before attending the course.ISO 22000 Internal Auditor Course Content The course covers the fundamentals of ISO 22000:2

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?

HelloWe’re moving away from our CRM and will soon send all our EDMs from Intercom. Do you have a checklist of things we should do to prepare? For example, warming up our IP, removing duplicate contacts and importing our list of unsubscribed customers.

Hi everyone, I have been encountering an issue with the Intercom Messenger widget when loading it inside an embedded mobile browser wrapper. We are currently testing the live support widget on our documentation portal here, but the chat bubble frequently flickers, fails to initialize properly, and causes significant layout shift during the initial load.Alongside the visual glitch, we are noticing that user session persistence seems completely broken across page reloads. Whenever a visitor switches views or reopens the client, their ongoing conversation history disappears, and Intercom treats them as an entirely new anonymous visitor, creating cluttered duplicate leads in our inbox.Has anyone dealt with similar iframe rendering or cookie storage limitations when embedding the JavaScript SDK inside custom mobile web views? Any tips on adjusting initialization flags or security configurations to stabilize the messenger would be greatly appreciated.

Hi everyone, We want Fin to have natural, ongoing conversations using customer-specific data retrieved from our backend, alongside our Knowledge Hub content.Our current setup uses a Procedure to complete our SMS OTP verification flow, retrieve the customer’s data through a Data Connector, and present an initial overview. The response contains multiple related records and nested arrays. The connector is currently called only by the Procedure.After the Procedure ends, Fin appears to answer follow-up questions from general knowledge rather than consistently using the full retrieved dataset, including details omitted from the initial overview. Intercom’s Fin support bot told us that data returned by connectors called within a Procedure is retained only for that Procedure run. It recommended: A separate read-only connector with direct triggering for follow-up questions. A short-lived, server-side verified session established after successful OTP verification. Simplifying deeply nested r

¿Qué es la certificación GMP?La certificación GMP en España permite demostrar que una empresa aplica las Buenas Prácticas de Fabricación para garantizar la calidad, seguridad y consistencia de sus productos. Estas prácticas son especialmente importantes en los sectores farmacéutico y cosmético. También se conocen como Normas de Correcta Fabricación o NCF.¿Qué empresas necesitan cumplir las GMP?Las GMP son relevantes para fabricantes de medicamentos, principios activos y productos cosméticos. También afectan a determinadas actividades de envasado, acondicionamiento, almacenamiento y control de calidad, según la normativa aplicable.Requisitos para obtener la certificación GMPLas empresas deben disponer de un sistema de calidad documentado, personal cualificado, instalaciones y equipos adecuados, procedimientos de higiene, controles de producción y trazabilidad. También deben gestionar desviaciones, reclamaciones, cambios y acciones correctivas.¿Cómo obtener un certificado GMP en España?E

 We’re updating our escalation guidance for agents and would love to get some insight into how to handle writing internal articles and how Copilot surfaces content across different support tiers.ContextIn some workflows, our (Tier 1) handles the initial steps before escalating to a (Tier 2 agent), who then continues the process and follows additional guidance.We’d like to understand whether there’s a way to control content visibility so agents only see the guidance relevant to their role, without exposing Tier 2-specific instructions to Tier 1 agents prematurely within Co-Pilot.Questions: Is it possible to configure content visibility or access based on an agent’s support tier? If tier-based content gating isn’t supported, would Copilot surface all steps within the same article, including Tier 2-specific instructions, to Tier 1 agents? We plan to test this but wanted to confirm whether there are any existing capabilities or limitations. Are there recommended approaches for structur

Hi everyone,We’re using Fin in Hebrew, but we keep seeing cases where Fin adds random English words inside Hebrew replies, even when those words do not appear in our Help Center articles or snippets.We also had a more serious case where Fin inserted Japanese/Chinese-looking characters into a Hebrew customer-facing reply.We already added clear Guidance telling Fin to reply fully in Hebrew and avoid English unless it is a brand name, URL, product name, or a required term. The issue still happens.Intercom Support suggested using Guidance and mentioned the multilingual glossary, but also clarified that the glossary does not apply to AI-generated replies.Has anyone using Fin in Hebrew or another non-English language found a reliable way to prevent this?Is this something Guidance can actually solve, or is this a current limitation of Fin?This is affecting customer trust, so any practical advice would be appreciated.

Our team has found it very frustrating that when creating a ticket to reach out to a customer for an initial contact, that the email signature is not attached, and that it is only a notification and not an actual email. I understand the workflow is to create a conversation first if you actually want an email signature on an outbound message, if that's the initial message. Then you have to convert that conversation over to a ticket. This is frustrating, adds extra steps, and is counterintuitive. I would like email signatures on initial outbound ticket messages to customers.

Hi! I wanted to see how other people are tagging their help center articles? (By Product, Feature, Article Type, etc)What is your use case? 😊

Optically - the word “Sent” is too similar to “Seen” and harder to quickly distinguish when navigating through conversations. It’s also not very descript - does Sent mean delivered??Instead of “Sent” some other suggestions…-Sending-In transit-In route-Pending delivery-Delivered

These quickly clog up tickets and also cannot be removed. This should be a very thin line with text “Message delivery failed” with a button to expand into further details. Multitple failed messages should be compacted into the the same block.  

Something is going wrong with my anti-repetition guidance. No matter what, Fin will not stop repeating/rephrasing the same answer multiple times. I have guidance on asking clarifying questions and am wondering if that’s part of the issue. My adjustments to clarification guidance also aren’t making things better. Using optimize and other ai tools isn’t helping.I’m stuck and am a team of one. If you have any suggestions or examples that work well for you, please list them here!

We recently integrated the Intercom Messenger JavaScript snippet onto our website to handle setup queries and live troubleshooting for users downloading our custom launcher builds. However, we have noticed inconsistent behavior where the chat bubble delays the initial page load on low-spec mobile browsers and occasionally fails to initialize altogether inside embedded webviews.Alongside the load delay, we are seeing related tracking glitches where custom user attributes and visitor session tags drop completely before reaching our team inbox. We also ran into strict Content Security Policy warnings in our console regarding some dynamic assets requested during the boot phase, which seems to disrupt the overall launcher guide display.Has anyone encountered similar performance and CSP conflicts when deploying the Intercom Messenger across a gaming utility website? I would love to know if there are recommended asynchronous initialization patterns or lightweight configuration workarounds tha

Is there a way to remove “step 1 of 5” from the product tours? In some cases we would like to show the steps and in other cases we wouldn’t. Just wanting to know if that’s an option.