Fin Product Area

Please allow custom auto-close timeouts beyond the current 15-minute maximum for incomplete Workflow conversations. Our customers may need more than 15 minutes to read Fin’s answer and reply, especially on mobile or when they need to gather information. A configurable timeout—for example 30, 45, or 60 minutes—would prevent conversations from closing before customers can respond, while still allowing us to manage inactive conversations automatically.The current setting only offers 3, 5, 7, 10, or 15 minutes. 

Getting intermittent hard bounces from Outlook/Microsoft recipients:```550 5.7.515 Access denied, sending domain HELP.HUEL.COM doesn't meet the required authentication level.SPF=Fail, DKIM=Pass, DMARC=Pass``` Setup: domain SPF managed via Sendmarc, mail sent through Intercom → Sparkpost EU. DMARC passes via DKIM alignment, so by DMARC's own rules this should be fine — but Microsoft is rejecting on SPF specifically.I’m being told by Intercom that this is just an accepted loss with not being able to respond to these customers.  Anyone else experience this?  

It seems there was a UI change recently that made all sidebar conversation attributes show only a few characters of preview and force you to click into each one-by-one to get the actual data inside. This is a big time drag when those fields get auto-populated for conversations and cannot be read by a support agent at a glance without clicking in and out of lots of individual fields. There doesn’t appear to be any way to go back to the old view where the fields were expanded by default. When did this happen, and can a configuration be added either globally or per field to have it fully expanded in the sidebar by default for ease of use on key fields? 

I think it’s absolutely ridiculous that when I receive an email where the sender removes people from the thread and I reply, Intercom adds those people back in, with no notification to me that it is doing this. For example, I am in an email exchange with Julie and Susan. Julie responds to my email but removes Susan from the thread. When I respond, Intercom automatically adds Susan back without 1) informing me that she was removed or 2) giving me the option to keep her off the next email. The only time I know to remove her is when the email from Julie says “Susan moved to BCC” or “minus Susan” or something and then I have to manually remove Susan from the response to not add her back in. This is an issue for a few reasons.1) Customers have gotten frustrated with me that I “keep adding people back in” to the conversation once they’ve removed. I don’t realize I’m doing this because if there are 8 people on a thread and they remove someone without telling me explicitly, I don’t know that t

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

I'm trying to distinguish how a ticket was created — specifically whether it was created manually by a teammate in the inbox, or created programmatically via the API (e.g. from a custom application).The goal is to build a report on this breakdown, either using a native Intercom report/dashboard or by pulling the data out via the API into an external tool. For either approach, I need a reliable attribute or object that flags the creation source.I've gone through the API documentation but haven't found anything that reliably indicates this. Is there a field, event type, or other way to determine this?A few things that would help:- Any attribute (e.g. on the Ticket, Source, or Admin object) that flags whether a conversation originated from the API vs. the inbox UI- Whether this can be surfaced in Intercom's native reporting (e.g. as a filter/breakdown in Reports), or only via the API- If no such field exists today, whether this is something that could be added, or a recommended workaround

 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

Have there been any updates or recent changes to the tagging/hotkeys product?Previously, when adding multiple tags to a conversation, you could type a tag, press Enter, and remain in the tag window to immediately enter the next one. Since yesterday, it looks like pressing Enter after adding a tag kicks you out of the tag window instead.This means users have to click back into the tag field before every new tag. If they don’t, the letters they type can trigger hotkeys instead, such as opening Reply, moving to the next ticket, or snoozing the conversation.Was there a recent change to this behavior, or is this a known issue being worked on? See attached video.I appreciate any insight into this!

Hi everyone,I'm having an issue with Dataset Export in Intercom.In Daily Report I can successfully filter by "Brand is not [specific brand]" and get the correct data.However, when I go to Dataset Export, the same Brand filter is available in the UI, but when I select it, there is no content inside (no brands to choose from). It feels like the filter is broken in Export.Has anyone experienced this? Is there a known limitation or workaround?Thanks in advance!

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The new update to the Reply Inbox is breaking our macros. It seems to normalize the text somehow and removes all line breaks. This only happens in the Reply Inbox; macros work as expected when starting a new conversation. Video attached.Any insight is appreciated!

In office hours, the word “minuutin” is inflected incorrectly. Should be “minuuttia”.    

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Hi everyone,I'm currently exploring different ways to improve customer support workflows using AI. I was wondering how other teams are measuring the quality of responses generated by Fin AI.A few questions I have:What metrics do you monitor the most? Have you noticed improvements in first-response resolution? Do you use Fin mainly for FAQs, product support, or live conversations? Any best practices for training AI with a growing knowledge base?I'd love to hear how your team approaches this and what has worked well in real-world use cases.Thanks! 

Since today we have noticed that the new link editor automatically modifies URLs when adding or editing links in emails.The issue is that the editor decodes already percent-encoded characters inside the URL path, which changes the actual URL and breaks our download links.ExampleOriginal URL:https://xxxxxxx.xxx/.platform/customerdata/zbHfKMjdoCqhmXfSccxGpiD7AglaH%2B8DzS7jE%2Bvjbl%2F%2FnDJQggRqcINpVye5ybA3GQrIQtOHPl7GEr%2Bb6kWBgQ%3D%3DAfter saving with the link editor:https://xxxxxxx.xxx/.platform/customerdata/zbHfKMjdoCqhmXfSccxGpiD7AglaH+8DzS7jE+vjbl//nDJQggRqcINpVye5ybA3GQrIQtOHPl7GEr+b6kWBgQ==The editor converts:%2B -> +%2F -> /%3D -> =The conversion of %2F into / is particularly problematic because it creates additional path segments, making the URL invalid.These are signed download URLs, where the exact path is part of the signature. Any modification of the encoded characters invalidates the link.This worked correctly until today and started after the new link editor was i

Hi, I am able to embed how-to videos or guides in our help documentation pages. Can Fin automatically pick these videos and guides and show them in its answers? Is it possible today? 

We are having trouble with office hours not being taking into account for the ticketing reporting. For example, the report says the ticket was open for 1 day and 4 hoursWhen you look at the breakdown on the ticket it says:ticket open: 22/05 at 1:36PMticket closed: 27/05 at 4:52PMThere is more than 1 day and 4 hours between those dates. If you convert the 1d 4hrs into 24 hour time you get 28 hours, then divide by 8 you get 3.5 working days which is correct but it is not displayed correctly. Does anyone have a work around for this? Thank you!! 

We help customers organize scattered content (recipes, PDFs, docs) into a single polished output using an AI layout tool called Cookbook AI. It keeps the original text unchanged and just handles categorization and layout.Curious how other teams here handle similar "many small pieces of content -> one organized deliverable" workflows for their own users. Do you build this in-house or point customers to existing tools?

Hello,In our web application, we’re trying to display a specific news items based on button clicks using Intercom(‘showNews’, 1234). We’re currently facing an issue though as soon as we try to open two different news items (by clicking on each button one after the other). When we do this action, the first news item will somehow be cached and displayed again. Then no matter which button we click, the first item will always be the one displayed. We’ve tried to call Intercom(‘showSpace’, ‘news’) to see if it would solve the issue but to no avail.You can reproduce it by going on community.intercom.com and running the following in the console:Intercom('showNews', 31822)Intercom('showNews', 28469)Could you help me here ? I believe this might be a bug.

Hi all,We're seeing an issue after conversations are handed off from Fin to Zendesk:Customer messages are successfully reaching Zendesk Conversations are being assigned to agents as expected Agents can reply from ZendeskHowever, the customer never receives the agent response in the Messenger widget. Instead, the widget remains stuck on: "Waiting for a teammate" The handoff itself appears to be working correctly, so the issue seems isolated to agent replies not syncing back to Messenger after the conversation is assigned. Has anyone encountered this before or have suggestions on where we should investigate? Screenshot attached for reference, thank you in advance!  

Hi everyone, We receive inbound conversations through WhatsApp, but in many cases the customer’s WhatsApp number is not associated with any existing user in our Intercom workspace. Our desired flow is:The contact starts a conversation via WhatsApp. We ask for their email address. Intercom checks whether that email already belongs to an existing user in the workspace. If it exists, we send an OTP code to verify ownership of the email address. Once the verification succeeds, the conversation is automatically associated with the existing user instead of remaining as a lead.Is this flow possible using native Intercom features only (Workflows, Fin, identity verification, etc.), or would it require implementing it through the Intercom API? Thanks in advance!

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. 

Hello! 👋 Our Quality Assurance team has a strong focus on manually evaluating conversations handled only by our human teammates. At this time, Monitors will not pull conversations for review unless the following parameter is met:The conversation must include at least 2 messages from Fin and 2 messages from the customer. Would it be possible to not have this parameter in place? A substantial amount of our conversations (especially emails) do not involve Fin, and they are equally important for evaluating the overall Customer Service experience. Thank you! 😊

Good morning! I have a question regarding the current Messenger outage.Are customers still able to submit support tickets, and if so, do those conversations simply remain in the queue until the outage is resolved? Is there any message displayed to users who are trying to access the Help Center or contact Support during the outage?I'm also wondering how this outage impacts our responsiveness metrics. For example, does the time waiting during the outage count toward our first response time and responsiveness reporting?Thank you!