Fin Product Area

Increase Guidance Limit From 100 to 150 or more… Hello Team, we have reached 100 Fin guidance limit in total for Chat/Email and Voice. Can you separate this limiter instead? I mean...Like 100 for Voice and 100 for non-voice?Of can you just increase the limit to 150 if it’s easier to configure?  We are adding more features to as we go along the way. So, our other work space will surely reach the limit pretty soon. 

Hello guys! 😁  I'm starting to work with the reports on my articles, and it would be really helpful to be able to export the data.  Is it possible to export my articles reports? Thank you all for the support. 🙋

Just released an app that exports Intercom conversations to styled PDFs — includes metadata, attachments, participant info, and side conversations.It's free: https://www.intercom.com/app-store/?app_package_code=export-conversations-wtc5&search=export%20Here it an example: Happy to hear feedback or feature requests. 

Hi everyone,When support volume suddenly spikes, I’ve noticed it becomes harder to keep response times consistent, even with automation and routing in place. Conversations pile up quickly, and it’s not always clear which steps should be handled automatically versus manually.This came up in a discussion where someone mentioned structuring execution logic outside the main tool, like deltaexector.com, which made me think more broadly about handling load and prioritization. How do you usually manage high-volume periods without sacrificing response quality or burning out the team?Do you lean more on automation, temporary rules, or external helpers to keep things moving smoothly? Would love to hear what’s worked for others.

Hi everyone,If we have an outbound message that was already sent to users and they’ve received it, is there any way to update or change that message for those same users?We tried creating a new version of the outbound message, but it only applies to new users. Users who already received the original message continue to see the old content.Is there any option in Intercom to modify or replace or delete those previously delivered outbound messages?Thanks in advance 🙏

We have one workspace but multiple brands. I’ve been trying to get an answer on this question but the person helping me just stopped replying. And we need to urgently resolve this issue.We want to use app script to forward emails because we have complex filtering requirements. The issue is that when we send it via app script, it goes to the default workspace instead of the brand that’s sending the email. Which also means we are replying back from the wrong email.I tried using the workflow automation to fix this but it will only allow me to set a specific inbox, and while we have brand specific inboxes it doesn’t resolve the actual issue. I don’t see a way to set the brand using workflow automation.An agent told me “If you need the per-brand forwarding address again: edit the brand address → change/disable receiving → choose “Set up forwarding” and the unique @intercom-mail.com for that brand will be shown again so you can copy it, then re‑verify.”However, this does not show up in the U

Fin is technically able to read dates, but in practice it often fails to reason about them correctly.ExampleFin currently sends out discount codes that are already expired, because it doesn’t reliably calculate whether a date is in the past, present, or future.Feature request    •    Fin should be able to compare dates to the current date    •    Fin should not mention or suggest expired offers    •    Ideally, Fin should be aware of:    •    “valid until”    •    “expired”    •    “not yet active”Why this matters    •    Prevents customer frustration    •    Avoids incorrect promises (e.g. expired discounts)    •    Increases trust in AI-generated responses 

I’ve tried everything in the doc and through other posts, but  just can’t seem to make this work. The message just doesn’t display at the bottom of the page.

Hello, I need to create a custom report in intercom utilizing the “Adjusted conversation handling time” metric, which I understand is currently in beta.  When searching for a metric, this option is not available. I can only find the regular “conversation handling time”. Am I missing something?   

Hello all, On behalf of the Access LMS Support team, it would be beneficial to have the following file formats enabled to be used in Attachments on the Intercom Chat window:.mpg, .webm, .webp, .tiff, .docx, .txt, .rtf, .pptx, .ppt This is to ensure our clients will be able to share materials that demonstrate a specific area of the system, in order to facilitate a better and faster service to them.Thank you all in advance!

Hey again! I noticed there is an option to collect Fin’s attributes data which is great, but is there any chance to be able to collect attributes’ data without Fin answering? Is this something that we can expect any time in the future?   

Using the FIN workflow, I’d like to trigger a bot survey using a URL. I’d also want some metadata passed over from FIN through the URL to our survey tool. How can I accomplish this?  Metadata examples:-FIN Conversation ID-Category

Hello,Currently, our team primarily uses conversations for the majority of our Intercom interactions, and Fin triages all incoming cases first. We would like to create a process wherein any time a conversation is escalated from Fin to a human team, it is also converted to a ticket. This is because our Fin deployment is at a point where if anything is escalated, it is likely complex and will take time to resolve.This doesn’t seem to be possible with existing workflows, since the “convert to ticket” action only works when a customer sends their first message. We also do not want all emails to be converted to tickets - Fin handles both email and chat. The conversion should only happen when there’s an escalation.Has anyone in a similar situation found a good solution to streamline this process?

Hi Intercom Community, i’m having some difficulties creating a product tour. Quick question: Is it possible to create a tooltip in an Intercom product tour that isn’t anchored to a specific element, but still lets users click anywhere on the page to advance the tour? Thanks in advance for your help!

 This really annoys me;Why can I View and Bulk Edit the Fin Permissions of Articles in the view-all-articles screen, but I cannot view or bulk edit the Visibility Audience of the Article??Also, Why dosen’t Visibility Audience utilise the preset Fin Audiences, which are super useful, I have to manually configure entire collections of articles, the same rule sets each time, if that rule ever updates, I cannot easily find those articles, or edit the rules!Super infuriating, this set up is not a serious help centre for multi-country companies with variations of policy per user group.  

Hi All, What are the benchmarks for bot-resolved CSAT? Our team is looking for a baseline as we implement our first round of AI/Fin improvements. Thanks! 

first try at a product tour. when i preview the tour, i'm routed to the correct url, i sign into my webb app, but the tour never displays. what newbie goof am i making?

Hi, I want to grab the #ticket number in my macro so I can use it, but I can’t find it in the existing tokens available.   

Our company offers software which contains databases our end users need for their work. The databases sometimes use difficult terminology that is hard to interpret for our users. In an attempt to improve the ‘readability’ of the databases, I have recently uploaded a bunch of ‘metadata’ associated with the most used databases in our software - breaking FIN as a result.Prior to starting the upload December 2025, I had contact multiple times with my Intercom account manager to determine the ‘optimal’ way to upload a large amount of qualitative (text) data to Intercom. The data on our end originally is stored in JSON format - a format we can’t directly upload directly to Intercom. After some discussions, we opted to split the JSON file into smaller .txt files, which we manually uploaded as ‘snippets’ to Intercom. We have spent a considerable amount of time setting this up. Now the system is ‘stuck’ since Christmas 2025, with no viable solution yet in place. No new content we upload is inge

How do you all tie your CSAT reporting together? We use Fin along with Zendesk and house data externally in Domo. It doesn’t appear possible to send Fin CSAT over in the Zendesk ticket that is created for tracking, and it looks like our only option is manually exporting CSAT CSV’s and then importing that into Domo. Is this correct?Are there any better solutions?

 Hey everyone! We’re using Intercom for both live chat and longer ticket-style support.A challenge we’re facing is that conversations often remain open, but the agent who was handling the chat goes offline (end of shift). In theory someone else could jump in, but in practice each teammate already has a high ticket load, so constant handovers are not realistic.What’s the best practice workflow for this in Intercom?

I currently have a custom workflow where when a conversation is set to Closed that a CSAT survey is sent out.  No problem here.Now I want to instead send out that CSAT survey when a teammate changes the ticket state to Closed. In creating a workflow for this, I have a “If teammate changes the state of a ticket” trigger in there first, but I only want the path to execute if the ticket state becomes Closed.  I tried putting an Apply Rules element into the path, and a rule where the condition is ‘Ticket state is Closed’, but the ‘Ask for Conversation Rating’ action is not available, and the rule requires an action.Can I just add any action, then add the CSAT step, and have the workflow send out the CSAT only when the ticket state is changed to Closed by a teammate?  Or is there a different way this workflow needs to be set up?