Fin Product Area

I was looking at functionality which points out and flags potential duplicate conversations and I was wondering if it was possible to either..Extend its existing functionality to do other arbitrary things (like tagging/closing conversations, sending webhooks, etc..). Maybe Intercom provides an interface or API to do this though I haven’t seen it. Reproduce this duplicate conversation flagging behavior without necessarily having direct access to Intercom’s own implementation (unless Intercom is willing to provide access to this). I’m guessing there might be a set of APIs that could make this possible but using them might introduce delays in the system that could result in unattended side-effects/race conditions.

Hello everyone,I would like to ask for your support and ideas to help resolve an issue I have been facing for some time regarding our service SLAs.We currently work with different SLAs depending on the type of request. In many cases, a ticket that starts as a general inquiry ends up becoming an error or incident, so I need to change the SLA to the one applied to errors, since it allows more time for resolution.However, in the SLA configuration, I set the system to disregard the time when the ticket is snoozed or waiting for the customer. The issue arises at the moment I change the SLA to another one: the period that was previously disregarded while the ticket was paused is no longer excluded in the new SLA. Instead, the system starts counting from the original opening date without applying any discount for the paused time.This has a direct impact on our reports, as it makes the SLA appear much more delayed than it actually is. It also reduces the available time to handle the ticket pro

Hi there, We’re currently using another provider, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

Hello Team, Can you take a look “Why changes in workflow and other settings (banners) won't show on Change Log Section?”Snippets = is okGuidance = is okuser settings = is okWorkflow = NoOutbound banners = NoReally important for us. Easier to check and do audits this that way. 

Simply put with Intercom how can you create a method for a visitor to make a callback request?I know you can add Request a callback in a Phone workflow, how can I do it within Messenger?Thanks in advanced :)

Hello Support, We have run into a recurring issue where customer company names are not being auto-filled in the drop-down box at the top of tickets, despite the ticket having a “Company details” association in the side menu. It seems like the problem is Intercom automatically associating our own company with the ticket, causing two values to appear in the company drop-down box, meaning none of them get selected by default. Is this expected behavior, and is there a solution / workaround to prevent this from happening? 

Hello - I want to connect FIN AI to my status page that is hosted on Atlassian. For this im using, I plan on using the Procedures feature and create a new connector.I need to make an API connection to a specific endpoint from Atlassian - does anyone has any recommendation on which endpoint I could use from Atlassian? Does anyone has the same setup. Any guidance is much appreciated. Thanks

 In Ep. 11 of Support Stack, Gabriela Passeri (Knowledge Manager at AutoDS) walks through how they made Fin actually understand their product.Their key move was to build internal, Fin-enabled glossaries mapping customer language to product terminology. Including synonyms, “avoid confusion with”, and even UI layout guidance.Super practical and very applicable if you have a complex B2B SaaS product with integrations!Full episode: I really hope it helps! 

It would be great if it were possible to download an email distribution list BEFORE sending the email. The preview doesn’t really help if you’re trying to be sure who all the recipients are. This goes beyond if the users are subscribed or not, it would be very helpful to verify the filters are correct and that all the expected recipients are included. 

Hi all! Long-time listener, first-time caller 🙃I’m Eamon, and I lead Customer Ops at Playground. We’re exploring expanding our support channels to include video calls (e.g. Zoom).We serve daycare providers, who are often short on time and not always deeply tech-proficient. We’re thinking video could be a more effective way to handle “How do I…?” questions - offering a more immersive, high-touch experience that helps them get unstuck quickly.I’d love to hear from anyone who has rolled out higher-touch channels like phone or video: What worked well? What didn’t? Anything you’d do differently? How did you position it alongside chat/email? If you’ve had success here, I’d really appreciate the chance to learn from you. Thanks in advance!

Hi All, We are attempting to use the Fin overlay on Zendesk Messaging. During several live deployment tests, we found that a quarter of our users are showing as ‘unrecognized’ which creates a duplicate profile in Zendesk. This wasn’t a problem when using Zendesk Messaging independently (no Fin overlay) We haven’t changed anything with our Zendesk Messaging widget authentication (JWT) Example code was reviewed and found to be functioning correctly per Fin and Zendesk SupportHas anyone else faced this issue and found a resolution? The duplicate profiles cause more work for agents to merge and impact our reporting if the profiles aren’t tied together. Thanks!

Just released Conversation Metrics — an app that brings per-conversation performance stats into your Intercom inbox sidebar:First agent response time Median agent response time Time to assignment Customer avg response time Longest wait (with snippet showing where the delay happened) Snooze analytics (who snoozed, how many times, total duration) Time to close Message count ReopensHere's what it looks like:  It's free and available on Intercom AppStore: https://www.intercom.com/app-store/?app_package_code=conversation-metrics-vvnbHappy to hear feedback or feature requests.

Hello all,Could I ask, please, what is the maximum file size allowed for Attachments on the Chats in Intercom? It's important to know, as some file sizes may go up to 1GB in size that our clients may need to attach. Thank you all in advance!

The author profile pictures are automatically added to every Help Center article, but only the images manually added to the articles allow alt text attributes. This means that every HC article has always at least one image missing alt text. How can this be resolved in order to improve accessibility of articles? Thank you! 

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?