Fin Product Area

Hello,We're seeing localized email headers displayed to customers in email conversations.For example, the quoted conversation history contains russian language:От: Отправлено: Кому: Тема:and timestamps such as:(UTC+07:00) TomskOur workspace language is set to English, and we'd like all customer-facing communication to appear in English.Could you please clarify:Where these localized headers are coming from? Whether there is a way to force them to appear in English? Whether there is a setting to prevent timezone names such as "Tomsk" from being shown?I've attached screenshots for reference.Thank you. 

We have some team members that are not on Intercom all the time. However, some message do need their input. It would be great to be able to slack teammate when they are mentioned @____ in the notes.And also, when the chat is assigned to the person.

Our need is to have agents always taking chats/calls at all times, without ability for them to switch away from one or the other.  A setting that prevents agents from modifying this is desirable.

When searching for conversations or tickets or viewing a list created by a view, we often want to apply bulk updates to the list of conversations or tickets. Currently, the list of changes you can make to a conversation/ticket is very limited. We would like to be able to change any conversation or ticket field whether standard or custom field. Example:I have a view showing me tracker tickets. I want to bulk update all tickets in this list with a value from a custom ticket field called ‘Product’. I cannot do this at present.

Hi intercom,In order to integrate with other chat service.We're evaluating the possibility of replacing the Messenger widget with our own chat UI, backed by the conversation API / or intercom-node. I found this post before: You will need to handle apps inserted into the messenger and conversations. You will miss out on a lot of the features offered by Operator. May I know what exactly will miss / break if connecting via API ?this is what i found so far: 1. Canvas Kit apps in conversations2. Fin replies: does Fin's answer arrive as a normal `comment` part (plain text/HTML we can render) ?3. Read/seen stateAnything else that silently breaks in a custom UI when Operator/Workflows run ?Or is there a guidance in document regarding this approach?Thanks

 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

Hi all,Looking for guidance on customizing Fin's default human handoff behavior (We use Fin over API).Right now, when a user asks for a human (Right from the first message), Fin responds with:"I understand you would like human support. Would you like me to connect you to a human agent? You can also continue working with me and provide more details if you prefer."We're building a multi-stage escalation flow (a short ladder of clarifying prompts before handoff) to collect 3 key infos for our support team (What customers were trying to do in the product, where are they in the product, what happened), but we need the final stage to first check whether the user already gave issue details earlier in the conversation, rather than asking for information a third time if they already provided it. I understand that Escalation Guidances are stateless so we can’t store anything in there. How can we build a robust support detail collection flow in case customer asked directly for human agents? i.e (

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!

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

Test Environment:OS: Windows 11 version 25H2 (OS Build 26220.7271)Browser: Edge (Version 143.0.3650.75)Screen Reader: NVDA (2025.3.2), JAWS (2025.2508.120). NarratorURL: https://www.intercom.com/help/en/articles/9639255-getting-started-with-intercom User Impact:Screen reader users will miss the ‘Did this answer your question?’ label for feedback controls, making it unclear what the controls represent. This can lead to confusion and incorrect responses during feedback submission.Pre-Requisites:Enable NVDA Repro Steps:Open the URL: Getting started with Intercom | Intercom Help in edge browse in windows. Intercomm page will open. Press tab key to navigate to the Feedback controls. Verify whether Screen reader is announcing the 'Did this answer your question?' label for the feedback controls in windows or not.Actual Result:Screen reader is not announcing the 'Did this answer your question?' label for the feedback controls in windows.NVDA announces: Disappointed Reaction toggle button not p

Test Environment:OS: Windows 11 25H2 (OS Build 26200.6584)Browser: Edge (Version150.0.4078.42)URL: https://www.intercom.com/helpdesk User Impact:Keyboard-only users will face difficulty navigating the chat popup screen, leading to confusion and inefficiency. This can prevent them from accessing critical controls, impacting usability and accessibility compliance. Repro Steps:Open the URL:  https://www.intercom.com/help/en/articles/9639255-getting-started-with-intercom in edge browser in windows. Landing page will open. Press tab key to navigate to the chat button and activate it. Verify whether keyboard focus order is incorrect in the chat popup screen in windows or not. Actual Result:Keyboard focus order is incorrect in the chat popup screen in windows. After activating the chat control focus is moving to edit field instead of first interactive element i.e. back control. Refer Attachment:Keyboard focus order is incorrect in the chat popup screen in windows.png Keyboard focus order is i

With Fin for Sales, we aren't using the meeting booker integrations for qualified sales meetings. Instead, we route prospects with the gCal app to schedule meetings with sales reps based on territory. One limitation we've encountered is that we haven't been able to set the meeting owner to a field that syncs with the Salesforce record owner. How can this be made possible?

We would love to see an option that allows callers to remain in the queue without having to make an active IVR selection.In our market, the most common expectation is simply to wait for an answer. Requiring callers to press a key to continue waiting can create unnecessary friction and may lead to confusion or abandoned calls.An option to let callers stay in the queue automatically, while still offering callback or other choices as optional alternatives, would create a more natural and user-friendly phone experience.Would anyone else find this useful?

Can Fin read customer order forms sent by email as PDF attachments, including ones with complex or multi-column layouts, and convert the data into a standard JSON format? If not, can we use a workflow or integration in Fin to reliably process these documents and ensure the final output is in JSON format?

DISREGARD - MEANT TO SUBMIT THIS AS A FEATURE REQUEST.

I have great difficulties managing the Brand appearance once chat goes to email, due to the fact that I can only sign up with one email adress.  When I turn off using my own email Intercom will still show my workspace name in the generated email Even if it says "Viktor from Brand 1" or "Viktor from Brand 2" The email adress is still limited to one domain or Intercoms own. I cant be the only one working with multibrand setup. How do I grow if I cant customise my brands. Any advice / tips /workarounds?  Did not get lucky in Customer Support (BTW I have the possibility to edit different brand styles)

Hey folks, I'm Brian, I work on the customer education/Academy team at Fin.We're starting a new project atm, building out professional certification program and before we get too far into it, I want to hear from the people this is actually for.A quick bit of context on what we mean by certification: this isn't a course completion badge. It's a structured way to prove you can actually do the job, through real scenarios, assessments. Something worth putting on your CV or LinkedIn.Think less "I watched the videos" and more "I can demonstrate I know what I'm doing."Two things I'd love your input on:What certifications would you actually want to see? Specific Fin features and capabilities, broader skills like conversation design or AI quality management, role-based tracks like support rep or manager, what would be most valuable to you/your team? What would make it worth your time? What would a cert need to include for you to feel it was genuinely valuable, to you, or to a hiring manager?Wou

Fin reads phone numbers too quickly Request: add a setting to slow down or format phone number delivery

I wanted to flag some feedback on the recent change to the Intercom tagging system (rolled out this past weekend), as it's slowed down our tagging workflow noticeably.Previous behavior: Typing a partial tag would surface a matching suggestion, which we could select and confirm by pressing Enter. This made tagging very fast.Current behavior: Partial matches no longer trigger suggestions — the full tag has to be typed or pasted before it appears. Additionally, the Enter key no longer confirms the selection; it now requires manually ticking the checkbox with the mouse.Together, these two changes have added meaningful friction to a high-frequency action. Would it be possible to restore the partial-match autocomplete and Enter-to-confirm behavior, or is there a setting we may have missed?

We use quite a few pictures and GIFs in our Help Center. A single picture is often used in multiple articles.Since we release new features and adaptions regularly, we always have to go through all articles and replace the pictures used. The update process is becoming a real pain.  Is there any way to have a central registry for pictures/GIFs? We would love to replace pictures/GIFs used in multiple articles centrally!

Hi everyone,I've been comparing different yoga mats recently and realized that many people focus only on thickness, while factors like grip, durability, and material can make an even bigger difference.For anyone practicing yoga regularly, here are a few things I think are worth considering:Grip: A non-slip surface helps maintain stability during standing and balance poses. Thickness: Around 4–6 mm usually provides a good balance between comfort and stability. Material: Look for durable, easy-to-clean materials that can handle frequent use. Portability: If you travel to a studio, a lightweight mat is much easier to carry. Maintenance: Cleaning your mat regularly helps extend its lifespan and keeps it hygienic. 

Hi Intercom Team,I’m writing to express my frustration regarding an ongoing issue that I first reported on April 11 and followed up on June 15. The issue involves IME (Input Method Editor) languages like Korean, Japanese, and Chinese, where pressing CTRL + ENTER to send a message causes the last character of the input to be duplicated and sent again.On April 11, Emily from your team responded with the following:"Hey again Eric! 👋This was actually recently tested and confirmed as a bug by our engineers so it has been added to our backlog to be fixed.For greater context, our product team prioritizes bugs based on the severity of the issue and how widespread of an experience it is with customers. To provide insight on expectations, issues like this may not be actioned for some weeks. This timeline is based on the team's current existing log of issues and upcoming feature releases which is subject to change.So what happens now?Now that your issue has been logged to be fixed, I will wrap u

When Fin replies or send a follow up for inactive customers, the outbound reply doesn't include the quoted thread below the message. Recipients only see the reply itself with no prior context.Is there a setting in Intercom to enable quoted/threaded replies so the previous email history is included in outbound replies the way traditional email clients handle it? If not, what's the recommended workaround for managing external partner email threads through Intercom without losing context for recipients?

We're trying to get Fin to behave differently depending on when the customer asks for a human. We've tested two separate guidance rules but it's not sticking. Anyone solved this?Here’s what we want to do:First message = "offer" escalationCustomer says "representative"? Fin should hit them with: “Would you like me to connect you with a human agent? Or if you tell me what you're looking for help with, I'd be happy to try assisting you first.”(Reason: Let Fin actually try to help before bouncing them out)Mid-conversation = "escalate immediately"Customer says "representative" after you've been chatting? Skip the offer—just connect them. No questions asked.(Reason: They're probably frustrated and have already interacted with Fin. Don't want to make them explain twice.) 

DescriptionOn Intercom iOS SDK 19.6.3, if a user opens a conversation and quickly swipes down twice (first to close chat → home, then immediately to dismiss messenger), the app freezes. The main screen is visible but unresponsive.Works fine: slow swipe, or tapping X.ReproIntercom.present() Open a conversation Fast swipe down (chat → home) Immediately swipe down again (home → dismiss)Expected: Messenger dismisses, app is interactive.Actual: App frozen. ICMWindow stays hidden: false, key: true. No IntercomWindowWillHide / DidHide notifications fire.LogsHealthy:WILL hide → DID hide → ICMWindow hidden: true, key: falseFrozen:(no WILL hide / DID hide)ICMWindow stuck: hidden: false, key: true, hasRoot: trueCauseConversation is pushed on ICMMessengerNavigationController, but dismissed via Intercom’s custom swipe-down pan. A second fast swipe-down starts the system sheet dismiss before the first transition finishes. Two overlapping interactive transitions wedge the window.We only call Intercom