Fin Product Area

I’m working on a PC gaming website where visitors often have questions about games, installation, system requirements, and troubleshooting.For those using Intercom, what’s the best way to organize these types of questions? Would you recommend using a Help Center with separate categories for game information, technical issues, and general FAQs, combined with automated replies for common questions?I’d also be interested in hearing how other websites use Intercom to reduce repetitive support requests while still providing a good experience for users.

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?

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!  

We need to implement a double approval process for FIN AI production releases.Before any deployment goes into production, a second level of validation and authorization should be required to ensure proper security and quality control. This will allow Team Leads to have visibility and governance over changes being released.Production deployments should never depend on a single person developing and pushing changes directly to production without an additional review and approval process.

I’m working on a gaming website called BaixarGame and want to make it easier for visitors to find useful information and get help when they need it.For a website with many game pages, what Intercom features would you recommend for improving the user experience? I’m particularly interested in using chat, automated answers, FAQs, and targeted messages without making the website feel overwhelming.What setup has worked well for other content-focused websites?

I’m having an issue with an Intercom workflow where automation does not consistently trigger when a new conversation is created.What I’m seeing:The workflow is enabled and the trigger conditions appear correct. Most new conversations enter the workflow normally. Occasionally, a conversation is created but the automation does not run. There is no obvious error shown for the affected conversations. Manually updating the conversation sometimes causes the workflow to trigger.I’ve already checked the workflow conditions and tested it with different conversations, but I haven’t found a consistent pattern. Has anyone experienced intermittent workflow triggers in Intercom, and is there a recommended way to troubleshoot why certain conversations are being skipped?

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!! 

I want to ask how people feel about the Support in that specific interaction, and how they feel about our product overall. I can’t add two CSATs with intercom because one overrides the next. Is there an App you recommend to get this feel? 

Hi everyone,We're exploring how to measure content readiness before syncing our website pages to Fin. We want to ensure our content is structured so Fin can parse it cleanly and pull accurate answers without losing context.We know about the optimization guidelines,Rather than testing AI search results after the fact, I want to focus on scoring the quality and structure of the content itself before it gets synced. A few areas I'm looking to refine: Structure & Noise Removal: Verifying that HTML clutter (navbars, footers, sidebars) is stripped so only clean body text is processed. Chunk Self-Containment: Testing whether standalone sections or paragraphs make sense on their own without missing key context or relying on surrounding text. If you've built any checks or used tools to score content readiness before pushing to Fin, I'd love to hear what's working for your team!

Hi All, I’m wondering if there’s a report we can generate to see how many unique users sent us messages?I want to compare adoption between 2022 and 2023. Your help putting this together would be appreciated. Thanks! Michael

Hi all,Whenever Fin escalates a conversation to our Customer Support team, it automatically sends its own handoff message to the customer (something like "A colleague from our support team will take a look..."). We can't find any setting to turn this off or customize the wording — it just fires every time an escalation happens.Has anyone found a way to disable this, or at least edit the copy? We'd like more control over what gets sent at the handoff point.Any pointers would be much appreciated — this is fairly urgent for us right now.Thanks in advance!

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?

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!

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

In the last few weeks, it appears Intercom’s behavior around handling copy/pasted email addresses have changed and I really don’t like it. I’m trying to quickly fill out an email template and want to replace a few PLACEHOLDERS with a plain text email address like test@example.com. But now the current behavior instead of replacing the text with email is just adding a mailto: link. So instead of “test@example.com” it becomes “PLACEHOLDER” .I don’t think there’s any universe where adding a mailto link to my intercom message would ever be desired. This is causing me about 2 extra keystrokes to deal with and in aggregate it’s quite annoying behavior and unwanted.

 I’m using `Intercom(“showArticle”, articleId)` to show article content inside the Intercom widget. Under certain circumstances, after calling `Intercom(‘showArticle’,  articleId)`, instead of seeing the expected article, I instead get a “broken” version of the home screen. In particular, The bottom navigation tabs are missing The help article links are inactive (clicking them does nothing) My best theory so far is that there’s a race condition in the widget between loading the home screen content and the article content. My evidence to support this theory isThe “broken” home state opens in the article frame (wide container, no navigation tabs) This state only (or exceedingly often) happens when calling `showArticle` before the messenger has been opened during the session. In that case, I believe `showArticle` is first loading/rendering the homescreen, increasing the likelihood of a race condition.  I can eliminate the bug by changing my article link onclick to `Intercom('show'); setTi

self‑only performance view in Workforce  (So an agent will only see their performance an not the whole team) - I believe this is in progress as per conversations with the Workforce team but just looking for an update.

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

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,It seems there is a limit on the URLs i can use to embed videos with. Looks you can only use Wistia, Brightcove, YouTube and couple of others.How do i go about adding another video urls that is not on your list? Does it require a whitelisting of the company used to run our video platform or is there some custom development that can be done to bypass this limitation to the product? 

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?  

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 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