Fin Product Area

Hello,My name is Mukesh karkey , I'm trying to integrate Intercom with my application to receive real-time updates for events like new messages or conversation assignments. How can I set up Intercom webhooks, what event types should I listen for, and how can I handle and process the webhook payloads on my server? Any example code or best practices would be greatly appreciated!

Mukesh Karkey here, I'm looking for advice on how to create highly targeted messages and in-app tours for specific user groups. I understand Intercom's segmentation capabilities, but I want to know about real-world use cases and best practices. Thanks,Karkey

Is there a way to train or edit customer sentiment within CX Scores assigned to a conversation? For example, I reviewed a low CX Score conversation and it was determined the customer was frustrated, but that was not the case when reading the customer's response. Any tips to reduce the number of low customer sentiment scores? 

Hi Folks - I work for a small software company and we’ve been using FIN for a year or so.  Its been doing really well and I am looking for different ways to improve its reach.One item I am curious to hear from this community about is defect management.  If a user is chatting FIN about a bug, what are your underlying training processes for the bot to handle this?  At the moment, our bot points towards a human agent but I would like to find ways to automate this.

The chats do not get assigned even after replying to the chat.

One of the report metrics is to look at time spent on a ticket, and currently the available units are hours, days, years, but I really need the option of minutes. Can this be added or enabled?

Hello all, we have a number of use-cases where we need to engage with 3rd parties for “shared customers” in a form of “ticket sharing”.Current practice is to use a side-conversation and trigger an email (which is likely a conversation part) to that 3rd party, and then responses from that 3rd party link back to the side conversation.Whilst the above sort of works, it is not the most intuitive experience as it is not obvious that there has been a response (you have to open each ticket, navigate to side conversation, see a traffic light indicating a new email).The bigger challenge is this does not consistently work (it does with Zendesk as it was levelling feature to match what they do), but does not for SPRINKLR and Service Cloud where the responses to side conversations create a whole new disconnected conversation, resulting in additional handling and bringing together of conversations.Has anyone done much work on how to connect 3rd party systems and “share tickets”? Is side conversatio

Hey guys!I did setup a flow called “Convert trial users into paying customers” it looks fine but I want to have the following: See my welcome message & preview buttons on the bottom right corner right away before people click on the chat window itself to open it, How to do this? When i open a chat, i’m in an empty conversation, i need to click “Back” and open the conversation with AI agent to make it work. How do i make it chat with AI agent right away? Can i sync Intercom with HubSpot to send automated emails & submit forms?

Hi Intercom team,We’re experiencing a React crash that appears to originate inside the Intercom Messenger widget. The error is: Error: Minified React error #185Stack trace points into this script:at Messenger.componentDidUpdate (https://js.intercomcdn.com/app-modern.4b8f9f21.js)at https://js.intercomcdn.com/vendor-modern.50137b6e.jsCould you confirm if this is a known issue?Thanks, Markus

I have several translated articles ready. How can I upload all of them in bulk instead of creating them individually?

In Word when you create an ordered list you get...first bulletsecond bulletsub-bulletIt looks like even the forums have this functionality! Does this exists when writing an article in the help center? I can't seem to find it.

After communication with our provider, this was their answer: I see that the DNS-records help.emvo-medicines.eu aren't referring to the servers of Combell, but are referring to the servers of Amazon.You should download the certificate and install it on the servers of the web hosting of help.emvo-medicines.eu. So what steps must i do in order to have the help.emvo-medicines.eu HTTPS certified?

Some co-workers who don't regularly check Intercom need Slack notifications when a certain number of conversations are linked to a tracker ticket.I’ve considered a few options. The first is a workflow that checks the number of "customer reports" repeatedly, but there isn't a "wait" option in a ticket workflow, only snooze, which I want to avoid.The second option is sending a webhook to a third-party service to check linked conversations via an API call, but this would involve too many calls.Another option is creating a view that filters for customer reports above a certain number, but that doesn’t help since those needing alerts aren’t always on Intercom. Is there a better solution?

Hi,I would like to know if there is a way to have each new conversation in my team's Intercom inbox to be forwarded to an external email address.Thanks

Hi! I'm using Intercom Android SDK 15.15.0 and i caught a crash. The crash happens if you go from the home screen to an empty chat screen -> start a new chat -> send any message -> quickly go back to the home screen -> and press the "Send message" button before the home screen has updated. This sequence of actions leads to a crash with the following logs: java.lang.IllegalStateException: The specified child already has a parent. You must call removeView() on the child's parent first. at android.view.ViewGroup.addViewInner(ViewGroup.java:5601) at android.view.ViewGroup.addView(ViewGroup.java:5387) at android.view.ViewGroup.addView(ViewGroup.java:5327) at android.view.ViewGroup.addView(ViewGroup.java:5299) at androidx.compose.ui.viewinterop.AndroidViewHolder.<init>(AndroidViewHolder.android.kt:99) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.android.kt:332) at androidx.compose.ui.viewinterop.ViewFactoryHolder.<init>(AndroidView.and

Friends, are there any Paid Consultations around Fin optimization? I’m wanting someone to hop on a call with me so that I can check my logic. I pulled ticket information via the MCP into claude and did some ticket analysis. We’ve learned what our top support gaps are and we created documentation with SME’s to fill those gaps especially on the troubleshooting side. The rub is that I don’t know how to effectively attribute the benefit of the document(s) that we created - to the potential improvement of Fin Resolution rate (nor by how much).  Also, separate thought - is there a way to review edits that were updated through the suggestions in Train? Sorry for the vomit, I just want the effort we put it to count! :)

I’m trying to implement a newsletter signup. User enters their email and if they want to be on the marketing list or the build announcments list.  The way I have this setup in sendgrid is via a custom field request should be something like: {   “email”: “john.doe@appleseed.com”,   “list”: “marketing”}Right now I can easily collect boolean values for if the user wants marketing or build announcments but I can’t see a way to transform that into the correct string to insert in the body. Thanks!

I’d love to know if we can backdate news items. We’re going to migrate a bunch of news articles over from Pendo. Will they all look like they shipped on the same day, or can we make it look like they came out when they came out?

Hello! Our company just rolled out the Tickets Portal to a few of our companies. For context, we’re a bespoke website CMS development company, and our select partners use our software to build marketing websites for their clients. 👩🏻‍💻Our partners have the option to submit feature requests, and they’d like to share whether those requests are priorities for their team. Ideally, they’d like to see which tickets are a priority at a glance within the Tickets Portal.However, since we can’t control the columns in the portal, we don’t have an easy way of doing that. Has anyone received a similar request from their users, and if so, have you found creative solutions to help them? Thank you in advance! 🎉

My company is developing its own conversational AI feature. Our tool will be trained on the data that our users have in our product and help them answer questions about it or do analysis on it.We are now working on how we will have two chat tools co-exist in our product. Aside from making it clear to users which tool to use for which type of question, we’re working on a real estate problem. We can use the available launcher location setting to move the launcher to the left, to make room for our first party tool on the right. Though because the information density in our product is loaded to the left, we would rather have the launcher be pinned to the left edge of our chat tool. So two chat tools lined up next to each other on the right. It is not clear from the documentation about the custom launcher that we can accomplish this. https://www.intercom.com/help/en/articles/2894-create-a-custom-launcherDoes anyone have experience creating a custom launcher that could lend any advice about

Hello guys,I’m facing a strange behavior. I think it’s an issue but I would like to explain it so you can confirm it.  Configuration:Workflow Ticket Trigger : “If teammate changes the state of a ticket”From the API, I’m changing the ticket state. I have a workflow where one ticket state leads to a Reply step. If no answer is given from the customer, not any other possible path is used when trigger is made. Ticket state is changed but trigger is not done. Here is an example. When ticket state is changed “waiting_for_check_in2” message “Reminder check-in 2 (30min)” should be sent. It’s not.  It really sounds like a bug to me. It’s not written anywhere (at my knowledge) that “Reply” step is blocking any new trigger. What do you think?

Hello everyone!  Had been a little confused while creating articles and collections for my students.  We've got 2 collections like "Methodology helper" and "Assessments", where I want to put the same articles about the process and meaning of assessments. But as I see it, Intercom doesn't allow adding one article to more than one section. And the possible solution of creating two of the same articles just to put them in different collections looks kind of strange to me, as we can't get the right statistics of the use of this material. Does anyone know any ways to fix it? Thank you in advance!

When we link a back-office ticket to an open conversation that we are working on, it does not automatically assign that ticket to the user who created it and is in charge of completion. This often leads to the ticket being left “unassigned” which poses a lot of issues and then manual clean up for our team. It would be ideal for the back-office ticket to auto-assign the user who created it to avoid it becoming unassigned and then us having to clean up the unassigned folder often.

When I create a new conversation to my client via Whatsapp in Intercom (logged in as myself), the default sender always loads as one of my colleagues so I have to change it every time. Is there any way to change the default sender to my own profile? 

When a client shares more that 1 topic per conversation, it would be useful to split the conversation into different issues to close them 1 by 1.