Fin Product Area

HelloThere is bug in the integration,Sometimes tickets fail creating with Unauthorized error from jira It seems the intercom is using a wrong/expired header token while sending request to jira I attached here the screenshots  

I’m having an issue with the workflow in our ticket queue when closing a ticket. Normally when a ticket is closed the next ticket in the queue is automatically selected. For the last couple of days this has not been happening. For the most part it is reverting to the most recent ticket received in the queue, but sometimes it jumps to a random ticket somewehere else in the queue. I seem to be the only member of our team experiencing this so I think I have inadvertantly changed a setting somewhere but cannot find anything about this in the Settings or the Help section.

Hello guys, please i need help I would like to integrate some workflows where if an agent identifies a new customer and inputs their contact details as a lead, an automated email is sent to the customer and then 3days later, a follow-up mail is sent as well. I have checked the internal workflow, but i cant find something of such.I also want to create workflows on escalated tickets from intercom and its sent to slack channel directly for bug reports, Automating first response time and resolution time. 

Hey friends! 👋I’m trying to set up an automated workflow that follows up when Fin receives a negative CSAT, but I don’t want it to trigger for any conversations handled by my human teammates. Just Fin.Ideally, I’d like to automatically send a follow-up message to the user after they leave a low rating for Fin using native Intercom tools if possible. But I’m also open to creative solutions using external integrations (like Zapier, Make, etc.) if that’s what it takes.The “When a conversation receives a CX Score rating” trigger does not work for this at all, and according to Intercom’s support articles, the “If teammate changes the conversation state” trigger does not apply to Fin closing the conversation. Has anyone set this up successfully, or found a clever workaround? Any advice, best practices, or snippets you can share would be so appreciated! 💖

Hi Intercom CommunityI’m running into a couple of frustrating issues with our WhatsApp channel, and I’m hoping someone here might have experienced the same and found a fix. Fin interrupting teammate conversations: When a conversation is handed over to a teammate, everything starts fine - the teammate replies, but as soon as the customer responds again, Fin jumps back in and interrupts. This keeps happening every time the customer sends another message, resulting in the teammate constantly competing with Fin to manage the conversation. It makes handling more complex queries quite chaotic. Conversations closing prematurely: When a conversation is passed to a human, if the customer replies with something simple like “thank you”, Fin interprets it as a positive resolution and automatically closes the conversation — which means the teammate misses it entirely. For context, our “Let Fin Answer” settings are identical to those on our Chat and Email channels, where these issues don’t occur.I

Hi! I notice that when the state of a Tracker ticket is updated via custom workflow, any linked Customer tickets’ states are not also updated. In the Intercom UI, when a Tracker ticket state is changed, one receives the option to update the state of Customer tickets as well:Is there any way via custom workflows to have the same behavior? 

Whenever I select text from a ticket comment, no matter how I copy (ctrl+c or right click), the entire message gets copied instead of the selected text.Anyone else experience this and have a solution?

I would like to be able to see only “new” messages from clients like a filter “read” and “unread”. Is it possible ? Thank you!

My team and I are working on creating a workflow where users/leads can send us emails that convert to tickets and then once we mark those tickets as Resolved, any replies back from the customer on that email thread create a new ticket. Any thoughts on how to accomplish this?

I’m curious if anyone else who used the intercom as a phone system has experienced this issue, but in my case, when I call the phone number for my Intercom account, the sound on the phone before the call is picked up by the IVR or Workflow is very strange. It’s not a normal ring. I don't see anyone else reporting this issue, so I’m not sure if maybe it would be different after I port my toll-free number or not. Is anyone familiar with what I am referring to? Is there a fix for this? 

СontextWe run customer support in Slack via a dedicated shared channel per account, where both our team and the customer’s team participate. Requests can be posted by multiple people on the customer side (not just a single contact). Intercom creates a new Inbox conversation when someone posts in that Slack channel, and replies from Intercom are sent back to the same Slack thread.ProblemThe Intercom conversation does not display the Slack channel name, only the sender name. Because multiple customer stakeholders can post, we rely on the channel’s naming convention (e.g., #cust_acme_l2) to retain context (account, tier, escalation level). Without the channel name, triage, prioritization, and routing slow down.Solution requestDisplay the Slack channel name in the Intercom Inbox conversation (e.g., in the header or metadata), ideally with a link to open the original Slack thread.

There seems to be a bug specifically with Chrome in workflows. I cannot select a path (line arrow) and press delete. It won’t delete. This does work correctly in Firefox.

We are building a substantial knowledge base collection of articles in intercom.  However, many terms are repeated in the article, and when one searches for such a term, only 10 articles are displayed.  How do we get a list of all the articles, even if we need to scroll through several pages?

The Inbox list can be sorted (in ascending or descending order) by some colums but not others (e.g. Company, Ticket Type, Team). I was wondering whether there’s a reasoning behind such discrepancy. Additionally, I’m unable to change the position of the User column, which always sits at the left-most position on the list, despite being of little interest to us, while I can freely reorder any other column.

I want to use the REST API to update a contact's language_override, but it seems that it’s not working. Can I update a contact’s language_override using the API: PUT https://api.intercom.io/contacts/:contactId? 

Hi Intercom Community,We are a returning customer (we was using Intercom for many years until end of 2024 with US data hosting) and want to come back but with EU hosting to make it complaint. I’m hoping to get some help moving the process forward as we seem to be stuck.Our goal is simple: we want to pay for and activate the Intercom Advanced plan with EU data residency. Another words: 😅 To make it as easy as possible, here are all the details: Plan: We need 3 seats on the Advanced plan. Hosting: Data residency in the European Union is a mandatory requirement for us. Commitment: We are ready to pay immediately. We understand an annual commitment is required, and that's perfectly fine. We can even pay for 2 years upfront if it helps accelerate the activation. Context: We were long-time Intercom users who churned in late 2024. We've decided to come back and are fully aware of the product and its capabilities (including the limitations of the EU hosting add-ons). Urgency: We are f

i was trying to create an account but after signing up i got this 403 Forbidden: Workspace Suspended

Hi everyone,My team and I have been developing our first conversational workflow in Intercom. In this initial phase, we are focusing on a basic workflow to support our customers on digital channels, specifically WhatsApp, without using Fin or more advanced features yet.We designed this workflow with the first step being to request the customer's document ID (CPF here in Brazil). To validate the customer's CPF, we created a data connector that checks against our database using specific customer attributes. (Please refer to Image 2 showing the workflow setup for CPF validation.)We've encountered a couple of issues: Unexpected Messages: Some messages are being displayed to the customer that are not part of our defined workflow. (See Image 2 for an example of these unexpected messages.) Variable Display on Invalid CPF: When the customer's CPF is incorrect or does not exist in our database, the flow returns a message that incorrectly displays a variable to the customer instead of a pre-de

When I try to select the color picker, it doesn’t appear. It was working since a week or two ago. Also, sometimes the column doesn’t adjust properly after I delete one. In this example, it should adjust to be the whole page wide. 

My teammates reported an issue with a Fin response that stemmed from a Guidance prompt that was never enabled. I spent lots of time testing our active prompts before opening the prompt that isn’t enabled. That prompt is where Fin was pulling from; I had to delete the prompt entirely so Fin wouldn’t use it. How can I ensure that draft prompts are not being used in the background? 

When we get new customers, a user profile is created with their email address and phone number included. However, it does not identify the existing profile whenever they finally use the messenger. We have enabled the workflow to search by email address, but it’s creating a new lead profile for each conversation. How can we stop the creation of duplicate profiles going forward?How can we force merge the existing duplicate profiles so their conversation history isn’t lost?

We utilize Fin as the first line of defense in supporting our software. I’d like to explore having Fin handle chats related to known bugs/issues. Right now, a user will message saying “I’m experiencing XYZ issue” and Fin will go through the normal troubleshooting steps. Ultimately these chats often get routed to a human agent who then lets the user know we are aware of the issue and working on a resolution. Users are often annoyed that they had to go through the process of explaining the issue to Fin just to find out we knew there was an issue. Sometimes these issues only impact a small subject of our user base so we don’t want to widely exclaim that there is an issue. Thoughts/Questions:Best way to implement something like this - I’m curious if we can utilize the Content and Sources (beta) section under Guidance? Best way to track these conversations - we track these reports so we can reach back out to the user once the issue is resolved. Ideally, these conversations would be assigned

Hey Team! I am wondering if there is any way how I can do some auto-notification when SLA is breached? 

We have recently moved from a different ticketing system to Intercom.One of the features we miss the most of the old system is notifications on conversations that are ABOUT TO breach their SLA. This would serve as a reminder for any conversation that was in the queue and give us a chance to respond before it was officially out of compliance.As another submission posted, we bounce between applications all day long and it’s easy to miss a conversation on the verge of breaching SLA.

Our product uses NextJS 13.4.9 and we are trying to integrate intercom messenger. In our _app.js we are using the useEffect below to check if the user is logged in or not (guest). What’s happening is that when he is a guest everything works well. When he logs in and opens the launcher for the first time it shows the message “Something’s gone wrong”. After a refresh everything works. We have seen other related topics and they don’t work in our case. We have also used shutdown in login/logout and nothing works. Something worth mentioning is that after the login when the user clicks the launcher the Intercom’s localStorage is cleared and the intercom-session-[id] cookie as well. After a refresh all works well. Now we don’t know if this is the cause. import { Intercom, shutdown } from '@intercom/messenger-js-sdk'; useEffect(() => {  if (process.env.hasIntercomMessenger && process.env.intercomMessengerAppId) {    if (user?.customerServiceIntegratorId) {      // for logged in user