Fin Product Area

I configured a tooltip to appear on all pages of the platform that are reports - that means, pages ending with “….../reports/”. I’ve already checked all the URL filters, placement, and audiences, and in Intercom’s internal test the icon appears. However, when set live it does not appear for any of our clients on our platform.Can someone help me out with this? Don’t know who to contact from Intercom.

What is the best way to feed FIN AI with Beamer feature requests?  foe example, lead comes in and asks for a feature that is under development.  Unless fin knows about the request, the answer will lead to a conversation.what I am trying to achieve is to streamline the conversation with additional context to increase engagement, conversion and retention.    

New Team to Intercom…. Team member does not wish to use a Passcode on iOS portable devices (iPhone and iPad)The error message when he attempts to log in using Google is: ‘UNABLE TO SIGN IN TO ACCOUNT Your administrator requires you to set a passcode on this device to access this account, Please set a passcode and try again’ So it appears that somewhere in Admin settings is something that can by pass this - can anyone help please?  

Hey everyone,I’ve been looking into ways to improve user onboarding and updates for a little side project of mine. It’s a desktop launcher bloxstrap and I’m curious if Intercom could be useful in this setup.Couple things I’m wondering:Is it possible to trigger onboarding/help messages inside a desktop app, or is Intercom mainly limited to web and mobile?Would using Intercom’s email campaigns be the better route for sharing updates / new release notes with users?Has anyone here tried hooking Intercom into a custom software download flow?I’m not sure if Intercom is flexible enough for this kind of product, but it seems like it could be a nice way to keep people engaged without building everything from scratch.Appreciate any tips or experiences!

Hi, I'm Ajay Hinduja. I was born in Punjab, India, but now I'm based in Geneva, Switzerland. I'm trying to figure out the best way to prevent an Intercom workflow from triggering more than once in the same conversation. I've heard about using tags and conditions, but I'm curious if anyone has other clever solutions or best practices they've found to work well. For example, have you used a specific trigger type that makes this easier, or maybe a unique combination of rules? Please share your suggestions!RegardsAjay Hinduja Geneva, Switzerland (Swiss) 

I'm setting a report filter by company tag. I've noticed when a conversation's primary contact (source.author) isn't connected to a company with that tag but another participant is, the conversation isn't populating on the report. How do I ensure this conversation or ticket will populate on the report for participating contacts with that company tag?

Hi , I am a junior Developer and I have sat up Intercom in my website which has multiple users with different groups or companies so to say, Right now the Integration inside my website is working as it should be, the users i got them from my backend and pass the infor useing tkoen to my Frontend and the audiences is working fine, so i get to know the user and everything from my own website without asking him to sign in, he already did in my app. right now if he clicked a link for Intercom help center which is open in helpcenter there is no way that he could see the article untill he logs in, "Unable to load this article, you may need to sign in first" with the button url.and the Login link which i should be doing is something like this , https://mycompany.login/{group}/the group part shoud be dynmaic and should be passed from my frontend, how to do it please if you could help.also after I login successfluy using my link I want to redirect to the same Intercomaticle  i suppose i could d

How can I remove the languages that are enabled for Fin? I have so many languages enabled, and I don’t want them enabled. But if I delete these messages, I can’t save those changes. 

Device: Nexus 5XOS Version: Android 13App Version: 2.0.19 (82)Date: August 22, 2025, 15:22:48 GMT+03:00Issue Description:Our Flutter application is experiencing a ForegroundServiceDidNotStartInTimeException on Android 13 devices when using both Firebase Messaging and Intercom. This error specifically occurs when the Firebase Messaging background service (FlutterFirebaseMessagingBackgroundService) is initiated.Android expects a foreground service to call Service.startForeground() within 5 seconds after Context.startForegroundService() is invoked. In our case, this timeout is occurring, leading to an application crash.Key Detail from Logs:Upon reviewing the crash logs, a significant detail observed is the activity on a thread named DefaultDispatcher-worker-3, which is related to the Intercom SDK. This thread shows operations involving okhttp3.Cache and io.intercom.android.sdk.AppIdentityInjector.initializeEvents. DefaultDispatcher-worker-3:       at okhttp3.internal.io.FileSystem.<cli

I have a light background colour as my header, however the text is white and illegible. How do I change the colour of this text?

Hi, I cannot connect to my admin account in Vietnam. My company is based in France. I have made a research and understand that I need to change the Javascript code into api_base: 'https://[your app ID].intercom-messenger.com' Could you please confirm to me if this is still working as a workaround? If yes, can you show me how to change the Javascript code with screenshots, it would be much easier from my side? Because after doing this, I still cannot load Intercom.If this solution is not working anymore, would it be possible to have another solution on this please? Thank you for your help!Kind regards,Phuong

I have a few questions regarding push notifications and ticketing: Does Intercom send push notifications for the following events: Ticket creation? Ticket response? Ticket status updates? Is it possible to send a push notification when a ticket has been processed? If so, what is the recommended approach to implement this?

Are there plans to add more to Article reporting?Specifically, I’d love to see the filter options from other reports on Intercom so I can easy have a breakdown of the views an article gets in different languages or be able to filter to see how many users from a specific customer are viewing an article. 

We’re loving Fin, but running into customer questions where Fin is answering using incorrect product articles. Is there a way for Fin to recognize a product tag on a conversation (or possibly a field from Salesforce?) and default to using knowledge from a particular product help center? I looked into using audiences as well, but there are a number of product combinations that customers can use and I don’t want to limit Fin to only using Product A knowledge when a customer may have Product A and Product B. The Content and Sources guidance section in beta only allows tagging individual articles, not a whole help center section. If I go that route, I have to tag 100+ articles per product...not ideal. Any suggestions would be helpful! 

I am experiencing an issue with the tracker ticket system in Intercom. I have a set number of tracker tickets that I use to organize my inbox, but occasionally, the system creates duplicate tickets for the same issue. This results in multiple (sometimes three) tracker tickets for a single conversation, which makes inbox management less efficient and can cause confusion. Do you know why this is happening?  Or how I can stop it?

Is there any roadmap for being able to add multiple email addresses to a contact?We integrate with Hubspot and we can merge profiles together in the console along with being able to have multiple email addresses for the same contact. The issue we are facing is that we have someone reach out to us who isn't authenticated and they enter their email address, it's different to the one they authenticate with and it creates a lead profile. Or the send us an email or they reply to an email in a thread from a different email address. It creates them as a lead.We can have some users with 4 different email addresses, but they're the same person representing different brands. We treat them as 1 user in our platform also.Intercom counts them as 4 people towards your contacts and also holds it for 90 days since the last contact which means we end up using more contacts than we really are. It would be handy if you can identify them in the console and hit a merge function, the same way Hu

Hi everyone!I’ve uploaded a glossary with 3 languages (default Traditional Chinese, plus English and Simplified Chinese).However, when I run workflow auto-translate, it only applies correctly to one term (in one workflow button).Here’s what I’ve tried so far: Re-uploaded the glossary Turned off all workflow auto-translate and turned it back on But the workflows still don’t translate according to the glossary.Has anyone experienced the same issue? Or any advice on how to get the workflow auto-translate to fully follow the glossary? 

Hi,We’re currently reviewing our platforms to ensure they meet the requirements of the European Accessibility Act (Directive (EU) 2019/882).For support services such as Intercom, the EAA requires that: Help desks, call centres, technical support, relay services, and training services provide information on the accessibility of the service. Services must be compatible with assistive technologies (e.g., screen readers, braille displays, voice input). Support and communication must be offered in accessible modes (not only voice but also text, relay, or other inclusive formats). Documentation and guidance should be provided in a clear, understandable, and perceivable format. This is meant to ensure that customers with disabilities can get support in a way they can actually use. For example: A deaf customer might need a text-based chat or relay service. A blind customer might need documentation in a format that works with screen readers. Training on how to use the service with ass

I'm curious to learn how some companies using Intercom keep track of conversation topics or common query themes without having to manually tag each conversation.We occasionally need to pull reports for customers to highlight common questions or trends, and I'm looking for ways to make this process more efficient.Would love to hear any best practices or tools you recommend!

Hi everyone. In my workflow, I am using a custom action, which tests in the test step of the action builder without errors: In the following result step of the action builder, I am (trying to) map the results as follows: In my workflow, I am calling the action like so, however, although the request goes through without errors the answer fields {{business_name}} and {{address_city}} are not shown in the answer: Clearly, I am doing something wrong mapping/linking/using the result, but I can’t figure out what. Could somebody kindly assist? Sunny greetings from Belgium! :) 

I added a “New Converstation” widget in Home but it is not visible to the visitorsOnly “search for help” widget is visible.“New Converstation” widget should be added under “search for help” widget.How can i fix this issue? 

I’m working on setting performance targets for FIN—does anyone have experience or data they could share around Resolution Rate or CX benchmarks?!--endfragment>!--startfragment>

We would like to request a new data point in the reports section for tickets: "Last Comment”. 

Hi all,How is your team’s CX Score performing?Our Fin has scored 86% over the last 30 days while resolving 69% of conversations (90.9% and 74.3% respectively when limited to the Chat channel only).

Hi,I created data connector to connect Intercom to Zendesk and tested it. It creates a Zendesk ticket at that testing phase. Then I created a workflow where I trigger the Zendesk data connector if the customer requests talking to a human and offer to add Name and Email. There are two paths: first path (A, when selected, tells the requester that a ticket was created and second path (B) in case the ticket creation has failed.In the preview, it shows that path A was selected and a ticket was created (without receiving concretely a ticket on Zendesk but this is fine since it is preview). When I make live test, it shows always path B i.e. connection to Zendesk has failed. There are no logs shown in the Intercom account. It is impossible to debug I contacted you since last Friday to get human assistance and I followed all the instructions then silent radio for 24 hours.  We are paying a lot of money for a service not working as announced and with no assistance. On our way to cancel subscript