Fin Product Area

The same way I can switch from Email/Message to Note, I would like the ability to go from a messenger message to sending the customer an email that doesn't go through the messenger and also isn't a separate conversation. This would allow us to send sensitive information via email rather than the messenger as a follow up to a conversation that was started in the messenger. 

I understand that I can change article access to only Users. This is great, but users can’t view the articles unless they search for the article via the messenger in-app. I’d like to be able to keep our knowledge base private, but be able to send a link to a user. Am i misunderstanding how this works? If not, is it possible to add a SAML app or something to authenticate users via Google Workspace?Thanks!

Is there an easy way to duplicate/move a workflow between workspaces (test <->prod)?

My customer has changed their email address but I can’t seem to update it in my Intercom platform. How do I do this?

Hello! We frequently use conversations assigned as a daily/monthly metric for reporting purposes. When we remove a teammate and reassign conversations to another Teammate (usually myself), all those conversations appear in the daily reporting. To resolve this, I have to filter myself out of the reporting. This has a significant impact on a lot of our reports that are filtered by teammate and conversations assigned. Is there a way to remove a teammate from Intercom without having conversations reassigned appearing in the reporting? 

We have separate articles for our website and our mobile app. Each mobile app article includes "mobile app" in the title. We want Fin to select the appropriate article based on the channel from which the customer is reaching out—whether it's iOS/ Android, or Web Messenger.We have attempted to use guidance, but it hasn't been effective. Additionally, we tried implementing audiences based on the "current channel" filter, but when testing on our website, Fin only utilizes the web articles if they are open to everyone and not restricted by an audience.Is anyone else using Fin with different articles based on the channel? If so, how did you overcome this challenge? I would appreciate any suggestions.

Hello,I have set up Intercom on my main domain (e.g. https://www.example.com) and I’ve also set it up on my sub domain (e.g. https://sub.example.com). These are two completely separate applications that use the same Intercom workspace for customer support (because they are related to each other in some way). A user can create an account on either one of these two subdomains, however these accounts are not “shared”, in the sense that if an account on www.example.com has the same email address with an account on sub.example.com, these accounts have nothing in common; they are stored in different databases and are treated as completely separate entities, which makes sense considering that they are used in different applications.Here is my issue: On www.example.com and sub.example.com Intercom stores some cookies that I presume are used in the identification of the user. These cookies however have ‘.example.com’ as their domain. The consequences of this are that if a user logs in to their 

I’m running into a frustrating issue with Intercom’s rule-based email sending, and I’m hoping someone here can help.I’ve set up a rule to trigger an email when a user signs up and the date condition is “if it’s on the date”. My intent is to send the email only to users who sign up today (or optionally, 1 day before today).However, even with this condition in place, the audience preview is showing my entire user base — including people who signed up months ago. I’ve tried adjusting the timing logic to things like “2 or 3 days before the date,” but the result is the same: the rule still includes everyone.Screenshots of my rule configuration are attached for reference.Can anyone point out what I might be doing wrong? Is there a specific way to restrict the audience so that only new signups from today (or the last 24 hours) are targeted?Thanks in advance for any help! p.s. i’m sending over sign up times from my internal database over to intercom in realtime so the data contained within int

For training purposes, we would like to export macros into a sheet or a CSV so that new teammates can use a Ctrl-F to find keywords. This would help them find keyword, not just in the macro title, but also the body text , and get up to speed quicker on our common replies. I'm wondering if we'd need to manually create a spreadsheet or if there is a faster way to pull this info from Intercom!

Hi! We need to export, or be able to report on, conversation messages (the actual message text). We’ve read the documentation regarding API or Amazon S3 but we’re wondering – is there any 3rd party app that you’d recommend using? Maybe someone that is already using a 3rd party app for it can give us some advice. Thanks in advance!

I want to embed a video link so that the video starts at a particular time (half way through the video). The video is published on Vimeo, but when I try and add a timestamp to the embed code (e.g. #t=1m53s), Intercom strips it out. Is this not supported?

Please, I need my workspace to be lifted soon. After signing up for the first time and my workspace got suspended without going against and rules. How do I reach out to the support team to help me out?? Below is the attached error message.   

I have not been able to move between different URL pages to easily build a Product Tour. 

Is there a way to automatically send a Slack notification whenever a new lead is captured in Intercom? (read more) I’d like my team to receive real-time alerts in a designated Slack channel whenever someone submits a form or starts a new conversation. Are there any built-in integrations or best-practice workflows to set this up?

Hi everyone,I noticed that Fin now displays article references as small numbers at the end of a sentence, which customers have to hover over and click to access the linked help center article. Our team really doesn’t like this change. We want to make sure customers can easily see and select the full help center article that answers their question.Is there a way to turn this feature off so that the full article title appears as a clickable hyperlink in the conversation, or so the source is clearly listed at the bottom of the chat like it was previously?Most of our customers access Fin through mobile and are Gen X and Boomers, so we’re concerned they won’t realize they need to click the small reference number to get the information they need.Any help would be greatly appreciated!

Hi Intercom Community,I’m exploring how to integrate Fin AI Agent into custom workflows for a small business to automate customer support. Any tips for setting this up efficiently?Details:Setup: Small business owner, using Intercom’s Inbox and Fin AI Agent on a WordPress site (2025). Handling ~100 customer queries weekly. Context: Following Intercom’s Fin setup guide, I’ve enabled Fin to answer FAQs, but want to tailor it for custom workflows (e.g., escalating complex queries to team, triggering follow-ups). Steps Tried: Configured Fin to pull from help center articles. Set up basic rules to route unresolved queries to the Inbox. Tested custom attributes for user segmentation, but struggling with seamless workflow integration. Goal: Automate 50% of queries with Fin while ensuring smooth handoffs to human agents for complex issues.Questions:What strategies do you use to integrate Fin with custom workflows? How do you configure rules or attributes to balance automation and human suppo

Any thoughts, advice appreciated!Using Intercom for our Help Center and wondering what is the best format structure in terms of AI and LLM’s. We currently start each article with a “summary” and “why its helpful” in a callout box but am thinking this style, particularly the colourful callout box does not add a lot of value to humans or AI responses and it looks a little messy. Are H1, 2, 3 headers better than callout boxes?  When would you use callout boxes? Thanks ! 

We use Intercom as a support tool for general enquires and customer support, but there is also a ticket system in place. We played around with handover in the most popular location where Messenger is installed and noticed that having text composer enabled significantly increases the conversation volume, but also stretches our resources. On the other hand, customers tend to abandon conversations more likely if they have to press a few buttons in the Custom bot before being connected with us. Customers also tend to abandon the conversations fairly quickly (within 5-10 minutes) if there is no first reply from the agent, and as chat question is not always detailed enough and we prefer to handle chats "here and now", using suggestions from this article is not the best option for us. Other chat solutions offer a more informative live support queue system: In some examples, I noticed customers are not connected to the agent, but the chatbot notifies there are X conversations before

I’m running into a roadblock trying to automate the reopening of Intercom tickets based on Jira issue status changes, and I’m hoping for some guidance or creative solutions!Here’s my ideal flow: An Intercom ticket creates a Jira ticket in status “TODO.” The Intercom ticket is set to CLOSED and marked with the state “backlog.” When the Jira ticket’s status changes to DONE, the Jira for Tickets app adds a note back on the corresponding Intercom ticket. I want the Intercom ticket to automatically reopen at this stage. What I’ve tried: Automation Trigger: “When teammate adds a note” This SEEMS promising, but Jira’s integration writes the note as “FIN” (not classified as a teammate), so this rule doesn’t trigger as needed. Automation Trigger: “Jira issue status is updated” (external event) While this trigger detects the status change, it doesn’t allow me to execute my data connector (called “re-open ticket”) to reopen the ticket. It seems the automation does not permit calling

When receiving a message in Intercom and then a Slack notification, half the time we will see “[Customer] started a new conversation” then block quote the body of the textThen the other half of the time we just get“Received participant added notification”Support wasn’t really helpful and said it’s been backlogged, but I see there is a post from over a year ago asking about this. No interest in Zapier, as when the notifications are working, it is as desired.

When you sync documentation from Confluence to Intercom, it only grabs pages in the main folder but not pages from the subfolders. To keep documentation organised, it would be great if you can sync also documents stored in subfolders.

Hello All,I’m excited to become a member of this fantastic community! I’m Darshan Hiranandani. I’m also deeply interested in technology and gaming, and I’m keen to explore how these areas overlap.Technology’s potential to create positive impact is incredibly motivating to me. I’m committed to staying up-to-date with the latest trends and advancements and look forward to working with others to develop innovative solutions.I’m eager to engage in insightful discussions, exchange ideas, and contribute to the community’s growth. Let’s work together to shape a brighter future with our collective expertise and enthusiasm.Thank you for the warm reception! I’m looking forward to starting this exciting journey with all of you.Best Regards,Darshan Hiranandani

Hi! I’m builfing out a 100-article or so help center, and I’d love to add crosslinking as I stage the articles. The only issue is that I don’t know what the URLs will ultimately be -- either the stem URL or what ID number Intercom will add to the end of the URL.Maybe I just answered my own question, but is there a way to know what the URL will be before publishing -- and to pre-empt any potential changes on my end, can I use relative URLs? 

HiThe different notification sounds inbox is not hearable when using Intercom in a area when there is noise around chat agents. You need to add some real/longer alarm sounds, that also can be configured to repeat after x sec, if incoming chat not answered. 

We have two methods of intercom support ticket creation: emailing support@, and an in-app submission form using the intercom api.We want an identical confirmation email to be sent for both methods. Email is easy - workflow to assign incoming email to team and send the confirmation message. Our issue comes when we try to create a workflow to send the message for tickets created via API. Intercom support Fin recommended a "when a ticket is created" workflow + send message. We see the message in the API-created ticket within Intercom, but users are not receiving it via email (they only get the status update email). We have both conversation updates and status updates on in email settings, but we'd rather not have ticket status updates and instead control our own, branded response.Can you impart any guidance, here? Thanks in advance!