Fin Product Area

I am reaching out with a query regarding the Slack and Intercom integration for Studio. We have encountered a case wherein, when a user completes a survey multiple times, the response is sent to Slack only once, despite the survey data being available in Intercom.This behaviour appears to be due to the webhook setting, where we have selected the option Enter once, first time the person matches the rules.It seems this may currently be a limitation that survey results can be sent to Slack only once per user per day. I would appreciate hearing your thoughts on this matter.

I’m trying to build a product tour for an aplication that requires the user to upload a PDF fileIn order for the user to upload this file, they need to prees a button called “Create contract”This button opens a modal with a file input and, after the user has uploaded the file, new text fields pop upI’m havind an issue where I can’t click anything on Intercom toolbar while this File upload modal is upI tried custom selecting the input css but Intercom wasn’t able to recognize itI’ve read some documentation but I don’t know if this is Focus Trapping or something similarIs there a way to solve this? 

We've integrated Intercom Messenger into our web application, using JWTs for authenticated users.The backend flow is designed to find or create an Intercom contact for each user. If a contact doesn't exist, it's created with:{  "user_id": "intercomContactId",  "name": "our_user_email",  "email": "our_user_email",  "external_id": "userId_in_our_system"}This data is then included in the JWT sent to the frontend. The problem is that after several frontend reloads, Intercom creates multiple new contacts with the same user information. 

We’re using the latest intercom_flutter SDK in our Flutter app, along with FCM integration.When sending a Mobile Push notification via Intercom, tapping the notification causes the app to restart — showing the splash screen — instead of directly opening the app.This happens consistently across Android devices.We haven’t implemented any custom push handling and rely on Intercom’s default behavior.Is there a recommended setup to avoid the app restart? (e.g. launchMode, intent flags, or custom notification handling?)Thanks in advance!

Hello, My Name is Prakash Hinduja (Hinduja Family Switzerland) Can I configure my system (where articles are hosted) to only allow users who authenticate via specific external identity providers (like Google, Okta, Azure AD, etc.) to view certain articles, while restricting access for others?"This is not just about general user logins; it's specifically about how a user logs in. You're asking for a mechanism to differentiate access rights based on the authentication method or the specific identity provider (IdP) used. Hinduja Family Swiss

Hello!  I have put in a lot of work the last couple months to optimize our Intercom Workspace as well as Fin AI. We are seeing great results with our AI optimization (15% increase in resolution rates and a 21% decrease un unaswered questions!). I typically monitor the unassigned inbox to identify conversations that did not get routed through a workflow and then I add logic/configurations to ensure it doesn’t happen again. Everything is flowing as it should, except we continue to get spam/marketing emails to unassigned very consistently. Typically these are not assigned to a team and I just close them out. My question is, how do others handle these types of emails or conversations? Is there a way to do this with Fin but not use our resolutions? I want to maximize our teammate efficiency so I don’t want them to route to a team inbox where they spend time simply closing the conversations.  Any insight or recommendations are appreciated!

I’ve built a data connector to a 3rd party provider via their API. I’ve created workflows that trigger on ticket type creation and I want to pass data from the ticket into the data connector. The List attribute in the ticket definitions exposes meaningful text for the agent, but the API requires a numeric value (in this case it’s a priority, where we want to present Urgent | High | Medium | Low, but the API expects 1 - 4).I’ve chatted with Intercom Support and they’ve said this isn’t possible at the moment, so leaving it here as a feature request.

Hi Team, I am Prakash Hinduja from Geneva, Switzerland, I am consultant and advisor of crypto, renewable energy and gold investment. I'm currently looking into integrating Intercom with our CRM system. I came across the standard integration guide in Intercom’s help center, but I’d really appreciate hearing from anyone who has already done this. Any tips, challenges, or best practices you can share would be super helpful. RegardsPrakash Hinduja Switzerland  

Hi there, I'm looking for example workflows pulling help article content via API and then reimporting them back to intercom.I'm a bit stuck at the moment as I try and pull articles using the Articles API, make edits, and push them back, but the formatting gets completely destroyed in the process.Specifically:When I pull an article using GET /articles/{id}, the HTML looks properly formatted with Intercom's wrapper divs and spacingWhen I push the exact same content back using PUT /articles/{id}, Intercom's API automatically modifies the HTML and removes empty <p class="no-margin"></p> elementsThis breaks the visual spacing and layout that was working beforeExample of what happens:Before API call: <p>Content</p><p class="no-margin"></p><p>More content</p> (proper spacing)After API call: <p>Content</p><p>More content</p> (no spacing, content runs together)Has anyone successfully implemented a workflow for editing artic

Can I automate the download of the calculated metrics per conversation file to S3, as shown in the Report Creation section? Just to clarify, I’m referring specifically to the metrics data displayed on the report dashboard—for phone calls, emails, and chats—not the raw conversation data. I’ve already reviewed the document about exporting raw data to S3.

I’m wanting to set up different brands so when a client emails a specific email, it assigns to that brand, and it’s that email that is the default email. My issue is, I’m wanting to set role or individual restrictions on who can reply to certain brands. Im not find any help articles or post about this. Is this possible? 

Hi, I had a quick query but can see any answer or similar query. I want my custom answers used only. It seems I may need to activate FIN Ai which is fine, but I dont really need it to resolve my customers queries for me, I would like to know if there is a way to prevent Fin from resolving conversations? 

Hi, When i export intercom conversation data to s3, it is missing the channel data, but the Channel data is missing but the Intercom docs says this should be included (see Available data points - https://www.intercom.com/help/en/articles/2046229-export-your-conversations-data). Please advise. Thanks

It appears that the only opportunities for aggregation are Average, Median, Minimum, and Maximum but I want a Sum of all the time spent handling tickets for the last three months. How can I aggregate by Sum instead? How can I either remove the aggregation options so I can see a total sum, or get a full list of all the conversations and all of their handling time so I can sum it myself? Thanks!

Is there a way, perhaps using CSS, to hide the three-dots menu button for downloading the transcript?Thanks you

Hey we have been facing some crashes with the latest android sdk which is 16.1.0Here is the full crash logjava.lang.IllegalArgumentException: Missing keys: [timestamp] in '{teammate} flyttet saken til {status} {timestamp}' at io.intercom.android.sdk.utilities.Phrase.format(Phrase.java:0) at io.intercom.android.sdk.utilities.Phrase.format(Phrase.java:189) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.TicketInAppNotificationContent(InAppNotificationCard.kt:180) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt.InAppNotificationCard(InAppNotificationCard.kt:124) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt$addInappNotificationCardToView$1$1$1.invoke(InAppNotificationCard.kt:75) at io.intercom.android.sdk.m5.notification.InAppNotificationCardKt$addInappNotificationCardToView$1$1$1.invoke(InAppNotificationCard.kt:74) at androidx.compose.runtime.internal.ComposableLambdaImpl.invoke(ComposableLambda.kt:0) at a

Hi, I have intercom set up on our website through GTM. The messenger is in the bottom and you can interact with it. I have banners working. But… when I go to set up a Beacon (tool tip) or a Post it won’t show up on the page. Any ideas? thanks

Hi All,We’re testing Intercom’s Side Conversations feature on the Advanced plan and ran into a situation we didn’t expect.Here’s what happened: Agent 1 was actively chatting with a client in a conversation. Agent 1 started a side conversation (via email) with Agent 2 to ask for internal help. Agent 2 received the email and replied via their inbox (outside of Intercom). That reply appeared inside the original Intercom conversation (expected) AND was visible to the client (unexpected). A few hours later, the client could no longer see that reply (it seemed to disappear). We were under the impression that replies to Side Conversations via email are kept private and not shared with the customer, so we’re wondering: Is this expected behavior? Was something misconfigured in how we sent the Side Conversation email? How can we ensure these responses never surface to clients again? I’ve attached a screenshot for context. The “test back” was a response from Agent 2 via email. Appreci

Hello,When I query the conversation_tag_history table, I noticed there can be multiple conversation_updated_at values for the same tag_id and conversation_id.Usually the MIN(conversation_updated_at) value is accurate, but I wonder how this can be the case?It happens frequently so I don’t think it’s because someone is removing a tag and adding it again, but I can be mistaken.Thanks in advance!

Hello All,As I continue scaling tiered support, I’m working to improve how we monitor both real-time and historical trends. Specifically, I’m trying to track: Time from conversation start to first assignment (Time in Unassigned) Time from first assignment to reassignment (Time in Tier 1) Time from reassignment to first close (Time in Tier 2) I also want to make sure we’re capturing the entire lifespan of the ticket, including both open and snoozed time.Right now, inbox views are the only way to surface aging tickets—but they aren’t designed for this kind of analysis. They don’t function like reports, and they don’t allow us to layer in the conversation attributes we’ve added, such as product area or difficulty level.That makes it tough to proactively support aging tickets, coach the team in real time, or dig into specific themes during 1:1s—especially when trying to identify which product areas need more targeted coaching.I’d love any ideas on how we can bring better visibility to

I’ve creating a reusable workflow that has “wait” 15 minutes as the first command. Whenever I try to add to sequence on my workflow, it takes priority before the items in that sequence which I did not intend. I want the reusable workflow to kick in after 15 mins. How can I make this work? Thanks!

Hey there! I’m a global quality manager and I’m curious how others keep their macros formal and informal in nature. For example, if a customer emails in a question vs messages. I’d love to hear from you on your formatting tips/tricks!  

Hello guysBy any chance anyone knows what is the HTML code for the Reply / Note box? As far as I am looking they have the exact code in the Inspect section, maybe I am looking at the wrong thing.Thank you   

I have a current Workflow planned where if teammate has replied is false, no one is assigned, and the last time the user was last heard from 3 days ago, it should tag the conversation as a missed connection and put an internal note to call on internal admins to view. I want this to be configured with business hours in mind so that weekends and holidays don’t count towards the 3 day rule. Would adding AND during default office hours work in this way, or would it recognize the workflow and scan for missed convos during business hours only, or only let us know during business hours, etc. I’m a bit unclear about how this will operate from the condition descriptions and am unable to preview Are there other time/duration related conditions that are possible for workflows, such as giving a general date range (weekly, weekdays, weekends, etc.) that are on the way or being considered for the product roadmap in terms of workflow building?

How do I activate scheduled downloads to S3 for the following phone call metrics? Or can someone provide the formula to calculate call duration, call queue time, call talk time, and call answer time using the Fields gather from the conversation part API?