Fin Product Area

Add “Conversation ID” as an attribute in macros, so it would be automatically filled with the relevant Converation’s ID when using the macro.

The last two weeks our help centre articles have increased in views by 500%...this is for our public articles that can be viewed by anyone. I have a feeling this is mostly from bots rather than real people. Does anyone have any solutions for how to block bots from being included in our article views and user metrics?

Hello,We are a small non-profit organization based in Canada with five employees. We have been exploring a client support solution for our multiple events.We have a few questions regarding your services and features. We are curious if your platform offers any discounts or special pricing for non-profit organizations based in Canada. Each of our events requires will need a dedicated Help Center to provide tailored support to our participants and attendees. Could you please confirm if it's possible to add multiple Help Centers under one account? Finally, Canada is a bilingual country, with both French and English being official languages. We will need the capability to publish articles and provide support in both languages. Can your platform accommodate this requirement?

When users have identified that the content served up by Fin or Copilot is outdated or incorrect, how can the user tag that information for review/update? Instead of using a third party form of sorts, I’d like it to just be attached to the conversation and get a link to edit the content that it was pulled from. 

Greetings friends, Wanted to put this out to the crowd to see what creative solutions folks have come up with.We are seeing ticket loops / duplicate tickets getting created when a customers support  / IT platform gets a response from our Intercom. Esentially the two platforms are locked in an auto response battle. We have enable the “Make sure autoresponder emails from customers go straight to your spam.” option for our email channel however, we are still seeing these happen. Question: What have others done to help with that? Workflows? Tags? Open to ideas and thanks in advance for the brain power

I’m almost done with a Product Tour, but want to go back into each step and adjust the size, or location of the message on the screen, but can’t seem to get back to the Settings options once the Done button is selected. I can see settings applied to the entire tour, but not to the individual steps? Is it too late to adjust these settings, and do I have to begin a new tour to fix it? I’ve even tried to add a new step, copy and paste the text into the new step but Settings can no longer be applied to each step once Save and Done are taken.

My team routinely snoozes tickets to follow up on in several days or the following week, and we know we can view those conversations anytime from the snoozed section of our inbox. However, is there a way to see when we snoozed a conversation until? If not, it’d be helpful to be able to hover over a message preview and see something like “Snoozed until 7/5 11:00 am,” for example. Or to click into a conversation and see that info on the side or under the ellipsis at the top.

Hey everyone!We’re currently exploring solutions for multi-lingual support within Intercom and I’d love to hear from anyone using third-party apps for Inbox translations.We’ve tried a few options from the Intercom App Store, but have run into issues with both translation quality and functionality. I’d really appreciate it if anyone could share their experience—good or bad—with third-party tools they’ve used to manage translations directly in the Inbox.We also beta tested Intercom’s native AI-powered auto-translation and found that the translation quality was quite good—better than some other options we’ve tried. However, the current feature setup makes it unusable for our needs. Right now, it applies translation settings workspace-wide, and what we really need is granular control at the agent or team level. We have multiple teams using the same workspace, and automatic translation would be disruptive for some of them.What I’m looking for:✅ Works with Intercom Inbox✅ High-quality transl

What are the best practices for 'Automatically closing abandoned workflow conversations'? 

please create a feature so we can have multiple outgoing emails drafted at once. please!

Hi everyone, we’re experiencing glitches and slowing down of the intercom on our website. The chat bot won’t answer questions and freezes. The product tour sometimes glitches and shows two highlighted pieces of the tour at the same time. The tooltip glitching as well and shows two at the same time. The checklist’s "Tasks" doesn't allow me to "mark as completed".  The support has been slow on responding to our messages and these issues are affecting our customers that we’re considering turning off the intercom. Any ideas?

Dear community. I'm opening this thread to have the following checked. I want to use the conversations ids as protocols ids, and I want to pass this id automatically whenever the end-user opens a new chat with my team. I have set a custom bot (from new conversations) and I tried to find the conversation id on the following list:  But I wasn't able to find this option. Could someone give me a workaround for this? Whenever my end-user opens a new conversation, I need to pass this id automatically Your help is much appreciated. Thank you very much!Kind regards,Rodrigo.

Hello,I’m using the Data Events API to send WhatsApp messages to customers and I’m looking for a way to programmatically check that they have been successfully delivered (within a given interval of time). These messages are more like notifications, so I cannot rely on customers replying to them (in which case I’d have Conversations that I can query via the API), so I would like to be able to confirm that the message has been delivered through WhatsApp. Is this possible at all? Thanks in advance!

SLA’s in custom reports are very limiting. We support 2 types of technologies. To track which, we use Ticket Attributes. Product A or Product B. I want to run a report on how many tickets of Product A missed their SLA, simple.I can’t though, when I create the report and select ANY SLA related filter, all ticket attribute filters are gone. Due to the complexity of the products our support teams heavily rely on Ticket Attributes and our customers rely on us to respond in a timely fashion.How can this be resolved?

Hi! I would like to know if it's possible to add some keywords or hashtags within Help Center articles that they can be found more easily. I'd be happy to hear any other trick to increase the visibility and efficiency of articles in the way that they are found. Thanks in advance! J.

I am looking for documentation on how CDA attributes are created and updated as these attributes change, specifically how these are updated when the CDA originates from a 3rd party system (e.g. when customer data is updated in our CRM, how do I synchronize these changes in the Intercom CDA array?)

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