Fin Product Area

For context: We are a brokerage service. We have been using intercom for over 4 years for the support team only. We have a support email which is our default email, and intercom works great for the support team.  The past month we have moved all our brokers into intercom and we are struggling to optimise their workflows. They have come from only using Gmail. So each broker (10) have direct email address that their clients email. We have a team of about 5 success team member, who assist the brokers in managing their inboxes 24/7.  Some of the issues we’ve encountered are:Escalating in to support, and whilst the client waits for support they continue to email in the same thread which requires the brokers attention.  When starting an outbound email it defaults to the support email instead of their own.  Too many macros and Tags We have group emails Transactions/verification and clients email these (when they really shouldn’t) with order requests, and with our Salesforce integration we mad

Im getting the error message in the title when i try to change the name of a user.I imported alot of my data from zendesk, and its created a user with the wrong name, but the email is one of our sending and incoming email domains. We own this email, but we cannot change the name in intercom, and its causing alot of confusion how can i edit the name of this email please

Hi Intercom Developers,  I would like to report an issue of the Intercom notification on Android platform. The issue here is when the user receives the notification, it’s showing not only the new message but also the other past messages. Our app expect it to only show the new message. Could you guys please help take a look at this issue? Thank you so much.Here is our implementation, we’re using react native 0.76.5 and @intercom/intercom-react-native: ^8.1.0Please let me know if I can help you guys provide any further information

Hello!This quarter we’re working on moving to a more proactive support approach, an element of this is building out our helpcentre/FAQs and utilising the AI bot.However I recognise the importance of studying our support queries to really understand what people are asking, learn what’s missing from the help centre etc.But how do people tend to do this?Does intercom have any functionality which reports on questions people are asking which the bot can’t answer? Or do people download conversation data and manually read through conversations?I’m uncertain atm the best approach within intercom.

My org would like to explore getting Fin in front of calls/emails. What resources should I consume before surfacing a request for consultation on our specific use case? Is it trustworthy? What are the hallucination implications? 

Is it possible to create an article from a document uploaded to our Knowledge Base? If so, could you please explain how to perform this action?"

When trying to create a new linked customer conversation through a back-office ticket, the new conversation will open up and we can change the subject and content of the message as usual, but when we hit Send, the message disappears, the subject line changes back to the default subject, and nothing actually gets sent to our customer. I have tried this across multiple tickets and customers. This issue only began this morning.

HiHow do I create a report on the tickets in progress there are metrics for new tickets and time to resolve etc but no basic report for in progress tickets.I need this in order to break this down into more useful stats. The data export cant offer what I need either due to conversation data not being stored within a ticket. Which is what I need to create a useful report.Thanks for any help.

Hi guys,I know that conditional attributes for conversations are available, but what about tickets? can i set conditional attributes for them?  Thank you

Hi I’m getting unsafe-eval CSP error from script-src policy.Can this be fixed somehow without adding unsafe-eval to the policy?Do you have any other script version without eval inside your JS code? Attaching screenshots.  Regards

Hi!I want to design a system where any employee can ask Fin questions and get answers based on our internal resources and customers can ask questions and get answers based on what’s in our help center. One idea was creating two help centers (one for employees and one for users) but looks like Fin can only be trained on one help center. Anyone have success with creating a system that uses Fin trained on two different knowledge bases to answer questions? Or other general thoughts about how to go about this? We use confluence for our internal resources and have a help center that we directly edit for customer questions. Also don’t want to add every single employee as an intercom user 

From time to time, agents cannot log-in and see different errors:Developer login page instead of regular one Or error “You’re running old version of the Intercom web app...” (hard clear of cache and cookies works from 3-4 attempt)Does anyone else encounters such behavior, or are we the only lucky one? :) What helped you with that?For the context, it happens with several people at once, different devices, different IP, location. The browser is updated, no internet connection issues. We’re using EU Data Hosting, btw

Hi Intercom community, I am wondering if there are keyboard shortcuts for the Help Center formatting features like the note callout, embed videos, dividers, bulleted lists, and so on. The keyboard shortcuts for standard formatting features (Ctrl + B on Windows for bolding text) seem to work. However, I am not seeing any evidence that these shortcut keys exist for the Intercom-specific features.If it has not been implemented, hotkeys would be a really nifty tool that would improve quality of life and productivity!

Hi, I am wondering how users that have multiple products manage their Help Center when using the Related Articles feature.Because of the way the AI works, the product name has to be referenced in the title of the article to have that article pull up in the Related Articles table.For example, the breadcrumbs will look like this:[Product Category] > [Product Name] > User Guide > [Product Name Feature X]How are others titling their articles to avoid redundancy? I would like to avoid referring the product name in the article title, since the way the collections are configured in our environment, it’s already implied the article is related to the product. Thank you!

We want to configure the layout of Apps in the Details panel for team inboxes. At the moment each team member can update their personal view, but we want to set up a standard layout for our team. I haven’t found a solution yet in the documentation. Is this possible at the moment or will this need to be a wishlist item?

Please someone help me out about this community

loginIdentifiedUser / loginUnidentifiedUser works properly on app launch. The issue is when you carry out these actions in sequence -  loginIdentifiedUser, logOut and loginUnidentifiedUser, I get this UI error with console error errorCode: 0, errorMessage: The operation couldn’t be completed. (Network request succeeded but the response was ignored error 0.)  

Hi everyone, I’m a WFM employee assigned to a new client who’s using Intercom, and it’s my first time to use it. I am looking into building a payroll report, currently they pay the employees just based on how long they are logged in which I can easily find the report in intercom (Adherence Report), however, they wanted to change it and reference it with their schedules. The only way to do it is to use the Login/Logout report of each employee which shows what exact time an employee logged in/out. I can’t seem to find the report in intercom. Is there anyone here who happen to find that report and if you can share where in intercom can I get it?

We’re using react-native and the SDK version 8.5.0 on iOS 15+When our app boots, the user is logged out, so we run `Intercom.loginUnidentifiedUser()`The user then clicks Chat and we present intercom via `Intercom.present();`We then have a workflow/setting enabled for intercom to ask for the users email address (they’re not logged in)But when the input appears, you cannot click on it, if you do, it just toggles the timestamp on the input.  No matter how often we try click it, it doesn't work, we’ve tried on simulator, on device - multiple devices of diferent models and non of them work. Please advise.

I'm currently trying to set up an outbound template that includes the following dynamic data from every colleague of mine:(full) NameJob titlePicture Last year I talked to the Intercom support about this, but it was too much work back then. Now I want to try it again. The last tip about it I got from support was to use something like this:{{message.author.first_name}} from {{app.name}} and also use the variable for fetching the pictures: <img src="https://www.example.com/avatars/{{ message.author.first_name }}.png" height="40" width="40" class="avatar" alt="intercomavatar"> My first tries today weren't really successful, any other tips for me?

We can choose which attributes are shown (or hidden) but how can we re-order the list? For example, we might want the first 3 items to be:  phoneconnection countjob title but display a lot more than this below. At the moment we need to scroll to find these higher value fields in a longer list. We'd rather see them at the top.  

I'm trying to get to know about you intercom. Please be nice to me. Thanks 

We use Docusaurus for all our documentation and would like to centralize onboarding by embedding Intercom checklists and product tours directly into our docs.Our engineering team also built a custom search bot that scans our Docusaurus portal, but its button overlaps with the Intercom Messenger since both use similar placement and styling. To resolve this, we’re exploring two options: Embed Intercom content (like checklists and product tours) directly in Docusaurus pages, without relying on the Messenger or Help Center. Integrate our custom search bot into the Intercom Messenger via API, so we can unify both experiences in a single UI element. Are either of these approaches supported? Or is there another recommended way to host or display Intercom-created content outside of the default Help Center and Messenger?Thanks!

Hey team! Is there a way to somehow use multiple trigger words within branch for OR conditions? My goal is to build a custom action (data connector nowadays?) that would trigger once one of the keywords is used by the prospect, however that would be over 100 items. Is there any way to achieve this result without having to type in the word for every trigger word despite what article from help centre suggests?  

I would love to have a block in Workflows where I can define a set of topics like:Cancelation Product Idea Feedback Return  Other (always exists) …. Each one opens a new branch in the workflow. Which path the user is channeled through is decided by an AI content analysis with Fin. If Fin is not sure, it always uses “Other” as fallback branch. This would really help qualifying the inbound message, and start follow up flows, route to Fin, route to Team etc,