Fin Product Area

We use chat with Fin AI and we are glad of how AI answers. Also, we have an technical Documentation page (API docs). Users often asks support about code examples. Fin AI answers perfectly. But chat window is too small for this purpose. Would be perfect to let us open chat window in a full-screen mode to let user to ask AI and to view answers in a handy view.Code example:window.intercomSettings = {  app_id: 'abc123',  alignment: 'full-screen'};The view example: 

I’m trying to determine how to define success with outbound messages. Are there guidelines for the minimum open/click rate required for success or the percentage of the goal that should be reached? I’d also like help with goal setting - is there a recommended period in which the goal should be reached? For example, if the goal isn’t reached within 3 days, then is it best to try something else?

Hi, has anyone implemented Intercom in a FlutterFlow app (Web, Android, and iOS)? I'm facing CORS issues. And I'd like to know how to embed the chat instead of using the Intercom activator.

We are just getting started on FinAI. When nobody is marked as available, but a user selects “talk to a person”, we’d like to train it to tell the user that nobody is here right now and we’ll get back to them soon.  I have given FinAI guidance in the Communication Guidance and Handover & Escalation sections, but it doesn’t give the answer I trained it to give, and our users are left hanging with the expectation that a live agent will be with them soon.  How do I train it to give specific information to a user to let them know we aren’t available right now and to leave their info?  Or is there a way to automatically turn off “talk to a person” if nobody is marked available?

I’m running into an issue when trying to upload an image to the product tour—it keeps erroring out. Even after compressing and resizing the image, it still won’t upload.

In our Help Center articles, we use a consistent set of icons to visually guide users, for example, indicating where to click or when a link directs to an external source (see attached screenshots for reference). These icons appear across multiple articles, and from time to time, they may need to be updated.Currently, updating these icons requires manually replacing them in every individual article where they are used. This process is time-consuming and introduces a risk of inconsistencies.It would be incredibly helpful if Intercom offered a centralized image or document library, a place to manage all uploaded assets in one location. Ideally, this library would support dynamic linking, so that updates to an image or icon in the library would automatically reflect across all articles where it is used. This would significantly streamline content maintenance and ensure a consistent user experience. 

I need to measure the duration it takes for specific contacts to reply after one of our teammates sends them a message. Intercom's standard reports focus on our team's response time, but we need the reverse perspective – the customer's reply time to our messages. This is crucial for identifying unresponsive contacts who may need their details updated. Is there a built-in report, feature, or a recommended method within Intercom to easily achieve this specific type of response time tracking and potentially flag contacts based on their responsiveness?

Hey,Do the Product Tours javascript intergration offer a Javascript callback?I want to identify (on site) when a product tour has started for a user.Flow:User visits a given page on the website Product Tour starts I need to check if a certain element is on the page as this is used by the tour. There is a few user cases when it wont, and I therefore need to run some custom (on site) Javascript to show that element. Workflows or webhooks won’t help in this situation, as I need to check and show the on-site element as soon as the tour starts. (well, actually before step 3)Ideas:Javascript callback when the tour is started OR Javascript callback when a ‘next’ button is clicked on the tour OR another way to programatically (on-site) determine either of the above.If this is entirely not possible, is there a way to detect if a user is due the tour?At the moment the tour uses normal settings within the Intercom > Product Tour (i.e. show once, the first time the user meets given criteria). I

Hello there. I recently added the Intercom SDK to my Next JS web app. The problem is that when a user is not authenticated and opens the chat and then tries to log in.After logging in, they will receive the attached screenshot error when they try to open a new chat or read the old chat.I added logs to the useEffect and correctly sent user data to the Intercom as options.After reloading the page, it works properly. And I have to mention that if I don’t open the chat before logging in and try to log in, it works well. The problem occurs exactly when I open the chat, for example, on the Login page, and then attempt to log in.Here is my Intercom provider, which wrapped `_app.js`: import Intercom, { shutdown } from '@intercom/messenger-js-sdk';import { InitType } from '@intercom/messenger-js-sdk/dist/types';import { isEmpty } from 'lodash';import { ReactNode, useEffect, useMemo } from 'react';import { useSelector } from 'react-redux';import { selectBusiness, selectUser } from 'features/auth

When the related articles option is enabled in the Help Center, how does Intercom calculate what’s the most relevant? We have a lot of repeating types of documents for different products, we want to make sure it’s only recommending documents for that same product currently being viewed. 

Hi,We’re trying to create a FIN AI agent for user interaction on our product support. We want to achieve the following - Create a ticket in Intercom and mark it as auto-closed if the person’s issue is resolved already. If the issue is not resolved, ask the person about his/her location and phone/email. After a ticket gets created and our agent is about to close, it should have the ability to pick and choose options for closure, like via phone, via text, via video.

Hello,  I was recently testing the keyboard navigation on my help site and while most things work really well, when viewing a response in the Messenger I can’t seem to navigate into the Sources section. I’m not sure if I’m doing something wrong or if this isn’t currently possible. I would like all my users, including those only using keyboards, to be able to navigate to the bot’s sources. 

How can I disable the “That helped / Speak to an agent” suggestion buttons? Also, why Fin showing the article at the end of each answer? Is there a way to stop that without creating a custom answer?

Curious if Intercom has a feature (or workaround) that can visually highlight high-LTV customers in the inbox view — maybe the top 10% based on spend or subscription tier? I currently use Stripe for payment processing but the Stripe integration doesn’t seem to have this feature.Basically, I’m trying to make sure support agents can instantly spot who’s worth prioritizing or giving more attention to, especially when ticket volume spikes.Does anyone currently do this, or is there a native feature I might’ve missed?

Hey Community,We have been using FinAI for a while now and it has been great so far.I need this little adjustment but I cant seem to find my way through. I wouldn’t want Fin to say this ‘I have ingested your content, you can give me a spin! Just type any question your customers might have. Don't be shy, I love a good chat!’I cant seem to find how to turn this off.

I will have data of my customers on my website (e.g. hours played). I want FinBot to answer certain questions differently depending on this data. Is there any way to do this? 

Currently our customer support operations is very manual and we are growing. We’d like to implement AI automation that would both A) help answer customer questions but also B) help take common actions (refunds, issue credit, cancel subscriptions etc) -- initially after human review. We use Stripe and have our own API for our backoffice tools.My questions are: 1) can intercom handle off of this? And 2) If I want to find a consultant or expert to help us implement this, any recommendations?

Hi, our company Medflow IO uses Intercom for customer support and we purchased our phone number directly through your platform. We would like to register our company name (‘MedFlow IO’) as the caller ID so that patients see it when we call them. Could you please help initiate CNAM registration with Twilio?”

Hi, I managed to utilise the API for extracting metadata of all the customer facing articles in the help centre. Is there a way (API or workaround) to export internal facing articles from our knowledge base as well? Thanks in advance.

Hey everyone!I’m curious to hear from other Fin users – what key metric are you focusing on to demonstrate Fin’s success to your organization? Personally, I’ve found that resolution rate isn’t always the best indicator since so many variables can impact it. For example, a customer might receive a perfect answer but still choose to speak to an agent, or Fin could close a conversation automatically due to spam, both of which can skew the resolution rate.I’m leaning toward deflection rate as a more telling metric – measuring the percentage of support handled by Fin versus what’s escalated to humans. But I realize this might be oversimplifying things. Would love to hear what others are tracking and why! 

Hi Intercom Community and Team,We are experiencing a critical issue on our Android app where users are not receiving push notifications for new messages when the Intercom app is running in the background after they have actively been using the chat screen.Using latest gradle:implementation 'io.intercom.android:intercom-sdk:15.15.2'

Same as for a workflow, I would like to be able trigger my News tab in the chat messenger to specific users only. In that way, I would like to set up rules. For instance, I would like a News XYZ to be visible only for Users A, but not for users B & C. 

It would be massively beneficial to enable the ability to create a workflow that can update a customer ticket when a linked tracker ticket is updated. I spoke to Karsten about this in chat and was informed he would submit a feature request for this. 

"How has the integration of AI features in Messenger improved user communication and experience?"

Hi there,Here’s the situation, we’ve rebuild an old application and are almost ready to a launch. We used Intercom on the old application to trigger emails and in-app messages to users, as well has handle support. What is the best way to migrate our Intercom install to the new app? Should we start a new app entirely and export our old data? Or can we just install the Intercom code in the new app, connect it to segment, and build off what we already had?Cheers