Fin Product Area

Hello. I can see that you’ve updated the Intercom mobile app, but unfortunately the experience has become noticeably worse.The most frustrating change is that the message input field now only displays a single line while typing. This makes it extremely difficult to review, edit, and proofread longer messages before sending them. For support teams that spend all day communicating with customers, this significantly impacts usability and efficiency.Honestly, this feels like a step backward and goes against basic UI/UX principles. A text input area should expand as users type, especially in a professional communication tool.Please consider bringing back the previous behavior. The old version was much more practical and user-friendly.

Would love to keep a thread going of what prompts are working for your teams, so we can generate some best practices across the community. 🙌🏻Share away!

I'm looking for suggestions on how to organize Help Center articles and knowledge base content so users can quickly find the information they need. Do you prefer organizing content by categories, user intent, or product features?While researching content structure and user engagement, I came across a resource about baby care products that does a good job of presenting information in a clear and easy-to-navigate format. I'm interested in learning what strategies others use to improve content discoverability and user experience.

Hey all!I’d been exploring this using Fin but had hit a road block and wanted to see if anyone had created anything like this:We want every negative Fin CSAT to create a ticket to our team to review to see if we could make any changes to Fin.We use a reusable workflow to route negative Fin CSATs to the team - and we want that to continue - but in the background we want this ticket to route to a different team to review. Any thoughts? My first post here, so let me know if not the right format.

 Healthcare organizations today must balance patient care, regulatory compliance, and financial performance. One area that continues to demand significant attention is prior authorization. Insurance companies often require approval before covering certain procedures, medications, diagnostic tests, or specialized treatments. While this process helps control healthcare costs, it can also create delays and administrative burdens for providers.To address these challenges, many organizations are investing in healthcare pre-authorization services that streamline approval workflows and healthcare prior authorization services with insurance carriers. As the healthcare industry evolves, these services are becoming increasingly important for maintaining efficiency and supporting positive patient outcomes.Understanding the Purpose of Prior AuthorizationPrior authorization serves as a review mechanism used by insurance providers to determine whether a requested service is medically necessary and e

Hello folks! I’m trying to workout how to (if possible) create a follow-up Ticket when a NPS Survey is below a certain threshold.  The NPS Survey is currently being sent up to once every 90 days, and my intention is potentially follow-up with user’s based on their response.  I want agents to be able to review the NPS Survey response, and optionally contact the user based on the feedback given in the response.  Therefore, I was thinking the best way to go about this would be to create a ticket containing the NPS Score and NPS comment, and then the agent will be prompted to review (and optionally contact) the user.  However, I can’t work out how to get this to work via a Series; I can trigger a webhook (but that doesn’t seem capable of creating a ticket). I feel like I could probably use an Action, but I can’t work out how to trigger an action via Series.  Has anyone come across anything simila

Have anyone successfully created a custom subpath for the Help Center?I would like to make my Help Center available on our main domain www.oursite.com/help, but despite every setting, it only shows “Not found” error message. Intercom Support team has no clue...   

When a ticket is created from a contact form submission containing the customer's full query, Fin currently does not respond and the ticket closes due to inactivity because Fin is waiting for a new customer message. Is there a way to configure Fin or a Procedure to treat the ticket's submitted content as the triggering message, so Fin responds without requiring the customer to send anything further?

I add an outgoing post every month, to let our clients know of upcoming Windows updates / server reboots.I remove these posts from the Outbound > Messages section, but they remain visible and accessible in the front-end Intercom messages that are visible to our clients.Is there a way to have these removed?Thanks​​​​​​​Mark

The leads are all accurateNo error is shown, just that 3700 have been added 

My company has used Intercom for years but we have not yet made use of subscription types. We have hundreds, if not thousands, of customers who have opted out of all emails so they aren’t receiving account related emails. The only real option I see is to use the subscription opt-in form but we can’t force customers fill that out. Because of that, the subscription type opt-in for account level updates isn’t reliable. What’s the best way that I can make sure customers are receiving account level updates? We do currently use in-app messaging to account for people who have unsubscribed.

When saving a draft in the article editor, the live article's "last updated" timestamp updates as if a change was published — even when no published changes were made. The timestamp should only reflect the last time a change was actually published to the live article.

I find the in app Fin experience on intercom to be incredibly helpful and I use it all the time. However, I get so many “rate your conversation” emails that it is starting to get annoying. Is there a way that I can mute these? To be clear, this is my as an intercom user using the in-app Fin to ask intercom related questions. Thanks!

Hi - I am sure some of you got into this issue, so any best practices are more than welcome. I want to connect Confluence to Fin as a content sources, however I can see that the articles in Confluence are automatically synced as internal articles. So 2 questions? 1. did you find a way to sync as public articles or to move them in bulk to public articles? i2. if not, what workarounds do you suggest for Fin to be able to provide these articles as sources?   What I want to obtain is an initial Fin answer that at the end gives the link to the sources he used, and that includes Confluence articles. Thank you. 

When did Intercom disable the functionality for viewing past conversations for the end users?It is a HUGE downgrade for us and for our customers. We depend on them being able to view the previous conversations.

Hi everyone,We’re trying to build an Intercom Data Connector that retrieves customer-specific data from our backend.Our backend API requires a user-specific access token. This token is generated only after the customer completes an OTP/authentication flow, and each customer receives a different token.The flow we want to support is: The customer completes OTP authentication. The OTP/auth connector returns a response containing: { "data": { "access_token": "..." }} A second connector should then call our recommendations API using that token in the Authorization header: Authorization: Bearer <data.access_token>The issue:When we try to pass the token dynamically in the connector header, for example:Authorization: Bearer {{accessToken}}or by using a value returned from a previous connector/action, our backend does not receive the Authorization header/token.The only setup that worked was using Intercom’s Authentication Token feature with a static Text token. However, this does n

Ability to Export Guidance. Manually gathering guidance from 7 workspaces is too time consuming. 

We've been working on screenshot automation for years, but we've just launched in the Intercom App Store. Woohoo. :-)LaunchBrightly automate product screenshot capture and sync screenshot updates directly back to your Intercom Help Center articles.If you've ever maintained documentation, you know the drill. Your product changes. The screenshots in your articles slowly drift out of date. Then one day you realize you're showing an old version of your product to customers.We aim to remove that manual work. Create a repeatable automation recipe once, and continuously generate fresh screenshots of your product.In our case, we connect to Intercom natively, read existing articles, identify which screenshots have drifted from the current product, and then help update those images directly in the articles. Since many customers generate a fresh set of screenshots every Sunday, keeping documentation current becomes largely automatic.It's one of those wonderfully unglamorous problems that almost e

Hey Connectors! Our Inbox product team are looking for feedback on which bulk actions you'd like to be to do in the Inbox. So, let me know in the comments!

We have customers that answer no multiple times to Fins questions of ‘Did that answer your question’ or similar. They will say ‘No’ and rephrase their question but Fin still can’t answer it correctly. Does anyone have any recommendations on how I could get it to ask if they want to speak to a human after the 2nd time of saying ‘No it hasn’t helped’

Can we better contextualise Help Centre content for Fin?For example, having internal-only guidance/instructions embedded directly within articles that end users cannot see. While content/source guidance and snippets help, they become difficult to scale when managing thousands of articles and hundreds of supporting snippets.In our case, Fin’s errors are often less about incorrect content and more about misunderstanding nuance or scenario context. Being able to add contextual instructions, edge cases, or operational guidance directly alongside the article content would make maintenance significantly easier and likely improve response quality.

Hi Intercom community 👋We're mid-deployment of Fin and have run into two issues I'd love input on - both from the community and from Intercom's side.1.Rule slot competition - scaling concernWe've noticed that rules are not being consistently retrieved during conversations, even when written with "ALWAYS" phrasing. This is a real problem for us.Some context:- The Fin Academy stated Fin can use up to 100 rules in a single reply- In practice, we're seeing what appears to be a 10–15 rule competition limit per reply- We're only in phase 1 of our deployment - we have 3 additional product areas to support, each requiring their own specific rules- Our sales contact from intercom indicated that the rules limit could be increased if neededMy questions:1. What is the actual enforced limit on rule retrieval per reply?2. If the per-reply competition slot is the real ceiling, does raising the total rules cap actually make a difference?3. Is there a recommended architecture for scaling Guidance rule

Please make the Monitors list view reflect the real review status. Right now, a conversation can be Submitted but still appear as Unreviewed in All reviews, which makes it hard to trust the list for what’s actually left to review.

Currently, once a reply has been sent in a conversation, it cannot be edited and can only be deleted. This limitation can impact clarity and efficiency, especially when small corrections are needed (e.g. typos, missing information, or minor wording adjustments).We would like to request the ability to edit a reply after it has been sent, rather than requiring deletion and re-sending.Expected Benefit:Improves communication accuracy and professionalism Reduces unnecessary message deletions and follow-up messages Enhances overall user experience and efficiency when handling client conversationsSuggested Behaviour:Allow users to edit sent messages within a defined time window (e.g. 5–10 minutes), or Allow edits with an “edited” indicator displayed for transparency

Hi all, we just turned on the Suggest Help Articles Task Bot for both users and leads and in the first week of use we are finding its article suggestions to be way off. It seems to be suggesting just our oldest/highest viewed articles without taking into account keywords (see below for an example).  I've already read Intercom's "Let users help themselves with smart suggestions" and "Share articles to answer questions faster". I've done the suggestions about writing relevant articles with the words the customers are searching for.  The suggestion about -"When a customer gets in touch, you should send them a relevant article in your first reply to them. If they send you a second message before you reply Operator won’t learn from this." - really doesn't work for my company. When our users actually get to talk to a live agent they expect targeted, step-by-step support, not just guidance on where to find an article and especially not on the firs