Fin Product Area

Our need is to have agents always taking chats/calls at all times, without ability for them to switch away from one or the other.  A setting that prevents agents from modifying this is desirable.

Test Environment:OS: Windows 11 25H2 (OS Build 26200.6584)Browser: Edge (Version150.0.4078.42)URL: https://www.intercom.com/helpdesk User Impact:Keyboard-only users will face difficulty navigating the chat popup screen, leading to confusion and inefficiency. This can prevent them from accessing critical controls, impacting usability and accessibility compliance. Repro Steps:Open the URL:  https://www.intercom.com/help/en/articles/9639255-getting-started-with-intercom in edge browser in windows. Landing page will open. Press tab key to navigate to the chat button and activate it. Verify whether keyboard focus order is incorrect in the chat popup screen in windows or not. Actual Result:Keyboard focus order is incorrect in the chat popup screen in windows. After activating the chat control focus is moving to edit field instead of first interactive element i.e. back control. Refer Attachment:Keyboard focus order is incorrect in the chat popup screen in windows.png Keyboard focus order is i

With Fin for Sales, we aren't using the meeting booker integrations for qualified sales meetings. Instead, we route prospects with the gCal app to schedule meetings with sales reps based on territory. One limitation we've encountered is that we haven't been able to set the meeting owner to a field that syncs with the Salesforce record owner. How can this be made possible?

Can Fin read customer order forms sent by email as PDF attachments, including ones with complex or multi-column layouts, and convert the data into a standard JSON format? If not, can we use a workflow or integration in Fin to reliably process these documents and ensure the final output is in JSON format?

DISREGARD - MEANT TO SUBMIT THIS AS A FEATURE REQUEST.

I have great difficulties managing the Brand appearance once chat goes to email, due to the fact that I can only sign up with one email adress.  When I turn off using my own email Intercom will still show my workspace name in the generated email Even if it says "Viktor from Brand 1" or "Viktor from Brand 2" The email adress is still limited to one domain or Intercoms own. I cant be the only one working with multibrand setup. How do I grow if I cant customise my brands. Any advice / tips /workarounds?  Did not get lucky in Customer Support (BTW I have the possibility to edit different brand styles)

Hey folks, I'm Brian, I work on the customer education/Academy team at Fin.We're starting a new project atm, building out professional certification program and before we get too far into it, I want to hear from the people this is actually for.A quick bit of context on what we mean by certification: this isn't a course completion badge. It's a structured way to prove you can actually do the job, through real scenarios, assessments. Something worth putting on your CV or LinkedIn.Think less "I watched the videos" and more "I can demonstrate I know what I'm doing."Two things I'd love your input on:What certifications would you actually want to see? Specific Fin features and capabilities, broader skills like conversation design or AI quality management, role-based tracks like support rep or manager, what would be most valuable to you/your team? What would make it worth your time? What would a cert need to include for you to feel it was genuinely valuable, to you, or to a hiring manager?Wou

I wanted to flag some feedback on the recent change to the Intercom tagging system (rolled out this past weekend), as it's slowed down our tagging workflow noticeably.Previous behavior: Typing a partial tag would surface a matching suggestion, which we could select and confirm by pressing Enter. This made tagging very fast.Current behavior: Partial matches no longer trigger suggestions — the full tag has to be typed or pasted before it appears. Additionally, the Enter key no longer confirms the selection; it now requires manually ticking the checkbox with the mouse.Together, these two changes have added meaningful friction to a high-frequency action. Would it be possible to restore the partial-match autocomplete and Enter-to-confirm behavior, or is there a setting we may have missed?

We use quite a few pictures and GIFs in our Help Center. A single picture is often used in multiple articles.Since we release new features and adaptions regularly, we always have to go through all articles and replace the pictures used. The update process is becoming a real pain.  Is there any way to have a central registry for pictures/GIFs? We would love to replace pictures/GIFs used in multiple articles centrally!

Hi Intercom Team,I’m writing to express my frustration regarding an ongoing issue that I first reported on April 11 and followed up on June 15. The issue involves IME (Input Method Editor) languages like Korean, Japanese, and Chinese, where pressing CTRL + ENTER to send a message causes the last character of the input to be duplicated and sent again.On April 11, Emily from your team responded with the following:"Hey again Eric! 👋This was actually recently tested and confirmed as a bug by our engineers so it has been added to our backlog to be fixed.For greater context, our product team prioritizes bugs based on the severity of the issue and how widespread of an experience it is with customers. To provide insight on expectations, issues like this may not be actioned for some weeks. This timeline is based on the team's current existing log of issues and upcoming feature releases which is subject to change.So what happens now?Now that your issue has been logged to be fixed, I will wrap u

We're trying to get Fin to behave differently depending on when the customer asks for a human. We've tested two separate guidance rules but it's not sticking. Anyone solved this?Here’s what we want to do:First message = "offer" escalationCustomer says "representative"? Fin should hit them with: “Would you like me to connect you with a human agent? Or if you tell me what you're looking for help with, I'd be happy to try assisting you first.”(Reason: Let Fin actually try to help before bouncing them out)Mid-conversation = "escalate immediately"Customer says "representative" after you've been chatting? Skip the offer—just connect them. No questions asked.(Reason: They're probably frustrated and have already interacted with Fin. Don't want to make them explain twice.) 

DescriptionOn Intercom iOS SDK 19.6.3, if a user opens a conversation and quickly swipes down twice (first to close chat → home, then immediately to dismiss messenger), the app freezes. The main screen is visible but unresponsive.Works fine: slow swipe, or tapping X.ReproIntercom.present() Open a conversation Fast swipe down (chat → home) Immediately swipe down again (home → dismiss)Expected: Messenger dismisses, app is interactive.Actual: App frozen. ICMWindow stays hidden: false, key: true. No IntercomWindowWillHide / DidHide notifications fire.LogsHealthy:WILL hide → DID hide → ICMWindow hidden: true, key: falseFrozen:(no WILL hide / DID hide)ICMWindow stuck: hidden: false, key: true, hasRoot: trueCauseConversation is pushed on ICMMessengerNavigationController, but dismissed via Intercom’s custom swipe-down pan. A second fast swipe-down starts the system sheet dismiss before the first transition finishes. Two overlapping interactive transitions wedge the window.We only call Intercom

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.

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!

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.