Fin Product Area

I want to add a view where where we I can see the conversations where we are waiting for customer to reply.

Is Live chat currently down?

May we know if Intercom is down and what is the expected downtime.

I would like to create a workflow for outbound emails which will assign emails to a team inbox automatically, based on the “from email”.. I’ve tried branches and rules, however there is nothing that allows me to do this. Any advise or tips on how the rest of you assign your outbound emails to teams automatically? 

It looks like Intercom added microphone support recently (android.permission.RECORD_AUDIO) but it appears to be required not optional - this is reducing the number of devices we can install on - specifically some tablets that don’t have microphones.  It seems like this should be optional by default? I think you need to add:<uses-feature android:name="android.hardware.microphone" android:required="false" />

Objective: Set up Fin AI to transition the conversation to a human agent, but only after the user completes a payment through Stripe.I've created a custom action for Stripe that connects to Fin, initiating a Stripe payment intent. The payment link is successfully generated and appears in the logs, but Fin doesn’t display the link to the user in the chat.Question: How can I configure Fin to send this Stripe payment link directly to the user within the chat? Then, check if the payment status is successful and if it is only then transition user to help desk agent?

I want to get the title and body sent via push notification/email which are sent to the users via series or individually. I tried using content_stat.push but the actual content is missing from there hence need assistance.

Hello,I am experiencing an issue with the Intercom integration on Android. When I receive a message, the method "Intercom.client().getUnreadConversationCount()" does not reflect the new messages. For this function to work correctly, I need to restart the Android application.Do you have any suggestions for resolving this issue?

We’re having issues related to collapsible sections in our help articles.Links to the heading of the collapsible section aren’t going to that heading H2 headings of collapsible sections aren’t appearing in the TOC at the right of the article.What can we do to fix these issues?

I would like to pop the product tour UI (outside messenger) when a user selects an element on my website. I can’t figure out how to do this. If I do a workflow triggered by website element it opens messenger and when I do a product tour, it launches when the page loads. I need something between that: The user selects a button and a pop-up with the video is displayed. How to do this?

We have our chats set up with a workflow, however for some reason the chats are closing after a while not giving us a chance to see if first to respond at a later time. We have to watch our closed tickets to find them and reopen them.Is there a way we should be setting this up to allow those chats to stay in an open state until we respond and close them on our end?Thanks in advance! Appreciate your assistance and insight on how to ensure they stay open.

A customer just wrote into our support team indicating that she was looking at an article that said it was last updated "about a week ago" or whatever language Intercom uses. Has anyone else gotten customer complaints about this? After discussing internally with our support team, I know there haven't been substantial updates made to that article in definitely more than a week. I understand this general time frame is a good bandaid and fail safe for me who doesn't have the opportunity to update something that frequently, but it does seem to be a bit over exaggerated to the point that I'm not even sure it's useful. Instead, could this feature be removed? Could it be updated to be more accurate? Could there be a date and timestamp put on it instead?  I'm curious to see how others feel about this too! 😀

Hi, is anyone else having the problem where tags sometimes don’t appear in the conversation? The conversation events show that the tag is applied, the tag is active, and it ends up in the right views, but we can’t see the tag in the conversation itself. This means we can’t remove tags when needed, causing conversations to remain in specific views even though we want them out.So far, we’re manually tracking each conversation where a tag needs to be removed. I can’t wait for the day this issue is finally resolved, though I expect we’ll still have about ten days of work to undo the damage by then.We contacted Intercom's support department at the beginning of June(!), and they acknowledged the issue, promising to resolve it as soon as possible. I guess it's not a major issue for them, but it has a significant impact on us. We've followed up every few weeks, but we keep receiving the same response. I’d be very surprised if we were the only company facing this issue—are others out there expe

Just curious for those of you who have lots of running proactive support messages how you keep track of them all. I’m definitely underutilizing Views and should be using them better. Right now my I typically name my messages something like YYYY-MM-DD Some Description (REGION VERSION_NO).For example: “2024-10-18 Multi-display support announcement (🇺🇸 OCT24)”Is anyone else employing a similar strategy or have a better approach?

We've encountered an issue where some companies are appearing with 4x the expected records and certain users with up to 12x. After investigating, we discovered that our system was assigning different userIDs to the same email addresses and, in some cases, associating the same company name with multiple companyIDs. Additionally, we found instances where data was being overwritten, causing users' names to change mid-chat.I noticed there are options to either delete or archive companies, but I'm unsure which approach would be best in this situation. Has anyone experienced something similar or have recommendations and best practices for handling this kind of data duplication or conflict?

Any one can help what are the formula of these KPI?Response TimeFirst Response TimeClosed Conversation on First contactHandling Time# of Replies per active hourI’m trying to create a formula using the raw data of chat data and bit stuck trying to locate the items needed to compute these KPI.Thank you.

I’m trying to extract ticket reports in Reports tab but after extraction the data shows only 1 row data.

howdy! 🤠does anyone know if it’s possible to send a user to another page after successfully completing a checklist? The idea would be to use the action button on the celebration section of the messenger to send the user to a related topic.At the moment I only see one option for the action button: close completion screen.  

Hi folks! 😊We would really love our draft articles to be automatically saved, so we don't lose all our work if we accidentally close the tab (as you may guess, we learned the hard way 😅).Could this be added as a feature request?​Thanks!​

I'd like to tag users based on which specific link they clicked within an email.  In this case, the email asks recipients when they would like a reminder about a new service (3 weeks, 6 weeks, or two months) - this would then trigger a series.  Currently pointing them towards a Mailchimp landing page as I can't figure it out inside Intercom.   

Providing a Subject heading on each Message after the Conversation is closed.That way, users can see the subject and refer back to their conversations by topic. 

What process can I follow to read Sharepoint pages as source content for Co-Pilot?   Also can it read the files also from Sharepoint?

Hi there, I’m trying to solve this issue but getting transferred between agents without a resolution.I have setup my subdomain for the Intercom Help Centre via Cloudflare but getting a “CNAME Cross-User Banned” error.My DNS setup are correct, as per below: Based on Cloudflare, this is an issue that Intercom needs to solve [discussion link] and I don’t have control over fixing it.Can someone please help? 

We want to add a button on our website "Do you have any other questions?" and that this button opens the Messenger 

I want to assign a function to a button in Elementor that says Chat with us and when clicked, an intercom chat pops up