Fin Product Area

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

I created an intercom app and installed it on my workspace. The app working well in inbox. However on the right side, I am getting an error like the given screenshot Something went wrong If this problem persists, try contacting the developer of this app for help and support . Can you please help me as to why this error occurs and what do i need to do to fix this.?

Hey all!  I am using Kajabi to identify logged in / logged out users. That is about it.  However, i want to tag them as they come in and this needs to be done on Zapier but I cannot get it to work properly.  Can someone possibly help?

Hi!I am oftenly using Intercom while browsing other Chrome tabs.When I am focused on one issue, and focused on another tab opened to find a solution to it, I find it very distracting to have the intercom tab name switching non-stop to tell me about notification from other conversations. The name of the tab moves every 10 seconds from the name of the open conversation to notification about other messages coming in. Is there a way to block it? I do not have preferences on what appears as the name of the tab, for as long as it stays still. NB : setting my status as away does not work. Thanks a lot for your help.   

Hey, are we facing instabilities?  I raised on chat but no replies on this We send the tickets on intercom and they notify on slack, which was fine, but now the notification is taking 2 hours to go. Can someone please help? Thanks! 

I am trying to create a prouct tour but I am unable to edit it because i only see the preview the first time, then nothing.How can I, for testing be sure it is displayed every time in my Intercom dashboard?

I want to put a tooltip on a text inside a popup but if i open the popup i cannot add a tooltip, it seems like the popup goes over the tooltip editor of Intercom, how can i solve this

Hello, We’re working as a Slack org within as Slack Enterprise Grid. I’ve approved the Intercom app for our Slack org.  Status shows “approved”. When attempting to build a Workflow with Intercom, we see “approval requested” (screenshot below).  Our Slack Enterprise admin say they don’t see any pending approvals.  We’re stuck in this state with no obvious resolution.  I’m hoping experts here can provide some guidance.  Thanks! -Steve 

Hi Intercom Community,I need help understanding a couple of things about  "Next Response Time" (NRT): How is NRT calculated? Is it based on each customer message and team response after the initial reply, and how does Intercom determine if it's "hit" or "missed"? Can I calculate NRT from the API? I don't see specific fields in the conversation object for NRT. Is there a way to derive it from available data (like time_to_admin_reply or median_time_to_reply)? Any insights on tracking NRT via the API or understanding the SLA logic would be greatly appreciated!Thanks,

 We're experiencing an issue with the Help Center search functionality in our embedded Intercom Messenger. The search works correctly when accessing the Help Center directly or Help tab in the messenger, but it's not returning any results when used within the chat. Please check the attached video.Here are the key details:Setup: Next.js application hosted on Google Cloud Run Using Cloudflare as our CDN Intercom Messenger embedded in our app (react-use-intercom) Article search is prompted in chat with automation Custom domain is mapped to help center Issue: Help Center search returns no results when used in the embedded Messenger The same search works fine when accessing the Help Center directly Troubleshooting steps taken: Verified Intercom integration settings Checked Cloudflare configuration for query string and cookie forwarding Reviewed Google Cloud Run settings Inspected network requests in browser dev tools Disabled custom domain for help center Switched help center in

We are seeing an increase of conversations that are not tagged, but i cannot see to find any reason to why this keeps happening. Nor do i have insight to why in the FAQ. Any tips?

Hello there, Is there any outage on Intercom today, it doesn't seems to work. Please help! Best Regards,

We cannot send message via  messenger. Also closing conversations is not possible. 

When I try to archive an attribute, a modal pops up saying, “Checking for dependent segments and messages...” and has a spinner and a Cancel button.  But it never does anything, it stays hung there.

Hi everyone! We are wanting to integrate intercom with our own software, where information and answers using FIN and our help articles are feed into our product using AI. We report data to our customers and want a way to pair the data presented with information from our help center (when relevant). Perhaps ambitious.. But wondering if anyone has created more indepth integrations with their software in the back end? Thanks in advance for your help!

How can I set up a birthday greeting from a birthday "event" or "attribute" we will sync from our database. Is there any way to check matching month and day (as year will obviously be past)?