Fin Product Area

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.

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

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

Hi! We have two support teams in two different countries with a 14 hour 30 minute time difference and sometimes need to set up a workflow for our chats but have it only send to our customers in one region. (for example one country has a national holiday and is out of office but the other does not)We tried with a workflow set up; When customer visits a page-I added an Audience to this. Where the audience was set to Visitors, Users, and Leads ‘Country is X’. However, it shows no people match these rules yet in the audience menu. And this made it so the workflow did not trigger for anyone. What is the best way for us to set this up for the future where certain chat workflows trigger only for certain countries? 

I want to export my articles from Intercom.