Fin Product Area

We have a custom user attribute "sub_expires" of the type "Date". We would like to target all users whose sub_expires falls within the next 24 hours to send a reminder. However, none of the date filters seem to do what we want. Translating our need to a relative date would be "(sub_expires in) less than 1 day", but the relative filter is "days ago". So we target "less than -1 days ago", but this segment is returning everyone with the property. If we target "exactly 0 days ago", it returns everyone who expired today.If we target "exactly -1 days ago", it still returns everyone who expired today (we would expect this to return zero as the negative is "exactly tomorrow").If we target "less than -1 days ago" we get people expiring in 2025. Are negative filters not allowed? Is there an issue with our data type? Am I interpreting these filters incorrectly? Any help would be greatly appreciated!

We are trying to configure the ticketing system so that it can always remain accessible in a tab, allowing users to only submit tickets while simultaneously having access to chat. Could you please advise us on how we should set it up to achieve this functionality?Additionally, we would like to know what should be configured for times when the support team is unavailable, or when the queue is too busy.We’ve already set up the working hours, but it hasn’t made a difference.Thank you for your help.

I am getting quite a few Errors and Warnings on my Technical SEO site audit in regards to the help center articles I have published to the public and set to index. The biggest issue is that there are some articles coming back with hreflang conflicts within page source. I am wondering how to fix this so my site health can increase and the google bots are able to crawl everything appropriately.  Also, it seems all of my help center articles have outgoing internal links that contain nofollow attribute (to our main domain and subdomains). This issue says there is a rel="nofollow" attribute that is telling the crawlers not to follow the link, which is NOT recommended for SEO purposes, and rather should let the link juice flow freely.  I recently made all my articles visible to the public and a ton of these types of Errors, Warnings, and Notices are now appearing on my Site Audit and hurting my site health. Any advice is greatly appreciated! Thank you 😀

I’m having trouble with QuickBooks Payroll not updating. The update either fails or gets stuck at a certain stage each time I try. Restarting the software hasn’t resolved the issue. What could be causing this, and what steps can I take to fix it?

Hello,I am building up a suite of knowledge articles and have been adding alt-tag information wherever possible.I wanted to know if Intercom automatically adds a null alt tag to any images that do not have alt tag data added or if I need to do this manually myself?Just to note, null tag data is added into any alt tag if you want a screen reader to skip the image altogether. That way for any decorative images, for example, you don’t need to add a detailed description as it will not assist with the overall comprehension for the user and it also means that the user doesn’t get annoying and useless information when using a screen reader.Thanks, Emma

I have multiple conversations from the same customer. I would like to merge them into a single conversation for easier tracking.  

How can I get the content data for a user via API or SDK? 

Hi, in the article Transactional messaging with Intercom it is suggested that Order Confirmation mails should also be sent with it.I would like to add a list of the products ordered in such an order confirmation, but unfortunately I cannot find a way to do this.Currently I send an Intercom event when an order is received and add a string to the metadata that contains an HTML table of the products. However, the HTML is not rendered in the mail, but only displayed as a string.Is there a solution to my problem? What is best practice here? 

If we set up a workflow with the “When a teammate changes the state of a conversation" trigger, will that include conversations that FIN helps resolve? 

Hi there, We are working with the CSAT and are beyond happy for internal use.  We would like to follow up with our happy customers and by email ask them to leave a review at a 3rd party site in order to share their experience and forward our not-so-happy customers to our Customer Succes Team. I am yet to find a way to set this up - Am I missing something in the Workflows or am I looking in the wrong place?

Hey everyone,We recently changed the way we provide support to our users. We provide ticket support to Free Subscription users and Chat Support to our Paid users.What we did is that we created two workflows for each type of users but we wanted to keep Fin AI as a first instance of support because we have around 30 % resolution rate.So we have two similar workflows with the only difference that in one we are converting the chats to tickets automatically. They look like this.  However, now we are facing an issue where a lot of users are abusing the bot by typing “Speak to human”, “Talk to agent” or similar which leads to a scenario where the bot is bypassing the workflows and it’s directly transferring this to a Customer Support agent which is not intended. In the workflows we have different paths where we use tagging and this bypass of the workflows is breaking the data.Here are some examples that I can show:User is typing “Agent please”, the AI is completely ignoring the workflow, asks

There are actions that users of our app can’t do on their own and that they need to reach out to our support team to ask them to do for them. This is clearly stated in our help center articles, when that’s the case. So, now they reach out, and there’s Fin (who we call “Alvar”) trying to answer the question. Only, he tells the customer reaching out to him, that they need to contact the support team, which is what they just did 🤯.See this example (i’ve got MANY more)Surely, Fin should be thought that he is a member of the support team, and when he thinks he should tell the customer to contact support, what he really should do is to assign the conversation to a human and do nothing.  Anyone experience the same issue? Any practical workarounds? What we do now is that we have humans monitoring the Fin inbox and jumping in, making a joke about Fin being a new team member and that he is not that good yet… Obviously not efficient (not to mention that Intercom will still charge us in this case

We were told that Intercom was accessible for screen readers, but in testing them, we are getting errors. In addition, the colors Intercom sets for hover states and some of the text do not have the appropriate color/contrast, and I don't know how to force those colors. there are only two colors I can change in the Intercom settings, but there are many more color combinations that need to be fixed. I tried by doing it in CSS, but the edits are not sticking. We are going live in a few days with a new site and this is throwing a wrench into everything. Help!!

Is there any plan to support RTL in outbound Email templates (and outbound emails in general)?I tried using the RTL tag in HTML but it does not apply/save.

When I post something it used to show up automatically to the users. Now i see that it is getting queued up as messages and the user need to go to the message queue and click on that new message for the post to show up on the portal. Is this something changed in intercom, that changed its behavior? our portal users do not click on messages that often and am afraid they will miss the posts we publish for them. Did someone else see this behavior?

I noticed there were updates to reports as of last night/this morning. Was this announced somewhere and is there documentation about the updates? 

Identical to this issue but with new, Ruby flavor! :I updated the gem and made sure the SDK is set up for the latest version of the API (2.11), but I still get an issue with saving the created contact. I tried pulling the contact by ID, just to be sure it exists before the save. Sure enough, it’s there and in the dashboard but won’t update. Did anyone ever figure out a way around this?I’m using Rails 6.1.4, and the latest Intercom gem.

Dear Intercom team,We are having a problem opening attachment with document type .xlsx. These have been added as described in the unsupported file types. See image,This worked previously, but for some inexplicable reason it no longer works. Can you help us?Groet, Gwendolyn  

How can I adapt the email templates so that emails present correctly in dark mode?

We have created 2 email campaigns/series and we need to link an Unbounce landing page to them. I’m new to this and need suggestions on how to proceed. I reviewed other existing campaigns and I see that the audiences are filtered by creating a tag. I don’t know what to do next. Thanks for your help

We are using the startSurvey method in the intercom/messenger-js-sdk@0.0.6 package to trigger surveys in the app. After calling this method, it takes a delay of 5-7 seconds to call fetch_active_survey. Is there a way to reduce this delay and make it faster so that the survey is visible within 1-2 seconds in our app?

In our intercom test environment we have the same custom attribute “x” on both people and companies to allow us to segment our customers/companies. When i try to create the same in our production env i am able to create the attribute in people, but when i try to create it also for companies i get an error “you can not create the atrribute “x” on companies since this already exists in people? 

Would it be possible to change the waiting on customer status to on hold, and then you have the option of putting waiting on customer as a sub status? instead of having waiting on customer for all the on hold selections. 

Hi Team,I’m Darshan Hiranandani, in the process of migrating our rules for automatically closing conversations) to the new workflow settings. However, I’m having trouble finding an appropriate action to close conversations within the new workflow configuration.Has anyone worked with workflows to automate conversation closures? If so, could you provide guidance on how to set this up or suggest an action that might be used for this purpose?Your insights or suggestions on how to achieve this would be greatly appreciated.Thanks in advance for your help!Best regards,Darshan Hiranandani

Hello,In my workflow, when a contact sends a message, I would like to link the contact to a company and then convert the conversation into a ticket associated with that company. If I understand correctly, as long as the contact is linked to a single company, the ticket should automatically be associated with that company and, consequently, appear in the company's Ticket Portal.Here is my current workflow:Here’s a snippet of my custom action, which is functioning as intended:const contactRequest = await fetch( `https://api.intercom.io/contacts/${req.params.contactid}/companies`, { method: "POST", headers, body: JSON.stringify({ id: companyId }), } );However, even though my contact is correctly linked to the company after the custom action, the ticket is still not being assigned to that company. Do you have any idea why this might be happening? Thank you.