Fin Product Area

We utilise auto translate in workflows, and on welcome, we share a message and offer the visitor options to select based on why they contact us, these selections in turn determine the path of the flow that is followed.  The issue is, The welcome message itself is sent in the detected language (browser or location, however this is being picked up), but, the choices (buttons) are displayed in the workspace default language, which is English. This means that we are contacted from say a Spanish or German customer, we send a localised welcome message, and present the options in English, this makes no sense.  Other than setting up individual workflows per language, is there a way to resolve this, if not, I would suggest that the same logic is followed for button translation and those are sent in the same language as the welcome message at the very least.  From research, the button translation comes once the language attribute is “locked in” by FIN, but that doesn’t seem to make much sense to

It appears that the Apple icon on users’ messages has now been switched to a phone symbol; Android remains the same. Is this a glitch or a permanent change? Just checking, as the Apple symbol was helpful in quickly recognizing the OS of our users. 

Please make this possible.

It would be very helpful to be able to open a preview view of an article before pushing publish, just to be able to check formatting, spacing, etc.While I know the Intercom editor is set up to be WYSIWYG, it still is slightly different because you don’t have the interactive Table of Contents in the draft editor, the spacing is sometimes slightly different, and you can’t see how the breadcrumbs across the top will populate. Nor do you get a picture of what the final URL will be, which relates to this similar request: Draft View or Preview View of Help Articles.  

Hi Intercom Team 👋🇬🇧, ℹ️ Feature Request: ✨ AI-Powered Semantic Prioritization & Smart Sorting 🤯 The Problem: Chronological BottlenecksCurrently, conversation sorting is limited to chronological or rigid SLA-based metrics (e.g., "Last activity" or "Next SLA"). In a high-volume environment with 30-40 open chats, this "dumb" sorting treats a simple "Thank you" with the same urgency as a "System Down" emergency. Agents waste significant mental energy manually triaging lists to find critical issues, leading to burnout and delayed responses for high-value customers. ✍️ The Solution: Semantic AI SortingWe propose adding a ✨ AI Priority sorting option to the conversation management dropdown. This feature would utilize a "Middleware Triage" to analyze the intent and sentiment of every incoming message in real-time. 😇 Dynamic Triage: The AI automatically identifies and bubbles up frustrated users or high-intent leads (e.g., "Payment failed" vs. "Just checking in").✅ Seamless Integratio

We have unique URLs for every page for a user. For example, User A home page URL is: toddleapp.com/platform/32476/unitPlansUser B home page URL is: toddleapp.com/platform/99172/unitPlans Will product tour work here?

I’m trying to setup an onboarding checklist in which multiple steps will launch product tours. I have the first step setup and functioning fine, but the subsequent steps/product tours I cannot seem to configure to launch when/where it is needed. Here’s the issue:Our customer’s URLs are : subdomain.domain.com …..When a customer creates their account and logs in for the first time, they are brought to their homepage. The checklist appears and the first item in the checklist launches a product tour on that page. There’s no dynamic aspect to that URL, so we can simply setup the “Use your tour everywhere” setting to use {subdomain}.domain.comThat tour has them create a case/project in their dashboard, which generates a new page/URL. The issue arises here, because that URL is different every time, for every user, however, the URL itself is not unique to a user, meaning any user in that dashboard (which there are typically multiple) can access that case/project/URL. The URL ends up being some

Hey all,Fin just let me know that data connector fields can’t really be used in a workflow- only through a procedure. I can run the data connector function through a workflow, but then I can’t actually access any of the fields that data connector found to further the conversation. The answer Fin gave me is that this can only be accessed via a procedure.Is this the case? If so, I don’t understand why this functionality would be locked behind Fin procedures- there’s nothing fancy going on with this API call that requires AI.   

Hi, Presuming this is not possible but it doesn’t hurt to ask! We currently have 2 separate websites set up with the same messenger brand, same workflows etc. However, in the near future, we need to change the messenger brand on site A. Once this is done, it means any conversations started on the Site A messenger will not be visible if the customer clicks on to site B mid-converstion, and vice versa. Does anyone know of any way around this? We want the actual messenger experience to be seamless, it’s just the branding that needs to be different.

I’m using series to promote webinars / events. Such a series won’t be relevant after a specific date. I can set a date to stop a single email or post from being sent out, but not pause a series? Please provide this feature so that I don’t send outdated information out to customers if I forget to manually pause a series.

Right now, the ‘Call missed by …’ detail only shows in the conversation event log (when enabled), but it can’t be used as a reporting dimension.Please add a reporting attribute so we can chart ‘missed by teammate’ and see how many calls each teammate missed in a period (e.g., this day, week etc), instead of it looking like the person who answered missed them.Currently if i use the reporting metric “Team Missed Call Count” then use any of the graphs other than “KPI” it is listing the person who answered the phone call as the person who had missed the calls on its way to that person.

In the instance where you have resolved a clients original question, and they reopen the ticket after a number of days/weeks with an unrelated query, what is the most efficient way (least number of clicks/typing) to take their latest query and have this log separately?The advice from before () seems outdated as Linked tickets are now grouped into Tracker, Back-office, or Side, which this doesn’t seem to cover (unless I’m misunderstanding the use cases).Thanks!

Has anyone experienced different responses when using batch test over preview? I feel like it does not have access to my full configuration like its persona. For example, I have renamed my Agent, but it will still refer to itself as Fin.

We're using the Fin AI Agent on a Shopify store with only light integration to Zendesk (mostly using Fin to handle customer questions about our site, products, and policies via chat—no complex workflows or heavy ticketing yet). We have thousands of products in our catalog, and Fin keeps randomly suggesting or highlighting specific ones (e.g., naming a particular brand/model like "Check out the XYZ-5000" or "Look at this popular option from Brand A") while completely ignoring hundreds of other equally comparable alternatives. This leads to unbalanced, unintended recommendations that we don't want at all. I’d rather have them do their own search than be directed to several random options vs. the hundreds fully available, FAILED  I've tried instructing "Guidance" not to do this in every possible way to block this:Strong overrides like "CRITICAL RULE - OVERRIDE ALL OTHER INSTRUCTIONS: NEVER mention/recommend..." Direct "YOU MUST..." commands with ALL CAPS emphasis Concrete examples of acce

Hello team,Do Intercom have to option to change the sound for the ring when receiving the phone calls?Thank you

Android devices always shows France language at the title of Help Center Collection although I have changed to English by updateUser, all content change to English correctly. 

How can I set up the Product Tour where it only happens on 1 page?I’ve set up the Product Tour where it should only appear on a specific URL, however, in the preview, I noticed it starts in other pages even after I finish the entire tour or skip it from the previous page. It seems to start with every new page I navigate to.  

Hey, we have a React Native app that uses Intercom via RN package. I can’t seem to press the top right X button to close the survey when viewing the survey from a customer demo account. Any ideas? Thanks!

Hello! I’ve noticed that when a customer replies to a ticket, that the status will remain Resolved for instance. Shouldn’t the status change back to In progress perhaps? 

Hi community 👋Has anyone found an effective way to handle customers who open a conversation by simply typing “agent”, without giving Fin / the AI Agent a chance to help?I’ve tried:general guidance encouraging self-serve first (minimal impact), and enabling “Set expectations for human support”, which unlocks “Ask for information before handover.” However, in our case the bot does ask a follow-up question, but then hands off to a human agent before waiting for the customer’s reply.What I’m looking for is a smarter approach (likely via guidance/behavior rules) where, when someone just types “agent” up front, the bot:probes for key details first, attempts to answer appropriately, and only escalates if it can’t be resolved.Any best practices, example setups, or wording that’s worked well for you would be hugely appreciated 🙏🏼

I connected a new feature that became available for the account. However, I cannot disable it; there was no warning about a large payment amount, and I thought there were limits on the number of chats for analytics, but it turns out there is no limit and funds are just being charged continuously. I have already created 4 requests in the chat, but in 4 days, none have received a response or connected me with a specialist.

Hello!I´m experiencing the following issue. When I send a message, or reply to a message to certain Instagram accounts (only happens with IG), sometimes that message is sent 1 or 2 extra times. This represents a very poor experience for our clients and is very confusing and annoying when having a conversation.Hope someone can help.

The email composer/reply pane is too small.FinAI acknowledges that, as of Feb 2026, “The email composer in Intercom doesn't have a built-in option to resize or make the composition pane larger within a thread. The composer size is fixed in the interface.” It is especially limiting if you add screenshots, or have a long reply to review before sending to a customer.It would be more helpful if you could do a pop-out window for composing an email reply to a thread, thanks.

Currently the subject for the ticket notification is seen  as the first message in the coversation on the ticket which is ‘Create a ticket’.

At the moment, it is not possible to merge tickets that originated via email or messenger with tickets created from a phone call.In practice, many of our customers follow up on the same issue across multiple channels. Not being able to consolidate this information into a single ticket makes handling these cases unnecessarily cumbersome and error-prone.We consider this a significant limitation and would strongly appreciate support for merging these tickets across channels.