Fin Product Area

Danny bensNew Participant

Product Tour can't continue into a modal that opens on click

When a tour step's "click target" is a button that opens a modal (Radix UI Dialog), the tour doesn't advance into the modal. The next step's target lives inside the modal, but: Clicking the tour tooltip after the modal opens dismisses the modal (treated as outside-click). The modal traps focus / sets pointer-events: none on <body>, which blocks the Intercom tooltip from receiving clicks. Is there a supported way to: Have a tour step target an element inside a modal that opens dynamically, or Pause the tour, let the user open the modal, and resume on a target inside it? Our targets already use data-intercom-target. Tested on the latest Messenger.

2382

How are you using Monitors and Scorecards?

Katee SafferActive User

Analyze Fin

Curious how others are approaching Monitors and scorecards in Intercom since the release. What types of conversations are you flagging? How are you structuring your scorecards? What criteria are you using to evaluate performance? How are you using the results once you have them?What’s been genuinely useful for your team so far?

2901

What is considered a good Fin resolution rate?

KelseaNew Participant

Analyze Fin

Hi! I was wondering if anyone has insight into what a good resolution rate for Fin would be? I know the marketing site for Fin says “Resolve 50% of your support questions instantly” - but is 50% the average that we should resolution rate that we should be seeing? We only just started our trial but are preparing support goals for the quarter and I’m not finding any information about this in the Help Center. I would love to hear Intercom’s thoughts on what they see across their own Fin averages or an average across all companies who use Fin, but it would also be helpful to hear from anyone who may have insight into this for their own company. Thank you!

30275

Ankit2709New Participant

Product Tour pointers not rendering correctly even after Intercom HTML attribution

I have successfully been able to integrate Product Tour for most of the platform. However, have a section within my platform where a workflow needs to be completed by the users.The workflow comprises of 4 steps and it’s a wizard style experience. all the 4 steps have the same URL and just the content on the page changes upon completing a step but the URL remains same.Issue: The pointers which are meant to appear on the step 2 of the workflow appears on the Step 1 itself. The CSS elements are not visible on the Step 1 but still the pointers appear.I have tried attributing the HTML with intercom <div> as well, the buttons are even highlighted in Pink within the tour editor after the attribution. It means the attribution worked, Despite this, the pointers appear on Step 1 instead of Step 2.

10895

How are you making Fin more proactive with session context?

Greg_CNew Participant

Train Fin

I believe Fin is great when it answers from connected docs, but it gets a lot better when it can see what happened before the user opened chat. I am looking at three ways to make it more proactive:page/URL targeting in Workflows event-based triggers and real-time session context written into internal notes The real difference seems to be whether Fin only gets a trigger, or whether it also gets the product activity that explains what the user was actually trying to do.Curious how others here are handling this: Are you using URL rules, events, or session notes? What’s been most effective in practice? Any tips for keeping the thread readable while still giving Fin enough context?

3253

Hide Back Office Tickets from "All" tab

Zoe StevensNew Participant

Helpdesk

There should be a way to separate all back-office tickets from customer-facing conversations in the support queue. Ideally, they would have their own dedicated section in the Intercom dashboard so they don’t appear under the “All” tab, since these are not customer-facing tickets.

3091

Kathleen BuckNew Participant

Confirmation of emails in Intercom through Outlook in outlook outgoing/sent folders

After starting a conversation or sending/responding in an email thread within intercom, is there a way to see it actually in the “sent” folder within outlook? I feel as though I cannot confirm if all my messages are actually being sent or leaving from my email address. I don’t like not being able to access outgoing messages from within outlook if they're sent from intercom but using the same email address..? Does anyone have any insight on this?

9864

Nat NgNew Participant

Redirects and Canonicals help, SEO Site audit

I conducted a site audit of my Help Centre and it returned a lot of redirects and 403s. The 403s I was able to fix. But the redirects and canonicals, I don’t know how to fix.Any help is appreciated.

4514

Assumed resolved conversations often unresolved

Lo WrightNew Participant

Train Fin

At present Fin has a wide gap between confirmed resolved conversations and assumed resolved conversations. Our Help Centre articles are updated, it’s usually regarding more complex or personalised queries. Whilst some of the assumed resolved conversations are resolved, a lot of them are not. Is there a way to add in another follow up from Fin to check the resolution state and thus giving the user more time to respond to these. Moving forward it could be helpful to have inactive conversations to be escalated to a teammate so that the 'Assumed resolution' conversations can be automated within a workflow. From what I’ve been looking into it seems that a workflow on a customer being unresponsive can only start after a teammate reply rather than from a bot reply. When trying to set this up as an Attribute to route assumed resolved conversations to a teammate Fin just seemed to pass conversations along without trying to resolve them first.Any advice here would be appreciated - thank you!

4044

How do I stop Fin from replying to conversations in the email channel if the customer CCs someone else?

Jackson KhanConnector

Train Fin

A customer would reach out about a partnership and our Fin would rightly answer and suggest the customer reach out to partnership@, how sometimes the customers would then CC that email in the current conversation and Fin would not stop replying to both the customer AND someone from our company which looks bad. Is there a way to have Fin stop replying to the conversation if a customer CCs someone else? The only path I can think of is an escalation rule that would route to a human whenever someone asks about ta partnership, so Fin won’t even answer.

3253

Capture feature requests & feedback with Intercom, any experience?

Bryan SchoenmakerNew Participant

Workflows

Using Intercom as a wishlist Our team is looking for a way to collect feature requests and feedback from our users. We have used third-party apps in the past, but we want to stray away from them for a number of reasons. My idea is to use Intercom for this. Our users would be able to select an option 'I have a wish/feature request' and build a workflow around that. My question to the community is: does anyone have experience with this? I am looking for tips, best practices and advice. The most important key points are:Convenience Users should easily drop their ideas with our team Overview Ideas/feedback/requests need to be grouped and segmented Automated Minimal teammate interference. Fin and automations should do all the work Public roadmap and public ideas are not what we're after.Open to your suggestions 😄

3523

MOTA車買取New Participant

The Help Center article discusses the ascending sort function.

I am using a translation tool to write this text.I would like a feature that sorts the Help Center articles in ascending order, from top to bottom, by publication date.The chatbot gave the following response:Currently, there are no plans to implement a feature that automatically displays collections in order of publication date within the Help Center.Currently, the only way to sort items within a collection is by manually rearranging them using drag and drop; automatic sorting (e.g., by publication date) is not possible.

2401

Anthony Miller 2Connector

Messenger Security

FedRamp Compliance

We are starting to sell to a number of customers in the FedRAMP space. Intercom is not currently in the FedRAMP marketplace. Any chance that this will change soon? I really don’t want to switch to a compliant platform, but I know that a direct competitor has a gov cloud version that we could use.

1250

I cannot get fin to detect my fin attributes

Heather WillsonConnector

Test Fin

I have converted my Conversation attributes for issue types to Fin attributes using the UI workflow. I have an “Other” attribute set with the exact wording that Intercom fin suggested in case it couldn’t detect any of the others from my descriptions. I have them enabled for all audiences. I have a very simple workflow that starts with a user typing and branches to Fin answering. The audience is ‘custom → logged in users’. → What brings you here today? Let customer type → Let Fin handle → If escalated show reply time. When I send fin a message it finds the correct articles and guidance, but there’s no indication it’s detecting any of my attributes as the conversation log does not show the event and the attribute is not set on the conversation details panel. I turned on Urgency attributes to see if it would detect those as a test and it is not detecting them until the ticket is closed, which I think defeats the purpose. But at least I can see a log of when it detects it and it’s setting

8084

Michael H18Active User

In the article editor, the image resize tool disallows dimensions from being typed in until an image has first been adjusted using the arrow keys. Is this expected behavior?

Notice that I'm unable to resize this image by entering the new dimensions until I've first selected one of the resize arrows from the toolbar, at which point I'm able to type in the values directly.

3243

Eric GNew Participant

Is it possible to resize images in the knowledge base articles?

3592

Issue: showNewMessage not working after Intercom widget has been opened

Simas SkubutisNew Participant

Messenger

Hello,We’re experiencing an issue when using showNewMessage with a pre-populated message.After the page and the Intercom widget are initialized, we call showNewMessage. However, if the chat widget has been opened and then closed beforehand, the chat opens without the pre-populated message. In contrast, if the widget has not been opened prior to calling showNewMessage, the message is correctly pre-filled and everything works as expected. Could you please help investigate whether this is a known issue and if there is a recommended workaround or planned fix? Thank you for your support!

3372

Auto Translation in Workflows

Chris RichardsNew Participant

Workflows

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

3701

Vanessa_PNew Participant

Messenger

iOS/Apple Icon

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.

3301

Need this View - Mentioned my name + ticket is open

SnapeHeadNew Participant

Helpdesk

Please make this possible.

3562

Casey MaxwellConnector

Publish Preview View for Help Articles

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.

3051

Feature Request: ✨ AI-Powered Semantic Prioritization & Smart Sorting

RoyTop Expert ✨

Helpdesk

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

3301

ToddleNew Participant

Can we use Product Tours with dynamic URLs?

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?

4292

HillaryNew Participant

How can we launch a product tour from a checklist on a unique/dynamic URL?

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

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