Fin Product Area

Does the Teammate Activity report only include the active status using Intercom Desktop or will it also count the active status using the mobile app? How reliable is the mobile app when it comes to data contribution onto the report generated given the limited features on it?

Hi everyone,I'm trying to implement authentication for the Help Center and ticket portal using JWT, but I'm having trouble finding documentation about what happens after generating the JWT.I already have the JWT generated on my backend, but I can't find clear docs explaining: How to use that JWT to actually log the user into the Help Center How to authenticate them for the ticket/request portal Whether there's a specific endpoint, redirect flow, or client-side method required after obtaining the JWT I also tried following the approach discussed in this community thread, but I couldn't get it to work in my implementation:https://community.intercom.com/settings-security-permissions-22/dynamic-help-center-login-link-11313?tid=11313&fid=22 Most documentation I found explains how to generate the JWT, but not how to complete the login flow with it.Does anyone have: Documentation Example implementations Articles or guides I tried thison how to finish the login process once the JWT

Hey everyone,We’re looking for insights on how to effectively use Intercom’s ticket tracker to manage feature requests and bug reports. Here’s our current setup, and we’d love to hear your thoughts, suggestions, or any case studies from the community!Our Current ApproachWe have a module in our app called "Customer Management," which frequently receives customer requests for enhancements and bug fixes. To streamline tracking, we created a tracker ticket type named "CRM Module Enhancement Requests."Each request is logged as a separate ticket with a specific title, such as:🔹 Customer’s Address adding feature🔹 Customer’s purchase profile Feature🔹 Customer’s Phone Number edit option  Our Goals✅ Identify which modules receive the most customer requests (daily/weekly/monthly)✅ Determine the most frequently requested features within each module✅ Set up reports and charts categorizing requests by business type and feature title, using customer request count as the baseLooking for Suggestions

Our workflows are fully set up in a non‑English language, with auto‑translate turned off. Fin detects the user’s language correctly, and the reply buttons display in the intended language — but the message text itself is being translated into English for the end‑user.From the backend side, the workflow appears completely normal in the language it was created in — the issue occurs only customer‑facing.This issue is currently preventing us from rolling Fin out in all 7 of our support languages, even though we’re very satisfied with Fin’s performance in English so far.Intercom support confirmed our setup is correct and has logged an internal ticket, but priority depends on whether others are affected.Is anyone else experiencing this?Would be great to know if this is impacting other workspaces too.Thanks! 🙏Ticket ID #79157183 

Hey Team,We rely heavily on snoozing as a core part of how we manage high conversation volumes. When there's no pending action on our side, agents are expected to snooze conversations for a few hours so we can keep our views as clean as possible and handle incoming volume more effectively.We also have open conversation limits set per team member and use Balanced assignment — however, one of the challenges we're running into is that agents aren't snoozing consistently. Conversations with no action item on our side are being left open, which blocks Balanced assignment from triggering properly and puts us in a loop of having to manually check that everything is snoozed correctly.Do you have any ideas on how we can address this without requiring a manual action from the agent each time? We're considering leaning more into the Idle status or exploring other options, but would love to hear what's worked for others.On a related note — how do you handle inactive customers? Do you send a follow

I want to be able to use the API to search for conversations with a certain CX score within a particular date range. Can you please add CX score to Accepted-Fields? https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/searchconversations#section/Accepted-Fields

Sometimes a conversation/ticket comes in a way that doesn’t trigger the usual Fin workflow.  Is there a way to assign it to Fin so they can handle it.

B2B SaaS company here. As it stands, when someone wants to add more seats to their shop, they have to chat in, we send them off to their CSM, they add the information to hubspot and send the customer off to finance, and then they send them to dev to add additional seats on the customer’s site.There has to be an automated way to do this, no? I totally welcome all thoughts here. thank you!

Is it possible to add bcc to an outgoing email from Intercom?

We are using the Intercom helpcenter and in the “header” section of the helpcenter, we added a link to a place where customers can login. Aim is that after a succesful login, the visitor creates conversations in the messenger as authenticated (JWT) users.Our problem now is that all the links in the helpcenter have:Target attribute with value “_blank” And rel attributes with value “noopener noreferrer”Is there a way to change this? Reason: I want to use the referer as a callback redirect url after succesful login. By instructing the browser not to add the referer, I cannot do this.  

 This really annoys me;Why can I View and Bulk Edit the Fin Permissions of Articles in the view-all-articles screen, but I cannot view or bulk edit the Visibility Audience of the Article??Also, Why dosen’t Visibility Audience utilise the preset Fin Audiences, which are super useful, I have to manually configure entire collections of articles, the same rule sets each time, if that rule ever updates, I cannot easily find those articles, or edit the rules!Super infuriating, this set up is not a serious help centre for multi-country companies with variations of policy per user group.

Fin autofills ticket descriptions and titles, but in the language of the customer. This is a good feature for customer-facing tickets, but our 2nd line support are only speaking English. We need to be able to set the language of Fin’s auto descriptions. 

Hi everyone,We’re trying to understand how Brand assignment works for WhatsApp conversations in Intercom.Currently we have:2 Brands in our workspace 3 WhatsApp numbers connected to Intercom 2 numbers belong to Brand A 1 number belongs to Brand B Right now, both incoming and outgoing WhatsApp conversations are always assigned to the default Brand, regardless of which WhatsApp number is used.What we would like to achieve is the following:If a conversation is received through WhatsApp number 1 or 2 → it should be assigned to Brand A If a conversation is received through WhatsApp number 3 → it should be assigned to Brand B When an agent starts an outbound WhatsApp conversation and selects a specific sending number, the conversation should automatically inherit the Brand associated with that number.At the moment, all conversations seem to inherit the default Brand instead.Is there a way to configure Intercom so that the Brand is determined by the WhatsApp number used (incoming or outgoing)

Hi Intercom team and community,I’m paginating through a company segment using the /companies endpoint and I’m seeing exact duplicate company records appearing on multiple pages.For example:GET https://api.intercom.io/companies?segment_id=xyz&per_page=60GET https://api.intercom.io/companies?segment_id=xyz&per_page=60&page=2Some of the same company records show up in both the page 1 and page 2 responses. Items are not updated between paginated queries.This makes it difficult to reliably process the full dataset without extra deduplication logic.Is this expected behavior for the Companies API? And is there a recommended way to retrieve a segment’s companies without duplicates across pages?

I just migrated to the new inbox, and it's pretty great so far, but I've not been able to find a way to edit user notes from it. The old inbox had this functionality. Now, I have to open the user's "contacts" profile in a separate tab, and then edit from there. Is this the only way to achieve this? Also, I was hoping with the new inbox there would be a way to delete user notes, but it doesn't seem that functionality has been added. Seems like a real oversight.

Running Zapier from google drive to intercom to add information into user notes, however it will keep piling on instead of editing the existing notes, and it becomes a huge eyesore and can be very confusing to new staff. I have played around but can't find any way to remove a User Note. Any way around this?

How does your team measure Fin AI performance?We're trying to understand how different teams think about this. When you review Fin's performance, what signals do you actually look at?- Resolution rate vs. target- Handoff rate- Reopened conversations- CSAT on Fin interactions- Something else entirely?And when Fin underperforms, how do you diagnose why — do you have a process for that, or is it mostly manual conversation review?Would love to hear how others are approaching this.

When teammates are out of office (planned or unexpectedly), how are you handling their conversations that become unsnoozed? We use the Reassign Replies option to handle customer that reply to conversations assigned to an OOO teammate, but we’re struggling to know what to do with conversations that become unsnoozed without having someone monitor the inbox to keep it tidy.  We don’t want to use a workflow for when a customer has become unresponsive, because sometimes we’re waiting on an update from another team (like engineering). If you have solutions for this problem, too, I’m all ears. Should we do a back office ticket if we are waiting on the engineering team?  Thanks in advance for any suggestions! 

Hi there, We’re currently using DialPad, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

Hi everyone,I’m looking for some guidance on best practices for using Fin with a knowledge base that supports multiple products within the same platform.Our platform now has three core product areas, and we’ve structured our knowledge base to reflect that. Shared tools are documented as a single canonical “source of truth” article, with product specific context pages that explain how that tool behaves within each product and link back to the canonical guide.This hub and spoke structure works well for humans navigating the knowledge base, but I want to make sure Fin is also responding with the correct product context when a customer asks a question. The challenge is that some tools and terminology overlap across products, so if a customer asks about something like the email tool, the correct guidance depends on which product they are using. We want to avoid a situation where Fin surfaces guidance from the wrong product area simply because the terminology is similar. For example, a custo

Hi everyone 👋We’re currently exploring how to automate our carrier loss/damage claims workflow using Fin AI and would really value input from anyone who has implemented something similar.ContextWe manage parcel claims (e.g. Royal Mail and other carriers) on behalf of merchants. Today, this process involves significant manual review, validation, routing, and follow-ups. Our goal is to reduce manual workload while maintaining a strong audit trail and strict compliance with carrier policies.What we’d like to automate: Collect structured claim data (tracking number, order number, carrier, reason, invoice, proof of sale, damage photos, etc.) Validate required fields and supporting documents Dynamically enforce carrier-specific rules (claim windows, liability caps, required evidence) Route complete claims to the right internal team or BPO Automatically follow up if information is missing Provide SLA-based status updates Support appeal flows if claims are rejected We’ve seen exam

We are currently attempting to test deployment of Fin for Zendesk Messaging and are encountering some issues where the Zendesk messaging widget is blank. We have tried multiple audience configurations with no luck.Why is the widget blank despite seemingly meeting the audience conditions and the deployment of Fin being live? Example of a conversation log in Fin of this:   When someone does not match the audience for Fin, shouldn’t they still experience the Zendesk Messenger/AI Bot or are they completely locked out of any messaging experience?

Hi there — I’m wondering if anyone can share best practices for setting expectations in the Messenger that customers are not always in a real-time live chat with a support agent. As many of you probably experience, our agents often help multiple customers at once or may be briefly unavailable. However, some customers assume it’s a live chat and will send repeated messages asking if we’re there if we don’t respond right away. I imagine there must be a good way to set expectations through automated messages or Messenger settings, but I’m not sure where to start. Any suggestions would be greatly appreciated!

Our team hit 71% resolution rate with Fin last month. Looked great on the surface — but when we dug in, we had no idea which topics were dragging it down or what to actually fix.Intercom shows you the overall number but nothing underneath it. No topic breakdown, no trend over time, no way to know if a KB update actually moved the needle.Curious how other teams handle this. Are you exporting conversation data and analyzing manually? Using a third-party tool? Or just accepting the top-line number and moving on?(I've been building something to address exactly this — happy to share early access if there's interest.)