Fin Product Area

I want to be able to check if making a change to content will improve Fin’s answer to a question without first having to publish it. Is there anyway to do this? 

The article page needs to support full markdown syntax because without it, all articles copied from markdown become very messy, requiring every line to be adjusted, which is very labor-intensive. Therefore, support for full markdown syntax is needed. This should not be a very complex task, and we hope it can be supported. We have hundreds of articles that need to be uploaded, and this is too exhausting.

I just published a new Support Stack Solo episode showing how I built my first Fin Procedure inside Intercom.Instead of just answering questions, this procedure turns Fin into a qualification concierge for my website. It asks a few questions, stores attributes, scores the lead, and routes them to the right next step.If you're experimenting with Fin Procedures or AI workflows, this is a practical walkthrough of the full setup (including what broke during testing).Watch it here: Support Stack Solo E03: How to Build a Fin Procedure in Intercom (Real Qualification Concierge)

How can I add tables to the chatbox? If I try to copy a table and paste it on the chat it was just plain text without a table. Can this be resolved?

When messages are sent via email, any signature footers (particularly complex HTML signatures) cause a lot of unnecessary bloat. Appreciate the reasons for not rendering the HTML, however ideally we'd like to strip out the footer but still be able to access it when viewing the "raw email". There are a couple of open source projects that aim to facilitate removing signatures:https://github.com/mailgun/talon/p>https://github.com/Smile-SA/signatureremover/p> Would this be a feature that Intercom is considering/would consider adding? 

 I’d like to request assistance with turning off the image replies feature for our Fin AI Agent. Currently, Fin automatically includes up to three relevant images/GIFs from our support content in its responses, but we'd prefer to have text-only replies.I understand this isn't a self-serve setting and requires support assistance to disable. Could someone help us turn off this feature for our workspace?Thanks for your help! 

Fin Voice: Option to view what document or guidance the Fin Voice is using when answer the clients inquiry (same with email and chat). 

Ability to Rearrange Guidance. Make this section movable. This will help us Manage the old and new guidance better.  Put an alphabetical option Include created by date or by person for better visibility (aside from change log) but change logs disappears. Ability to rearrange by drag and drop so that we can make related guidance close enough for visual control.

Is there a way that FIN can be instructed to go to certain "Paths" within the workflow or it's just a dead-end when we let FIN handle it?  I noticed that when a user goes into the “Let FIN handle” node, there is no way out. The only option is to escalate/hand it over to a human agent. 

Hi intercom supporters,We’re facing an UI issue related to the send button in the chat window. This only happens on iOS 26, and does not not happen on iOS versions below 26. You guys can take a look on the attaching image below. we’re using "@intercom/intercom-react-native": "^8.7.0", we also have tried upgrading to the latest version which is 9.4.0 but it’s not working, the issue is still there.Please help us take a look on this issue and let us know if we can provide you further information. Thank you so much.  

Hi everyone / Intercom Team,I’m reporting a persistent issue regarding our workspace login process. Since last Saturday, several of our customer support agents have been unable to log in because the verification codes (OTP) are never delivered to our email addres.Problem Details: Issue: Verification codes for 2FA/Login are not arriving. Affected Users: Multiple support executives/agents. Duration: Ongoing since Saturday  Troubleshooting already done: Checked Spam/Junk folders (nothing there). Tried "Resend Code" multiple times with no success. This is significantly impacting our response times as a portion of our team is completely locked out of the platform.Is anyone else experiencing delays with Intercom’s emails? If there’s a known outage or a specific workaround we should try, please let us know as soon as possible. Thanks in advance for the help!

I was looking at functionality which points out and flags potential duplicate conversations and I was wondering if it was possible to either..Extend its existing functionality to do other arbitrary things (like tagging/closing conversations, sending webhooks, etc..). Maybe Intercom provides an interface or API to do this though I haven’t seen it. Reproduce this duplicate conversation flagging behavior without necessarily having direct access to Intercom’s own implementation (unless Intercom is willing to provide access to this). I’m guessing there might be a set of APIs that could make this possible but using them might introduce delays in the system that could result in unattended side-effects/race conditions.

Hello everyone,I would like to ask for your support and ideas to help resolve an issue I have been facing for some time regarding our service SLAs.We currently work with different SLAs depending on the type of request. In many cases, a ticket that starts as a general inquiry ends up becoming an error or incident, so I need to change the SLA to the one applied to errors, since it allows more time for resolution.However, in the SLA configuration, I set the system to disregard the time when the ticket is snoozed or waiting for the customer. The issue arises at the moment I change the SLA to another one: the period that was previously disregarded while the ticket was paused is no longer excluded in the new SLA. Instead, the system starts counting from the original opening date without applying any discount for the paused time.This has a direct impact on our reports, as it makes the SLA appear much more delayed than it actually is. It also reduces the available time to handle the ticket pro

Hi there, We’re currently using another provider, 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?

Hello Team, Can you take a look “Why changes in workflow and other settings (banners) won't show on Change Log Section?”Snippets = is okGuidance = is okuser settings = is okWorkflow = NoOutbound banners = NoReally important for us. Easier to check and do audits this that way. 

Simply put with Intercom how can you create a method for a visitor to make a callback request?I know you can add Request a callback in a Phone workflow, how can I do it within Messenger?Thanks in advanced :)

Hello Support, We have run into a recurring issue where customer company names are not being auto-filled in the drop-down box at the top of tickets, despite the ticket having a “Company details” association in the side menu. It seems like the problem is Intercom automatically associating our own company with the ticket, causing two values to appear in the company drop-down box, meaning none of them get selected by default. Is this expected behavior, and is there a solution / workaround to prevent this from happening? 

Hello - I want to connect FIN AI to my status page that is hosted on Atlassian. For this im using, I plan on using the Procedures feature and create a new connector.I need to make an API connection to a specific endpoint from Atlassian - does anyone has any recommendation on which endpoint I could use from Atlassian? Does anyone has the same setup. Any guidance is much appreciated. Thanks

 In Ep. 11 of Support Stack, Gabriela Passeri (Knowledge Manager at AutoDS) walks through how they made Fin actually understand their product.Their key move was to build internal, Fin-enabled glossaries mapping customer language to product terminology. Including synonyms, “avoid confusion with”, and even UI layout guidance.Super practical and very applicable if you have a complex B2B SaaS product with integrations!Full episode: I really hope it helps! 

It would be great if it were possible to download an email distribution list BEFORE sending the email. The preview doesn’t really help if you’re trying to be sure who all the recipients are. This goes beyond if the users are subscribed or not, it would be very helpful to verify the filters are correct and that all the expected recipients are included. 

Hi all! Long-time listener, first-time caller 🙃I’m Eamon, and I lead Customer Ops at Playground. We’re exploring expanding our support channels to include video calls (e.g. Zoom).We serve daycare providers, who are often short on time and not always deeply tech-proficient. We’re thinking video could be a more effective way to handle “How do I…?” questions - offering a more immersive, high-touch experience that helps them get unstuck quickly.I’d love to hear from anyone who has rolled out higher-touch channels like phone or video: What worked well? What didn’t? Anything you’d do differently? How did you position it alongside chat/email? If you’ve had success here, I’d really appreciate the chance to learn from you. Thanks in advance!

Hi All, We are attempting to use the Fin overlay on Zendesk Messaging. During several live deployment tests, we found that a quarter of our users are showing as ‘unrecognized’ which creates a duplicate profile in Zendesk. This wasn’t a problem when using Zendesk Messaging independently (no Fin overlay) We haven’t changed anything with our Zendesk Messaging widget authentication (JWT) Example code was reviewed and found to be functioning correctly per Fin and Zendesk SupportHas anyone else faced this issue and found a resolution? The duplicate profiles cause more work for agents to merge and impact our reporting if the profiles aren’t tied together. Thanks!

Just released Conversation Metrics — an app that brings per-conversation performance stats into your Intercom inbox sidebar:First agent response time Median agent response time Time to assignment Customer avg response time Longest wait (with snippet showing where the delay happened) Snooze analytics (who snoozed, how many times, total duration) Time to close Message count ReopensHere's what it looks like:  It's free and available on Intercom AppStore: https://www.intercom.com/app-store/?app_package_code=conversation-metrics-vvnbHappy to hear feedback or feature requests.

Hello all,Could I ask, please, what is the maximum file size allowed for Attachments on the Chats in Intercom? It's important to know, as some file sizes may go up to 1GB in size that our clients may need to attach. Thank you all in advance!

The author profile pictures are automatically added to every Help Center article, but only the images manually added to the articles allow alt text attributes. This means that every HC article has always at least one image missing alt text. How can this be resolved in order to improve accessibility of articles? Thank you!