Intercom Product Area

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.

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 em

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.

We have two Help Centers, one for México and one for Chile:https://ayuda.fintual.mx/es/https://ayuda.fintual.cl/es/The problem is that articles from Chile rank in Google in México and vice versa. How can we make sure the correct article ranks in the corresponding country? From what I´ve read, there is no possibility to implement hreflang tags neither inject code through Google Tag Manager. We still want them indexed in Google so we can also not restrict them to a certain audience. 

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 availabl

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?

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?

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? 

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. 

We setup a regular sync between our IC instance and an external website for industry-specific content/context. Filtered URL's to be specific to the pages we wanted, but it still resulted in nearly 25k+ pages being ingested; many of them were repeats/duplicates.Since then, we've attempted to delete/remove the source from the Knowledge center pages with no success. It appears to still be going through regular syncs of new content and never fully removes it. When asking Fin, they suggested it would require API intervention. Requesting assistance to have it fully removed.  

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

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! 

Hello guys! 😁  I'm starting to work with the reports on my articles, and it would be really helpful to be able to export the data.  Is it possible to export my articles reports? Thank you all for the support. 🙋

We want to export full extracts of our conversations from our workspace - how can I do this?

Just released an app that exports Intercom conversations to styled PDFs — includes metadata, attachments, participant info, and side conversations.It's free: https://www.intercom.com/app-store/?app_package_code=export-conversations-wtc5&search=export%20Here it an example: Happy to hear feedback or feature requests. 

Hi everyone,When support volume suddenly spikes, I’ve noticed it becomes harder to keep response times consistent, even with automation and routing in place. Conversations pile up quickly, and it’s not always clear which steps should be handled automatically versus manually.This came up in a discussion where someone mentioned structuring execution logic outside the main tool, like deltaexector.com, which made me think more broadly about handling load and prioritization. How do you usually manage high-volume periods without sacrificing response quality or burning out the team?Do you lean more on automation, temporary rules, or external helpers to keep things moving smoothly? Would love to hear what’s worked for others.

Hi everyone,If we have an outbound message that was already sent to users and they’ve received it, is there any way to update or change that message for those same users?We tried creating a new version of the outbound message, but it only applies to new users. Users who already received the original message continue to see the old content.Is there any option in Intercom to modify or replace or delete those previously delivered outbound messages?Thanks in advance 🙏

We have one workspace but multiple brands. I’ve been trying to get an answer on this question but the person helping me just stopped replying. And we need to urgently resolve this issue.We want to use app script to forward emails because we have complex filtering requirements. The issue is that when we send it via app script, it goes to the default workspace instead of the brand that’s sending the email. Which also means we are replying back from the wrong email.I tried using the workflow automation to fix this but it will only allow me to set a specific inbox, and while we have brand specific inboxes it doesn’t resolve the actual issue. I don’t see a way to set the brand using workflow automation.An agent told me “If you need the per-brand forwarding address again: edit the brand address → change/disable receiving → choose “Set up forwarding” and the unique @intercom-mail.com for that brand will be shown again so you can copy it, then re‑verify.”However,

Hello all, On behalf of the Access LMS Support team, it would be beneficial to have the following file formats enabled to be used in Attachments on the Intercom Chat window:.mpg, .webm, .webp, .tiff, .docx, .txt, .rtf, .pptx, .ppt This is to ensure our clients will be able to share materials that demonstrate a specific area of the system, in order to facilitate a better and faster service to them.Thank you all in advance!

We are moving our help center from help.tillerhq.com to help.tiller.com. The redirects tool built into Intercom will not allow us to set up redirects if the primary domain is different. See message below that’s disabling the “save changes” button. Is there a way to direct on an article by article basis from the old domain to the new one using our Cloudflare set up or some other tooling?If this isn’t possible it seems like a pretty big flaw on your part,  Intercom. Some of our help center articles bring us a lot of organic search traffic and without being able to redirect those we’re going to lose some of that SEO juice.   

Hello,Currently, our team primarily uses conversations for the majority of our Intercom interactions, and Fin triages all incoming cases first. We would like to create a process wherein any time a conversation is escalated from Fin to a human team, it is also converted to a ticket. This is because our Fin deployment is at a point where if anything is escalated, it is likely complex and will take time to resolve.This doesn’t seem to be possible with existing workflows, since the “convert to ticket” action only works when a customer sends their first message. We also do not want all emails to be converted to tickets - Fin handles both email and chat. The conversion should only happen when there’s an escalation.Has anyone in a similar situation found a good solution to streamline this process?

Hi Intercom Community, i’m having some difficulties creating a product tour. Quick question: Is it possible to create a tooltip in an Intercom product tour that isn’t anchored to a specific element, but still lets users click anywhere on the page to advance the tour? Thanks in advance for your help!