Intercom Product Area

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.

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!

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

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? 

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.

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

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

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?