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Help others

Allowing Monitors for Human-Only Teammates (No Fin Requirement)

Hello! 👋 Our Quality Assurance team has a strong focus on manually evaluating conversations handled only by our human teammates. At this time, Monitors will not pull conversations for review unless the following parameter is met:The conversation must

1362

1 day ago

Teresa LaurinNew Participant

Helpdesk

Outages - Unable to Load

Good morning! I have a question regarding the current Messenger outage.Are customers still able to submit support tickets, and if so, do those conversations simply remain in the queue until the outage is resolved? Is there any message displayed to us

191

2 days ago

earsdecorNew Participant

AI Insights

Will AI Become Essential for Online Jewellery Brands?

From virtual styling to personalized product recommendations, AI is reshaping eCommerce. How do you think jewellery brands like Ears Decor can use AI to improve the customer experience? Explore their collections at https://earsdecor.com.

180

2 days ago

earsdecorNew Participant

AI Insights

How Is AI Transforming the Online Jewellery Shopping Experience?

AI is changing how customers discover and buy jewellery through personalized recommendations, virtual try-ons, and smart search. I noticed Ears Decor uses a modern online shopping experience for diamond and gemstone earrings. Do you think AI will bec

200

2 days ago

Cemone JuliesNew Participant

Messenger

The From and Reply‑to fields

Hi there, The new ‘From and Reply‑to’ fields are always visible when you’re writing an email, I’ve noticed this change today, 23 July 2026.Can you please make this a preference so that one can toggle this on/off based on experience. I get that this i

1001

5 days ago

Jörg MalterNew Participant

Messenger

New Link Editor breaks percent-encoded URLs in the URL path

Since today we have noticed that the new link editor automatically modifies URLs when adding or editing links in emails.The issue is that the editor decodes already percent-encoded characters inside the URL path, which changes the actual URL and brea

1231

5 days ago

User2088New Participant

Reporting

Conversation review now opens at the end of the conversation

I review the questions customers ask FIN. At some point in the last 5 days a change was made and now when I view the conversation (from Reports, FIN involved) the convesation automatically goes the bottom and I have to scroll up to the top for every

1101

5 days ago

NickvanVlietNew Participant

Workflows

Phonecall routing

Yesterday and today we experienced two inbound phone calls in a short period where the phonecalls entered the Hold and assign call step and remained In queue.No available teammate was automatically offered the call, even though atleast one teammate

1933

6 days ago

Tom McLeanNew Participant

Mobile SDKs

intercom-ios repo is >3gb to clone

Hi Intercom support,It seems like something quite big was added to the intercom-ios repo on Github, such that cloning the repo is now a >3GB download.(see https://api.github.com/repos/intercom/intercom-ios -- size: 3144481!)SwiftPM does deep clone

660

6 days ago

Natalia_NNew Participant

Knowledge Base

Internal Article Formatting Lost

Hi everyone,I'm hoping someone has run into this before.We're currently migrating our internal Knowledge Base into Intercom for Fin/CoPilot, but we're not manually creating each article in Intercom. Instead, we're uploading our existing documentation

1491

7 days ago

Expert Program Q&A