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Help others

Fin AI Preview doesn't match live behavior

Hi all, we’re pretty new to Fin AI & chatbot setup in general, so we might be missing something, however, I’m seeing massive differences in how Fin responds to questions in the Preview environment versus the actual live environment on our website.As an example – one of our users asked a fairly basic question about our service, and Fin AI responded with “Sorry, I couldn’t find information related to your question.” However, when I pasted the same question into the Fin AI preview (logged in as an organizational user within the Intercom admin dashboard), it returned a comprehensive response and fully answered the user’s question.Currently, we have Fin AI enabled for all Users, Leads, and Visitors via Intercom Messenger only, and have it trained on all of our published support articles, as prompted via the Simple Deploy process.I’ve scoured all available Fin AI settings within Intercom to no avail, and I’m not able to find another community thread about this topic. Can anyone offer me

4 hours ago

TusFacturasAPPNew Participant

Knowledge

Articles: Allow to exclude page for indexing & remove automatic links

I want to suggest a 2 features to articles: 1. A checkbox that allow us to exclude a single page for indexing. Ex: pages with contact information. Those pages should be in help center and also be available for FIN, but not for bots. With a single disallow to be added in the robots.txt is enough.2. If you type an email or a URL, and you don't link it, when you save it's linked automatically and if you want these information to be excluded for crawlers you can't.

18 hours ago

Lihini SenanayakeNew Participant

Messenger

Intercom takes too long to load when booted with user details

Hi,In our application, we initialize Intercom on page load. When user logs in, we shutdown the existing Intercom instance and boot again with user details. The messenger is loaded through a custom launcher. When the messenger show() is triggered, it seems the messenger doesn't even begin to load for quite some time as seen from the Network tab in dev tools. This makes it looks like as if the customer support chat is not working in our application, which is frustrating. Could you please help us debug this issue? We use the @intercom/messenger-js-sdk package.

20 hours ago

Kevin 3PMercuryNew Participant

Inbox

Copying Ticket Text Selection

Whenever I select text from a ticket comment, no matter how I copy (ctrl+c or right click), the entire message gets copied instead of the selected text.Anyone else experience this and have a solution?

352

1 day ago

AnissaNew Participant

Inbox

Isolate unread messages

I would like to be able to see only “new” messages from clients like a filter “read” and “unread”. Is it possible ? Thank you!

131

1 day ago

Taylor RexrodeNew Participant

Workflows & Automations

Mark A Ticket Resolved, New Replies Create New Ticket

My team and I are working on creating a workflow where users/leads can send us emails that convert to tickets and then once we mark those tickets as Resolved, any replies back from the customer on that email thread create a new ticket. Any thoughts on how to accomplish this?

191

1 day ago

matt_reilly_fundriseNew Participant

Mobile SDKs

iOS SDK 19.2.1 crashes for some users

We are seeing quite a few crashes for the latest Intercom SDK. Older SDKs do not crash. OS Version: iOS 26.0.1 (23A355)Report Version: 104Exception Type: EXC_BREAKPOINT (SIGTRAP)Exception Codes: 0 at 0x00000001077393e8Crashed Thread: 0Application Specific Information:Exception 6, Code 1, Subcode 4419982312Thread 0 Crashed:0 Intercom 0x1077393e8 ListBlockView.configure1 Intercom 0x107738d40 ListBlockView.init2 Intercom 0x10773f1c0 closure in BlockViewFactory.getViewsForBlocks3 Intercom 0x10773efc4 BlockViewFactory.getViewsForBlocks4 Intercom 0x1077432cc BlockPartView.addBlocks5 Intercom 0x107744a3c BlockPartView.configureLayout6 Intercom 0x10774ec1c PartViewFactory.getView7 Intercom 0x107754034 ConversationCellViewFactory.getV

1 day ago

AudreyNew Participant

Analyze Fin

How do you handle Fin negative ratings?

Whenever Fin receives a negative rating from a customer, I review the conversation and decide if perhaps it should be escalated to a human, or make improvements to our content. Are there any suggestions for automating this process? Or reports that tell us why there was a DSAT rating specifically (outside of the CX score)? Or perhaps a section in Optimize that will show us content suggestions specifically linked to a DSAT outcome?

221

1 day ago

Anna AhnNew Participant

Mobile SDKs

Can't close pinned articles from landing page on iOS

On the intercom landing page, we have some pinned articles. If you open the pinned article, and try to tap the "X" button, it will not close the article. However, swiping down will still allow you to close that article. This behavior only occurs on iOS - it does not occur on Android.Some notes:If you go from the landing page and select the "Help" to go to the collection of articles (rather than the pinned article on the landing page), then those articles CAN be closed via the "X" button. This behavior occurred on the latest react native SDK version, 19.1.2 We checked and found we had to regress to 19.0.3 to resolve the problem - however we cannot use this older version, otherwise we will lose the iOS 26 changes.

413

1 day ago

Adrián Toporcer KorecNew Participant

Inbox

Why isn't it possible to sort by certain Inbox columns and/or change their position on the list?

The Inbox list can be sorted (in ascending or descending order) by some colums but not others (e.g. Company, Ticket Type, Team). I was wondering whether there’s a reasoning behind such discrepancy. Additionally, I’m unable to change the position of the User column, which always sits at the left-most position on the list, despite being of little interest to us, while I can freely reorder any other column.

191

2 days ago

Expert Program Q&A