Intercom Product Area

Can I change the default layout of the Help Center? I want to upload my own custom HTML/CSS.

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!

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!

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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,

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!

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 🙏

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! 

 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.  

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. 🙋

first try at a product tour. when i preview the tour, i'm routed to the correct url, i sign into my webb app, but the tour never displays. what newbie goof am i making?

I have successfully been able to integrate Product Tour for most of the platform. However,  have a section within my platform where a workflow needs to be completed by the users.The workflow comprises of 4 steps and it’s a wizard style experience. all the 4 steps have the same URL and just the content on the page changes upon completing a step but the URL remains same.Issue: The pointers which are meant to appear on the step 2 of the workflow appears on the Step 1 itself. The CSS elements are not visible on the Step 1 but still the pointers appear.I have tried attributing the HTML with intercom <div> as well, the buttons are even highlighted in Pink within the tour editor after the attribution. It means the attribution worked, Despite this, the pointers appear on Step 1 instead of Step 2.  

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.

Hey, I am looking to create an internal process for one of our teams based on when a user reaches a point in an outbound messaging series and have hit a wall. In the series I have a message encouraging a customer to book a call, when they get this message, if they haven’t booked I want to trigger an internal process where a member of our team proactively calls the customer. I have added a tag to this message, however I don’t know how to assign a task to my team to do the follow-up action.  Not sure if this can be done via a workflow eg. Person Tagged “X” > Assign To “X Team” > Add Note Can anyone help? 

Hi, I want to grab the #ticket number in my macro so I can use it, but I can’t find it in the existing tokens available.   

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!Is there a way to create a “subject line” for macros? Seems only the email body can be created so I wanted to see if anyone knew if that was possible. Thank you so much, appreciate the help. 

 Hey everyone! We’re using Intercom for both live chat and longer ticket-style support.A challenge we’re facing is that conversations often remain open, but the agent who was handling the chat goes offline (end of shift). In theory someone else could jump in, but in practice each teammate already has a high ticket load, so constant handovers are not realistic.What’s the best practice workflow for this in Intercom?

Hi everyone,I’ve been experimenting with task automation on android and came across an app I found, delta executor for android.The challenge I’m facing is that some automated actions either fail silently or behave inconsistently across different android versions. For example, tasks that run perfectly on one device sometimes crash or don’t trigger at all on another. I’m trying to figure out whether this is related to app permissions, background restrictions, or compatibility with certain android builds.Has anyone else run into similar problems when using third-party automation tools on Android? Are there best practices for debugging or ensuring these apps behave consistently across devices? I’d love to hear what solutions or workarounds people have used.Thanks in advance for any insights!

I currently have a custom workflow where when a conversation is set to Closed that a CSAT survey is sent out.  No problem here.Now I want to instead send out that CSAT survey when a teammate changes the ticket state to Closed. In creating a workflow for this, I have a “If teammate changes the state of a ticket” trigger in there first, but I only want the path to execute if the ticket state becomes Closed.  I tried putting an Apply Rules element into the path, and a rule where the condition is ‘Ticket state is Closed’, but the ‘Ask for Conversation Rating’ action is not available, and the rule requires an action.Can I just add any action, then add the CSAT step, and have the workflow send out the CSAT only when the ticket state is changed to Closed by a teammate?  Or is there a different way this workflow needs to be set up? 

Hello support, We are running into a recurring issue where intercom occasionally drops attachments. We are able to download the attachment only by going to the actual email that’s sent, but not through the intercom app itself. See attached screenshot. The file in this example was 1mb in size. We appreciate any help you can provide.  

How are y’all translating your articles?We just launched a Korean brand, and need our help center translated. I spent some time looking in the new “Knowledge” area, and was very disappointed in the lack of “Copy content to” options, or just duplicating all of the english content into the KR translation as a starting point. Even copy-and-pasting from the backend knowledge area was not usable and scalable for the help center. Am I missing something, or is it really this difficult to copy existing article content into a translation to be translated?