Answered

has anybody tried any AI for automated customer service ?

I was trying to use chatGPT for my customer service. When I search GPT in the app store, it looks like there are FederaGPT, Albus, and Aissistant. Has anybody used any of these services? Any comments?

1331

7 hours ago

Krasto MilchevNew Participant

asked in Reporting

Has anyone figured out a way to report on SLA based on Companies?

Turns out a “Company” filter doesn’t work in any of the SLA reports. Leaving you with no way to see the team’s performance for any of your clients. Or any other company related info, such as attributes.I’m surprised a basic report is missing and was wondering if anyone has figured out a way to solve this.

4717

Setting Help Article Permisions per Article / Collection

Richard HarrisNew Participant

asked in Knowledge

We are looking to setup that certain users are only allowed to edit internal help articles but not general public help articles. Currently you can only set permissions for all article editing, not just certain articles or collections. This would allow our support team to update the internal articles they use for supporting end users via Intercom without disrupting the end user help articles carefully crafted by our Marketing Team

452

Danny bensNew Participant

Product Tour can't continue into a modal that opens on click

When a tour step's "click target" is a button that opens a modal (Radix UI Dialog), the tour doesn't advance into the modal. The next step's target lives inside the modal, but: Clicking the tour tooltip after the modal opens dismisses the modal (treated as outside-click). The modal traps focus / sets pointer-events: none on <body>, which blocks the Intercom tooltip from receiving clicks. Is there a supported way to: Have a tour step target an element inside a modal that opens dynamically, or Pause the tour, let the user open the modal, and resume on a target inside it? Our targets already use data-intercom-target. Tested on the latest Messenger.

242

asked in Tips, Tricks and Workarounds

TalesfromthebumpNew Participant

Prevent search engines indexing your Help Center using Cloudfront

I am interested in implementing SEO directives for custom.intercom.help while using cloudfront distribution. Is there a way to configure robots.txt, set X-Robots-Tag headers, or provide APIs to control content behavior?

3676

What is considered a good Fin resolution rate?

KelseaNew Participant

asked in Analyze Fin

Hi! I was wondering if anyone has insight into what a good resolution rate for Fin would be? I know the marketing site for Fin says “Resolve 50% of your support questions instantly” - but is 50% the average that we should resolution rate that we should be seeing? We only just started our trial but are preparing support goals for the quarter and I’m not finding any information about this in the Help Center. I would love to hear Intercom’s thoughts on what they see across their own Fin averages or an average across all companies who use Fin, but it would also be helpful to hear from anyone who may have insight into this for their own company. Thank you!

19956

[BUG] MCP search_articles - Filtering by help center does not work

Liam HarperNew Participant

asked in API & Webhooks

I am using the MCP search_articles here: https://developers.intercom.com/docs/guides/mcp#_-9Currently, help center filtering does not work. I suspect this is because the MCP endpoint uses help_centre_id while the REST API (https://developers.intercom.com/docs/references/rest-api/api.intercom.io/articles/searcharticles) uses help_center_id.This means if I am trying to filter by a specific help center using MCP search_articles this doesn't work and I get articles from all help centers regardless of my filter.I am currently using the REST API as a workaround which does correctly filter by help center.Is it possible that MCP search_articles needs changed to use help_center_id and not help_centre_id?

311

3 days ago

Ankit2709New Participant

Product Tour pointers not rendering correctly even after Intercom HTML attribution

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.

6805

4 days ago

Greg_CNew Participant

How are you making Fin more proactive with session context?

I believe Fin is great when it answers from connected docs, but it gets a lot better when it can see what happened before the user opened chat. I am looking at three ways to make it more proactive:page/URL targeting in Workflows event-based triggers and real-time session context written into internal notes The real difference seems to be whether Fin only gets a trigger, or whether it also gets the product activity that explains what the user was actually trying to do.Curious how others here are handling this: Are you using URL rules, events, or session notes? What’s been most effective in practice? Any tips for keeping the thread readable while still giving Fin enough context?

863

4 days ago

Zoe StevensNew Participant

asked in Inbox

Hide Back Office Tickets from "All" tab

There should be a way to separate all back-office tickets from customer-facing conversations in the support queue. Ideally, they would have their own dedicated section in the Intercom dashboard so they don’t appear under the “All” tab, since these are not customer-facing tickets.

351

asked in Apps & Integrations

Melodie HauckNew Participant

Intercom - Linear integration comments

We’ve recently added the Linear integration with Intercom. In our day to day use of it we have noticed that there does not seem to be a way for any comments from Linear to come appear as notes in Intercom. I understand MCPs are the recommended way to have comments come through, are there any other options to have comments come through? There are hesitations with connecting through MCPs and I’d like to see if there are other options worth exploring. Thanks in advance for any help/advice.

471

arupertNew Participant

Guidance Limitation

Hi All, How do you all work around the guidance limitation of 100 pieces of total guidance? We have the opportunity to consolidate some guidance, but because the bot is used across multiple teams with different workflows and channels, this limitation will hamper us. Is there a way to increase the limit? What alternatives do y’all use to guidance to achieve the same outcome? How many pieces of guidance do y’all have? Thanks!Afton

361

How do I change the preview line in an email?

Jessica CastanuelaNew Participant

asked in Customer FAQ

Hello! Is it possible to create a custom preview line when composing an email that will show up in customer’s inboxes? I would like to edit this first line of text you see in your inbox next to the subject line to be different from the very first line of the actual email body’s text.

125114

No webhook when a new conversation is created on Intercom Inbox

Andrii FedykActive User

asked in API & Webhooks

Intercom has multiple conversation-related webhooks.When a new conversation is created in the Intercom Inbox, the `conversation.*` topics are not triggered.Below the screenshots on how a new conversation is created. Thanks for help!

371

asked in Support Operations

Carolina GallonNew Participant

Cancel my intercom membership

Hey there is no button to cancel my subscription and no one in the chat is helping me, could you give me a hand?

271

Kathleen BuckNew Participant

Confirmation of emails in Intercom through Outlook in outlook outgoing/sent folders

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?

6224

Redirects and Canonicals help, SEO Site audit

Nat NgNew Participant

asked in Knowledge

I conducted a site audit of my Help Centre and it returned a lot of redirects and 403s. The 403s I was able to fix. But the redirects and canonicals, I don’t know how to fix.Any help is appreciated.

2894

6 days ago

Lo WrightNew Participant

Assumed resolved conversations often unresolved

At present Fin has a wide gap between confirmed resolved conversations and assumed resolved conversations. Our Help Centre articles are updated, it’s usually regarding more complex or personalised queries. Whilst some of the assumed resolved conversations are resolved, a lot of them are not. Is there a way to add in another follow up from Fin to check the resolution state and thus giving the user more time to respond to these. Moving forward it could be helpful to have inactive conversations to be escalated to a teammate so that the 'Assumed resolution' conversations can be automated within a workflow. From what I’ve been looking into it seems that a workflow on a customer being unresponsive can only start after a teammate reply rather than from a bot reply. When trying to set this up as an Attribute to route assumed resolved conversations to a teammate Fin just seemed to pass conversations along without trying to resolve them first.Any advice here would be appreciated - thank you!

1304

8 days ago

LouiseKleinNew Participant

asked in Inbox

Conversation Tags Update Adds Friction

I wanted to flag some feedback on the recent change to the Intercom tagging system (rolled out this past weekend), as it's slowed down our tagging workflow noticeably.Previous behavior: Typing a partial tag would surface a matching suggestion, which we could select and confirm by pressing Enter. This made tagging very fast.Current behavior: Partial matches no longer trigger suggestions — the full tag has to be typed or pasted before it appears. Additionally, the Enter key no longer confirms the selection; it now requires manually ticking the checkbox with the mouse.Together, these two changes have added meaningful friction to a high-frequency action. Would it be possible to restore the partial-match autocomplete and Enter-to-confirm behavior, or is there a setting we may have missed?

673

8 days ago

Julie EdwardsNew Participant

asked in Apps & Integrations

Private Statuspage Intercom Integration?

We just signed up for statuspage and would like to keep our statuspage private and only expose it to users in the messenger. It looks like the integration only supports public pages. Does anyone know of a workaround?

683

Jackson KhanConnector

How do I stop Fin from replying to conversations in the email channel if the customer CCs someone else?

A customer would reach out about a partnership and our Fin would rightly answer and suggest the customer reach out to partnership@, how sometimes the customers would then CC that email in the current conversation and Fin would not stop replying to both the customer AND someone from our company which looks bad. Is there a way to have Fin stop replying to the conversation if a customer CCs someone else? The only path I can think of is an escalation rule that would route to a human whenever someone asks about ta partnership, so Fin won’t even answer.

833

Nathaniel UrquiaNew Participant

Ability to Export Guidance

Ability to Export Guidance. Manually gathering guidance from 7 workspaces is too time consuming.

4133

asked in Workflows & Automations

Bryan SchoenmakerNew Participant

Capture feature requests & feedback with Intercom, any experience?

Using Intercom as a wishlist Our team is looking for a way to collect feature requests and feedback from our users. We have used third-party apps in the past, but we want to stray away from them for a number of reasons. My idea is to use Intercom for this. Our users would be able to select an option 'I have a wish/feature request' and build a workflow around that. My question to the community is: does anyone have experience with this? I am looking for tips, best practices and advice. The most important key points are:Convenience Users should easily drop their ideas with our team Overview Ideas/feedback/requests need to be grouped and segmented Automated Minimal teammate interference. Fin and automations should do all the work Public roadmap and public ideas are not what we're after.Open to your suggestions 😄

1023

The Help Center article discusses the ascending sort function.

MOTA車買取New Participant

asked in Knowledge

I am using a translation tool to write this text.I would like a feature that sorts the Help Center articles in ascending order, from top to bottom, by publication date.The chatbot gave the following response:Currently, there are no plans to implement a feature that automatically displays collections in order of publication date within the Help Center.Currently, the only way to sort items within a collection is by manually rearranging them using drag and drop; automatic sorting (e.g., by publication date) is not possible.

421