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Our company offers software which contains databases our end users need for their work. The databases sometimes use difficult terminology that is hard to interpret for our users. In an attempt to improve the ‘readability’ of the databases, I have recently uploaded a bunch of ‘metadata’ associated with the most used databases in our software - breaking FIN as a result.Prior to starting the upload December 2025, I had contact multiple times with my Intercom account manager to determine the ‘optimal’ way to upload a large amount of qualitative (text) data to Intercom. The data on our end originally is stored in JSON format - a format we can’t directly upload directly to Intercom. After some discussions, we opted to split the JSON file into smaller .txt files, which we manually uploaded as ‘snippets’ to Intercom. We have spent a considerable amount of time setting this up. Now the system is ‘stuck’ since Christmas 2025, with no viable solution yet in place. No new content we upload is inge

How do you all tie your CSAT reporting together? We use Fin along with Zendesk and house data externally in Domo. It doesn’t appear possible to send Fin CSAT over in the Zendesk ticket that is created for tracking, and it looks like our only option is manually exporting CSAT CSV’s and then importing that into Domo. Is this correct?Are there any better solutions?

I want to connect the Twitter channel with Intercome, but we need to see how it will happenhow the massaging appearhow will it reflect on the reportcan I send or receive massaging from it or not 

Hi Team,I’m Prakash Hinduja, a consultant and advisor based in Geneva, Switzerland (Swiss) , specializing in crypto, renewable energy, and gold investment. I’m currently looking to integrate the Intercom Messenger on my website to improve customer engagement.I’d love to hear from anyone who has experience with this. RegardsPrakash Hinduja Geneva, Switzerland  

 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 team,I'm looking to upgrade @intercom/messenger-js-sdk from 0.0.13 to 0.0.18 in our Angular application, but I can't find a changelog or release notes anywhere.The npm package doesn't link to a public GitHub repository, and there's no CHANGELOG.md in the package.Could you please:Publish a changelog for the SDK (even just in the README)? Or point me to where release notes are documented?This would help developers assess upgrade risk and understand new features. I've done a diff and can see additions like hideNotifications() and whoami(), but official documentation would be appreciated.Thanks!

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.  

We want to add a note to an Intercom conversation but without impersonating an existing admin user. The API docs suggest that to reply with a note, you need:message_type: note type: admin an admin_idWe’re triggering this from within our app and, under certain conditions, want to programmatically append additional context as an internal note. If there’s another way to attach context to a conversation, that could also work.Ideally, we’d post on behalf of a bot or app, but I can’t find anything in the docs that supports this. Impersonating a user feels like a security risk, and creating a dedicated seat for this purpose introduces its own concerns.Is there a recommended pattern for handling this?

I'm looking for a streamlined QA process for managing Fin’s performance as a one-woman team. Would love some suggestions for best practices for maintaining quality without getting overwhelmed with all the reports and data Intercom provides for Fin performance.

Hi Community 👋We’re currently doing a large cleanup of our Intercom workspace — workflows, macros, tags, attributes, reports, roles, permissions, etc. — and we’ve run into a major limitation regarding report access for Admins.Even as Workspace Admins, we cannot see, edit, or delete all reports. Access is limited to only those reports explicitly shared with us. This creates challenges when trying to maintain workspace. For example, if we want to remove or archive a tag or attribute, Intercom blocks the action if it’s used in a report we don’t have access to. That forces us to track down the report owner, request full access, and wait for them to respond — which can take days.The situation becomes even more complicated when report owners are on maternity/paternity leave or long-term leave. Support has informed us that they cannot delete these reports on our behalf, leaving us effectively blocked from cleaning up parts of the workspace.We actually submitted this as a feature request to P

Hello, according to FIN there is no way to merge conversation besides using the UI. Can you confirm if this is true? Merging conversations via api is a crucial part of our workflow. 

Hi guys, I’m wondering if agents can send our customers a calendar feature for them to book a onboarding call but something that’s built in Intercom rather than a external calendar app, I haven’t seen it yet, is there such a feature already?Thank you in advance 

Hi,Could someone help me confirm whether I’m using the Intercom report correctly?For one of our clients, we need to generate a weekly report and track ticket follow-ups. Currently, the report only includes tickets that were created during that specific week. However, if I’m waiting for a customer’s response and the conversation is closed the following week, it doesn’t appear in the report.Is there a way to include these tickets in the follow-up, or am I missing a setting in the report?Any guidance would be greatly appreciated 😊Thank you!

It would be extremely helpful if agents could give Fin instructions directly inside an ongoing conversation, without having to update global content or wait for retraining.ExampleAn agent could write internal instructions like:    •    updated information    •    temporary notes    •    clarifications    •    corrections…and Fin would immediately apply these instructions and continue the conversation with the customer using the updated information.Why this matters    •    Allows quick corrections when Fin is about to provide wrong or outdated information    •    Enables real-time steering of AI responses without agent replies    •    Especially useful for temporary changes (e.g. delivery delays, special cases, exceptions)This would make Fin far more flexible and safer to use in live support situations.

The Jira Cloud–Intercom integration was originally set up by a user who has since been deactivated. As a result, the connection between Jira and Intercom is now broken.How can we restore the integration when the original installing user is no longer active?Reinstalling the integration using a service account may risk losing existing conversations, so we want to avoid that if possible.Can the Intercom Support team assist with safely restoring the connection without data loss?

There’s a ‘Give Feedback’ button above and a ‘Feedback’ button to the right. Why 2? 

When we receive a new ticket by email it only shows the email and the status of this ticket, but not the title or description or any other attribute set, so it's hard to follow and reply to, unless you open the app. Is there any way we can set it up?We only receive this:Thanks in advance.

Hi everyone,I’m working on a project where members access a digital membership card ( for users to open support or access perks via a mobile interface). I’d love to understand how other Intercom users are handling similar workflows.Specifically: Has anyone integrated Intercom with a digital membership card or access card system? Are you using Intercom APIs, Automations, or Workflows to update or verify membership info inside Intercom? Any tips on securely syncing member data ( status, expiry checks) so Intercom can display the correct access level or message? I’m excited to learn how others are solving related use cases in Intercom  thanks!

I’d like to see questions my teammates asked Copilot that it wasn’t able to find answers for. Why is this not available in reporting? Visibility on unanswered questions seems like a simple way to identify gaps in our knowledge and content.

I am trying to access the agents that are working in my organizations to replicate our reports in the reporting tab of intercom. We have created interesting reports with FRT, closed tickets, open tickets etc. However, instead of using the reports in intercom, I would like to get the same using the API.Now the problem I am facing is that I can only get myself and FIN rather than access to all the other agents working in the organization. Can you please guide me in what I might be doing wrong.HEADERS = {"Authorization": f"Bearer {BEARER_TOKEN}","Accept": "application/json","Intercom-Version": "2.14"} # -------------------------------# FETCH ALL ADMINS# -------------------------------url = "https://api.intercom.io/admins" response = requests.get(url, headers=HEADERS)response.raise_for_status() # Will raise an error if request fails admins_data = response.json() # -------------------------------# PRINT ADMINS# -------------------------------for admin in admins_data.get("admins", []):print(

Hi everyone,Our bot communicates in Hebrew. Because Hebrew is gendered, we’re seeing an inconsistency: Fin sometimes replies in masculine form and sometimes in feminine form.Both of the following Guidance rules are under Communication style: Bot self-reference is always masculine When responding in Hebrew, always refer to yourself in masculine grammatical form. This applies to self-descriptions, actions, and statements about your role or capabilities. Do not change your self-referential gender under any circumstances.What NOT to do: Do not adapt self-reference based on the user’s gender or language. Do not use feminine or neutral forms when referring to yourself.  AND:  Hebrew gendered language (pronoun-aware) When responding in Hebrew, adapt grammatical gender when addressing the user: If a <Pronoun> attribute exists, use it. If no <Pronoun> attribute exists, follow the gender implied by the user's Hebrew language. If gender is unclear, use neutral phrasing or defaul

We are currently trying to implement a complete ticket tracking system from different channels like email inbox, intercom chats and aircall calls.  We would like to automatically create Hubspot tickets based on Intercom conversations, but have not found a clever way to do that yet. Does anyone have experience on how to do that and would like to share? :)

Anybody achieved to transfer Intercom conversations to a Hubspot Company's profile?

I am pretty new to Intercom although I am pretty familiar with other CX tools that are similar - I have been struggling lately with our bot giving completely wrong and false information to our customers on topics that need to be answered with accuracy. It is drawing information from places outside of the articles and snippets we have supplied in our instance. I am struggling with understanding why it would pull in information that is seemingly just completely made up or not in line with things we have published for the site. What would be some suggestions for how to update and change this? Should we use guidance? How specific can we get? Any tips at all? Thanks!