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I wanted to check if it's possible to integrate Intercom into two different apps using the same workspace, while having separate FAQs for each. Is that supported, or would we need to create a separate workspace for each app?

I’m running into a frustrating issue with Intercom’s rule-based email sending, and I’m hoping someone here can help.I’ve set up a rule to trigger an email when a user signs up and the date condition is “if it’s on the date”. My intent is to send the email only to users who sign up today (or optionally, 1 day before today).However, even with this condition in place, the audience preview is showing my entire user base — including people who signed up months ago. I’ve tried adjusting the timing logic to things like “2 or 3 days before the date,” but the result is the same: the rule still includes everyone.Screenshots of my rule configuration are attached for reference.Can anyone point out what I might be doing wrong? Is there a specific way to restrict the audience so that only new signups from today (or the last 24 hours) are targeted?Thanks in advance for any help! p.s. i’m sending over sign up times from my internal database over to intercom in realtime so the data contained within int

Hi,We are using the ruby bindings from the official repo here and there are a few examples on how to search for contacts, for instance:# Search for contacts by emailcontacts = intercom.contacts.search( "query": { "field": 'email', "operator": '=', "value": 'some_contact@example.com' })contacts.each {|c| p c.email}# For full detail on possible queries, please refer to the API documentation:# https://developers.intercom.com/intercom-api-reference/referenceWhen trying to access the resulting collection I always get a Resource Not Found (Intercom::ResourceNotFound) error. Doing this same search for the same contact with cURL or with the ruby net/http client works fine and returns the contact.Is the search in the ruby gem broken?

For training purposes, we would like to export macros into a sheet or a CSV so that new teammates can use a Ctrl-F to find keywords. This would help them find keyword, not just in the macro title, but also the body text , and get up to speed quicker on our common replies. I'm wondering if we'd need to manually create a spreadsheet or if there is a faster way to pull this info from Intercom!

Hi! We need to export, or be able to report on, conversation messages (the actual message text). We’ve read the documentation regarding API or Amazon S3 but we’re wondering – is there any 3rd party app that you’d recommend using? Maybe someone that is already using a 3rd party app for it can give us some advice. Thanks in advance!

Hi there!  We are considering to operate our company’s customer service from Intercom in the future. Our current technology for customer service contain tickets which we use to report the time spent on tickets also. Sometimes we want to create a ticket manually just to report how much time some task have taken. To be more specific there are these kinds of tickets where we don't send any messages. We create a ticket manually, add some recipient but without any public message any message won't be sent. Time tracking app saves the data how much time a person has spent with this task.  Is this possible with Intercom? We know that there's many apps and integrations for tracking the time but does these work for our purpose? Can we create a new conversation where any messages won't be sent? Or do you have any other tips how Intercom could work for our purpose?

I want to embed a video link so that the video starts at a particular time (half way through the video). The video is published on Vimeo, but when I try and add a timestamp to the embed code (e.g. #t=1m53s), Intercom strips it out. Is this not supported?

Is there an easy automated way to export Intercom reports and dashboard data to Notion? I would like to maintain company-wide ‘Scoreboards’ in Notion and Intercom is obviously a key part of that for CS.

We would like to understand how to suspend or delete an admin within our Intercom setup. Specifically: What are the steps for suspending or deleting an admin? What parameters or conditions can be used to identify these actions? Can we use has_inbox_seat for this purpose? If not, please explain why it cannot be used or if there's an alternative. Additionally, once an admin is suspended or deleted, we would like to: Fetch that updated status or Have that event trigger a webhook so we can sync the admin's status on our side in real time. Please confirm if this is possible and share the best approach to implement it.Looking forward to your guidance on this.

Please, I need my workspace to be lifted soon. After signing up for the first time and my workspace got suspended without going against and rules. How do I reach out to the support team to help me out?? Below is the attached error message.   

I have not been able to move between different URL pages to easily build a Product Tour. 

I use the @intercom/messenger-js-sdk in react appshowNewMessage does not insert prePopulatedContent if the intercom chat has not been opened yetshowMessages also doesn't work.showNewMessage just opens a new chat on the first call, then it starts inserting prePopulatedContent. For testing, I'm using a constant as a prePopulatedContent. However, if you open the Intercom widget, the prePopulatedContent is inserted the first time. Versions:"@intercom/messenger-js-sdk": "^0.0.14","react": "18.3.1",

Is there a way to automatically send a Slack notification whenever a new lead is captured in Intercom? (read more) I’d like my team to receive real-time alerts in a designated Slack channel whenever someone submits a form or starts a new conversation. Are there any built-in integrations or best-practice workflows to set this up?

Hi everyone,I noticed that Fin now displays article references as small numbers at the end of a sentence, which customers have to hover over and click to access the linked help center article. Our team really doesn’t like this change. We want to make sure customers can easily see and select the full help center article that answers their question.Is there a way to turn this feature off so that the full article title appears as a clickable hyperlink in the conversation, or so the source is clearly listed at the bottom of the chat like it was previously?Most of our customers access Fin through mobile and are Gen X and Boomers, so we’re concerned they won’t realize they need to click the small reference number to get the information they need.Any help would be greatly appreciated!

Hi Intercom Community,I’m exploring how to integrate Fin AI Agent into custom workflows for a small business to automate customer support. Any tips for setting this up efficiently?Details:Setup: Small business owner, using Intercom’s Inbox and Fin AI Agent on a WordPress site (2025). Handling ~100 customer queries weekly. Context: Following Intercom’s Fin setup guide, I’ve enabled Fin to answer FAQs, but want to tailor it for custom workflows (e.g., escalating complex queries to team, triggering follow-ups). Steps Tried: Configured Fin to pull from help center articles. Set up basic rules to route unresolved queries to the Inbox. Tested custom attributes for user segmentation, but struggling with seamless workflow integration. Goal: Automate 50% of queries with Fin while ensuring smooth handoffs to human agents for complex issues.Questions:What strategies do you use to integrate Fin with custom workflows? How do you configure rules or attributes to balance automation and human suppo

Hi I seem to be stuck in a perpetual loop installing Typeform into Intercom Messenger. If anyone can shed any light I’d be very grateful. Please see short video below. https://www.loom.com/share/6de57344e72c4e49b6859856490ab148 Thanks. Graham

May I know how to configure the URL for Reply in our Messenger button? Currently it is not working for me when merchants click on that button.

Any thoughts, advice appreciated!Using Intercom for our Help Center and wondering what is the best format structure in terms of AI and LLM’s. We currently start each article with a “summary” and “why its helpful” in a callout box but am thinking this style, particularly the colourful callout box does not add a lot of value to humans or AI responses and it looks a little messy. Are H1, 2, 3 headers better than callout boxes?  When would you use callout boxes? Thanks ! 

We use Intercom as a support tool for general enquires and customer support, but there is also a ticket system in place. We played around with handover in the most popular location where Messenger is installed and noticed that having text composer enabled significantly increases the conversation volume, but also stretches our resources. On the other hand, customers tend to abandon conversations more likely if they have to press a few buttons in the Custom bot before being connected with us. Customers also tend to abandon the conversations fairly quickly (within 5-10 minutes) if there is no first reply from the agent, and as chat question is not always detailed enough and we prefer to handle chats "here and now", using suggestions from this article is not the best option for us. Other chat solutions offer a more informative live support queue system: In some examples, I noticed customers are not connected to the agent, but the chatbot notifies there are X conversations before

I’m running into a roadblock trying to automate the reopening of Intercom tickets based on Jira issue status changes, and I’m hoping for some guidance or creative solutions!Here’s my ideal flow: An Intercom ticket creates a Jira ticket in status “TODO.” The Intercom ticket is set to CLOSED and marked with the state “backlog.” When the Jira ticket’s status changes to DONE, the Jira for Tickets app adds a note back on the corresponding Intercom ticket. I want the Intercom ticket to automatically reopen at this stage. What I’ve tried: Automation Trigger: “When teammate adds a note” This SEEMS promising, but Jira’s integration writes the note as “FIN” (not classified as a teammate), so this rule doesn’t trigger as needed. Automation Trigger: “Jira issue status is updated” (external event) While this trigger detects the status change, it doesn’t allow me to execute my data connector (called “re-open ticket”) to reopen the ticket. It seems the automation does not permit calling

I would like to automate banner messages sent to users. Are there any plans to expose this in the API? My Requirement: When we do an application release, we want to display 3 banners in order:Tell everyone that is logged in that there is about to be a release in X minutesTell everyone that a release is in progressTell everyone that a release is done We are using the user interface to do this, but it is quite a manual process which we would like to streamline using the API.

When receiving a message in Intercom and then a Slack notification, half the time we will see “[Customer] started a new conversation” then block quote the body of the textThen the other half of the time we just get“Received participant added notification”Support wasn’t really helpful and said it’s been backlogged, but I see there is a post from over a year ago asking about this. No interest in Zapier, as when the notifications are working, it is as desired.

Hello All,I’m excited to become a member of this fantastic community! I’m Darshan Hiranandani. I’m also deeply interested in technology and gaming, and I’m keen to explore how these areas overlap.Technology’s potential to create positive impact is incredibly motivating to me. I’m committed to staying up-to-date with the latest trends and advancements and look forward to working with others to develop innovative solutions.I’m eager to engage in insightful discussions, exchange ideas, and contribute to the community’s growth. Let’s work together to shape a brighter future with our collective expertise and enthusiasm.Thank you for the warm reception! I’m looking forward to starting this exciting journey with all of you.Best Regards,Darshan Hiranandani

Hi! I’m builfing out a 100-article or so help center, and I’d love to add crosslinking as I stage the articles. The only issue is that I don’t know what the URLs will ultimately be -- either the stem URL or what ID number Intercom will add to the end of the URL.Maybe I just answered my own question, but is there a way to know what the URL will be before publishing -- and to pre-empt any potential changes on my end, can I use relative URLs? 

HiThe different notification sounds inbox is not hearable when using Intercom in a area when there is noise around chat agents. You need to add some real/longer alarm sounds, that also can be configured to repeat after x sec, if incoming chat not answered.