Answered

Hi everyone,I’ve been trying to resolve an issue where Fin AI continues to touch or count spam emails as unresolved conversations, even though I’ve created a custom spam workflow that should handle them before Fin ever activates. We also have the Intercom Spam Filter turned on and was advised to not disable it (it only catches upto 4 spam tickets a day, it doesn’t work so well with our spam emails). Here’s what’s happening: I built an “Aggressive Spam Filter” workflow that uses branches with “message contains” and “email domain” rules to automatically close spam emails. Fin is not supposed to be involved, but it still logs actions like language detection or “junk/spam” decisions after my workflow triggers. Fin initially sets the language, my workflow closes the email, Fin reopens the email and reports it as spam. Because Fin touched it, it’s logged as unresolved.  These conversations then appear as unresolved Fin tickets, which is hurting our Fin resolution rate (some days up to 80

Hello!Has anyone run into this error when using the Intercom Expo plugin (@intercom/intercom-react-native@9.1.1) with an app.config.ts setup?PluginError: Package "@intercom/intercom-react-native" does not contain a valid config plugin.Learn more: https://docs.expo.dev/guides/config-plugins/#creating-a-pluginUnexpected token 'typeof'SyntaxError: Unexpected token 'typeof' at compileSourceTextModule (node:internal/modules/esm/utils:344:16) at ModuleLoader.moduleStrategy (node:internal/modules/esm/translators:105:18) at ModuleLoader.#translate (node:internal/modules/esm/loader:534:12)Not sure if this is an issue with the way the plugin is authored or how Expo expects config plugins to behave in a .ts setup.Would appreciate any insight or workarounds others may have found!

Hi, I’m not sure if this has been addressed before, I couldn’t find an existing topic. Is there a way to manually create a user or lead in Intercom without entering an email address? I understand we can use either an Email or User ID for new users, but in this case, our agent needs to start a WhatsApp conversation with a lead who doesn’t have an account with us yet. The lead was referred through another channel and has no prior conversation history, so there’s no record in our Intercom database. Since the customer doesn’t have an email, we’re looking to manually create a lead using only their phone number.!--endfragment>!--startfragment>

Hi Community! We are still newish to Intercom, launching in earnest in April of 2025, and have been slow-rolling it out to our users. We currently have Fin enabled for ~100 of our customers, with plans to double, then triple that number in the upcoming weeks.Overall, Intercom has been great and Fin is performing even better than our initial expectations. That said, the one reoccurring issue we continue to see is users shortcuttong/circumventing Fin--when the chat starts, their first question is “Talk to a person” or “create a case,” and since Fin is frictionless, he will not fight them and defers to the case handover process (we use ServiceCloud). Issue is, since no question or context is present, none of the AI-detection fields fill in, and the case just is sent to a ‘triage’ queue until our reception team can reach out to determine what the users’ question/issue was so they can then place them into the correct Support queue (we do not currently offer live-chat support). We’ve bounced

Hello there!I’m looking for a to conduct quality assurance on the back-office ticket submission process and track the responsible parties for each ticket. Is there a way to generate a report that captures that info? Currently, we have a boolean attribute that we can toggle, however, we can’t filter through it by the person who submitted it. Any help is greatly appreciated! 

We have a pretty big gap in FIN’s functionality, I’m wondering if others are having this issue in shops with more than one product (i.e. most shops).FIN is not answering questions about products because it:A) Never asks clients to clarify which product they mean when they say "product"B) Doesn't use the context of the page they are on (which is typically the product they are talking about)Most customers are asking questions like “Does this product XXX?” or “Does this product contain?”They don’t write out the name of the product - as you would expect. But FIN isn’t coping with this, and replies with generic answers.

Fin is connected to my work Instagram business page. A follower recently tagged me in a story (which I received as a DM), and Fin is answering that DM. How do I stop that from happening?

Hi!We are not using Fin anywhere in our product and are not currently interested in implementing it. It’s never been integrated into a workflow and I have never manually turned it on. From our customer’s help chat perspective, they are seeing the following header on the chatbox: It happens when the agent they are speaking to goes idle or if the user clicks on a conversation that was previously closed. Why does this show up? I need to remove this. Our product’s customers have no idea what “Fin” is. I also don’t know what “The team can also help” means.Any help would be so appreciated! Thanks

We’re unable to safely download the Intercom iOS SDK to build with our application using Swift Package Manager. Adding the Intercom Package to our project on a clean SPM cache returns the following error:checksum of downloaded artifact of binary target 'Intercom' (83f26a63832df968d0279ecdd03d8e5039ebf9bb91a9e0b1783cf184101c5a82) does not match checksum specified by the manifest (b87d95eabe645523f417b9051c20151ca7720c93116b163435c2ce1e87aa65ac)fatalError There is a ‘patch’ raised by someone on a fork of the project, but as this is not an official fix by Intercom we do not consider this a safe approach to include your SDKThis looks very similar to an issue on your forum that was raised (and fixed) last year:  This is urgent for us as Intercom provides a critical piece of functionality that our customers rely on to report issues and get customer support.Please can this be fixed as quickly as possible as we are blocked from releasing new version of our app without this.

Hello,I hope you are doing well.My name is Vicky, and I am a registered nurse. I currently work within a team where I serve as the resource person for Intercom. I have completed the training available in the Academy section, but I would love to hear your advice and suggestions on how to properly set up workflows with the goal of reducing clicks and improving customer service.We are not using Fin at the moment — perhaps one day, but not right now.Do you have any trainings, articles, books, or other resources that could help me?Thank you,Vicky

I need to get the list of conversations for the admin. How can I get this feature added in my javascript via intercom

Hello,I want to add Intercom remote MCP to an AI agent. How do I add my callback URI to the allow list for the remote MCP?Thanking in anticipation.

GET https://js.intercomcdn.com/vendor-modern.1ffdfa4a.js net::ERR_SSL_PROTOCOL_ERROR GET https://js.intercomcdn.com/frame-modern.f3182eef.js net::ERR_SSL_PROTOCOL_ERRORPlease let us know if you need more details

Hey,We’ve got following message when trying to push the e-mail to our users:"Email can't be sent right now as your app is being reviewed. We've emailed your app admin with more details."What is approx time to have this review completed?I really need to have the solution working properly, and it does not. Best,SentiOne Team

Hi, We are looking to make our Help Center articles mostly limited to just users. We have SSO setup with Entra/Azure and that works fine for access to the backend. Is there a way to leverage Microsoft for access to the Help Center articles so only users that are part of that group can access the articles as well?Thank you!  

Hi Intercom Team,After updating our app to Intercom iOS SDK 19.3.2, several developers on our team have encountered issues where Swift methods (e.g. loginUser(with:), logout(), etc.) are no longer properly inferred or recognized by the compiler.Details Integration: Swift Package Manager (official intercom-ios-sp repo) Project Type: Pure Swift (no Objective-C bridging) Issue:  Xcode only exposes the Objective-C versions of the APIs (e.g. loginUserWithUserAttributes:success:failure:). Error Messages: “Cannot infer type of function call” “No exact matches in call to function 'loginUser'” Troubleshooting Tried Cleared DerivedData and SPM caches Removed and re-added the Intercom package Could you please confirm: The officially supported Xcode versions for SDK 19.3.0? Whether there’s a known issue or upcoming patch related to this Swift interface mismatch when using SPM?

When updating to io.intercom.android:intercom-sdk version 17.2.0If R8/Proguard is enabled the following error occurs on the build:Missing class lombok.Generated (referenced from: io.ably.lib.network.HttpBody io.ably.lib.network.HttpResponse$HttpResponseBuilder.body and 94 other contexts) This does not happen on version 17.1.1  It looks like maybe something changed in the build but didn’t include a rule in it’s consumer-rules.pro?  gemini says: -dontwarn lombok.** may fix it?

Hi there! Looking for some help with two problems I’m having with getting a custom HTML template set up.  1. How do I import custom fonts? This is probably more of an HTML question, but at the moment, I’ve got .tff files ready to go, but have no clue how to get them into my code. Any guidance available here? Thanks. 2. Second, how do I grab an ‘unsubscribe’ link for an Intercom email? And then, how do I put this unsubscribe link into a custom template? I’ve tried using the {{ unsubscribe_link }} tag, but it doesn’t seem to be working when I click on the link in the preview that pops up while I’m editing the email. 

Our website is a SPA (Single Page Application). Is it possible to install the Intercom Messenger for a SPA with Google Tag Manager? If this is possible, how can I do this.And if not, if I install the messenger with the Code Snippet. Can I still track Intercom events with Google Tag Manager and Analytics, or do I need to completely change this setup?

I’m working on an email reply automation tool using the Intercom REST API. I’m trying to retrieve the email history — the quoted text that appears collapsed behind the three dots (“…”) when a customer replies to an outbound email we’ve sent them. Three dots for expanding email historyFrom inspecting the network traffic, I can see that this data is retrieved via a private Ember API endpoint:curl 'https://app.intercom.com/ember/inbox/email_history?metadata_id=XXXXXXXXX&app_id=yyyyyyy Is there an equivalent method in the public REST API to access this email history or quoted content?I’ve already tried GET /conversations/{conversation_id}, but the response only includes the conversation parts - it doesn’t contain the quoted email thread (the hidden “three dots” section) in either the parts or metadata.To clarify, customers are replying directly to our outbound emails (sent via our own system, not through Intercom). When we fetch the resulting conversations through the API, we can see t

I’m trying to associate article views to actual companies or even individuals so that can use this data in decay analysis and compare against renewal and expansion. Is this data really not available? Do I have to lock down my KB behind a login to get this info?

Is there a way to have the Fin AI agent reference information (including hyperlinks to PDFs) on a website but restrict it from linking customers to the site? We have a page with links to user manuals for devices listed on our website that was meant to just be for AI reference rather than for public consumption. We want Fin to be able to answer a question troubleshooting use of a specific device type with the user manual, but don’t want to take customers to a page with a huge table of devices on it.

We are experiencing a critical issue with Intercom integration in our web application.After a user logs in without a full page reload, the Intercom widget appears and lists existing conversations. However:- Existing conversations cannot be opened- Creating a new message often fails- Network tab shows intermittent 403 Forbidden errors with the message: “App suspended”- - Specifically on requests to: POST /messenger/web/conversations/:idIf the user reloads the page after login, everything works as expected:- Conversations open normally- New messages are sent successfullyContext:- We are using the react-use-intercom package for frontend integration.- The app performs a soft reboot after login (without reloading the browser tab). Call shutdown and boot with intercomUserJwt then- When I had this issue it was always because the app_id passed was 'undefined'We are unsure whether this issue originates from the `react-use-intercom` package or from Intercom itself.If you have any suggestions on

Can I please have a code sample on how to implement dark mode (or switch themes) for Android. E.g. something likeimport io.intercom.android.sdk.ui.theme.ThemeMode;Intercom.client().setThemeMode(ThemeMode.DARK);I noted that Dark Mode was enabled on Android SDK v17.0.0

periodically i see this error on the bottom of my page Error: Minified React error #185; visit https://reactjs.org/docs/error-decoder.html?invariant=185 for the full message or use the non-minified dev environment for full errors and additional helpful warnings. at au (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:324482) at Object.enqueueSetState (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:291102) at y.setState (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:395212) at Messenger.componentDidUpdate (https://js.intercomcdn.com/app-modern.4b8f9f21.js:178:69929) at Sl (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:322483) at kl (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:322169) at wl (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:321713) at https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:333376 at xu (https://js.intercomcdn.com/vendor-modern.50137b6e.js:2:333878) at fu (https://js.intercomcdn.