Answered

Is there a way to select multiple collections to have the same article. Instead of having to add the same article one by one to each collection?

I would love to have an option to involve in only for collecting conversation Attributes. Right now it is not possible and any workaround works.  Even if I create a special tag/inbox for collecting attributes Fin must be involved which means even if it meet the escalation rule, it will reply that the conversation has been passed on. I would like Fin working in the background, collecting attributes from ALL conversations.  Maybe managing the Fin’s steps (in Let Fin handle nod in workflows) would be a solution. I mean turning off using content, guidances and leaving just collecting attributes would do the trick.  

Is there a way to mark a question as a test when checking if Fin AI agent is responding as expected after changing guidance? I have had members of my team ask various questions after uploading a “source of truth” to the knowledge base to ensure Fin is responding correctly. Some of these are marked as resolved and others are just sitting in our inbox as unassigned, and I don’t want to mark them as resolved if that is going to create a charge for a test rather than a true customer issue resolution. 

Hi Intercom Support Team,From the past few days, I’ve noticed what seems to be a bug in Intercom. Previously everything was working fine, but now I consistently see the following issue:After successfully initializing Intercom in my app, the first call to showNewMessage(message) never pre-populates the message in the chat window. Even if I wait a few minutes after initialization, the first call does not fill in the content.Only on the second call to showNewMessage(message) does the message appear as expected.For example, in Chrome DevTools, if I run:Intercom('showNewMessage', 'pre-populated message comes here'); The first attempt fails, and the second attempt succeeds.This behavior is new — previously the first call worked correctly. Could you please help investigate this and let me know if it’s a known issue or if there is a fix planned?Thanks a lot for your support!Best regards,HBQ

Hi all,Have you ever configure FIN to offer a clear choice: "Ask Fin" vs. "Leave a message"? here is an fake image of my vision/needs Cheers!  

I would like to connect Intecom to MS co-pilot via an MCP server. MS co-pilot is the only LLM we are allowed to work with at our company. I want to use co-pilot to analyse our conversations and make custom reports I can't make in the reports section. Ive seen the integration → data connector section, but that seems to be the other way around, get data from another system to use in intercom, but I want to use the data in intercom in co-pilot. Anyone can help me here? During the community hour the said this was possible. 

I have admin(sender) and customer role, the admin can send message to customer from my app-web, my backend service is using the https://api.intercom.io/messages api to create a conversation, After creating a message/conversation, I want the message to be assigned to the admin only if the customer reply, since the admin who initiate the conversation. I tried adding create_conversation_without_contact_reply property, however It doesn’t work because it assign unnecessary conversations to admin(sender) since the customer may not reply. Could I create a workflow related with “When a customer sends their first message” trigger? or how could I solve this issue?

Hello. I encountered two issues during implementation in the web app:1. After updating the language via language_override, the intercom language is updated, with the exception of the block for composing a new message (the language changes within this block).To change the language of this block, you need to completely reinitialize the connection via shutdown and boot. This works the same in both demo and user mode.   Also, if we were initialized in our application as a demo user and did an update upon login with user_id, user_hash, and other user data, then the user's message history is not loaded, although his name is displayed and if we write an intercom message, it comes from this user. This can also only be solved by a complete reinitialization via shutdown and boot.

Hello,We have a react-native/expo app and are having issues opening any help center articles shared to users via the intercom messenger on our app. The same exact article works without any issues when sent to the same user but opened on Intercom messenger running on our web app instead.Any help would be much appreciated. Best regards,Tiago Cruz  

My security team is worried about allowing customers to send us image files in messenger. Is this a valid concern? Is there a way to get malware through messenger? Is anyone here restricting your file uploads?This is my third company that I've been at that uses intercom, and I've never heard this concern expressed before. So while I don't want to dismiss it, the documentation feels pretty clear about how safe this is. Plus, I need customers to be able to send us screenshots.  Thanks in advance. 

Hello,I’m looking for any possible ways we might be able to create a Hubspot Ticket from within Intercom.Our use case is this: our Support Team directly supports our customers via chat and email in Intercom. If an issue is identified that requires Engineering help, we create a Ticket in Hubspot for Engineering to pick up.I’m looking for solution so that our Support Reps don’t have to keep a tab open in Hubspot to manually create tickets.Any possible ways to do this?

Hey folks! I’m trying to report what share (or at least total counts) of Solved conversations were closed after 1 reply, 2 replies, and ≥3 replies for a given date range. What’s the exact Intercom chart setup to do this?What I’ve tried:Replies to close a conversation with Median/Average/Sum. Workable but without counts option, it is difficult to reach the actual percentage of solved conversations based on the number of replies used. Closed on first contact rate. I believe this measures “one teammate replied,” not “closed in 1 reply.” so, not really something to rely on.Could someone share any finding, insights or experience calculating this? Or suggest the best workaround.Thanks!

I'm syncing documentation from Notion to Intercom and I’m looking for a better way to handle internal and public articles.Current workflow: All documentation is written in Notion. I use Intercom’s native Notion sync, but it only creates internal articles. I then use Make.com to read those internal articles via Intercom APIs and create/update public articles with the same title and body. I'd like to also copy the tags from the internal articles, but I can't find a way to access them through the API. My questions: Is it possible to retrieve the tags assigned to internal articles via the API or any other method? Is there a better or more official way to convert internal articles into public ones while preserving metadata like tags? Any guidance or recommended approaches would be appreciated!

Does anyone have a solid work around to export reports, including all the charts, as they appear in Intercom? I'd like to share these with internal stakeholders who don't have access to Intercom.Currently, only function is to download the underline data or screenshot the report 😅 - where is I really just want to send the report to stakeholders.

Hello,I work on a platform and they are using intercom for their live support chat. I am using for several months and it worked perfectly. But now for over a week, it keeps loading here:  I’ve talked with them via email and even they’re shocked. They don’t know what’s wrong, neither do I. I’ve cleared cache, relogged in, and changed browser, nothing worked. Can anybody please help me out in this regard? Thanks in advance!

Hi, I want to know how to write bold text as an user that messaging with the company?Tried to do markup syntax but nothing works, the only thing that seems to be working is <br> tag which breaks a line, is it possible at all to write bold text as an user?

Has anyone built/use anything that syncs Intercom Notes into Salesforce Chatter? I’m relatively new to this world and wondering if this is possible out of the box or needs custom work. 

Hi Intercom team,After updating our app to Intercom iOS SDK 19.2.1, several developers on our team started facing issues where Swift methods (like loginUser(with:), logout(), etc.) are no longer properly inferred or recognized by the compiler.Details Integration: Swift Package Manager (official repo intercom-ios-sp) Project type: Pure Swift (no Objective-C bridging) Issue: For some developers, Xcode shows only Objective-C versions of methods (e.g. loginUserWithUserAttributes:success:failure:). Error: Cannot infer type of function call or No exact matches in call to function 'loginUser' Behavior: Happens inconsistently across machines — some developers see the correct Swift interface and can compile fine, others cannot. We already tried: Clearing DerivedData & SPM caches Re-adding the Intercom package Confirmed same SDK version (19.2.1) Still, the issue reappears randomly on some environments  ObservationWhen we “Jump to Definition,” for working setups i

Hi all, we use the Stripe integration from the Intercom App store, and I’ve found some cases in which not all of the Stripe data is populated when a subscription is created. Looking at the affected record in Stripe, I can see the event logs that reference data sent to Intercom but there are no errors present and the request body matches other Intercom users that DO have the subscription data. Is there any logging from the Stripe app in the Intercom marketplace where we can try and troubleshoot this? The best answer I got from Fin was “turn it on and off again” which might be the solution, but I’m hesitate to try that given how central this integration is to us. 

Is there a way to log an activity labeled Intercom Ticket with the details - similar to that of the current Intercom Conversation event.  Currently we can see any/all activity by KNOWN contacts, which is what we were hoping to see for the tickets -named differently of course and would allow us to build workflows based on these activity events in HUBSPOT. This would allow transparency across the business to see these insights without creating duplicate tickets, which I do see can actually be done based on this article in the community if there are specific workflows and teams that would be working in HubSpot vs. Intercom.  However for our business, we were planning to have all support/service and escalation processes handled via Intercom.  Is this something that can be done, if so how and what is the best practice here?

I am facing problems while trying to create an account on intercom, the error 403 forbidden appears, it shows that my workspace is suspended, but I have respected all the policies.

Hello, I am currently working on a project wherein we want to add a note whenever a customer starts a conversation. The note will contain a URL based off the conversation ID. So if a customer creates conversation 1234, we will leave a note example.com/whatever/1234.It does not appear that the workflow “add a note” action allows me to populate the note with the value {{conversation.id}}.Is this something that would be possible to add support for? The only workaround I can think of is to create a custom action which POSTs the conversation ID to some API endpoint which responds with the ID, store the ID as a custom attribute, and then use that custom attribute in the note. This is less than straightforward and seems more difficult than simply referencing the ID directly from the “add a note” action.Is this something that Intercom can support?

Hello everyone,I’m Darshan Hiranandani, I’ve been working on an API that allows me to create articles with titles and main content. So far, I’ve been able to create articles successfully, but I’m facing a challenge when it comes to uploading images or attachments to these articles.I know some platforms like Intercom have hosting services that allow you to upload and store attachments, but I’m not sure if they offer something similar for direct image uploads.Can anyone share their experience or suggestions on how to upload images or attachments via REST API? Any help or ideas on how to handle this would be greatly appreciated!Thanks in advance!RegardsDarshan Hiranandani

I own an iOS application that supports Teacher - student lessons. So I need a 1:1 chat where the student can be connected directly with the teacher and the teacher will only see their open chats with students that have started conversations with them. I did some quick prototyping on iOS and I see I can pretty easily set it up where the student can open up a global message queue (Messages Space) but how can I limit their scope to a particular conversation? Is that available in the iOS SDK or will I have to reach for some admin routes? 

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.