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I would like to be able to see only “new” messages from clients like a filter “read” and “unread”. Is it possible ? Thank you!

My team and I are working on creating a workflow where users/leads can send us emails that convert to tickets and then once we mark those tickets as Resolved, any replies back from the customer on that email thread create a new ticket. Any thoughts on how to accomplish this?

I’m curious if anyone else who used the intercom as a phone system has experienced this issue, but in my case, when I call the phone number for my Intercom account, the sound on the phone before the call is picked up by the IVR or Workflow is very strange. It’s not a normal ring. I don't see anyone else reporting this issue, so I’m not sure if maybe it would be different after I port my toll-free number or not. Is anyone familiar with what I am referring to? Is there a fix for this? 

Whenever Fin receives a negative rating from a customer, I review the conversation and decide if perhaps it should be escalated to a human, or make improvements to our content. Are there any suggestions for automating this process? Or reports that tell us why there was a DSAT rating specifically (outside of the CX score)? Or perhaps a section in Optimize that will show us content suggestions specifically linked to a DSAT outcome? 

There seems to be a bug specifically with Chrome in workflows. I cannot select a path (line arrow) and press delete. It won’t delete. This does work correctly in Firefox.

I would like to exclude specific domains from article view counts. The Articles report shows total views without granular filtering.  I want to separate internal vs external views in the data. The use case is that authors of an article might look at that article many times and I want to exclude them from my article count for the week.  Please advise how to do this.

We are building a substantial knowledge base collection of articles in intercom.  However, many terms are repeated in the article, and when one searches for such a term, only 10 articles are displayed.  How do we get a list of all the articles, even if we need to scroll through several pages?

The Inbox list can be sorted (in ascending or descending order) by some colums but not others (e.g. Company, Ticket Type, Team). I was wondering whether there’s a reasoning behind such discrepancy. Additionally, I’m unable to change the position of the User column, which always sits at the left-most position on the list, despite being of little interest to us, while I can freely reorder any other column.

When a contact replies through the email channel to a closed ticket, there is no webhook received even though the ticket reopens. Is this a feature or a bug?

I need a way to categorize articles across the sections/categories that they’re in in the help centre. Article tags are only visible and usable in the Intercom back end, not by users accessing articles. To help explain what I mean, imagine that you have a help centre that has articles on cooking and food preparation. You might have help center collections like “Preparing ingredients”,  “Cooking with oil” or “Plate Presentation” and within those, you have some articles that are relevant for only meat-based food, for Kosher or Halal food, for vegetarian food, etc., and some that that are applicable to more than one category/all categories. How might you allow your users to search across the help centre for all articles related to vegetarian food, regardless of where in the help center the article is? I don’t think that there’s a built-in feature that will allow this in Intercom, but if anyone has achieved something similar with a work around, I’d love to hear it!

I want to use the REST API to update a contact's language_override, but it seems that it’s not working. Can I update a contact’s language_override using the API: PUT https://api.intercom.io/contacts/:contactId? 

We want to export full extracts of our conversations from our workspace - how can I do this?

https://developers.intercom.com/docs/references/rest-api/api.intercom.io/contacts/createcontacthttps://developers.intercom.com/docs/references/rest-api/api.intercom.io/contacts/updatecontact I am unable to figure out why this is happening and on the API documentation says it should be able to update the value.

Hello All, When I search something about a customer I found this URL which have release notes of the a known vendor in our country.https://intercom.help/c-c-s/tr/ 

Hi Intercom Community,We are a returning customer (we was using Intercom for many years until end of 2024 with US data hosting) and want to come back but with EU hosting to make it complaint. I’m hoping to get some help moving the process forward as we seem to be stuck.Our goal is simple: we want to pay for and activate the Intercom Advanced plan with EU data residency. Another words: 😅 To make it as easy as possible, here are all the details: Plan: We need 3 seats on the Advanced plan. Hosting: Data residency in the European Union is a mandatory requirement for us. Commitment: We are ready to pay immediately. We understand an annual commitment is required, and that's perfectly fine. We can even pay for 2 years upfront if it helps accelerate the activation. Context: We were long-time Intercom users who churned in late 2024. We've decided to come back and are fully aware of the product and its capabilities (including the limitations of the EU hosting add-ons). Urgency: We are f

i was trying to create an account but after signing up i got this 403 Forbidden: Workspace Suspended

Hi everyone,My team and I have been developing our first conversational workflow in Intercom. In this initial phase, we are focusing on a basic workflow to support our customers on digital channels, specifically WhatsApp, without using Fin or more advanced features yet.We designed this workflow with the first step being to request the customer's document ID (CPF here in Brazil). To validate the customer's CPF, we created a data connector that checks against our database using specific customer attributes. (Please refer to Image 2 showing the workflow setup for CPF validation.)We've encountered a couple of issues: Unexpected Messages: Some messages are being displayed to the customer that are not part of our defined workflow. (See Image 2 for an example of these unexpected messages.) Variable Display on Invalid CPF: When the customer's CPF is incorrect or does not exist in our database, the flow returns a message that incorrectly displays a variable to the customer instead of a pre-de

When I try to select the color picker, it doesn’t appear. It was working since a week or two ago. Also, sometimes the column doesn’t adjust properly after I delete one. In this example, it should adjust to be the whole page wide. 

My teammates reported an issue with a Fin response that stemmed from a Guidance prompt that was never enabled. I spent lots of time testing our active prompts before opening the prompt that isn’t enabled. That prompt is where Fin was pulling from; I had to delete the prompt entirely so Fin wouldn’t use it. How can I ensure that draft prompts are not being used in the background? 

When we get new customers, a user profile is created with their email address and phone number included. However, it does not identify the existing profile whenever they finally use the messenger. We have enabled the workflow to search by email address, but it’s creating a new lead profile for each conversation. How can we stop the creation of duplicate profiles going forward?How can we force merge the existing duplicate profiles so their conversation history isn’t lost?

We utilize Fin as the first line of defense in supporting our software. I’d like to explore having Fin handle chats related to known bugs/issues. Right now, a user will message saying “I’m experiencing XYZ issue” and Fin will go through the normal troubleshooting steps. Ultimately these chats often get routed to a human agent who then lets the user know we are aware of the issue and working on a resolution. Users are often annoyed that they had to go through the process of explaining the issue to Fin just to find out we knew there was an issue. Sometimes these issues only impact a small subject of our user base so we don’t want to widely exclaim that there is an issue. Thoughts/Questions:Best way to implement something like this - I’m curious if we can utilize the Content and Sources (beta) section under Guidance? Best way to track these conversations - we track these reports so we can reach back out to the user once the issue is resolved. Ideally, these conversations would be assigned

Hello, I am trying to integrate a third-party app into our workspace, and the oauth screen displays the following:  I have full admin on the workspace - and ive tried signing in and out again.

Hi Intercom Support, I'm building a Slack bot to pull metrics from Intercom. I need to access the Fin AI Resolution Rate and conversation stats that appear in the Reports dashboard. Questions:1. Is there an API endpoint that provides the same metrics shown in Reports (AI resolution rate, conversation counts)?2. How can I identify which conversations were resolved by Fin AI via the API?3. Should I use the Data Export API or Conversations Search API for accurate reporting data? Current Issue:Metrics I calculate from the Conversations API don't match the dashboard. For example, my calculation shows 84% AI resolution but the dashboard shows 62%. (same issue happens with other stats as well) What do you think the best way is to programmatically access these report metrics? Thanks(The goal is to build an AI agent—a Slack bot app that connects with Intercom. When I ask in Slack, it responds correctly with proper reporting and provides AI insights - Reporting SHOULD BE ACCURATE.)

Hi,As part of our integration into intercom - we would like to know when a contact gets blocked so we can start ignoring that contact for tasks like updating user attributes etc when they change on our side.I had a look at the available webhooks, but it wasn’t obvious which (if any) webhooks would fire when a contact was blocked and which field would let us know that they were blocked.Is there any webhook that would assist us with this?

Hey Team! I am wondering if there is any way how I can do some auto-notification when SLA is breached?