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Sometimes a conversation/ticket comes in a way that doesn’t trigger the usual Fin workflow.  Is there a way to assign it to Fin so they can handle it.

B2B SaaS company here. As it stands, when someone wants to add more seats to their shop, they have to chat in, we send them off to their CSM, they add the information to hubspot and send the customer off to finance, and then they send them to dev to add additional seats on the customer’s site.There has to be an automated way to do this, no? I totally welcome all thoughts here. thank you!

Is it possible to add bcc to an outgoing email from Intercom?

We’re looking for insight from companies that manage multiple subscriptions per customer in Stripe.In our case, each account has three separate subscriptions: Base plan Email plan Teams plan Each of these also has multiple plan levels, and every customer technically has all three subscriptions (either free or paid).Right now, the Stripe integration appears to pull only one random subscription, which makes it difficult to reliably identify a customer’s actual plan levels across all products.How are you configuring your Stripe integration to correctly identify all subscription plans for a customer, rather than just one? Are you using specific metadata, workarounds, or a particular integration setup to handle this?For context, we are looking to use Procedures to perform account actions inside Stripe, but need to be able to accurately make changes to all plans.

Hi,We are currently experiencing an issue with the Intercom Android SDK (version 15.9.1) in our application while developing a new feature with event.When a user clicks on the refill button, we send an event to Intercom as per your documentation: https://developers.intercom.com/installing-intercom/android/using-intercom#submit-an-event.As a result, a small popup window appears at the bottom of the screen. However, this popup window does not disappear automatically after the user reads the message and returns to the previous screen. Instead, it remains persistent until the app is killed and reopened.This behavior differs from the iOS SDK, where the popup window disappears automatically once the message is read, and the user returns to the previous screen.The user can manually remove the popup by sliding it. Is the persistent popup designed to be removed only manually by the user, or is there a way to make it disappear automatically after the message is read? We have implemented the feat

We are using the Intercom helpcenter and in the “header” section of the helpcenter, we added a link to a place where customers can login. Aim is that after a succesful login, the visitor creates conversations in the messenger as authenticated (JWT) users.Our problem now is that all the links in the helpcenter have:Target attribute with value “_blank” And rel attributes with value “noopener noreferrer”Is there a way to change this? Reason: I want to use the referer as a callback redirect url after succesful login. By instructing the browser not to add the referer, I cannot do this.  

 This really annoys me;Why can I View and Bulk Edit the Fin Permissions of Articles in the view-all-articles screen, but I cannot view or bulk edit the Visibility Audience of the Article??Also, Why dosen’t Visibility Audience utilise the preset Fin Audiences, which are super useful, I have to manually configure entire collections of articles, the same rule sets each time, if that rule ever updates, I cannot easily find those articles, or edit the rules!Super infuriating, this set up is not a serious help centre for multi-country companies with variations of policy per user group.

Fin autofills ticket descriptions and titles, but in the language of the customer. This is a good feature for customer-facing tickets, but our 2nd line support are only speaking English. We need to be able to set the language of Fin’s auto descriptions. 

Hi everyone,We’re trying to understand how Brand assignment works for WhatsApp conversations in Intercom.Currently we have:2 Brands in our workspace 3 WhatsApp numbers connected to Intercom 2 numbers belong to Brand A 1 number belongs to Brand B Right now, both incoming and outgoing WhatsApp conversations are always assigned to the default Brand, regardless of which WhatsApp number is used.What we would like to achieve is the following:If a conversation is received through WhatsApp number 1 or 2 → it should be assigned to Brand A If a conversation is received through WhatsApp number 3 → it should be assigned to Brand B When an agent starts an outbound WhatsApp conversation and selects a specific sending number, the conversation should automatically inherit the Brand associated with that number.At the moment, all conversations seem to inherit the default Brand instead.Is there a way to configure Intercom so that the Brand is determined by the WhatsApp number used (incoming or outgoing)

Please help. I cannot build a release apk/aab, I’m getting the following error: > Task :app:compileReleaseKotlin FAILEDe: Incompatible classes were found in dependencies. Remove them from the classpath or use '-Xskip-metadata-version-check' to suppress errorse: file:///Users/builder/.gradle/caches/transforms-4/a23eb7edad52ffdf2e2ff09828f4ac13/transformed/jetified-intercom-sdk-base-15.15.1-api.jar!/META-INF/intercom-sdk-base_release.kotlin_moduleModule was compiled with an incompatible version of Kotlin. The binary version of its metadata is 2.1.0, expected version is 1.9.0.Classes that weren't resolved: > com.google.common.util.concurrent.ListenableFuture I’m using the latest version of the library (8.3.0), and my build.gradle is: buildToolsVersion = "35.0.0"minSdkVersion = 23compileSdkVersion = 35targetSdkVersion = 35ndkVersion = "26.1.10909125"kotlinVersion = "1.9.22" 

Hi Intercom team and community,I’m paginating through a company segment using the /companies endpoint and I’m seeing exact duplicate company records appearing on multiple pages.For example:GET https://api.intercom.io/companies?segment_id=xyz&per_page=60GET https://api.intercom.io/companies?segment_id=xyz&per_page=60&page=2Some of the same company records show up in both the page 1 and page 2 responses. Items are not updated between paginated queries.This makes it difficult to reliably process the full dataset without extra deduplication logic.Is this expected behavior for the Companies API? And is there a recommended way to retrieve a segment’s companies without duplicates across pages?

Looking for someone who could help us with setup of Intercom for support, product tours, campaigns etc.  It’s been difficult finding local expertise!  Based in Akl, strong preference for local (needs to be able to attend a meeting etc)Many thanks! 

I see that there is an MCP available for US accounts, any idea when will that be available for Europe? 

Hey community,I’m exploring ways to improve SEO performance by analyzing how customers engage with content and interact across different channels. Understanding their questions, search patterns, and preferences can really help refine keyword targeting and content structure.For anyone working in digital marketing services, these insights often become a game-changer — they make it easier to design content that matches user intent, optimize landing pages, and improve organic visibility.I’d love to hear how others integrate customer analytics or feedback into their SEO planning. What strategies have you found effective for aligning content with real user needs while boosting rankings?

We're experiencing an issue with iOS SDK where AI agent responses are not immediately visible in the chat interface. When a user sends a question and the agent responds right away, the message doesn't appear on screen unless the user navigates back to the dashboard and returns to the chat. This same issue previously occurred in the Android SDK but was resolved with a version update. I attached a video of it. We are using 19.4.1 swift package version.

I just migrated to the new inbox, and it's pretty great so far, but I've not been able to find a way to edit user notes from it. The old inbox had this functionality. Now, I have to open the user's "contacts" profile in a separate tab, and then edit from there. Is this the only way to achieve this? Also, I was hoping with the new inbox there would be a way to delete user notes, but it doesn't seem that functionality has been added. Seems like a real oversight.

Running Zapier from google drive to intercom to add information into user notes, however it will keep piling on instead of editing the existing notes, and it becomes a huge eyesore and can be very confusing to new staff. I have played around but can't find any way to remove a User Note. Any way around this?

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 everyone, Is it possible to list all snippets from our system? I would like to list them like I list articles (https://developers.intercom.com/docs/references/rest-api/api.intercom.io/articles/listarticles) Best regards

We are a small team looking to maximize our efficiency with Intercom. We want to streamline our customer support and communication processes, but we're cautious about over complicating things with too many features. Find Out What are the best ways to set up workflows in Intercom that are simple yet effective for a small team? Are there any must-use features or strategies we should implement to keep things running smoothly? Additionally, how can we ensure our team remains organized and responsive while minimizing manual tasks? Any tips or information from others in similar situations would be greatly appreciated!

When teammates are out of office (planned or unexpectedly), how are you handling their conversations that become unsnoozed? We use the Reassign Replies option to handle customer that reply to conversations assigned to an OOO teammate, but we’re struggling to know what to do with conversations that become unsnoozed without having someone monitor the inbox to keep it tidy.  We don’t want to use a workflow for when a customer has become unresponsive, because sometimes we’re waiting on an update from another team (like engineering). If you have solutions for this problem, too, I’m all ears. Should we do a back office ticket if we are waiting on the engineering team?  Thanks in advance for any suggestions! 

Hi there, We’re currently using DialPad, but we’re interested in moving over to Intercom. We like the UI difference, and the ease of usage throughout the app. However, I noticed when I text the number I call, it doesn’t send a text message to the “ticket”. Would I be able to get the calling number, work with the SMS texting number? Otherwise, it seems a bit impractical to communicate with clients, where they don’t know which is our actual company number. For example, should my website have the two numbers listed? That comes off a bit misleading. What’s a good work around?

Hi everyone,I’m looking for some guidance on best practices for using Fin with a knowledge base that supports multiple products within the same platform.Our platform now has three core product areas, and we’ve structured our knowledge base to reflect that. Shared tools are documented as a single canonical “source of truth” article, with product specific context pages that explain how that tool behaves within each product and link back to the canonical guide.This hub and spoke structure works well for humans navigating the knowledge base, but I want to make sure Fin is also responding with the correct product context when a customer asks a question. The challenge is that some tools and terminology overlap across products, so if a customer asks about something like the email tool, the correct guidance depends on which product they are using. We want to avoid a situation where Fin surfaces guidance from the wrong product area simply because the terminology is similar. For example, a custo

We’re trying to export Intercom data to Google BigQuery to run more advanced analytics. Right now, we can only view basic reports in Intercom, but we want to analyze conversation trends, response times, and customer behavior alongside other data in BigQuery.Ideally, we need a way to:Regularly sync Intercom conversations, user attributes, and events into BigQuery. Structure the data properly so it’s easy to query. Avoid manual exports and keep everything automated. What’s the best approach to get this data into BigQuery?

Hi everyone 👋We’re currently exploring how to automate our carrier loss/damage claims workflow using Fin AI and would really value input from anyone who has implemented something similar.ContextWe manage parcel claims (e.g. Royal Mail and other carriers) on behalf of merchants. Today, this process involves significant manual review, validation, routing, and follow-ups. Our goal is to reduce manual workload while maintaining a strong audit trail and strict compliance with carrier policies.What we’d like to automate: Collect structured claim data (tracking number, order number, carrier, reason, invoice, proof of sale, damage photos, etc.) Validate required fields and supporting documents Dynamically enforce carrier-specific rules (claim windows, liability caps, required evidence) Route complete claims to the right internal team or BPO Automatically follow up if information is missing Provide SLA-based status updates Support appeal flows if claims are rejected We’ve seen exam