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We are using Jira for tickets with the basic mode. In it, I created custom workflows. I made several workflows, and they were working fine, allowing tasks to be created in Jira. However, at some point, all of them stopped working and started returning a 401 Unauthorized error. Even though we completely reinstalled Jira for Tickets in Intercom yesterday. Now, none of my custom workflows are working. I found articles where people reported the same problem. Is there a solution?

Here's what I would like to achieve: New Calendly booking with contact information including phone - IMPORTANT: Booking is not created in Intercom’s messenger / Calendly application Contact is automatically created as a new contact/lead in Intercom (if does not already exist) Intercom updated with Contact and phone number and email Intercom automation sequence that sends a out

hello good morning how i can ask question

Hey! I am trying to set up Fin for our WhatsApp channel but am running into an issue:Within the Messenger it is pretty straight forward to initiate Fin to respond and then allow a human handover because every conversation/topic/question is in a different thread. However in WhatsApp you only have one thread. If a user therefore asks a question, Fin responds and hands the conversation to a human and the user then has a new question, Fin is not automatically triggered to answer. How can I work around this? Is there possibly a way to treat messages that are sent after one day of inactivity as first-messages?  Thanks for the help!

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 overcomplicating 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!

Hi everyone!I’m new to Intercom and have some questions which might come across as extremely basic.  I’m trying to send out a once off message to a select cohort, but Intercom continues to send this to people who match in the future. Is it possible to send this once only at that given time? I’m creating a series for new users who sign up. It has 7 touch points over 3 weeks. I want a user to exit the series when they make a purchase, and begin another series. The attribute is [is_customer: true]. Once this updates, I want them to exit the following engagements.  Has anyone integrated Intercom with Slack? I want to be notified in my slack channel when someone starts a conversation. Is this possible? What is an underrated feature on Intercom? (Just out of curiosity!)Thank you in advance. 

Hello everyone, I’m Darshan Hiranandani, I'm seeking assistance with configuring the default contact for inbound emails to use the reply-to address. Does anyone have experience with this or know how to set it up? Any suggestions, tips, or step-by-step instructions would be greatly appreciated. Thank you for your help!

Is there a way to train FIN for more scenario based questions. Our customers have different use cases for our product and it would be very helpful if we can train fin to help answer scenario based questions. 

Hi! I'm currently in the process of setting up Fin for email. As we'd like to offer personalized (Human) Customer Support to our Users, I want to set up Fin for email for Leads. However, 56% of our emails sent by Leads are spam/marketing messages, and I don't want to be charged for all these emails.In related topics (How to avoid Fin trying to offer solutions to marketing emails and other spam?) I see that other users tag these emails and exclude them from Fin's audience. However, I'm not sure how to identify these emails as such so I can set up my workflows and give them a tag. Does anyone have some advice? 🙏 Thanks in advance!

Hi guys, One of the things we do is to measure the number of tickets/conversations we started.What’s the best way to create a report that shows that on a weekly/monthly basis? Thank you!Ro

Hello everyone! Is it possible for an outbound message be sent and assigned to a team inbox, allowing them to be notified when it’s triggered?We have developed a custom event for when a customer (traveler in our case) attempts to submit their booking but encounters a failure that prevents submission. Once this occurs, an outbound message is sent to them stating that we noticed the failure and that one of our agents will reach out immediately for assistance.I noticed that if this message is sent, our inbox is not triggered until the customer replies to the outbound message. We want to notify out agents immediately to help customers proactively. 

I’m looking for guidance on setting up workflows in Intercom that seamlessly sync with my CRM. Specifically, I’d like to understand how to integrate the two systems, map data fields, and ensure real-time updates between platforms (Read More). Are there any step-by-step guides, best practices, or common pitfalls to avoid during this process? Additionally, I’d appreciate tips on using workflows to automate lead management and streamline sales pipelines effectively.

Hello,I am using Intercom API in a GCP cloud run to do several things, especially updating a user.Sometimes it works, but sometimes I get an 401 error: “token_not_found”, and I checked multiple times with logs: I am always sending the access token and it’s the right one. “intercom_user_id” is also the right one.I also checked multiple times my server and logic, and there’s no error. It’s happening both in production and test mode.Here are some request ids where this error happened: 0003sad4ua316ingi1l0, 000an1qat9nc63bsg160, 0021017ivsn8tt93ipd0.Here is the call in python:url = f"https://api.intercom.io/contacts/{intercom_user_id}"headers = { "Authorization": f"Bearer {settings.INTERCOM_ACCESS_TOKEN}", "Intercom-Version": "2.12", "Content-Type": "application/json",}update_dict = intercom_profile.model_dump()try: response = await httpx_client.put(url=url, headers=headers, json=update_dict) if response.status_code != 200: log.info(response.json()) log.i

3 months ago Intercom communicated about a feature to merge conversations in case of doubles.It was mentioned it’s on their roadmap, but no timeline was communicated.Do we already have a view on when this would get implemented?Thanks!

Hi Community, I’m looking to integrate multiple third-party apps with my Intercom workspace. Is there a limit to the number of apps I can connect? Also, are there any performance issues or best practices I should be aware of when managing multiple integrations? Thanks in advance for your help!

I'm playing around with the new Survey feature - which is very cool to have in Intercom, but I'm missing the option to spread sending the surveys over time to a big group of people. For example, if I have 10,000 users who login each month, I don't want to send it to 10,000 right away. I want to send the survey to 2,500 random people each month for the next 4 months. Ideas?

We have many articles that are not part of any collection. We do that to keep the help center light weight, but we do need these articles to show up in search.The problem is that these articles when accessed using the URL, do not show up with header or footer.How can we fix it?

In our team, we have agents who use Intercom conversations to send outbound messages to customers. Customers do not always respond to these messages. I would like to be able to generate a report showing the number of conversations created by an agent, along with information on how many outbound conversations received a response from the customer and how many did not. Without this capability, I may have to consider switching to another platform for our company. Thank you for your assistance.Let me know if you’d like any adjustments!    4o

We have a few of our team who have to switch to cover various lanes throughout the day. Is there any way to schedule these in advance to change the teammates inbox at the scheduled time?

Hi,I've set up a Series with an entry rule to check for new customers and I want to send them emails after a few days. Which would work better - a Wait block (for X days) or a Rule block (First seen exactly X days ago)?Wait blockRule blockThanks

Can Fin read data from my excel sheet or Google sheet and answer user question? I tried to add the google sheet as webpage for Fin content, but it shows error.

Hi,We’re looking to upgrade React Native and use the “new architecture” https://reactnative.dev/architecture/landing-pageHowever all libraries with native dependencies need to support the new architecture before this can be enabled.Is there a plan to provide a version of intercom-react-native https://github.com/intercom/intercom-react-native to support the new architecture?Richard

Hi team,I’m exploring the possibility of integrating Trustpilot with Intercom and would love to get your insights. Does anyone have experience with this integration or know of any tools or methods to make it happen?Any suggestions or recommendations would be greatly appreciated!Thanks!RegardsDarshan Hiranandani

Hi Intercom,We're building tools to help our team manage help center content more efficiently, but we've encountered a discrepancy that's causing some challenges.Currently, the article ID returned through the Articles API (/articles endpoint) doesn't include the activeContentId required in the Intercom app URL for editing articles. For example:API response article ID: 10515400 Required activeContentId in URL: 11181100 (e.g. https://app.intercom.com/a/apps/ej501111/knowledge-hub/all-content?activeContentId=111811--&activeContentType=article&editorMode=view)This means we can't programmatically generate direct links to the article editor in the Intercom app using the data from the API response.Request: Could you consider adding the activeContentId to the API response? This would allow us to generate accurate deep links to articles in the Intercom app editor, making it much easier for our team to quickly access and edit specific articles.Current API response:{ "id": "10515400", "ty

Hi everyone,Our company offers a mentoring program when customers purchase a specific product package through a third-party provider. We now want to train Fin with this mentoring knowledge and make certain information visible only to these customers. So instead of watching content they can quickly ask something and Fin provides the answer. If I understand correctly, the necessary steps are:Set up a custom domain and enable cookie forwarding. Add the login link and set the Help Center to private. Upload the customer CSV file and add custom attributes. Assign articles to specific user categories, making them accessible only to the intended audience.I have a question regarding step 2:Fin states that the login link should match the custom domain. Is there a way to use the third-party provider’s website for login instead? This would allow us to instantly identify customers who purchased the mentoring program. Or is this only possible via custom attributes?Would anyone have a better approach