Answered

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?

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

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

I know there is no native integration to use intercom to respond to Amazon or eBay messages, but is there any third party addon that enables this?

We are currently attempting to test deployment of Fin for Zendesk Messaging and are encountering some issues where the Zendesk messaging widget is blank. We have tried multiple audience configurations with no luck.Why is the widget blank despite seemingly meeting the audience conditions and the deployment of Fin being live? Example of a conversation log in Fin of this:   When someone does not match the audience for Fin, shouldn’t they still experience the Zendesk Messenger/AI Bot or are they completely locked out of any messaging experience?

Hi!One of our customers uses Intercom, and in order to create a pipeline between our backend and their order processing workflow, we created an API account in Intercom which we set to our company’s email. The customer now wants to have full control of the API account, without having to fiddle with changing the API token. Will the API token remain functional if the API account’s email is changed? Thanks!

We have two Help Centers in our workspace:1. GreenPal Help Center — help.yourgreenpal.com (working fine, no issues)2. GreenPal Pros Help Center — pros-help.yourgreenpal.com (recurring issue)Problem:When we set the Pros Help Center to HTTPS (quick setup), it works initially but after some time it automatically reverts back to HTTPS (manual setup) and shows as "Not Live." We have to manually go back in and re-enable quick setup each time this happens.The main Help Center (help.yourgreenpal.com) has been on HTTPS quick setup for a long time with no issues.DNS Configuration (verified correct):- CNAME for pros-help.yourgreenpal.com points to us.intercomhelpcenter.com- Set to DNS only (no Cloudflare proxy)- Cloudflare SSL mode: Full (Strict)- No CAA records blocking certificate issuance- No conflicting SSL certificates at the DNS levelNote: Since both CNAMEs are DNS only, Cloudflare is not in the traffic path for either Help Center — so Full (Strict) mode should not affect certificate provis

Hi there — I’m wondering if anyone can share best practices for setting expectations in the Messenger that customers are not always in a real-time live chat with a support agent. As many of you probably experience, our agents often help multiple customers at once or may be briefly unavailable. However, some customers assume it’s a live chat and will send repeated messages asking if we’re there if we don’t respond right away. I imagine there must be a good way to set expectations through automated messages or Messenger settings, but I’m not sure where to start. Any suggestions would be greatly appreciated!

I want to be able to check if making a change to content will improve Fin’s answer to a question without first having to publish it. Is there anyway to do this? 

The article page needs to support full markdown syntax because without it, all articles copied from markdown become very messy, requiring every line to be adjusted, which is very labor-intensive. Therefore, support for full markdown syntax is needed. This should not be a very complex task, and we hope it can be supported. We have hundreds of articles that need to be uploaded, and this is too exhausting.

We’re migrating from Zendesk to Intercom.In our App, we have notes that preserve certain actions and any associated Zendesk tickets with URLs to that ticket, like https://{workspace}.zendesk.com/agent/tickets/12345.We’d like to record a direct URL to a ticket in the same fashion with Intercom. However, it’s not immediately apparent what that URL would look like.If I have just created an Intercom ticket via the API with id 12345, what would the URL to that ticket look like?

How can I add tables to the chatbox? If I try to copy a table and paste it on the chat it was just plain text without a table. Can this be resolved?

When messages are sent via email, any signature footers (particularly complex HTML signatures) cause a lot of unnecessary bloat. Appreciate the reasons for not rendering the HTML, however ideally we'd like to strip out the footer but still be able to access it when viewing the "raw email". There are a couple of open source projects that aim to facilitate removing signatures:https://github.com/mailgun/talon/p>https://github.com/Smile-SA/signatureremover/p> Would this be a feature that Intercom is considering/would consider adding? 

 I’d like to request assistance with turning off the image replies feature for our Fin AI Agent. Currently, Fin automatically includes up to three relevant images/GIFs from our support content in its responses, but we'd prefer to have text-only replies.I understand this isn't a self-serve setting and requires support assistance to disable. Could someone help us turn off this feature for our workspace?Thanks for your help! 

Fin Voice: Option to view what document or guidance the Fin Voice is using when answer the clients inquiry (same with email and chat). 

Hi there,I've been looking through Intercom documentation, and it seems like there's something called a Custom Channel and an event called "custom channel base event." However, when I dig a little deeper, it seems that’s somehow connected to Fin?Not trying to integrate a conversation with the Fin chatbot; rather, I am looking to use my own pipeline for our users to interact with my customer service team in Inbox.What I'm looking to do is integrate my custom app as a custom channel in Inbox so that our team can interact through our own managed integration via API.Does anyone know:How to access this capability? If this feature is gated? Whether usage of this feature is billable or if it is included in the standard subscription tier?Thank you!

Ability to Rearrange Guidance. Make this section movable. This will help us Manage the old and new guidance better.  Put an alphabetical option Include created by date or by person for better visibility (aside from change log) but change logs disappears. Ability to rearrange by drag and drop so that we can make related guidance close enough for visual control.

The Claude integration has access just to the conversations. It will be good to give access also to the Help Center and The Articles and help us to improve the content.