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Hi,Would it be possible to automate the assignment of conversations when the responsible person is away, so they don’t end up as unassigned and can instead be directed to a teammate?Previously, when we activated the reattribution feature, we were able to select the person we wanted to assign a conversation to, but that option isn’t available anymore.The reason I’m asking is that the company has six deployment leads, each with a specific client portfolio. A workflow was set up so that conversation assignment is automated, but when one of the teammates is sick or absent, I’d like the conversation to be automatically assigned to a specific teammate.Is this possible? If so, could someone show me how? 😄

I’ve learned from Intercom’s documentation that CX scores are calculated using three signals: Customer sentiment, Resolution status, and Service quality.When I want to understand why a conversation has a certain CX score, the single blended number doesn’t always give enough detail. For example, was it customer sentiment that drove the score down, or did resolution status carry more weight?Is there a way to see the score for each of the three signals individually, rather than just the overall CX score? Having visibility into the individual components would really help in analyzing conversations more deeply and understanding what’s driving the overall CX score.

I’m trying to integrate Intercom push notifications into my React Native app built with Expo (using a custom dev client). I’m using @intercom/intercom-react-native (latest version) and JWT authentication.I can successfully:Generate a valid JWT (confirmed via jwt.io) with user_id and email. Log in the user in Intercom with matching userId and email. Verify that Intercom.isUserLoggedIn() returns true. Fetch the logged-in user attributes from Intercom, which match the JWT payload.Here’s the code I’m using to set up push notifications: export const setupIntercomPushNotifications = async (): Promise<boolean> => {  try {    const { status: existingStatus } = await Notifications.getPermissionsAsync();    let finalStatus = existingStatus;    if (existingStatus !== "granted") {      const { status } = await Notifications.requestPermissionsAsync();      finalStatus = status;    }    if (finalStatus !== "granted") {      console.log("❌ Push notification permissions not granted");      re

Hi,Push notification handling does not work at all on Android + Expo - When opening a push notification from either a terminated, or backgrounded app, the message does not open in Intercom, as it does on iOS, and as is expected.This issue can be replicated in your ‘expo-example’ at https://github.com/intercom/intercom-react-native/tree/main/examples/expo-exampleI have tested using the Expo SDK version in the your `expo-example`, and using the latest Expo version. I have also attempted to fix this issue with some native Android code as suggested by ‘Fin’:In MainNotificationService.javapackage com.example; // Replace with your package import com.google.firebase.messaging.FirebaseMessagingService; import com.google.firebase.messaging.RemoteMessage; import com.intercom.reactnative.IntercomModule;public class MainNotificationService extends FirebaseMessagingService {     @Override     public void onNewToken(String refreshedToken) {         IntercomModule.sendTokenToIntercom(getApplication()

I am using a template to send an outbound email. I want to add a QR code. How do I do this? 

Hello, Is there a way to prevent replies to an outbound chat after a specified time period?  We have the chat paused so it no longer sends, but a customer can still reply to it. Is there a way to prevent that without deleting the outbound chat?Thank you in advance for your help with this question? 

We setup a regular sync between our IC instance and an external website for industry-specific content/context. Filtered URL's to be specific to the pages we wanted, but it still resulted in nearly 25k+ pages being ingested; many of them were repeats/duplicates.Since then, we've attempted to delete/remove the source from the Knowledge center pages with no success. It appears to still be going through regular syncs of new content and never fully removes it. When asking Fin, they suggested it would require API intervention. Requesting assistance to have it fully removed.  

Hello everyone,I'm trying to understand how the total_count value is calculated for the ListConversations and Search Conversations endpoints, as I'm observing some unexpected behavior.When I use the ListConversations endpoint, the total_count seems stable and returns a very high number (around 7 million). However, when I use the Search Conversations endpoint with filters, the total_count is significantly lower and seems unreliable.Here are my specific questions and observations: I added a filter to search for all conversations before today's date, but the result was much smaller (from 7M to around 350k). If I try an earlier date, it returns the same result. Is it possible that the Search endpoint only returns a limited dataset of the entire content? Is the Search endpoint reliable for calculating total_count? For example, when I use the following query to search for conversations within a specific date range: JSON   { "query": { "operator": "AND", "value": [ { "fie

Hi everyone,I work in Customer Care, and my clients reach out via email, inbox, calls, video calls, or Intercom. All interactions are logged in HubSpot. I’d like to send an automated CSAT survey after each support interaction.I’ve seen the CSAT feature in Intercom, which is great for sending instant surveys to clients. However, I also need a way to send surveys to clients who contact me through channels outside of Intercom and I want to be able to track data in one place for my KPIs.Has anyone done this before? Is there an integration we can set up to make it work across all channels?

I already added all the CNAME and TXT record to my DNS server. However, the outbound.intercom is the only one did not get authenticated and i have already wait more than 48 hours for it.It is because i am in the dev environment? 

Hi I am Prakash Hinduja, a visionary in financial strategy, born in Amritsar, India, and currently resides in Geneva, Switzerland (Swiss). I’m trying to set up a workflow in Intercom and want to make sure it only triggers once per conversation, not multiple times. If anyone have any suggestion please share with me. 

I'm using React Native 0.78.3 and using Intercom SDK version @intercom/intercom-react-native 8.6.0. While most features work correctly, the app freezes and crashes on iOS after I open an in-app Intercom message and swipe left to right (from the left edge of the device) to close the Intercom UI View. Reproduction Steps Launch the app on iOS. Trigger an in-app Intercom message. Try to swipe left to right (from the left edge of the device) to close the Intercom UI View. App becomes unresponsive and eventually crashes. We’ve tried on other apps that are using the Intercom SDK and see that the issue is happening. The issue was fixed in @intercom/intercom-react-native 7.2.1 https://github.com/intercom/intercom-react-native/releases/tag/7.2.1 but it happens again on later versions.  Updated I’ve tried to upgrade to the latest version of @intercom/intercom-react-native 9.1.1 and the issue frozen whole app does not happen anymore but all the buttons in the intercom window are still frozen

Hi everyone, We recently started using Intercom’s NPS survey feature, but we’ve noticed our response rates have dropped significantly compared to our previous tool.In our old setup, there were a few things that really helped boost responses: A “dismiss” option that let users hide the survey temporarily, and then reshow it later. An automatic follow-up email if someone closed the survey, giving us another chance to capture their sentiment. A Slack integration so our team could proactively reach out in real time. Intercom suggested setting this up through a Series (survey + email), but that would mean duplicating the Series every 90 days and sending all NPS requests at once, rather than based on user duration or behavior. That’s why we set it up as a survey, less manual work, but it does come with these limitations.We hoped that moving NPS into Intercom would give us deeper segmentation (e.g., being able to filter detractors, promoters, and neutrals by NPS survey, against our interco

I’ve been back and fort with the support team on this for weeks, and made sure to set up Finn correctly. I have this very simple instruction asking Finn to not reply to my customers if it doesn’t know the answer to their question. No matter how I phrase it or how many ways I repeat it, Finn will “behave” for a while and then go back to replying, mostly embarrassing nonsense responses.It’s ridiculous! I keep having to apologize to my customers for the dumb responses it will give to super basic questions. See below my current instructions - I can’t think of another way to repeat this… I keep adding them.Is Finn just not ready for real world usage?Or is it just my account that’s cursed? I can’t keep coming up with different ways to phrase this simple instructions (and the support team can’t either, aparently).   

We are a SaaS company, and have deployed Fin to only half of our user base (which has been very successful to date). We have yet to deploy to the other half (mostly enterprise users) because they each have very unique account settings/configurations. The general content on our help center that supports Fin does not account for each of these unique instances, and would provide incorrect/misleading answers for these users.It would not be scalable/manageable to generate unique content/tagging for each account with their unique settings, so we were excited about the possibility to connect Fin to our custom MCP server to gather contextualized information for users on common queries and answer accordingly. (Discussed here: https://www.intercom.com/help/en/articles/11461635-powering-fin-with-your-external-tools-using-mcp-connectors)However, we can’t find a ton of information on connecting to a custom MCP server rather than using one of the templated options (Stripe, Shopify, Linear). The abov

https://www.intercom.com/help/en/articles/5652381-conversational-support-report#h_c98526bc52Self Serve, Human & Proactive Support.  I am familiar with conversation ID’s, what are the other identifiers that make up Self Serve, Human & Proactive Support.   What differentiates them in the data?  I can’t seem to find a list of identifiers that would feed into those reports.

Hi team!Could we have the same option for Fin AI Agent to have “Prevent customers from rating after a given period of time” same as below?This the current one for Fin AI Agent: Thank you!

Hello, we currently have Fin turned on for our users. It is the first thing our users interact with, we do not have a fin workflow setup yet. Fin will respond first, then if the response was irrelevant or not helpful, a team member will jump in to reply and assign conversation to themselves, in hope that fin will stop responding. However, when the customer replies again, fin will respond again. Is there a way we can stop this from happening?Sequence:Customer messages Fin replies Team mate assigns conversation to themselves and replies Customer replies Fin replies againI know there is a setting that does not allow fin to ask follow questions, but if we disable that then we lose custom answers. Please advise.

Here is what I'm trying to do: Select the box for the pop up optionsSelect an option Here's a video, and I'm not sure why I can't figure this out?    

Is there a way to view if someone else on the team is actively looking at the conversation? Other ticket/chat systems you can usually see someones profile picture icon somewhere to signify that someone is also viewing the same conversation. I know that a chat bubble shows up but that also doesnt tell you who is responding or show you what they're writing.

I am working on a SwiftUI iOS app.  Building with the latest SDK (Xcode 15.4) to run on iOS 16 and above. We set our App’s accent color using the Global Accent Color Name build setting.  As soon as I include the Intercom Package via SPM our accent color is changed to the default blue.  Why is Intercom changing the accent color?

I am using @intercom/messenger-js-sdk for show Intercom button on my website.  Recently, this sdk tries to GET nexus-websocket-b.intercom.io, then 404 returned.Could you check it out? FYI. I can see this errors on this view too. 

Hello!Our backend creates a Back-office ticket via API when a user fails a verification of ours. We’d like to automatically notify the user with a simple message like:“We’re manually reviewing your information and will follow up within 24 hours.”However, it looks like Workflows triggered by ticket creation don’t allow us to send a user-facing message (either in-app or email). We also don’t see an option to create a new conversation from a ticket-based workflow.Questions: Is there any way to send a user-facing message automatically when a back-office ticket is created, without exposing internal ticket content? Do we need to use our backend to create a separate outbound conversation to trigger a user message? Would using a “post”-style message via the API be the cleanest workaround? Our goal is to keep internal review details private but still provide users with a clear update automatically.Thanks in advance for your help! 

Hi team, I’ve set to close my incomplete workflow after 15 mins in AI settings. I’m not seeing an option to include a message for this action. Any suggestions? 

Hi, I’m Prakash Hinduja—a visionary in financial strategy. I was born in Amritsar, India, and now call Geneva, Switzerland (Swiss)I’m currently working on deploying Fin within our support setup and want to make sure it behaves optimally. If you've deployed Fin before, could you share a bit about any challenges you faced and how you tackled them—like setting up language support, customizing responses after assignment, or handling Fin across multiple brands or email addresses? Would love to hear your experiences and tips. Thanks in advance!RegardsPrakash Hinduja Geneva, Switzerland (Swiss)