Unanswered questions

Is there a Preview API endpoint for creating Custom MCP server connectors (not individual HTTP data connectors)? Is it on the roadmap?

Hey everyone,I wanted to ask if anyone else has been having stability problems recently while using arceus x app on Android. For the past few days I’ve been running into random crashes during startup, and sometimes the login process just keeps loading without actually opening anything.At first I thought it was only my device, but after reinstalling the app, clearing cache, and even trying a different network connection, the same issues still happen. I also noticed performance feels slower than before, especially when switching between games or trying to reconnect after getting disconnected.What’s confusing is that everything was working normally a couple weeks ago, so I’m wondering if this could be connected to a recent update or Android compatibility changes. I’ve seen a few people mention similar problems in comments elsewhere, but I haven’t found a proper solution yet.Is anyone else dealing with this lately or found something that actually helps?

Hi,I have written a data connector that will clear all logged in sessions from our own system. This works fine and fin uses it correctly based on the description in the data connector.However, since this will log the customer out, is there a way to get FIN to ask the user for confirmation before running the data connector?Example conversation:Customer: I cannot login, the phone app keeps trying to login, failing and going back to the login prompt.Fin: OK, I can try clearing our data cache, this will clear all logged in sessions? Are you sure?Customer: YesFin - *runs data connect* - can you try logging in again

Hi everyone,since around April 17th, our Shopify Storefront MCP Data Connector ("Search shop catalog") has been completely broken. Every call returns:"Tool not found: search_shop_catalog"Background:Shopify renamed the Storefront MCP tool from search_shop_catalog to search_catalog as part of their UCP migration. The old tool is being deprecated (deadline June 15, 2026), but on some stores it has already been disabled — including ours.What I tried:1. Followed Intercom Support's recommendation: deleted the tool and re-added it. Intercom now correctly detects the new search_catalog. ✅2. But when calling it, I get a different error:"Invalid arguments: The property '#/meta' of type string did not match the following type: object [...] '#/catalog' of type string did not match the following type: object"This means: Shopify's new UCP-compliant tool expects meta and catalog as JSON objects, but Intercom serializes them as JSON strings. The result is rejected by schema validation.I tested the sam

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 have one other question about attribute data and existing reports.Namely: Why are not all attributes available to add in the reports? In some cases we would like to export the drill down of both conversations and tickets, in this drilldown it's possible to add certain attributes as extra columns, but not all attributes are available. Why is that?Is there a work around possible? Or a setting you can change to make this possible? 

Hey everyone 👋, It was fantastic seeing you at the May 11 Office Hours Community Meetup. First off, apologies for the slight delay. I know I promised to drop this file within an hour of our meetup, but I decided to take a little extra time to polish it up and make a significantly better version for you all to use. During the meetup, I shared a quick video of the data framework I use, and a lot of you asked for a copy. As we discussed, a successful Intercom implementation always starts with a Data Collection Plan.  Before you flip the switch on Messenger or Fin AI, you need total internal alignment on: What specific data points you are sending to Intercom. Why your company needs to track them. What outcome each attribute will drive (e.g., routing a VIP ticket, triggering a churn-prevention Series, or giving Fin AI context to resolve a complex query). If you don't define the why and the outcome first, you end up with a cluttered workspace and missed opportunities. 📂 Template - http

When starting a Side conversation, the Conversations details UI, is no longer visible,  Is it possible to to either change the UI so it opens the side onversation in a smaller window so the detail page doesn't dissapear? Or is there some kind of work-around available for this?

Hi everyone,I’m unable to send any WhatsApp message to one specific client. No matter what I try to send, I get the error: “Something went wrong, please try again later.”The client has been waiting for a reply since yesterday, and they also just sent another message a few minutes ago, which I still cannot respond to.I also tried starting a completely new conversation and sending an already approved template, but the same issue still happens.Has anyone experienced this or knows how to fix it urgently?

Would love to see a  way to integrate the Country specific calendar for automatic holiday setup?  Right now, holidays have to be added manually, so having a built-in or sync option would make this much easier.

Hi everyone,We’re using Fin in Hebrew, but we keep seeing cases where Fin adds random English words inside Hebrew replies, even when those words do not appear in our Help Center articles or snippets.We also had a more serious case where Fin inserted Japanese/Chinese-looking characters into a Hebrew customer-facing reply.We already added clear Guidance telling Fin to reply fully in Hebrew and avoid English unless it is a brand name, URL, product name, or a required term. The issue still happens.Intercom Support suggested using Guidance and mentioned the multilingual glossary, but also clarified that the glossary does not apply to AI-generated replies.Has anyone using Fin in Hebrew or another non-English language found a reliable way to prevent this?Is this something Guidance can actually solve, or is this a current limitation of Fin?This is affecting customer trust, so any practical advice would be appreciated.

Title: How to get our redirect URI allowlisted for MCP DCR?Body:Hi team,We're integrating Intercom's MCP server into our platform, which lets customers connect their own Intercom accounts to AI agents they build with us. When attempting Dynamic Client Registration, we get:POST https://mcp.intercom.com/register{ "error": "invalid_redirect_uri", "error_description": "Redirect URI https://app.integry.io/auth/redirect/ is not in the allowlist, reach out to Intercom Customer Support if you believe we should support it"}A few questions:What's the process to request a production redirect URI be added to the allowlist? Is this handled through Customer Support, developer hub, or a partner channel? Are there review criteria or a security questionnaire we should prepare for? Can we allowlist a staging URI alongside production in the same request? As an alternative — does the MCP server accept access tokens issued by a standard Intercom OAuth app (via app.intercom.com/oauth) as bearer tokens? If

Hi there,Working with the HubSpot Integration, I need to create a ‘list’ field and enter every Country in a drop-down field, so that the user does not have to manually enter this information and then this will be synced over to HubSpot. The challenge is that Intercom limit ‘People Data’ fields to 35 options, and you can’t use Conditional Fields either.So given this limitation, and the fact it has to be People Data Atrributes, has anyone else face this challenge and come up with a workaround? Is there any other way to pass the country to HubSpot from the other values in Intercom that simply cannot be mapped or used in many cases it seems?Is there anyway to pull in data from HubSpot to a Custom Data Field in People Data?It seems the sync is just Intercom to HubSpot, so I don’t believe I can do anything here with the limitations of Intercom’s People Data lists.Thanks in advance. IM.  

We are testing Custom MCP with OAuth for a multi-tenant SaaS use case.Observed behavior: after one admin completes the OAuth flow, all Fin conversations appear to call our MCP server with the same OAuth token, even when the current conversation belongs to another customer/account.Can you confirm:Is Custom MCP OAuth stored at the Intercom workspace / connector level? Does Intercom support per-contact or per-company OAuth grants for Custom MCP? Can Fin trigger an OAuth authorization flow for the current end customer during a conversation? Can Custom MCP tools receive Intercom User Tokens from auth_tokens, or are User Tokens only supported by standard Data connectors? Does every MCP tool call include a stable Intercom workspace/contact/company identifier in metadata or only via configured tool input parameters? Is there a supported way to send a dynamic Authorization header per current Messenger user for Custom MCP? If not, is the recommended design to use standard Data connectors with Us

I have a workflow set up as follows:If the customer has been unresponsive for 30 seconds → Snooze (4 hours) → Closing message → CSAT → Close.The issue I’m facing is that when the snooze timer ends, the conversation is assigned to another teammate (e.g. Bryan) before the closing message and subsequent actions are triggered.For example, Anthony handles the conversation for 10 minutes and then snoozes it. When the snooze ends, it gets assigned to Bryan (because Anthony at assignment limit/ away status). The bot then sends the automated closing message and completes the closing actions. As a result, Bryan’s handling time shows as 0–10 seconds (depend how long it takes for the bot to take the subsequent actions), even though he did not actually handle the conversation. However, he is still included in the report because the conversation was assigned to him. This impacts his handling time metrics, as the average is calculated based on total conversations.I have tried adding an “Assign to Cat

Has anyone successfully managed to setup access for customers to the ticket portal without using JWT authentication? We’re not a SaaS business, and our customers run the software on premises, often behind firewalls without access to the internet, so integrating intercom into the platform is a non starter. I’m looking at launching with Email & Slack channels, but have hit a blocker with the ticket portal feature - ideally I do not want to have to build a customer interface to surface this to customers. 

It appears new features are regularly deployed without testing against multilingual use cases, we now have Procedures, and Recommendations incompatible with our workspace, seemingly due to multilingual articles.Great example of "garbage in - garbage out"If your database isn't ready for AI, funny things will happen, and I suspect the Articles database has some poor architecture in the relation to parent pages against their multilingual pages.Fin AI poorly executes against multilingual, time and time again. I am losing confidence that Intercom's multilingual articles are being considered in the new deployments of products.Recommendations breaks with multilingual, Procedures break with multilingual. Hoping this is fixed soon!

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Hopefully I can describe this as simply as possible to see if this is expected or if anyone has run into this.I have an escalation rule set and live for audience A. I have batch testing setup in the test section and for each batch I set an audience B-H, one at a time or a single one (doesn’t matter). But batch testing is never tested as audience A. For any batch test that I run for any audience B-H, the escalation rule is triggered, meaning that it automatically escalates so that I cannot test my content or other guidance. I must turn off escalation rule for Audience A, test in the batch section as Audience B to get my answers, and then turn on escalation rule for Audience A. This does not seem like desired behavior.If I just skip the batch testing and test directly in my product via the messenger, the Escalation Rule is not triggered and works properly.Does anyone know what could be causing this? Is there another setting I am not aware of?  An example of escalation rule being turned o

We are trying to give prospects and new customers a cleaner way to consume onboarding material outside the standard Help Center flow.Right now I am comparing a few approaches:public Help Center collectionsPDF handoutsa short web-based booklet that sales or CS can share before handoffI have been testing Booklet AI for the booklet-style option because it turns a prompt into a shareable guide, but I am curious what other teams here are using.If you have done this well, what format worked best for adoption and follow-up questions?