Unanswered questions

I’m working on a gaming website called BaixarGame and want to make it easier for visitors to find useful information and get help when they need it.For a website with many game pages, what Intercom features would you recommend for improving the user experience? I’m particularly interested in using chat, automated answers, FAQs, and targeted messages without making the website feel overwhelming.What setup has worked well for other content-focused websites?

I’m working on a PC gaming website where visitors often have questions about games, installation, system requirements, and troubleshooting.For those using Intercom, what’s the best way to organize these types of questions? Would you recommend using a Help Center with separate categories for game information, technical issues, and general FAQs, combined with automated replies for common questions?I’d also be interested in hearing how other websites use Intercom to reduce repetitive support requests while still providing a good experience for users.

I'm working on improving the support experience for a PC gaming content website and am considering Intercom for customer communication and self-service support.The website covers various types of PC gaming content, so visitors may need help finding guides, understanding technical information, or navigating its sections.I'm wondering how you would structure the Help Center. For example:Should articles be grouped by topic or user journey? How many categories are ideal for a smaller website? What are the best ways to identify common questions? Can Fin help visitors find the right information when their questions are vague?I'd appreciate hearing how others have structured Intercom for a content-focused website.

Hi everyone,We are exploring how we can better measure content readiness before syncing our website pages to Fin. We know about the optimization guidelines, but I'm curious about how other teams assess retrieval quality before doing the sync.Right now, we want to ensure our content is structured so Fin can pull accurate answers consistently without missing context.Here are a few specific areas I'm looking to refine:Testing RAG assessment metrics like precision, recall and answer relevance Identifying content gaps or formatting issues before syncingIf you've built a lightweight Claude workflow or experimented with tools to score content usefulness, I'd love to hear what's working for your team. What metrics or prompts have given you the most meaningful insights?

Hello everyone,I am facing an issue with Intercom Push Notification when it is a cold start (App is terminated, you receive a Push Notification and this notification will wake the App). While testing on Simulator that, if i am running my app from Xcode, terminate the App (on Simulator, not on Xcode), send a message to my test user, wait the push notification, receive it, tap on it but when i tap on it, Intercom Messenger does not opens the modal chat, it keeps me on my WorkListView (WorkList is a subview of RootView, that appears after SplashViews finish animation and transit to WorkListView).I have already made installation (API Key, API ID and Push Notifications are enabled on Settings > Channel > Messenger > Install > Install for Mobiles), Apple Developer is already configured, when i open the Messenger on my App, i can send and receive messages. When App is open but in background i am able to receive and wake the app in the correct modal Intercom window chat, but only t

HelloWhen we try to send a picture on Instagram it doesn’t work anymore as it was working previously.If the customer send to us it’s working very well but not in the other way.It’s just red.Conversation : 215475580844736 

In the last few weeks, it appears Intercom’s behavior around handling copy/pasted email addresses have changed and I really don’t like it. I’m trying to quickly fill out an email template and want to replace a few PLACEHOLDERS with a plain text email address like test@example.com. But now the current behavior instead of replacing the text with email is just adding a mailto: link. So instead of “test@example.com” it becomes “PLACEHOLDER” .I don’t think there’s any universe where adding a mailto link to my intercom message would ever be desired. This is causing me about 2 extra keystrokes to deal with and in aggregate it’s quite annoying behavior and unwanted.

Recently, a new "From" field/line was added at the top of the chat panel with a customer. Unfortunately, this element takes up almost half of the visible screen area in the chat view.While I understand this might have been introduced as part of a design refresh or to improve context visibility, in practice, it significantly hinders daily workflow: Drastically reduced readable area: Agents now have to scroll constantly just to read brief message threads. Slower response times: Managing multiple conversations becomes inefficient when key information and context are pushed out of the viewport. Could you please consider making this header more compact, collapsible, or giving us an option to customize/hide it? 

Hi all,Whenever Fin escalates a conversation to our Customer Support team, it automatically sends its own handoff message to the customer (something like "A colleague from our support team will take a look..."). We can't find any setting to turn this off or customize the wording — it just fires every time an escalation happens.Has anyone found a way to disable this, or at least edit the copy? We'd like more control over what gets sent at the handoff point.Any pointers would be much appreciated — this is fairly urgent for us right now.Thanks in advance!

We've had multiple instances now that calls come in (get added to a team) but no-one can pick-up the call. Is configured, and we see a button in the conversation, but when we click on it nothing happens. Has anyone else experience this?

self‑only performance view in Workforce  (So an agent will only see their performance an not the whole team) - I believe this is in progress as per conversations with the Workforce team but just looking for an update.

Hi everyone,I'm hoping someone has run into this before.We're currently migrating our internal Knowledge Base into Intercom for Fin/CoPilot, but we're not manually creating each article in Intercom. Instead, we're uploading our existing documentation from Google Docs (exported as .docx) or as PDFs. We don't use Notion, Guru, or Confluence.The problem is that every upload loses a lot of its formatting, making the articles much harder for agents—and Fin/CoPilot—to read.I've already tried pretty much everything I can think of: Using Normal text only (no Heading 1, Heading 2, etc.) Using bold text instead of Word heading styles Keeping section labels (Purpose, Process, Before You Begin, etc.) as bold text on their own line Using bold for step titles (e.g. Step 1: Verify the order) with normal text underneath Keeping formatting very simple with basic bullet points Uploading both .docx and PDF versions The formatting still gets stripped or flattened during import.Has anyone success

Getting intermittent hard bounces from Outlook/Microsoft recipients:```550 5.7.515 Access denied, sending domain HELP.HUEL.COM doesn't meet the required authentication level.SPF=Fail, DKIM=Pass, DMARC=Pass``` Setup: domain SPF managed via Sendmarc, mail sent through Intercom → Sparkpost EU. DMARC passes via DKIM alignment, so by DMARC's own rules this should be fine — but Microsoft is rejecting on SPF specifically.I’m being told by Intercom that this is just an accepted loss with not being able to respond to these customers.  Anyone else experience this?  

When an admin sends an outbound email from Intercom, the message exists as a message object but no conversation is created until the recipient replies. Because of this, the API cannot retrieve the outbound email via the conversations API (GET /conversations/{id}) until a reply occurs.Request: allow the API to retrieve admin‑initiated outbound emails immediately after sending, even if the recipient has not replied yet. This would enable better auditing, logging, and integration workflows for outbound communications.

 Yesterday and today we experienced two inbound phone calls in a short period where the phonecalls entered the Hold and assign call step and remained In queue.No available teammate was automatically offered the call, even though atleast one teammate was active and could immediately answer the call manually.Can someone of Intercom check the backend routing logs to determine why no teammate was selected for automatic assignment for these conversations? I've already tried to figure out what might have gone wrong, based on the logging I am thinking it might have something to do with the away status and how we have configured our workflow, but no clear reason could be determined.We have enabled Show team composition in conversation event log, but no team composition events are written to the conversation timeline for new inbound calls. Is there any prerequisite for this feature, or is it expected to work for all Phone conversations?We compared a successful inbound call with a failed inbound

Hi Intercom Team,We're hitting intermittent errors from the REST API that appear out of the blue — not correlated with our request rate or any code change on our side — and that succeed when we retry a short while later.The responses come back as HTML (nginx), not the usual JSON. Two examples:404 Not Found — GET /companies/scroll, x-request-id: 000fb95rqvhcl5nf9to0 403 Forbidden — seen previously (HTML, no x-request-id / x-ratelimit-limit headers)We've increased our retry/backoff, which recovers most occurrences, but some still fail outright.This looks like prior reports:https://community.intercom.com/api-webhooks-23/getting-404-502-and-504-error-from-api-at-the-first-time-then-success-after-retry-10039 https://community.intercom.com/api-webhooks-23/api-requests-are-returning-403-4656Any help here would be pretty appreciated. Happy to share timestamps and more request IDs.Thanks,Faruq 

Anyone else making Fin proactive? How are you triggering it — quick replies or the banner with the three options?We've connected live user activity from Amplitude into Fin soand are using it to make Fin proactive based on real-time behavior. Trying to figure out the best way to actually surface that.So far I've tried:Quick replies — feels like the more unstable/experimental route (schema reference), and the options end up as pretty terse one-liners The banner (three-option version) — more stable, but too small to show the full message before engagingWe want to find a solution that lets us show a bit more text in the proactive message — something in between: more room than the banner gives, but without shrinking down to quick-reply one-liner options.Curious how others are approaching this — which method have you had the most luck with, and any gotchas I should know about before going further down one path?

Hi all,We're seeing an issue after conversations are handed off from Fin to Zendesk:Customer messages are successfully reaching Zendesk Conversations are being assigned to agents as expected Agents can reply from ZendeskHowever, the customer never receives the agent response in the Messenger widget. Instead, the widget remains stuck on: "Waiting for a teammate" The handoff itself appears to be working correctly, so the issue seems isolated to agent replies not syncing back to Messenger after the conversation is assigned. Has anyone encountered this before or have suggestions on where we should investigate? Screenshot attached for reference, thank you in advance!  

From virtual styling to personalized product recommendations, AI is reshaping eCommerce. How do you think jewellery brands like Ears Decor can use AI to improve the customer experience? Explore their collections at https://earsdecor.com.

AI is changing how customers discover and buy jewellery through personalized recommendations, virtual try-ons, and smart search. I noticed Ears Decor uses a modern online shopping experience for diamond and gemstone earrings. Do you think AI will become the standard for jewellery retailers? https://earsdecor.com

Hi team,We're integrating Intercom's MCP server into Fieldwork, an AI agent platform for consumer-brand operators. Our users connect their own Intercom accounts, and the agent calls Intercom tools on their behalf.Dynamic Client Registration against https://mcp.intercom.com currently returns:{ "error": "invalid_redirect_uri", "error_description": "Redirect URI https://app.getfieldwork.ai/api/connectors/oauth/callback is not in the allowlist, reach out to Intercom Customer Support if you believe we should support it"}Following the format Seán set out in the earlier thread on this:Product or tool name: Fieldwork (https://getfieldwork.ai) Exact redirect URI to review: https://app.getfieldwork.ai/api/connectors/oauth/callback Production or staging: production (our only environment) MCP endpoint targeted: https://mcp.intercom.com Use case and distribution model: Fieldwork is a multi-tenant SaaS product. Each end user authorizes their own Intercom workspace through OAuth 2.1 authorization c