Unanswered questions

Hello! 👋 Our Quality Assurance team has a strong focus on manually evaluating conversations handled only by our human teammates. At this time, Monitors will not pull conversations for review unless the following parameter is met:The conversation must include at least 2 messages from Fin and 2 messages from the customer. Would it be possible to not have this parameter in place? A substantial amount of our conversations (especially emails) do not involve Fin, and they are equally important for evaluating the overall Customer Service experience. Thank you! 😊

Good morning! I have a question regarding the current Messenger outage.Are customers still able to submit support tickets, and if so, do those conversations simply remain in the queue until the outage is resolved? Is there any message displayed to users who are trying to access the Help Center or contact Support during the outage?I'm also wondering how this outage impacts our responsiveness metrics. For example, does the time waiting during the outage count toward our first response time and responsiveness reporting?Thank you!

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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 there, The new ‘From and Reply‑to’ fields are always visible when you’re writing an email, I’ve noticed this change today, 23 July 2026.Can you please make this a preference so that one can toggle this on/off based on experience. I get that this is nice for people to see who they are sending the email to which is great but not ideal if it is going to take up that much space.It takes up the view in a conversation so make the conversation section smaller due to the block.Thank you in advance.Best regards,

Since today we have noticed that the new link editor automatically modifies URLs when adding or editing links in emails.The issue is that the editor decodes already percent-encoded characters inside the URL path, which changes the actual URL and breaks our download links.ExampleOriginal URL:https://xxxxxxx.xxx/.platform/customerdata/zbHfKMjdoCqhmXfSccxGpiD7AglaH%2B8DzS7jE%2Bvjbl%2F%2FnDJQggRqcINpVye5ybA3GQrIQtOHPl7GEr%2Bb6kWBgQ%3D%3DAfter saving with the link editor:https://xxxxxxx.xxx/.platform/customerdata/zbHfKMjdoCqhmXfSccxGpiD7AglaH+8DzS7jE+vjbl//nDJQggRqcINpVye5ybA3GQrIQtOHPl7GEr+b6kWBgQ==The editor converts:%2B -> +%2F -> /%3D -> =The conversion of %2F into / is particularly problematic because it creates additional path segments, making the URL invalid.These are signed download URLs, where the exact path is part of the signature. Any modification of the encoded characters invalidates the link.This worked correctly until today and started after the new link editor was i

I review the questions customers ask FIN. At some point in the last 5 days a change was made and now when I view the conversation (from Reports, FIN involved) the convesation automatically goes the bottom and I have to scroll up to the top for every conversation. How can I change this behavior?

 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 support,It seems like something quite big was added to the intercom-ios repo on Github, such that cloning the repo is now a >3GB download.(see https://api.github.com/repos/intercom/intercom-ios -- size: 3144481!)SwiftPM does deep clones, so a fresh build on xcode now takes several hours due to waiting for the intercom package.Can something be done about this?Cheers,Tom McLean

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

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

We've had the iOS Messenger down for ~2 months on our production app (React Native, @intercom/intercom-react-native 10.3.4, US workspace, appId m4e3h09o). Android works fine with the identical integration.Symptoms: the Messenger opens but content stays empty; the native console shows repeated "network error – the data couldn't be read because it isn't in the correct format" on update-user and fetch-composer-suggestions. curl to api.intercom.io succeeds, so it isn't connectivity — the SDK is receiving a response it can't parse (JSON deserialization failure).What we've already done: confirmed appId + iOS key resolve to the same workspace; ruled out init order, ATS, SSL pinning, duplicate packages and region routing.The telling part: a minimal, empty Expo project with the same appId/key loaded the Messenger correctly on one run, then reproduced the exact same error on a later run — with nothing changed locally. An identical client that passes and then fails with zero local changes points

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.

Hi team!I'm trying to understand how a customer ticket that was closed 3 months ago got reopened, despite our settings that should prevent it. I'd appreciate help understanding the mechanism.Setup:Tickets Portal is enabled for our customers Under Settings > Channels > Messenger > Control inbound volume, "Prevent users replying to closed tickets" is ON, set to 30 days (same for visitors and closed conversations) We have a workflow with the trigger "When a ticket is created" (Customer tickets, Web, Users) that applies an SLA and assigns tickets to our support teamWhat happened (from the ticket activity log):3 months ago: customer submitted a ticket via a Messenger ticket form, it was handled and manually closed by a teammate 4 days ago, on the same ticket ID, this sequence appears in the activity log: Company attribute set (by AI/automated attribution) Moved to "Submitted" and shared SLA applied by our "when a ticket is created" workflow Assigned by that same workflow Import

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?  

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

Hi intercom,In order to integrate with other chat service.We're evaluating the possibility of replacing the Messenger widget with our own chat UI, backed by the conversation API / or intercom-node. I found this post before: You will need to handle apps inserted into the messenger and conversations. You will miss out on a lot of the features offered by Operator. May I know what exactly will miss / break if connecting via API ?this is what i found so far: 1. Canvas Kit apps in conversations2. Fin replies: does Fin's answer arrive as a normal `comment` part (plain text/HTML we can render) ?3. Read/seen stateAnything else that silently breaks in a custom UI when Operator/Workflows run ?Or is there a guidance in document regarding this approach?Thanks

Hi all,Looking for guidance on customizing Fin's default human handoff behavior (We use Fin over API).Right now, when a user asks for a human (Right from the first message), Fin responds with:"I understand you would like human support. Would you like me to connect you to a human agent? You can also continue working with me and provide more details if you prefer."We're building a multi-stage escalation flow (a short ladder of clarifying prompts before handoff) to collect 3 key infos for our support team (What customers were trying to do in the product, where are they in the product, what happened), but we need the final stage to first check whether the user already gave issue details earlier in the conversation, rather than asking for information a third time if they already provided it. I understand that Escalation Guidances are stateless so we can’t store anything in there. How can we build a robust support detail collection flow in case customer asked directly for human agents? i.e (

Hi everyone,I'm having an issue with Dataset Export in Intercom.In Daily Report I can successfully filter by "Brand is not [specific brand]" and get the correct data.However, when I go to Dataset Export, the same Brand filter is available in the UI, but when I select it, there is no content inside (no brands to choose from). It feels like the filter is broken in Export.Has anyone experienced this? Is there a known limitation or workaround?Thanks in advance!

Test Environment:OS: Windows 11 version 25H2 (OS Build 26220.7523)Browser: Edge (Version 151.0.4129.15)Screen Reader: NVDA (2025.3.2), JAWS (2026.2512.50), NarratorURL: https://help.enlyft.com/en/articles/11242176-enlyft-web-browser-extension-download User Impact:Users who rely on screen readers cannot understand the purpose of the iframe because its name is not announced. This makes the video content inaccessible and prevents users from deciding whether to interact with it. Pre-Requisite:Turn on Screen Readers: NVDA: Ctrl + Alt + N JAWS: Ctrl + Alt + J Narrator: Ctrl + win + Enter Verbosity: NVDA: Default JAWS: Beginner, Highest Narrator: Default Repro Steps:Open the URL: https://help.enlyft.com/en/articles/11242176-enlyft-web-browser-extension-download in edge browser in windows. Press down arrow key to navigate to the YouTube video in browse mode. Verify whether Screen reader announces the name for iframe present on YouTube video in windows or not.Actual Result:Screen reader do

Test Environment:OS: Windows 11 version 25H2 (OS Build 26220.7271)Browser: Edge (Version 143.0.3650.75)Screen Reader: NVDA (2025.3.2), JAWS (2025.2508.120). NarratorURL: https://www.intercom.com/help/en/articles/9639255-getting-started-with-intercom User Impact:Screen reader users will miss the ‘Did this answer your question?’ label for feedback controls, making it unclear what the controls represent. This can lead to confusion and incorrect responses during feedback submission.Pre-Requisites:Enable NVDA Repro Steps:Open the URL: Getting started with Intercom | Intercom Help in edge browse in windows. Intercomm page will open. Press tab key to navigate to the Feedback controls. Verify whether Screen reader is announcing the 'Did this answer your question?' label for the feedback controls in windows or not.Actual Result:Screen reader is not announcing the 'Did this answer your question?' label for the feedback controls in windows.NVDA announces: Disappointed Reaction toggle button not p

DISREGARD - MEANT TO SUBMIT THIS AS A FEATURE REQUEST.

Looking to connect with experts / consultants to assist us in setting up our intercom instance.Contact me here or on LinkedIn : https://www.linkedin.com/in/balthazar-villey-desmeserets/ Thx

Fin reads phone numbers too quickly Request: add a setting to slow down or format phone number delivery