Tips from the Intercom Team

We noticed a recurring issue in some of our Fin-involved conversations. Fin was surfacing Help Center content that included phrases such as "please contact support" or "reach out to us through the Messenger."While this wording makes sense when someone is reading an article independently, it can cause confusion during a live support interaction. When Fin presents this type of content mid-conversation, it can give the impression that the customer is not already receiving support. This creates friction and can lead to drop-off.To improve the experience, we provided more specific guidance for Fin to follow. We instructed it not to include phrasing that directs customers to contact support, since they are already in a support conversation. Instead, Fin should treat the interaction as part of the support experience by either providing the information the customer needs or asking for clarification to help resolve the issue.This change reduced unnecessary loops and made

Recently we made a small change with a big impact in our Intercom workspace. We’ve now enabled Fin to re-engage customers if their conversation hasn’t been picked up yet. After a set wait time, Fin checks back in: “While you're waiting, would you like to chat with me (Fin AI Agent)?” If the customer says yes, Fin will attempt to resolve the customers issue. If not, the conversation stays right where it is in the team queue. Why this matters?Because it’s a game-changer for speed and efficiency. We’re seeing more conversations resolved automatically, fewer customers waiting around, and less work piling up for the team. How to enable it in your workspace: Go to your Workflows page Create a new workflow using the If teammate has been unresponsive trigger In your audience rules select the team inbox(es) you want this to fire in,

You can use AI tools like Claude or ChatGPT to: Repurpose internal content: Quickly convert internal documents and product updates into customer-friendly Help Center articles. Review and rewrite: Rephrase content to match customer language. Ensure proper formatting (headers, bullet points, etc.). Clarify ambiguous terms.  Using AI tools works really well if you create a style guide with the structure, formatting, tone of voice, and template you'd

Hey everyone, I’m Beth, Help Center Manager here at Intercom. Besides creating articles, one of the most important duties of managing a Help Center is making sure those articles are kept up-to-date and helpful. Our articles are not only used by our customers, but are also seen and shared by our support reps. Equipped with their deep knowledge of Intercom’s products and features, they’re often the first ones to spot content that looks stale or inaccurate, so who better to flag it than our own Support team, and what better place than from the article itself? By setting up an inbound Workflow

Have you ever found yourself pounding your head against the wall trying to figure out a simple way for your team to delete a single Conversation in Intercom? For a long time the only way to delete a conversation was by deleting the Intercom User or Lead associated with the Conversation. But by doing this you not only delete that single Conversation, you also delete that User/Lead and every other conversation that is associated with them. Recently our Engineering team added a ‘Delete a Conversation’ call to the Unstable version of our REST API. This new endpoint a

 Most teams switch on Fin and hope for the best. The best teams build a ritual.In this episode of Support Stack, Conor Pendergrast (CustomerSuccess.cx) and Jen Weaver (Supportman) show you how just 15 minutes a day reviewing Fin’s conversations can transform your AI performance and customer outcomes.What you’ll learn in this episode:🔍 Where to find the conversations Fin couldn’t resolve🛠 How to turn those conversations into better answers with snippets and articles⚖️ Why snippet sprawl is a hidden risk — and how to avoid it📈 The habits that help Fin (and your team) get smarter every dayIf you’re using Intercom and want to get serious about AI-powered support, this conversation will give you practical steps you can use immediately.Subscribe for more behind-the-scenes looks at how real teams are making Intercom wor

 Guessing where to improve Fin wastes time. Topics Explorer shows you the exact conversations where Fin struggles so you can fix what matters first. In this Support Stack episode, Jen Weaver (Tettra) and Conor Pendergrast (CustomerSuccess.cx) walk through:Selecting the right scope and metric to surface real opportunities Generating a Testing Group from past conversations by topic Rating answers with keyboard shortcuts and product-expert notes Deciding whether the fix is content (articles/snippets), data (attributes/connectors), or actions (Fin Tasks) Preventing wrong-product answers by pushing the right user attributes into Intercom and guiding Fin accordinglyYou’ll see a real example where a new product area had a low resolution rate due to thin documentation and missing signals. We show how to diagnose i

Tired of getting customer messages that just say “It’s broken”? In this episode of Support Stack, Jen Weaver from Supportman shows Conor Pendergrast (CustomerSuccess.cx) exactly how they trained Fin to clarify error details before the ticket ever hits an agent.We go behind the scenes in Intercom’s Fin guidance settings so you can see the wording, the workflow, and the real impact this setup has on reducing back-and-forth.Practical, real-world Intercom examples — no theory, no fluff. 

 What changed when Pupil Progress pushed Intercom’s Fin to the front of their support flow and rewrote their help centre for humans and AI? In this episode of Support Stack,  Conor Pendergrast (CustomerSuccess.cx) interviews Tobi Davis (Head of Customer Experience, Pupil Progress) about how Tobi’s team lifted Fin’s resolution rate from ~55% to ~75% in about two months, and why it now holds steady at 75–80% weekly. You’ll learn: Why going AI-first with a clear “talk to a human” option lets users self-select the path they want How to rewrite your help centre for two audiences: people and Fin The role of audiences and attributes so answers change by role, subject or context When to use custom answers, snippets and narrow articles for precise guidance Why they focused on content and

This recipe will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team. Check out the video walkthrough here on how to set up this workflow. 👇  Step 1: Start a new workflow Navigate to the Workflow section of your workspace here. Click the + New Workflow button, typically located in the top-right corner of the screen. From the options presented, choose to build your workflow from scratch.Select Create from scratch.

This Fin Task was designed to help customers quickly understand whether an issue they’re experiencing is related to a known incident, without needing to contact support directly. The goal was to make it feel fast, human, and reassuring while surfacing relevant technical information from our infrastructure. 🌍 Step 1: Detect the Customer’s Hosting RegionWe start by detecting the customer’s data hosting region, which is stored as a company-level attribute in Intercom. This attribute is critical — it allows the task to tailor its response and status checks to where the customer's workspace is hosted.Regions we support include:

Hey everyone 👋 My name is Ivan and I’m a Customer Support Engineer here at Intercom. You might’ve seen my face around if you messaged our support via the Messenger 👷🏼‍♂️ Here’s a sample Python scrip you can use to copy your articles from your US to your EU workspace 👇import requests# set parameters for US and EU endpoints/headersintercom_token_us = "<YOUR US TOKEN GOES HERE>"intercom_token_eu = "<YOUR EU TOKEN GOES HERE>"intercom_us_url = "https://api.intercom.io/articles"intercom_eu_url = "https://api.eu.intercom.io/articles"# header used to get the articles from US workspaceintercom_headers_us = { "Authorization": "Bearer " + intercom_token_us, "Accept": "application/json", "Content-Type": "application/json",}# header used to create the articles in EU workspaceintercom_headers_eu = { "Author

This recipe will guide you through how to set up a Workflow that automatically routes conversations to a specific team based on your requirements. Check out the video walkthrough here on how to set up this Workflow. 👇    Step 1: Start a new Workflow Navigate to Fin AI Agent > Workflows. Click the + New Workflow button. From the options presented, choose to Create from scratch.

This recipe will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team. Check out the video walkthrough here on how to set up this workflow. 👇  Step 1: Start a New Workflow Navigate to the Workflow section of your workspace here. Click the + New Workflow button, typically located in the top-right corner of the screen. From the options presented, choose to build your workflow from scratch.

This recipe will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team. Check out the video walkthrough here on how to set up this workflow. 👇   Step 1: Start a New Workflow Navigate to the Workflow section of your workspace here. Click the + New Workflow button, typically located in the top-right corner of the screen. From the options presented, choose to build your workflow from scratch.

This recipe will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team. Check out the video walkthrough here on how to set up this workflow. 👇 Step 1: Start a New Workflow Navigate to the Workflow section of your workspace here. Click the + New Workflow button, typically located in the top-right corner of the screen. From the options presented, choose to build your workflow from scratch.

Trigger ConfigurationWhat It Is:Trigger Configuration is the process of defining the event or condition that initiates a Workflow. This is the starting point for any Workflow. Triggers can be based on user actions (like sending a message), system events (such as a ticket being created), or specific conversation attributes.

This recipe will guide you through how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team. Check out the video walkthrough here on how to set up this workflow. 👇  Step 1: Start a new workflow Navigate to Fin AI Agent > Workflows. Click the + New workflow button. From the options presented, choose to Create from scratch.

This recipe will show how to set up a workflow that adds a note, applies tags, or inserts an AI summary note when a conversation is assigned to a team. Check out the video walkthrough here on how to set up this workflow. 👇 Step 1: Start a New Workflow Go to the Workflows section in your Intercom workspace here. Click + New Workflow (usually at the top-right of the screen). Select Create from scratch.