Tips from the Intercom Team

On the surface, it can seem that Copilot is a simple yet powerful tool that helps your team answer customers questions. But, it’s so much more than that!We've been using Intercom’s Copilot across our team and it's been a game-changer for us. If you're not using it to its full potential yet, here’s a quick breakdown of some ways to use Copilot you may not have thought of that help streamline work and boost efficiency:Faster Onboarding for New AgentsNew joiners no longer need to ping senior teammates every five minutes. Copilot acts like a super-smart buddy, guiding them with internal resources and examples from previous chats. It’s drastically shortened our onboarding ramp time.Internal Process GuidanceWhenever someone has a “how do we do this again?” moment, Copilot jumps in with answers sourced from our internal articles and documentation. It’s perfect for navigating complex or frequently changing internal workflows.Major Time SavingsBy aggregating info from external knowledge bases (

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 like AI to use when generating articles for your Help Center. Once you’ve got a style guide, try using it with these AI prompts:New content creation You are an expert technical writer. Goal: Transform the attached “[name of internal document]” into a polished, customer-friendly Help Center article that strictly follows the attached “[name of Style Guide]”. The finished piece must be easy for humans to read and for AI systems to parse and extract structured information. Use only facts present in the internal doc. Do not inve

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 Fin feel more integrate

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, and the amount of time the Workflow should wait before firing (e.g. teammate has been unresponsive for 1 hour, this means the conversation has been waiting an h

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 from our Help Center, support reps can make article update requests or submit new article ideas, straight from the Messenger. Their request details can either be captured in the conversation thread, or by sending a ticket. These requests are automatically triaged into a specific Workflows, where I can easily pick them up. Tickets are great for capturing all the details needed to action the request, a

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 allows your team to delete a single conversation from your Intercom workspace without having to delete the associated Intercom Contact! This is a step in the right direction, but making an API call isn’t always super convenient. Also, those three letters API, can strike fear in the hearts of those customers who don’t have a little bit of coding experience under their belt. What follows is a solution for deleting a single convers

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.  Step 2: Select your trigger Choose the Trigger from Internal process: If teammate has been unresponsive. This Trigger activates the Workflow every time a teammate stops replying, not just the first time. Step 3: Configure trigger rules Inactivity Timer: Set the inactivity timer to control how long to wait for a response from the customer before the workflow is triggered. Audience: Add filters for the conversations if you'd only like the workflow to trigger for certain conversa

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:US   Europe   Australia  If the region attribute is missing or unrecognized, the task defaults to US, and clearly explains this fallback behavior in the customer message (without speculating or misleading). 🔌 Step 2: Query the Incidents API via Region-Specific Data ConnectorsFor each supported region, we’ve set up a dedicated Fin Data Connector that calls our intern

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 = { "Authorization": "Bearer " + intercom_token_eu, "Accept": "application/json", "Content-Type": "application/json",}# store all articles in a listarticles = []# get all ar

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. Step 2: Select your trigger First, select the appropriate Category for your Workflow. For this case, you will choose Start of Conversation. Next, you will choose the specific trigger: When a customer sends their first message. Step 3: Define the audienceNow you need to specify & narrow down the audience by configuring the following: Channels: Choose the channels from which the conversation originates. Filters: Add any additional filters to further refine which conversations are included. Once you have configured your audience, confirm your selections with the Done button to proceed. Step 4: Build

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. Step 2: Select Your Trigger First, select the appropriate Category for your workflow.For this case, you will choose Tickets only. Next, you will choose the specific trigger: If teammate changes the state of a ticket Step 3: Define the AudienceNow you need to specify which tickets will trigger this workflow. You can narrow down the audience by configuring the following: Ticket Type: Select the specific type of ticket that should trigger this notification. Channels: Choose the channels from which the ti

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. Step 2: Select Your Trigger First, select the appropriate Category for your workflow.For this case, you will choose Tickets only. Next, you will choose the specific trigger: When a ticket is created. Step 3: Define the Audience Now you need to specify which tickets will trigger this workflow. You can narrow down the audience by configuring the following: Ticket Type: Select the specific type of ticket that should trigger this notification. Channels: Choose the channels from which the tickets originat

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. Step 2: Select Your Trigger First, select the appropriate Category for your workflow. For this case, you will choose During conversation only. Next, you will choose the specific trigger: If teammate changes the conversation state. In the Trigger settings, select the Closed state. This ensures the workflow activates only when a teammate closes a conversation (not when a bot or Fin AI closes it).Step 3: Configure Audience Rules (Optional)Use the Audience section to set additional rules or conditions, su

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. Key Elements: Trigger Types: Examples include “Customer sends their first message,” “Teammate changes the conversation state,” “Customer has been unresponsive,” or “Customer visits a page.” Audience Rules: You can specify which Users, Leads, or Visitors the Workflow should apply to, using filters like user attributes, browser language, or capacity. Channel Selection: Choose where the Workflow should trigger (Web, iOS, Android, WhatsApp, Facebook, etc.). Scheduling: Set when the Workflow should be active (e.g., only during office hours). Goal Setting: For some Triggers, you can define a goal to measure the Workflow’s impact (e.g., conversion to a paid plan). ​

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.  Step 2: Select your trigger First, select the appropriate Category for your workflow. For this case, you will choose During conversation. Next, you will choose the specific trigger: When customer sends any message. Note: This trigger activates the workflow every time a customer sends a message, not just the first message in a conversation. Step 3: Configure trigger rules Channels: Select which inbound channels (e.g., web, email, WhatsApp) you want this workflow to apply to. Audience: Add an audience rule for the "Team assigned". Select the specific team(s) you want this workflow to a

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.Step 2: Select Your Trigger Choose the Trigger from During Conversation: If customer has been unresponsive. This Trigger activates the Workflow every time a customer stops replying, not just the first time.Step 3: Configure Trigger Rules Inactivity Timer: Set the inactivity timer to control how long to wait for a response from the customer before the workflow is triggered. Audience: Add filters for the conversations if you'd only like the workflow to trigger for certain conversations This ensures the Workflow only runs if the conversation matches the filters. Channels: Select which Inb

When using collapsible sections in your articles, consider repeating the core question of your FAQ (Frequently Asked Question) within the answer itself.  This significantly helps AI agents like Fin more accurately find and utilize the relevant content for their answers. It's a handy trick to optimize your FAQ sections for better AI performance!

Want to use conversation data attributes but you’re not sure how they can help stay organized and keep track of important information in your conversations?We got you covered! 🤝 In this video, we’ll walk you through how to create and use them using real examples and use cases.You’ll learn how to:1. Set up conversation data attributes from scratch.2. Apply them inside a conversation manually.3. Automate their use with Macros, Basics, and Workflows to capture key data points from customers upfront and route conversations based on your criteria.5. Organize these attributes with Views in your inbox.6. Report on them to gain valuable insights. If you found this helpful, let us know how you intend to use them to inspire us and others! 🚀

One of the easiest ways to improve how Fin handles conversations is to use if–then logic in your Guidance. It helps Fin understand exactly when to apply a response, and what that response should look like.Here’s a simple example:"If a customer asks how to change their password, tell them to click 'Forgot password?' on the login screen and follow the steps."That’s much clearer than:"Explain the password reset process."By adding a condition (“if a customer asks…”) and a specific action, you give Fin a clear playbook to follow. It also helps prevent Fin from jumping in with the wrong response in unrelated situations.To take it further, you can include a direct link to your help center or a relevant support article. This makes it even easier for Fin to guide customers to the right place, without needing to explain every detail.

Since it was in early beta we have been using the AI Summaries feature in our Intercom workspace and it’s proven to be a massive time-saver for our support team. Before this, whenever a teammate picked up a conversation after Fin handled it, they had to scroll through everything to understand what had already been covered. Now, Intercom generates a quick, clean summary at the point of handoff from Fin in an internal note.It’s a small change with big impact—no more duplicated steps, no more “Let me check what’s already been said,” and a much smoother handoff between Fin and our human teammates.🛠 How to enable it in your workspace: Go to your Workflows page Go to one of your existing triage workflows or create a new workflow In the path (or before) you are assigning to an inbox, add the “Add summary note” action Done! The summaries will automatically appear as internal notes at this point in the workflow so when a teammate picks up the conversation, they have all the context they ne

Here’s something that’s easy to overlook: Fin isn’t reading between the lines. It’s taking your guidance literally, so the simpler and more specific your language, the better the results.We’ve all written something like:"Be friendly and professional."It sounds good, but it’s open to interpretation.A clearer version might be:"Use a professional yet warm tone. Keep responses short and avoid jargon. When a customer is frustrated, acknowledge the issue and say something like, ‘I understand how that can be frustrating. Here's what we can do.’"This type of Guidance gives Fin a clear tone to follow and reduces guesswork. It also helps keep responses consistent across your support experience.Think of it like coaching a new team member. If you wouldn’t rely on vague tone tips when onboarding a new agent, don’t use them with Fin either.

A lot of us naturally default to vague guidance like,"Make sure Fin understands our product types."But Fin thrives on clarity. A stronger version might be:"If a customer asks about the 'search' feature, first ask which product they’re using. Then give product-specific instructions."See the difference? That second version gives Fin clear steps and a condition under which to act. It's specific, it's actionable, and it’s something Fin can consistently follow.When you're writing guidance, ask yourself: what should Fin say first? What should happen next? That simple shift in thinking can make your guidance 10x more effective.How do you typically plan out what Fin should do in different scenarios?

Tip: One of my new weekly rituals is using the AI-powered Suggestions feature to improve our knowledge base - and it's incredibly satisfying.Before this feature, most content improvements happened when a teammate noticed a problem, took the time to submit a Back-office ticket, and someone else followed up to make changes. That worked... when it happened. But it often didn’t.Now, Suggestions does the heavy lifting. It automatically looks at where Fin may have stumbled in a real conversation and recommends a fix (like editing an article or adding a snippet). I review them once a week while waking up with a coffee, and approve about 70% with just a few clicks.After you’ve deployed Fin, head to Fin AI Agent > Train > Suggestions. You’ll see AI-generated recommendations for improving your content, with links to the original conversations so you can double check the context. It’s honestly one of the fastest ways to boost Fin’s performance without chasing down feedback manually!

Currently when you add the “Notify Slack Channel” action to a Workflow step, it doesn’t allow you to customize the notification which isn’t to great when you want to send a specific message or include data pertinent to the user. Well... with the use a Data Connector, you can create your own custom Slack notification!  1. Set Up a Webhook in SlackFirst, create an incoming webhook in Slack:Go to your Slack workspace and click on your workspace name Select "Settings & administration" → "Manage apps" Search for "Incoming WebHooks" and click "Add to Slack" Select the channel where you want messages to appear Click "Add Incoming WebHooks integration" Copy the Webhook URL (you'll need this later) Optionally customize the name and icon for your webhook2. Create the Data Connector in IntercomNow set up the connector in Intercom:In Intercom, go to "Settings" → "Data Connectors" Click "Create new data connector" Choose "Custom" as the connector type Name your connector (e.g., "Slack Notificat

Tip: Product releases can significantly affect what Fin needs to know to respond accurately to customers. Here’s a simple process to keep your content aligned and Fin informed: Create a tag: Start by creating a tag like "[Feature name] content updates". Search & review: Search the Knowledge Hub for content related to the release. Open top results and assess if they need updates. Apply the tag to anything that does. Filter & collaborate: Filter by your tag to create a list of all impacted content. Share this view with teammates to divide and conquer updates. Prepare drafts: For public articles, save updates as drafts ahead of the release. Publish in one go: When it’s time to ship, filter by your tag + status “Published with pending draft”, then bulk publish to go live in one click ⚡️ Fin will instantly have the most accurate, up-to-date content to handle any inbound conversations confidently and correctly.