Welcome to Intercom Community

 Conor Pendergrast (CustomerSuccess.cx)Hi, I'm Conor. I help B2B SaaS teams turn Intercom into a trustworthy, AI-first support system that reduces workload, lifts accuracy, and keeps customers confident. Through CustomerSuccess.cx, I work with leaders who want Fin to be dependable — not something they have to babysit. I’ve been using Intercom since 2013 and have run support, success, and ops teams, so I focus on systems that work in production, not hype or guesswork.What I’ve done so far Director of Information & Communication at a social care company, founder of a social care tech startup, Senior Leader in Customer Support at Expensify, mediocre triathlete. 10+ years working with Intercom, focused on Fin, workflows, and AI-first support systems. Led Fin optimisation projects for B2B SaaS teams big and small, with clear lifts in resolution rate CX score and teammate reply time metrics. Known for fixing Fin’s failure points, designing safe Procedures, and building data connect

🦉 About MeHi 👋 I'm Milan, founder of Sovaolo.com, a MarTech agency - we build and manage technologies behind smarter companies - from marketing systems to AI automation and digital products. 🚀 We are Intercom Certified Partner and helping Intercom users is one of our core specialties. 🤝I’m Top Contributor in the Intercom Community, an independent consultant with 10+ years of hands-on experience working with Intercom.Over the years I’ve delivered more than 150 Intercom projects, helping companies by designing, implementing, and optimizing their customer communication systems.My focus is simple: helping teams turn Intercom into a reliable engine for customer support, user onboarding, and growth - so it is not just another tool in their stack. 🧠 My BackgroundI work primarily with SaaS companies, especially B2B ones, where customer communication, user onboarding, and support processes must scale efficiently as the company grows.Having worked with Intercom across a wide range of use ca

 Roy 🇬🇧Right then, you’ve likely seen me around the leaderboard—I'm Roy 👋,ℹ️ About Me: With over 10 years of mastery within the Intercom ecosystem and nearly a decade as an Independent Product Manager, I don’t just "use" Intercom—I transform it into your most powerful product asset. As the #1 Top Contributor in the global Intercom Community, my approach is rooted in the strategic implementation of the Conversational Support Framework. I orchestrate Intercom’s native features with your product and external services to ensure your setup isn’t just a tool, but a core engine that drives retention and growth. 📈 The Fin & AI Edge: In a world increasingly run by AI, Fin has become the most crucial tool in the shed. I specialise in the deep optimisation of Fin—moving beyond basic setup to complex AI orchestration. Whether it’s fine-tuning resolution paths or handling custom challenges through Hard API Integrations, I ensure your automated support is as intelligent as your product. The

Nathan Sudds Hi, I'm Nathan!As a  Top Intercom Community Expert and active member helping answer key questions in the community, I bring 5+ years of specialized Intercom consulting experience and a background as a former Head of Community and Customer Support for a SaaS company. Through my company Activelabs, we've been helping teams for over a decade with collaboration and integration of all kinds not just Intercom.   We help teams transform their support operations through strategic automation and AI implementation. We've worked with everyone from small businesses to international hotel groups, cities, and startups.Why work with me?I'm here to be your expert on demand—working alongside your team to tackle what matters most to your business. Whether you're focused on growing revenue, cutting costs, reducing churn, or boosting retention, I help you see how Intercom fits into your bigger picture and drives real business outcomes.You already have a full-time job, working in your business

Hi All, I am Julian, the Co-Founder of Journey Mapper, a specialist AI Service Agent implementation and Intercom optimization provider. Our team has been working with CRM, AI and CX platforms for our whole careers and are Fin experts. Whether you're rolling out Fin for the first time, connecting it to your existing Helpdesk, or looking to scale and optimize it, we can help. Check out the options for supporting your Intercom initiatives with us on our website here: www.journeymapper.net/finIf you are new to Intercom and Fin, you might be interested in our terminology glossary post in the community.If you want to hear about different customer journeys in launching & optimizing Fin, check out our latest webinar.You can find my Intercom community expert profile here and follow our company for top tips on Linkedin. Thanks.

Hello,I hope you are doing well.My name is Vicky, and I am a registered nurse. I currently work within a team where I serve as the resource person for Intercom. I have completed the training available in the Academy section, but I would love to hear your advice and suggestions on how to properly set up workflows with the goal of reducing clicks and improving customer service.We are not using Fin at the moment — perhaps one day, but not right now.Do you have any trainings, articles, books, or other resources that could help me?Thank you,Vicky

Intercom Community Profile Intercom Expert & CX Senior Manager with 9 years of experience in process optimisation, management, and systems audits, consistently driving 93%+ across key metrics.As an Intercom Certified Partner, I designed, developed and shipped numerous Intercom apps and bring a strong focus on optimising every process for peak performance.With a career spanning front-office functions (CX and Fraud prevention) and back-office operations (Finance, Engineering, HR, Business development and Data), I specialise in making customer experience and operations run smoother, faster, and smarter.Learn more: customer-experience-ops.netlify.appI don’t just advise, I build teams that outperform everyone else. Every. Time.   

Earn Points by Adding Value to the Community! Your contributions to the community are invaluable! Focus on providing the best answers, as these will help you earn the most points. The more insightful and helpful your answers, the more likely they are to be marked as best by the Intercom Team, maximizing your points. Here’s how you can earn points effectively 🎯 Provide Best Answers: Share high-quality answers to questions. The more helpful your answers, the more likely they are to be marked as "best" by the Intercom Team.   Receive Likes or Votes: Aim for your answers to be liked or voted on by others. This recognition boosts your points! Additionally, you can earn points by posting replies—engage in discussions by responding to follow-up questions and interacting with users, prioritising quality over quantity. Things to remember 💡Providing best answers helps you earn the most points. Keep this link handy to help you with that.    Only one answer can be marked as best, so aim for un

 Are you an active and passionate member of our community? If so, we have an exciting opportunity for you to elevate your experience through our Expert Program! 🎉 Unlock Exclusive Benefits with the Expert Program 🚀 Our Expert Program is designed to recognise and reward our most dedicated users. With each rank, you’ll unlock valuable benefits. See below the perks for each level: 1. Innovator 🧠Innovators kickstart their journey in the community. Here’s what you get:Invitation to join the Beta Group to get early access to product betas Exclusive access to the Referral Program User Group​​​​ - earn $1,000 per referral Featured Innovator badge on your profile to showcase your status  To qualify for the Innovator Rewards:Reach Innovator rank: 100 points, min. 5 best answers, and 10 replies 2. Super User 🌟Super Users lead discussions and support peers. Here’s what you get:All benefits of Innovator level Invitation to be featured in the Community Spotlight  To qualify for the Super User Re

In these guidelines:Building a strong community What is not allowed? What happens if someone breaks the rules? Terms and conditions Legal Notices Intercom customers worldwide bring vastly different perspectives, ideas, and experiences, and range from people only just starting out with our Messenger Product to those who have evolved their customer engagement, using Intercom from the beginning. The Intercom Interconnected Community (the “Community”) is a place for collaboration with the goal of utilizing Intercom to keep internet business personal. We rely on our Community members to work with us in moderating interactions in the Community and report abusive behavior or content. By providing these guidelines, we hope to help you understand how best to support each other on our forum, and what type of actions or content may violate our Terms of Service, inclusive of our Acceptable Use Policy. Building a strong communityThe primary purpose of the Community is to help each other optimize yo