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Pioneer: A summit where CX leaders redefine what's possible

25 days ago

Fin Community

Connecting Customers, Product Experts, Developers and Fin Teams together

7,154 Topics
18,168 Replies
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Improving Fin AI responses to vague queries
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Categories

J

Judy CorreiaNew Participant

Escalation rule should evaluate and run before inital Fin intro messageSubmitted

Our workflow is setup so that Fin’s initial response begins with an introductory message (something like “Hi, I’m Fin Support’s AI Agent….you can ask to talk to the team at anytime.” Currently this message is also sent when a ticket requires immediat

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5 hours ago

tommynorNew Participant

Better Time Awareness in FinSubmitted

We’d love to see Fin gain a stronger understanding of time and business hours.For us, it’s important that Fin knows when our support team is open and when we’re closed. Today, after business hours, a customer can go through the following experience:F

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5 hours ago

Matej BosnjakNew Participant

Feature Request: Folder / Collection Structure for Intercom Audiences (Segments)Submitted

Hi everyone! SummaryWe are building a structured segmentation system covering 8 countries × 6 license tiers × up to 7 roles per tier, plus driver, EMS, and product-specific sub-segments. This will result in 150–200+ audience segments in Intercom.At

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7 hours ago

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josephferyNew Participant

Workflows

How Should a PC Gaming Website Organize Its Help Center?

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 g

331

7 hours ago

L

LaisNew Participant

Tips, Tricks and Workarounds

Custom outbound messages

Hi everyone! 👋I’m looking for some help from anyone in the community who has created custom outbound messages as personalized posts and implemented them in Intercom.I’d love to understand how you approached the implementation, specifically, what path

151

9 hours ago

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Wealth SupportNew Participant

Allow chat window to be fluidSubmitted

Current State: The chat window is locked in a specific location based on what is set. The user can only minimize it or close it out fullyAsk: Enable the conversation width to be fluidWhy is this important for end users? 1) It ends the close–peek–reop

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10 hours ago

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JennaGNew Participant

Enable PKCE support for Salesforce integrationSubmitted

PKCE is a security extension for the OAuth 2.0 protocol in Salesforce that many organizations are using. Intercom’s Salesforce app doesn't support PKCE currently. If an organization has PKCE enabled for their Salesforce instance, that means they aren

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10 hours ago

F

Florent RousselNew Participant

Ability to define (and change) the primary contact of a ticketSubmitted

When a sales representative forward an email from a customer to our support email address, the ticket is created with the sales rep name rather than the customer user.When a customer sends an email to our support email address, with some colleagues i

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11 hours ago

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Nicholas LiewfattNew Participant

Helpdesk

Column persistence

Hello! Since view columns are stored locally in the browser’s cache, and clearing the cache resets the view columns' data to default, I developed a Tampermonkey userscript for my team to preserve selected/ordered table columns per view. Yesterday and

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12 hours ago

melzayatNew Participant

Welcome Party

Hello from Argentina!

Hi everyone!Really excited to be joining the group. I've been using Intercom for about 5 years now, and I really love it. I am a CX consultant for new and growing SaaS, and I currently help businesses implement Intercom in their accounts and make the

150

12 hours ago

J

josephferyNew Participant

Workflows

How Should a PC Gaming Website Organize Its Help Center?

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 g

331

7 hours ago

L

LaisNew Participant

Tips, Tricks and Workarounds

Custom outbound messages

Hi everyone! 👋I’m looking for some help from anyone in the community who has created custom outbound messages as personalized posts and implemented them in Intercom.I’d love to understand how you approached the implementation, specifically, what path

151

9 hours ago

N

Nicholas LiewfattNew Participant

Helpdesk

Column persistence

Hello! Since view columns are stored locally in the browser’s cache, and clearing the cache resets the view columns' data to default, I developed a Tampermonkey userscript for my team to preserve selected/ordered table columns per view. Yesterday and

60

N

12 hours ago

A

Anca LupituNew Participant

Deploy Fin

Confluence sync as public

Hi - I am sure some of you got into this issue, so any best practices are more than welcome. I want to connect Confluence to Fin as a content sources, however I can see that the articles in Confluence are automatically synced as internal articles. So

1592

1 day ago

J

jhonferyNew Participant

Workflows

Best Way to Manage Customer Support for a Gaming Website?

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

541

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2 days ago

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Cole McCordNew Participant

Apps & Integrations

Requesting redirect URI allowlist for MCP DCR - Airia

Product or tool name: Airia (https://airia.ai)Exact redirect URI to review:https://auth.airia.ai/OAuth/callbackMCP endpoints targeted: both https://mcp.intercom.com/mcp (US) and https://mcp.eu.intercom.com/mcp (EU). We have EU-hosted customers whose

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2 days ago

J

Jasmine BrownNew Participant

Deploy Fin

Fin Handoff Issue - Agent Replies not Appearing

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 re

941

R

2 days ago

J

jackofalltradesNew Participant

Apps & Integrations

API visibility for admin‑initiated outbound emails before a reply

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 /conver

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3 days ago

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Emelie HeikuraNew Participant

Fin Tips from Expert Users

Not receiving all customer emails

Hi all! This is my first post in this community 👋🏻Since we started with Intercom, we have had problems with customers saying that they have emailed us several times, but not receiving a reply. Some times, we have found out that they’ve misspelled the

131

3 days ago

M

Marie GouilliardNew Participant

Ask the Intercom Team about Fin

Fin AI MCP tool calling is taking too long - how to reduce this latency?

We’re building a personalized onboarding experience using a Fin Procedure and two custom Data Connectors.The customer first receives this static welcome message through an Intercom Workflow:Hi, I’m an agent designed to help guide you through the prod

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3 days ago

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