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Customer Service Transformation Report 2026

1 month ago

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SelvaNew Participant

Inbox

Can I add tables to my Inbox replies?

How can I add tables to the chatbox? If I try to copy a table and paste it on the chat it was just plain text without a table. Can this be resolved?

Robert PhillipsNew Participant

API & Webhooks

Composing Ticket URL

We’re migrating from Zendesk to Intercom.In our App, we have notes that preserve certain actions and any associated Zendesk tickets with URLs to that ticket, like https://{workspace}.zendesk.com/agent/tickets/12345.We’d like to record a direct URL to

Sharon TieuNew Participant

Train Fin

How to turn off images in AI responses

I’d like to request assistance with turning off the image replies feature for our Fin AI Agent. Currently, Fin automatically includes up to three relevant images/GIFs from our support content in its responses, but we'd prefer to have text-only repli

Andrew KesslerNew Participant

Apps & Integrations

MCP for Europe

I see that there is an MCP available for US accounts, any idea when will that be available for Europe?

20

A

17 hours ago

Nathaniel UrquiaNew Participant

Train Fin

Fin Voice: Option to view what document the Fin Voice is using (same with email and chat)

Fin Voice: Option to view what document or guidance the Fin Voice is using when answer the clients inquiry (same with email and chat).

71

18 hours ago

S

Sarah BradleyNew Participant

Support Operations

Pros Help Center HTTPS (quick setup) reverts to manual setup and "Not Live" after some time

We have two Help Centers in our workspace:1. GreenPal Help Center — help.yourgreenpal.com (working fine, no issues)2. GreenPal Pros Help Center — pros-help.yourgreenpal.com (recurring issue)Problem:When we set the Pros Help Center to HTTPS (quick set

41

18 hours ago

Y

Yonatan AzrielantNew Participant

API & Webhooks

Create a Custom Channel without Fin

Hi there,I've been looking through Intercom documentation, and it seems like there's something called a Custom Channel and an event called "custom channel base event." However, when I dig a little deeper, it seems that’s somehow connected to Fin?Not

1042

S

19 hours ago

Nathaniel UrquiaNew Participant

Train Fin

Ability to Rearrange Guidance

Ability to Rearrange Guidance. Make this section movable. This will help us Manage the old and new guidance better. Put an alphabetical option Include created by date or by person for better visibility (aside from change log) but change logs disappe

El CapiNew Participant

Apps & Integrations

Is it possible to give access to the articles to Claude?

The Claude integration has access just to the conversations. It will be good to give access also to the Help Center and The Articles and help us to improve the content.

604

S

19 hours ago

Nico MagbirayInnovator ✨

Train Fin

Is there a way that FIN can be instructed to go to certain "Paths" within the workflow or it's just a dead-end when we let FIN handle it?

Is there a way that FIN can be instructed to go to certain "Paths" within the workflow or it's just a dead-end when we let FIN handle it? I noticed that when a user goes into the “Let FIN handle” node, there is no way out. The only option is to esca

Robert PhillipsNew Participant

API & Webhooks

Composing Ticket URL

We’re migrating from Zendesk to Intercom.In our App, we have notes that preserve certain actions and any associated Zendesk tickets with URLs to that ticket, like https://{workspace}.zendesk.com/agent/tickets/12345.We’d like to record a direct URL to

Andrew KesslerNew Participant

Apps & Integrations

MCP for Europe

I see that there is an MCP available for US accounts, any idea when will that be available for Europe?

20

A

17 hours ago

Nathaniel UrquiaNew Participant

Train Fin

Fin Voice: Option to view what document the Fin Voice is using (same with email and chat)

Fin Voice: Option to view what document or guidance the Fin Voice is using when answer the clients inquiry (same with email and chat).

71

18 hours ago

S

Sarah BradleyNew Participant

Support Operations

Pros Help Center HTTPS (quick setup) reverts to manual setup and "Not Live" after some time

We have two Help Centers in our workspace:1. GreenPal Help Center — help.yourgreenpal.com (working fine, no issues)2. GreenPal Pros Help Center — pros-help.yourgreenpal.com (recurring issue)Problem:When we set the Pros Help Center to HTTPS (quick set

41

18 hours ago

Y

Yonatan AzrielantNew Participant

API & Webhooks

Create a Custom Channel without Fin

Hi there,I've been looking through Intercom documentation, and it seems like there's something called a Custom Channel and an event called "custom channel base event." However, when I dig a little deeper, it seems that’s somehow connected to Fin?Not

iqraaaNew Participant

Knowledge

Are Your Safety Performance Indicators Really Driving Improvement?

Every organization collects data on safety, from near misses to injury rates. But gathering numbers alone does not guarantee safer workplaces. Without proper interpretation and action, even the most detailed safety reports may fail to reduce risks e

10

I

22 hours ago

siiriusjewelsNew Participant

Analyze Fin

Gold Bracelet Styles for Men and Women

A gold bracelet is a timeless piece of jewellery that adds elegance and style to any look. From classic designs to modern styles, a bracelet is perfect for daily wear as well as special occasions. At Sirius Jewels, we offer beautifully crafted gold b

40

23 hours ago

siriusjewelsNew Participant

Analyze Fin

Gold Bracelet Styles for Men and Women

A gold bracelet is one of the most elegant and popular pieces of jewelry worn by people all around the world. Gold has always been associated with luxury, beauty, and tradition. Because of its timeless appeal, gold jewelry continues to remain fashion

30

1 day ago

T

Teresa ÖhlingerNew Participant

Deploy Fin

Unexpected Auto‑Translation: Workflow Message Text Translated to English (despite non-English workflow setup)

Our workflows are fully set up in a non‑English language, with auto‑translate turned off. Fin detects the user’s language correctly, and the reply buttons display in the intended language — but the message text itself is being translated into English

antebanteNew Participant

API & Webhooks

Will my API token reset when changing email address?

Hi!One of our customers uses Intercom, and in order to create a pipeline between our backend and their order processing workflow, we created an API account in Intercom which we set to our company’s email. The customer now wants to have full control o

10

A

1 day ago

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