Intercom Community | Community

Help Center
Academy
Developer Hub
Partner Hub
Hire an Expert

Create New Topic
Login

Fin for Salesforce now live on Fin Academy!

5 days ago

Fin Community

Connecting Customers, Experts, Developers and Fin Teams for Success

7,240 Topics
18,334 Replies
27,505 Members

Learn from peers and experts
Boost your Fin success
Connect and get inspired

JOIN THE COMMUNITY

Fin Success Topics

Explore & Engage in Fin discussions

Events

Office hours, webinars, workshops

Best Practices & Success Stories

Learn from industry leaders & Fin experts

Product Wishlist

Shape Fin's future & access product betas

User Groups

Join a user group and connect with peers

Meet the Fin Experts

Connect with peers who know Fin best

Success Story

How Fin Reached 83% Automation Rate

20 days ago

410

Webinar

Wed, Oct 28, 2026, 17:00

Blueprint Roundtable: B2B support leaders who made AI work

Fin Office Hours – Register Now

9 months ago

13410

Engage in Popular Fin Success Topics

How do you improve your confirmed resolution rate?
What is considered a good Fin resolution rate?
Building a Fin AI friendly knowledge hub
Use AI for content creation and optimization
How Intercom's CS Team Started using our CX Score to Improve Support Quality
What is your key Fin metric
🎅 How to prepare your Fin AI Agent for Christmas 🎅

Recent activity
Help others
Categories

Melissa VizorNew Participant

asked in Email

Sending emails from Intercom

HelloWe’re moving away from our CRM and will soon send all our EDMs from Intercom. Do you have a checklist of things we should do to prepare? For example, warming up our IP, removing duplicate contacts and importing our list of unsubscribed customers

1 hour ago

Melissa VizorNew Participant

asked in Tips, Tricks and Workarounds

Email templates

HelloEmail templates for repsWe’re moving away from our CRM, which is where we currently send all our customer emails, and will be sending them all from Intercom instead. To help our reps, we want to create email templates they can use. Right now, ma

1 hour ago

Melissa VizorNew Participant

asked in Tips, Tricks and Workarounds

Managing Help Centres for different countries

Hello, 1. Managing multiple products and countriesWe have several payroll products, available in different countries. Eventually we’ll move to one product across all countries, but until then we need a way to manage this in the Help Centre. We’d rat

1 hour ago

Julian PalmerNew Participant

Monitor Scorecard Criteria ListSubmitted

Right now, the only way to view and create scorecard criteria is to go through a ‘Scorecard Edit’ popup window. Within that window, you must add the criteria in order to view its parameters. There is no place outside of that to see all the criteria i

140

4 hours ago

Chris ehmanNew Participant

asked in Apps & Integrations

Jira for Tickets to include historical notes when Jira case is created

Currently when you create a Jira case from Intercom, no historical notes from the Intercom request are sent to Jira. The work around is to use Copilot to compile the notes into a summary and then add that after the cases are linked. This is an unneed

6 hours ago

marcusbennettNew Participant

asked in Messenger

Intercom Messenger rendering delays and session drops in embedded mobile webviews

Hi everyone, I have been encountering an issue with the Intercom Messenger widget when loading it inside an embedded mobile browser wrapper. We are currently testing the live support widget on our documentation portal here, but the chat bubble freque

10 hours ago

lkmodglin1New Participant

Create internal articles through the API and MCP connectorSubmitted

Right now the Intercom API and MCP connector can create, read, and search Help Center articles, but there's no way to work with Knowledge Hub internal articles. We'd love to see internal articles supported the same way.When trying to build a skill th

11 hours ago

User778New Participant

Add per-customer domain configuration for provider recognition (to allow for self-hosted video services)Submitted

Cap.so is not currently a supported video provider in Intercom, which means it won't auto-embed in Articles or outbound messages today. When you paste a video URL into the article editor, Intercom recognises a fixed list of providers - YouTube, Loom,

12 hours ago

User778New Participant

Add cap.so (cloud-hosted) to the supported provider listSubmitted

100

13 hours ago

Aakash RatheeEmployee

Adding a visual indicator (like a red asterisk) to show the email is requiredSubmitted

The customer propose an UI change for the very first lead message inside Fin chat to the intercom team? Now for leads the e-mail can be required, which is good, but it is not telling WHY the lead cannot send the message when the e-mail is not typed i

13 hours ago

Show more activity

Melissa VizorNew Participant

asked in Email

Sending emails from Intercom

1 hour ago

Melissa VizorNew Participant

asked in Tips, Tricks and Workarounds

Email templates

1 hour ago

Melissa VizorNew Participant

asked in Tips, Tricks and Workarounds

Managing Help Centres for different countries

1 hour ago

Chris ehmanNew Participant

asked in Apps & Integrations

Jira for Tickets to include historical notes when Jira case is created

6 hours ago

marcusbennettNew Participant

asked in Messenger

Intercom Messenger rendering delays and session drops in embedded mobile webviews

10 hours ago

בן גטניוActive User

asked in Train Fin

Keeping customer-specific data available to Fin throughout a conversation

Hi everyone, We want Fin to have natural, ongoing conversations using customer-specific data retrieved from our backend, alongside our Knowledge Hub content.Our current setup uses a Procedure to complete our SMS OTP verification flow, retrieve the cu

15 hours ago

Melissa MontesNew Participant

asked in Operator & Copilot

Managing Tier-Based Content Visibility in Copilot for Escalation Workflows

We’re updating our escalation guidance for agents and would love to get some insight into how to handle writing internal articles and how Copilot surfaces content across different support tiers.ContextIn some workflows, our (Tier 1) handles the init

111

1 day ago

Tyler HueterNew Participant

asked in Email

Email Signatures on initial ticket message to customer

Our team has found it very frustrating that when creating a ticket to reach out to a customer for an initial contact, that the email signature is not attached, and that it is only a notification and not an actual email. I understand the workflow is t

1 day ago

Kelly ValenciaNew Participant

asked in Helpdesk

Assign Manually tagged conversation to a Team Inbox to be assigned via Round Robin

We have multiple mailboxes configured to automatically assign tickets to reps using round-robin assignment. However, when a FIN user manually creates a ticket or conversation and assigns it to a team inbox, it remains unassigned to an individual rep

2 days ago

Layla StoneNew Participant

asked in Knowledge Base

Article Tagging Examples?

Hi! I wanted to see how other people are tagging their help center articles? (By Product, Feature, Article Type, etc)What is your use case? 😊

2 days ago

Show more activity

News & Updates

7 topics

Fin Product Area

Fin & Helpdesk Q&A

Fin

256 topics

Proactive Support

1079 topics

Helpdesk

794 topics

Knowledge Base

463 topics

Workflows

577 topics

Messenger

512 topics

Data

197 topics

Security & Compliance

156 topics

Operator & Copilot

1 topic

Phone

1 topic

Email

5 topics

Omnichannel

3 topics

Workforce Management

1 topic

Localisation/Languages

2 topics

QA (Monitors)

0 topics

Customer Agent

0 topics

Reporting

257 topics

Tips from the Intercom Team

Getting started with Intercom

12 topics

Tips for Developers

7 topics

Intercom for Human Support

8 topics

Intercom for Automated Support

8 topics

The Workflow Recipe Book

8 topics

Fin Tips from the Intercom Team

15 topics

AI Transformational Stories

Get inspired, learn how powerful Fin is, and unlock its full potential.

Customer Success Stories

14 topics

Tips from Expert Users

Getting started with Intercom

1 topic

Use Intercom like a PRO

5 topics

Apps & Integrations

1 topic

Fin Tips from Expert Users

22 topics

Welcome to Intercom Community

Find best practices and guides about the Intercom Community

New Members

3 topics

Expert Users

5 topics

Expert Program Q&A

1 topic

Expert Profiles

9 topics

Start a conversation

Featured Topics

Events calendar

Community Spotlight

"Getting help from other users in the Fin Community who are facing the same challenges, has been extremely helpful in finding the best solution to fully utilize Fin"

Hendrik Andersen
Channel Manager, Panorama9

User Leaderboard

The leaderboard has reset

Wondering what that means? It's your chance to make it to the top.

Become active

Show full leaderboard

The leaderboard has reset

Wondering what that means? It's your chance to make it to the top.

Become active

Show full leaderboard

Employee Leaderboard

Connect, learn and share

Join a discussion group to connect with peers, learn, get inspired and share knowledge. Engage with like-minded Intercom customers, partners and experts.

Join a User Group



Company	Community	Get involved	Resources	Support

About	Getting started	User Groups	User tips	Forum Support

Customers	Community Guidelines	Idea Exchange	Academy	Help Center

Careers	Community Q&A	Developer Hub	Books and Webinars	FAQ

Newsroom	News & Updates	Service Partner Hub	Blogs and Podcasts	User Groups

Terms & Conditions Accessibility statement

Join the Intercom Community 🎉

Already have an account? Login

Intercom Customers and Employees

Username *

E-mail address *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Login to the community

No account yet? Create an account

Intercom Customers and Employees

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Fin Community

How Fin Reached 83% Automation Rate

Blueprint Roundtable: B2B support leaders who made AI work

Fin Office Hours – Register Now

Engage in Popular Fin Success Topics

Featured Topics

Events calendar

Community Spotlight

User Leaderboard

The leaderboard has reset

The leaderboard has reset

Employee Leaderboard

Connect, learn and share

Company

Community

Get involved

Resources

Support

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees