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7 days ago

Fin Community

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18,107 Replies
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Gaby CabreraNew Participant

Keep teammate assignment when assigning a teamSubmitted

Currently, when an outbound conversation is created, it is correctly assigned to the teammate addressing the ticket. However, if a team is later assigned—either manually or automatically—the assigned teammate is removed, even if they belong to the as

18

Cassie AlterNew Participant

Messenger

Email participants aren't removed when non-Intercom users update the email recipient list

I think it’s absolutely ridiculous that when I receive an email where the sender removes people from the thread and I reply, Intercom adds those people back in, with no notification to me that it is doing this. For example, I am in an email exchange

NIKOS DRANDAKISNew Participant

Deploy Fin

Allow custom auto-close timeouts for incomplete Workflow conversations

Please allow custom auto-close timeouts beyond the current 15-minute maximum for incomplete Workflow conversations. Our customers may need more than 15 minutes to read Fin’s answer and reply, especially on mobile or when they need to gather informati

81

14 hours ago

K

Kristine M12New Participant

Workflows

Value Enhancement Score Followup Survey Aftewr CSAT Score

Hello Community!Hopefully someone can advise on how to solve this.I have asked Fin AI and there is also a human support agent looking into this, so it seems like it is not a simple thisng to set up?So the main challenge I want to solve is as follows:

633

15 hours ago

D

DBurnettNew Participant

"Follow" Conversation NotificationsSubmitted

The ability to “follow” a conversation and receive notifications for conversations and tickets that are not directly assigned to you. Right now, I can receive Push/Email notifications on items that are directly assigned to me, or any activity on any

126

peterraghebNew Participant

Data

Distinguishing ticket creation source (manual vs. API)

I'm trying to distinguish how a ticket was created — specifically whether it was created manually by a teammate in the inbox, or created programmatically via the API (e.g. from a custom application).The goal is to build a report on this breakdown, ei

Martina IvankoNew Participant

Feature request - Un-merge conversationsSubmitted

I’d like to be able to undo merging changes or un-merge two merged conversations. Or at least change the primary conversation of merged convos. It seems that this is an irreversible action so it would be great if we could revert it or make further ch

7

NickvanVlietNew Participant

Workflows

Phonecall routing

Yesterday and today we experienced two inbound phone calls in a short period where the phonecalls entered the Hold and assign call step and remained In queue.No available teammate was automatically offered the call, even though atleast one teammate

AceNew Participant

Intermittent HTML 4xx/5xx from REST API (succeed on retry)

Hi Intercom Team,We're hitting intermittent errors from the REST API that appear out of the blue — not correlated with our request rate or any code change on our side — and that succeed when we retry a short while later.The responses come back as HTM

LouiseKleinNew Participant

Messenger

Tagging and Hotkeys

Have there been any updates or recent changes to the tagging/hotkeys product?Previously, when adding multiple tags to a conversation, you could type a tag, press Enter, and remain in the tag window to immediately enter the next one. Since yesterday,

NIKOS DRANDAKISNew Participant

Deploy Fin

Allow custom auto-close timeouts for incomplete Workflow conversations

Please allow custom auto-close timeouts beyond the current 15-minute maximum for incomplete Workflow conversations. Our customers may need more than 15 minutes to read Fin’s answer and reply, especially on mobile or when they need to gather informati

81

14 hours ago

N

NickvanVlietNew Participant

Workflows

Phonecall routing

Yesterday and today we experienced two inbound phone calls in a short period where the phonecalls entered the Hold and assign call step and remained In queue.No available teammate was automatically offered the call, even though atleast one teammate

AceNew Participant

Intermittent HTML 4xx/5xx from REST API (succeed on retry)

Hi Intercom Team,We're hitting intermittent errors from the REST API that appear out of the blue — not correlated with our request rate or any code change on our side — and that succeed when we retry a short while later.The responses come back as HTM

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

90

J

22 hours ago

homehniNew Participant

Helpdesk

Property Listing Platform In Dubai

Find and showcase your ideal property with a reliable Property Listing Platform In Dubai. Explore apartments, villas, commercial spaces, and investment opportunities across Dubai with detailed property information. Whether you are buying, selling, or

90

1 day ago

S

Shane MoriahNew Participant

Helpdesk

Conversation attributes now collapsed previews instead of fully displaying?

It seems there was a UI change recently that made all sidebar conversation attributes show only a few characters of preview and force you to click into each one-by-one to get the actual data inside. This is a big time drag when those fields get auto-

Janita HalminenNew Participant

Reporting

Report: Incorrect translation, Finnish

In office hours, the word “minuutin” is inflected incorrectly. Should be “minuuttia”.

683

4 days ago

M

Marie GouilliardNew Participant

Support Operations

What are the best practices for making Fin AI proactive?

Anyone else making Fin proactive? How are you triggering it — quick replies or the banner with the three options?We've connected live user activity from Amplitude into Fin soand are using it to make Fin proactive based on real-time behavior. Trying t

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

Leandro WenzinNew Participant

Omnichannel

Automatically match a WhatsApp lead to an existing user by email (when the phone number is not associated)

Hi everyone, We receive inbound conversations through WhatsApp, but in many cases the customer’s WhatsApp number is not associated with any existing user in our Intercom workspace. Our desired flow is:The contact starts a conversation via WhatsApp. W

390

L

13 days ago

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