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Customer Service Transformation Report 2026

23 days ago

Intercom Community

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6,890 Topics
17,471 Replies
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umaarNew Participant

Fin Tips from Expert Users

Automatically Sync Intercom Contacts to CRM (e.g., Salesforce/HubSpot)

Hi everyone,I’m looking for a reliable way to automatically sync Intercom contacts with our CRM (Salesforce or HubSpot). Right now, user data gets updated in different platforms, so our records often become inconsistent.I’m hoping to set up: Automati

Stephen OakesNew Participant

Workflows & Automations

Syncing Intercom Notes to Salesforce Chatter

Has anyone built/use anything that syncs Intercom Notes into Salesforce Chatter? I’m relatively new to this world and wondering if this is possible out of the box or needs custom work.

Inter C12New Participant

Knowledge

How can I change the HTML/CSS of my Help Center?

Can I change the default layout of the Help Center? I want to upload my own custom HTML/CSS.

Peter CampbellNew Participant

Apps & Integrations

Salesforce app account owner sync issue

I have installed the Salesforce AppI have all fields syncing between contacts, accounts etc.I have setup the “Maintain lead and account ownership” section and it maps all the right Salesforce users with Intercom users. But….The only field it will not

Andrei FroniNew Participant

Messenger

Maximum File size allowed to be shared via Chats - Intercom Attachments

Hello all,Could I ask, please, what is the maximum file size allowed for Attachments on the Chats in Intercom? It's important to know, as some file sizes may go up to 1GB in size that our clients may need to attach. Thank you all in advance!

Andrei FroniNew Participant

Messenger

Unsupported file extensions that would be beneficial - Intercom Attachments

Hello all, On behalf of the Access LMS Support team, it would be beneficial to have the following file formats enabled to be used in Attachments on the Intercom Chat window:.mpg, .webm, .webp, .tiff, .docx, .txt, .rtf, .pptx, .ppt This is to ensure o

Ben NissleyNew Participant

Reporting

Can't find "Adjusted conversation handling" metric in reports

Hello, I need to create a custom report in intercom utilizing the “Adjusted conversation handling time” metric, which I understand is currently in beta. When searching for a metric, this option is not available. I can only find the regular “conversa

User290New Participant

Welcome Party

Hi everyone 👋!

Hi everyone 👋! I'm Alejandro Etchegoyen, founder and CEO of Waitry, a platform located in Madrid (Spain) and Buenos Aires (Argentina) that digitises ordering, payments and service for restaurants, hotels and retail worldwide. Happy to be

anniy84New Participant

Apps & Integrations

Users not seeing external quiz pages after clicking links in intercom

Hi everyone,I’m seeing a strange issue with how intercom handles some external links shared inside messages and help center articles. One example I ran into was when a user tried to open a page related to the daily telenor quiz.When the link is click

RubenNew Participant

Allow the conversation Topic ML to also search ticket attributes

I really appreciate the conversation topics and reporting features in Intercom. However, these would be even more valuable if the machine learning algorithm also analyzed ticket attributes, not just conversation messages. In our workflow, users fill

umaarNew Participant

Fin Tips from Expert Users

Automatically Sync Intercom Contacts to CRM (e.g., Salesforce/HubSpot)

Hi everyone,I’m looking for a reliable way to automatically sync Intercom contacts with our CRM (Salesforce or HubSpot). Right now, user data gets updated in different platforms, so our records often become inconsistent.I’m hoping to set up: Automati

Peter CampbellNew Participant

Apps & Integrations

Salesforce app account owner sync issue

I have installed the Salesforce AppI have all fields syncing between contacts, accounts etc.I have setup the “Maintain lead and account ownership” section and it maps all the right Salesforce users with Intercom users. But….The only field it will not

Andrei FroniNew Participant

Messenger

Maximum File size allowed to be shared via Chats - Intercom Attachments

Hello all,Could I ask, please, what is the maximum file size allowed for Attachments on the Chats in Intercom? It's important to know, as some file sizes may go up to 1GB in size that our clients may need to attach. Thank you all in advance!

Ben NissleyNew Participant

Reporting

Can't find "Adjusted conversation handling" metric in reports

Hello, I need to create a custom report in intercom utilizing the “Adjusted conversation handling time” metric, which I understand is currently in beta. When searching for a metric, this option is not available. I can only find the regular “conversa

anniy84New Participant

Apps & Integrations

Users not seeing external quiz pages after clicking links in intercom

Hi everyone,I’m seeing a strange issue with how intercom handles some external links shared inside messages and help center articles. One example I ran into was when a user tried to open a page related to the daily telenor quiz.When the link is click

RubenNew Participant

Allow the conversation Topic ML to also search ticket attributes

I really appreciate the conversation topics and reporting features in Intercom. However, these would be even more valuable if the machine learning algorithm also analyzed ticket attributes, not just conversation messages. In our workflow, users fill

Charlie MarmuszewskiNew Participant

Analyze Fin

Collecting Fin's attributes 2.0

Hey again! I noticed there is an option to collect Fin’s attributes data which is great, but is there any chance to be able to collect attributes’ data without Fin answering? Is this something that we can expect any time in the future?

161

2 days ago

K

Kevin StevensNew Participant

Deploy Fin

Blank Widget Experience

We are currently attempting to test deployment of Fin for Zendesk Messaging and are encountering some issues where the Zendesk messaging widget is blank. We have tried multiple audience configurations with no luck.Why is the widget blank despite seem

171

2 days ago

N

Nelson PenneyNew Participant

Deploy Fin

How to trigger survey using a URL?

Using the FIN workflow, I’d like to trigger a bot survey using a URL. I’d also want some metadata passed over from FIN through the URL to our survey tool. How can I accomplish this? Metadata examples:-FIN Conversation ID-Category

121

2 days ago

S

Shreya AgarwalNew Participant

Inbox

Inbound emails for specific brands - need urgent help

We have one workspace but multiple brands. I’ve been trying to get an answer on this question but the person helping me just stopped replying. And we need to urgently resolve this issue.We want to use app script to forward emails because we have comp

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3 days ago

News & Updates

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News & Updates

8 topics

Fin

The #1 AI agent for customer service

Analyze Fin

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Fin Tips and Best Practices

Discover Fin & AI best practices, tips and workarounds from Fin users, industry leaders and the Intercom Team

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AI Transformation Stories

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Intercom Product Area

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Getting started with Intercom

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Intercom for Human Support

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Intercom for Automated Support

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The Workflow Recipe Book

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Tips from Expert Users

Getting started with Intercom

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Use Intercom like a PRO

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