Inbound message handling in Intercom
Customer messages now go straight into Fin with tags applied, and origin details follow as a separate note, so Fin correctly detects the customer's language and internal context is never surfaced in chat.
What changed
Previously, contextual notes were hard-coded into the message action itself. The delayed message posted the customer's content, and conversation tags were applied afterwards.
Now, the customer's original message goes straight into Fin with the relevant tags applied at the same time. A follow-up note is then added separately, containing the full detail of where the message originated.
Why
The previous approach prefixed conversations with English-language content, which caused Fin to detect the conversation language as English rather than the customer's chosen language. This created downstream problems in flows where routing and responses vary by language.
The note-style message could also be surfaced to the customer within the Fin chat, which was unintended. Separating the note removes that risk.
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