Document that /fin/escalate rejects user on Fin for Platforms - #617
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Escalating by `user` is not supported on Fin for Platforms — there is no Intercom Helpdesk, so there is no Helpdesk conversation to create. The spec previously said the opposite: that escalating by `user` "still creates the Fin conversation, returned as intercom_conversation_id". `conversation_id` is required on Fin for Platforms. Co-Authored-By: Claude <noreply@anthropic.com>
rahulgdsouza
marked this pull request as ready for review
August 6, 2026 14:54
lajosfazekas
approved these changes
Aug 6, 2026
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Why?
On Fin for Platforms there is no Intercom Helpdesk, so escalating by
user— which would create a new conversation for a teammate — is rejected. The spec said the opposite, that escalating byuserstill creates a conversation and returns its ID, so anyone following it would build against a call that fails.How?
Documents
conversation_idas required on Fin for Platforms, withusermarked unsupported on both the endpoint description and the request body.Pairs with intercom/developer-docs#1087, which carries the same spec change plus the guide updates.
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