Intercom reported this critical-impact incident on its official status page on Apr 14, 2026, 11:29 UTC. It was resolved after 3h 29m.
Right now Intercom is operational. Live Intercom status →
The issue affecting Fin AI Agent and Fin Voice in the US region has been resolved. All services are operating normally. **What happened:** Between 11:18 and 12:20 UTC on April 14, 2026, a database issue prevented Fin from generating conversation parts in the US region. This affected Fin AI Agent across Messenger, Inbox, and Workflows. Fin Voice experienced an issue where it was unable to hand over conversations to teammates and would terminate calls with an error message at the escalation point. At 12:20 UTC we implemented a mitigation to enable Fin to start delivering answers to customers again. New conversations, or conversations where a customer messaged to Fin again would receive an answer but pre-existing conversations or conversations that had been actioned by a teammate would not receive a reply. At this point escalations from the Fin AI Agent and Fin Voice to customer support teams were not functioning as expected. At 13:00 UTC Fin AI Agent and Fin Voice were functioni
The issue affecting Fin AI Agent and Fin Voice in the US region has been resolved. All services are operating normally. **What happened: ** Between 11:18 and 12:20 UTC on April 14, 2026, a database issue prevented Fin from generating conversation parts in the US region. This affected Fin AI Agent across Messenger, Inbox, and Workflows. Fin Voice experienced an issue where it was unable to hand over conversations to teammates and would terminate calls with an error message at the escalation point. At 12:20 UTC we implemented a mitigation to enable Fin to start delivering answers to customers again. New conversations, or conversations where a customer messaged to Fin again would receive an answer but pre-existing conversations or conversations that had been actioned by a teammate would not receive a reply. At this point escalations from the Fin AI Agent and Fin Voice to customer support teams were not functioning as expected. At 13:00 UTC Fin AI Agent and Fin Voice were fun
As of 13:00 UTC, Fin and Fin Voice are operating normally for new conversations. For conversations during the incident that Fin did not respond and a teammate responded, Fin will not engage. For conversations where Fin or a teammate did not respond, Fin should re-engage with the conversation. We are continuing to re-drive conversations from the period.
Fin is replying to conversations, but still cannot escalate to a human agent when necessary. Our team has identified a fix for this issue and is working on applying it.
We have identified the root cause of the issue and are implementing a fix. We’ll update you here once we’ve confirmed our fix has been effective.
We have identified the root cause and are working on a mitigation. Customer Impact: Fin is not currently responding to conversations with those conversations being assigned to the default inbox. There is no data loss. Fin Voice is not successfully handing off conversations to teammates.
Our team is continuing to investigate. We'll update you here as soon as we have more specific information.
Fin is currently experiencing difficulties. Our team is aware of the issue and are currently investigating. We will update you here when we have more information.
Our 5-minute checks didn't record a change in Intercom's overall status around this incident. Smaller or regional incidents often leave a provider's overall status green.
Overlapping incidents aren't necessarily related.
Intercom reported 9 incidents in the last 90 days, 3 of them major or critical. A typical incident lasted 24 min. See Intercom's uptime and incident history