Fin Community

molly.mcgrathNew Participant

Macro AnalyticsSubmitted

Hi Intercom team,In future state, we’d like to be able to see macro analytics. One example would be an adjustment rate showing how often teammates edit a macro before sending it and how much of it they change. We value being able to see macro and Cop

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40

Can bot/app replies in a Slack side conversation sync back to Intercom?

4 hours ago

joshuatellerNew Participant

asked in Messenger

Sharing how we're using Slack side conversations, plus one problem I'm hoping someone can confirm or work around.What we've builtOur technical support team has a private internal Slack channel with an always-on AI agent sitting in it (built on Claude

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Side Conversation Delivery Status and Failure NotificationsSubmitted

8 hours ago

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Gemma GWConnector

Side Conversation Delivery Status and Failure NotificationsOur organization uses Side Conversations extensively to engage external teams, vendors, and partners. We have actively encouraged our users to stop emailing individuals directly from customer

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231

Make Side Conversations searchable (Email Content, Recipients, Subject Lines)Submitted

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IlaydaNew Participant

Currently, content within Side Conversations is not indexed in Intercom's search functionality. This includes: Email body text / message content Recipient email addresses Subject lines Side Conversations have become a crucial part of our daily op

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241

Search Function: Information from Side ConversationsSubmitted

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Bruno Filipe Alves CoelhoNew Participant

Hi,It would be very helpful if tickets could be found by searching with information used in side conversations. As side conversations are part of the ticket, this data should ideally be indexed together. Do you think this would be possible to impleme

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1134

Display Side Conversations in the User Profile Conversation HistorySubmitted

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jamiebandoNew Participant

Problem Statement / Use Case:Currently, side conversations do not surface in a customer’s Intercom profile under their "Latest conversations" or complete conversation history.This creates a significant blind spot for support and operations teams. Whe

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211

HugoRmActive User

How to filter side conversations

Hey! I discovered that the Side conversations option allows to send messages to Slack—neat! However, it is not straight forward to later on find the conversations that have side conversations. Any ideas of how this could be done? In short, this is th

2593

Workflow trigger for side conversation repliesSubmitted

Molly KatolasNew Participant

I’d like to be able to trigger a workflow if there’s a reply to a side conversation on a ticket. Currently the only action that’s taken on a conversation is ‘waking up’ the ticket from a snoozed state. Not all of our teams use the snooze feature, man

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692

Anne-Marie MessineoNew Participant

asked in Apps & Integrations

Free Salesforce Integration User Licenses for Integrations

hi,I was wonderig if there were plans to allow us to use the Free Salesforce Integrations licenses for integration between Salesforce and Fin.Thanks

71

1 day ago

asked in Support Operations

Wendy WayWizNew Participant

Display the exact time under each message

Hello,We use Intercom for customer support for our SaaS product and would like to be able to display the exact time under each message (for example, “3:50 PM” or “8:31 AM”), instead of the elapsed time (“16 hours ago,” “2 days ago”).We know that the

130

asked in Support Operations

1 day ago

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TonyFNew Participant

Wishlist from a multi-brand workspace: what we’re missing after migrating

Description:We run several brands in one workspace, with chat, email, overnight Fin coverage and multiple languages. These are the gaps we keep hitting, roughly in order of impact:Brands and what customers seeA customer-facing name per brand, separat

301

2 days ago

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PaulineNew Participant

asked in Knowledge Base

Enable users to view a public article in the Help Center while logged in, and via a direct link without being logged in, without having to duplicate the article

Enable users to view a public article in the Help Center while logged in, and via a direct link without being logged in, without having to duplicate the article→ Users : can view the article through the Help Center if they are connected→ Can also vie

1003

5 days ago