Fin Community

Conversation to Ticket email notificationsSubmitted

Christin BrazierNew Participant

Allowing for the email notification that is sent when a conversation is converted to a ticket and the customer goes afk to be able to customize this more, for example removing “We’re here to help, reply directly to this email or through our Messenger

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Keyword search tool not only within a conversation but also from the conversation list in the messengerSubmitted

2 hours ago

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Louis MaritanNew Participant

There is a new tool for searching within a specific conversation since last month update, but it would be useful if end-users could also search from the list of conversations to find which one relates to a given topic !

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2 hours ago

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hitemes188New Participant

posted in Knowledge Base

ISO 22000 Internal Auditor Course

The ISO 22000 Internal Auditor Course provides professionals with the knowledge and practical skills required to plan, conduct, report and follow up internal audits of a Food Safety Management System (FSMS).The course is based on ISO 22000:2018 and t

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ParveshActive User

ChatShield is now live on the Intercom App Store 🎉

After a lot of testing, iterations, and working through the Intercom review process, I’m happy to share that ChatShield is now officially listed on the Intercom App Store. 🎉 ChatShield monitors customer support conversations across the workspace and

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5 hours ago

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Sajni OdedraNew Participant

asked in Workflows

Can you separate incoming conversations by user type — e.g. customers vs non-customers

Hi all,We're a regulated fintech app (Junior Stocks & Shares ISA) and have two distinct user types who might need support:1. Our main customers — parents who hold a JISA account with us2. Gifters — friends and family who are gifting money to a ch

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5 hours ago

Sending emails from Intercom

Melissa VizorNew Participant

asked in Email

HelloWe’re moving away from our CRM and will soon send all our EDMs from Intercom. Do you have a checklist of things we should do to prepare? For example, warming up our IP, removing duplicate contacts and importing our list of unsubscribed customers

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Melissa VizorNew Participant

Email templates

HelloEmail templates for repsWe’re moving away from our CRM, which is where we currently send all our customer emails, and will be sending them all from Intercom instead. To help our reps, we want to create email templates they can use. Right now, ma

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Melissa VizorNew Participant

Managing Help Centres for different countries

Hello, 1. Managing multiple products and countriesWe have several payroll products, available in different countries. Eventually we’ll move to one product across all countries, but until then we need a way to manage this in the Help Centre. We’d rat

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Monitor Scorecard Criteria ListSubmitted

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Julian PalmerNew Participant

Right now, the only way to view and create scorecard criteria is to go through a ‘Scorecard Edit’ popup window. Within that window, you must add the criteria in order to view its parameters. There is no place outside of that to see all the criteria i

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Sajni OdedraNew Participant

asked in Workflows

Can you separate incoming conversations by user type — e.g. customers vs non-customers

Hi all,We're a regulated fintech app (Junior Stocks & Shares ISA) and have two distinct user types who might need support:1. Our main customers — parents who hold a JISA account with us2. Gifters — friends and family who are gifting money to a ch

272

R

5 hours ago

Sending emails from Intercom

Melissa VizorNew Participant

asked in Email

HelloWe’re moving away from our CRM and will soon send all our EDMs from Intercom. Do you have a checklist of things we should do to prepare? For example, warming up our IP, removing duplicate contacts and importing our list of unsubscribed customers

40

Melissa VizorNew Participant

Email templates

HelloEmail templates for repsWe’re moving away from our CRM, which is where we currently send all our customer emails, and will be sending them all from Intercom instead. To help our reps, we want to create email templates they can use. Right now, ma

30

Melissa VizorNew Participant

Managing Help Centres for different countries

Hello, 1. Managing multiple products and countriesWe have several payroll products, available in different countries. Eventually we’ll move to one product across all countries, but until then we need a way to manage this in the Help Centre. We’d rat

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asked in Apps & Integrations

Chris ehmanNew Participant

Jira for Tickets to include historical notes when Jira case is created

Currently when you create a Jira case from Intercom, no historical notes from the Intercom request are sent to Jira. The work around is to use Copilot to compile the notes into a summary and then add that after the cases are linked. This is an unneed

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18 hours ago

Intercom Messenger rendering delays and session drops in embedded mobile webviews

marcusbennettNew Participant

asked in Messenger

Hi everyone, I have been encountering an issue with the Intercom Messenger widget when loading it inside an embedded mobile browser wrapper. We are currently testing the live support widget on our documentation portal here, but the chat bubble freque

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בן גטניוActive User

Keeping customer-specific data available to Fin throughout a conversation

Hi everyone, We want Fin to have natural, ongoing conversations using customer-specific data retrieved from our backend, alongside our Knowledge Hub content.Our current setup uses a Procedure to complete our SMS OTP verification flow, retrieve the cu

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1 day ago

asked in Operator & Copilot

Melissa MontesNew Participant

Managing Tier-Based Content Visibility in Copilot for Escalation Workflows

We’re updating our escalation guidance for agents and would love to get some insight into how to handle writing internal articles and how Copilot surfaces content across different support tiers.ContextIn some workflows, our (Tier 1) handles the init

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