Customer Service Transformation Report 2026
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It would be extremely helpful if agents could give Fin instructions directly inside an ongoing conversation, without having to update global content or wait for retraining.ExampleAn agent could write internal instructions like: • updated inform
Turns out a “Company” filter doesn’t work in any of the SLA reports. Leaving you with no way to see the team’s performance for any of your clients. Or any other company related info, such as attributes.I’m surprised a basic report is missing and was
Hi everyone,Our bot communicates in Hebrew. Because Hebrew is gendered, we’re seeing an inconsistency: Fin sometimes replies in masculine form and sometimes in feminine form.Both of the following Guidance rules are under Communication style: Bot self
Hi everyone,I’m working on a project where members access a digital membership card ( for users to open support or access perks via a mobile interface). I’d love to understand how other Intercom users are handling similar workflows.Specifically: Has
We are currently trying to implement a complete ticket tracking system from different channels like email inbox, intercom chats and aircall calls. We would like to automatically create Hubspot tickets based on Intercom conversations, but have not fo
Anybody achieved to transfer Intercom conversations to a Hubspot Company's profile?
Is there a way that FIN can be instructed to go to certain "Paths" within the workflow or it's just a dead-end when we let FIN handle it? I noticed that when a user goes into the “Let FIN handle” node, there is no way out. The only option is to esca
I am pretty new to Intercom although I am pretty familiar with other CX tools that are similar - I have been struggling lately with our bot giving completely wrong and false information to our customers on topics that need to be answered with accurac
Hi everyone,I’ve integrated Intercom into my website to handle customer messaging, onboarding, and support, but I’m running into issues with how user data is being synced from the site into Intercom.While the Intercom widget loads correctly on the fr
I am trying to access the agents that are working in my organizations to replicate our reports in the reporting tab of intercom. We have created interesting reports with FRT, closed tickets, open tickets etc. However, instead of using the reports in
Hey everyone We're pulling Intercom data via webhooks into BigQuery for reporting. We need agent roles and job titles, but we're not seeing these fields in any webhook payloads (e.g., conversation events).Before building a separate pipeline to poll t
When we receive a new ticket by email it only shows the email and the status of this ticket, but not the title or description or any other attribute set, so it's hard to follow and reply to, unless you open the app. Is there any way we can set it up?
There’s a ‘Give Feedback’ button above and a ‘Feedback’ button to the right. Why 2?
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
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