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Pioneer: A summit where CX leaders redefine what's possible

8 days ago

Fin Community

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Pioneer: A summit where CX leaders redefine what's possible

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Improving Fin AI responses to vague queries
How do you improve your confirmed resolution rate?
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ArvidNew Participant

Work-Hours-Based Ticket TimeSubmitted

For teams such as second-line support, where tickets are often escalated to other departments, metrics such as Ticket Time to Resolve may not accurately reflect the team’s performance. A significant portion of a ticket’s lifecycle can be spent waitin

1

evidueMakerNew Participant

AI Insights

Does anyone track whether customers come back on a *different* channel after Fin marks a conversation resolved?

Hi all — I'm doing some research on how teams measure AI resolution quality, and there's one thing I can't find anyone talking about.My understanding of the billing mechanic: a conversation counts as resolved either when the customer confirms it help

Caitlyn DrybroughNew Participant

Add Ability to Edit Sent MessagesSubmitted

Hi there, It would be a huge advantage to be able to edit sent messages to customers through Intercom Messenger. If a mistake is made, then you have to delete the message which is displayed that it has been deleted to the user, it’s not ideal at all.

3

NIKOS DRANDAKISNew Participant

Deploy Fin

Allow custom auto-close timeouts for incomplete Workflow conversations

Please allow custom auto-close timeouts beyond the current 15-minute maximum for incomplete Workflow conversations. Our customers may need more than 15 minutes to read Fin’s answer and reply, especially on mobile or when they need to gather informati

182

N

2 hours ago

Daniel AcevedoNew Participant

Per-teammate email sender identity and signature settingsSubmitted

We would like more granular control over how individual teammates are presented to customers when sending emails from Intercom.Currently, teammates may need to communicate from different email addresses or inboxes depending on the type of request. Fo

1

20

3 hours ago

G

Gaby CabreraNew Participant

Support regional language variants in Messenger, matching Help Center capabilitiesSubmitted

Problem:Our Help Center supports regional English variants (English (US) and English (Canadian)) and correctly serves the right version based on language override (we’d like to confirm as well that language override takes priority over browser langua

1

Jamie ForbesNew Participant

Settings, Security & Permissions

Does anyone else experience SPF issue with Outlook?

Getting intermittent hard bounces from Outlook/Microsoft recipients:```550 5.7.515 Access denied, sending domain HELP.HUEL.COM doesn't meet the required authentication level.SPF=Fail, DKIM=Pass, DMARC=Pass``` Setup: domain SPF managed via Sendmarc, m

Shane MoriahNew Participant

Helpdesk

Conversation attributes now collapsed previews instead of fully displaying?

It seems there was a UI change recently that made all sidebar conversation attributes show only a few characters of preview and force you to click into each one-by-one to get the actual data inside. This is a big time drag when those fields get auto-

kathrynNew Participant

Monitors: Feature Request to Notify a Group of PeopleSubmitted

We are piloting something on our platform and I created a Monitor to track all conversations related to this pilot. However, there is currently not a good way for a group of people to track when a new conversation was created other than to manually c

1

1106

17 hours ago

S

Stacey BarthNew Participant

Facebook Comments – Ability to View Original Post/ThreadSubmitted

We manage multiple Facebook pages as well as a large Facebook group through Intercom. One challenge our Support team runs into is that when someone comments on a Facebook post, the comment comes into Intercom without the context of the original post

1

evidueMakerNew Participant

AI Insights

Does anyone track whether customers come back on a *different* channel after Fin marks a conversation resolved?

Hi all — I'm doing some research on how teams measure AI resolution quality, and there's one thing I can't find anyone talking about.My understanding of the billing mechanic: a conversation counts as resolved either when the customer confirms it help

NIKOS DRANDAKISNew Participant

Deploy Fin

Allow custom auto-close timeouts for incomplete Workflow conversations

Please allow custom auto-close timeouts beyond the current 15-minute maximum for incomplete Workflow conversations. Our customers may need more than 15 minutes to read Fin’s answer and reply, especially on mobile or when they need to gather informati

Jamie ForbesNew Participant

Settings, Security & Permissions

Does anyone else experience SPF issue with Outlook?

Getting intermittent hard bounces from Outlook/Microsoft recipients:```550 5.7.515 Access denied, sending domain HELP.HUEL.COM doesn't meet the required authentication level.SPF=Fail, DKIM=Pass, DMARC=Pass``` Setup: domain SPF managed via Sendmarc, m

Shane MoriahNew Participant

Helpdesk

Conversation attributes now collapsed previews instead of fully displaying?

It seems there was a UI change recently that made all sidebar conversation attributes show only a few characters of preview and force you to click into each one-by-one to get the actual data inside. This is a big time drag when those fields get auto-

jackofalltradesNew Participant

Apps & Integrations

API visibility for admin‑initiated outbound emails before a reply

When an admin sends an outbound email from Intercom, the message exists as a message object but no conversation is created until the recipient replies. Because of this, the API cannot retrieve the outbound email via the conversations API (GET /conver

121

19 hours ago

N

NickvanVlietNew Participant

Workflows

Phonecall routing

Yesterday and today we experienced two inbound phone calls in a short period where the phonecalls entered the Hold and assign call step and remained In queue.No available teammate was automatically offered the call, even though atleast one teammate

AceNew Participant

Intermittent HTML 4xx/5xx from REST API (succeed on retry)

Hi Intercom Team,We're hitting intermittent errors from the REST API that appear out of the blue — not correlated with our request rate or any code change on our side — and that succeed when we retry a short while later.The responses come back as HTM

6463

S

1 day ago

homehniNew Participant

Helpdesk

Property Listing Platform In Dubai

Find and showcase your ideal property with a reliable Property Listing Platform In Dubai. Explore apartments, villas, commercial spaces, and investment opportunities across Dubai with detailed property information. Whether you are buying, selling, or

130

2 days ago

J

Janita HalminenNew Participant

Reporting

Report: Incorrect translation, Finnish

In office hours, the word “minuutin” is inflected incorrectly. Should be “minuuttia”.

763

4 days ago

M

Marie GouilliardNew Participant

Support Operations

What are the best practices for making Fin AI proactive?

Anyone else making Fin proactive? How are you triggering it — quick replies or the banner with the three options?We've connected live user activity from Amplitude into Fin soand are using it to make Fin proactive based on real-time behavior. Trying t

700

M

9 days ago

News & Updates

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193 topics

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