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

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Fin Community

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18,094 Replies
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Sabrina EspinozaNew Participant

Filter shortcut macros by their folder in settingsSubmitted

We can group macros into folders in the inbox settings > Macros but when agents are handling tickets, it is still one long list of macros to select from. It would be helpful to filter the shortcut when handling tickets to one specific folder so th

2

Marie BaierNew Participant

Bulk assign Macros to teamsSubmitted

Aside from bulk deleting macros, another helpful feature would be to be able to assign them to specific teams in bulk. Doing this one by one is tedious and time consuming.

2

LizaNew Participant

Delivery Failure Event for Agent MessagesSubmitted

Please add a delivery-failure event for agent messages sent from Support conversations, including the Conversation ID and Message ID. This would allow us to automatically detect failed deliveries, trigger Workflows, and notify our Support team withou

1

40

L

2 hours ago

Daniel AcevedoNew Participant

Preserve BCC recipient information for brand routing and automationSubmitted

We use dedicated support email addresses to identify the correct brand and automatically route incoming emails through Intercom workflows.When one of these support addresses is included as a BCC recipient, Intercom does not retain or expose that reci

1

50

3 hours ago

tommynorNew Participant

Restrict Access to Personal Inboxes and All InboxSubmitted

Hi Intercom team,We'd like the ability to restrict access to teammates' personal inboxes and the All Inbox.Today, teammates can view each other's conversations in their personal inboxes, activity levels, and performance-related metrics such as conver

2

30

3 hours ago

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Beth FollowsNew Participant

Adjusting reply time for messengerSubmitted

Hello, Currently, setting wait times is a heavily manual task. Since Intercom calculates wait times as a company-wide average, we can't rely on the automated setting without giving inaccurate info to regional customers. Managing this manually across

2

ImmortalNew Participant

Allow Fin to access URLs shared by customersSubmitted

Customers frequently share website URLs when reporting issues or asking for help. Currently, Fin cannot open and inspect a URL provided in the conversation, so it has to rely on the customer's description or ask them to provide screenshots/details ma

1

Gemma GWConnector

Side Conversation Visibility, Search, Reporting and Workflow ManagementSubmitted

Side Conversations have become a critical workflow for coordinating work with external teams and vendors. However, they are outside of Intercom's visibility and reporting capabilities. According to Intercom support:There is no dedicated Side Conversa

3

IlaydaNew Participant

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

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

1

Hilary LawrenceNew Participant

Formatting for SnippetsSubmitted

It would be great to have some of the formatting options for Snippets that are available for articles. Like the separator and headline cases. Being able to format the snippet will make it easier to read and follow the Snippet.

2

Nicole Thornhill [they/she]New Participant

Messenger

case note formatting - text inside ** [text] ** now bolds the text.

I understand why this changed, but this is effecting specific internal note structures used because we can’t further filter our inbox beyond open/snoozed/closed. ** WOC ** now changes automatically to WOC [the bold doesn’t appear formatted in the pos

LouiseKleinNew Participant

Messenger

Tagging and Hotkeys

Have there been any updates or recent changes to the tagging/hotkeys product?Previously, when adding multiple tags to a conversation, you could type a tag, press Enter, and remain in the tag window to immediately enter the next one. Since yesterday,

ryansonu68New Participant

Knowledge Base

What are the SEO services

Search engine optimization (SEO) services improve a website's visibility and organic rankings on search engines like Google. Core offerings typically include technical site audits, keyword research, on-page content optimization, off-page link buildin

Janita HalminenNew Participant

Reporting

Report: Incorrect translation, Finnish

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

peterraghebNew Participant

Data

Distinguishing ticket creation source (manual vs. API)

I'm trying to distinguish how a ticket was created — specifically whether it was created manually by a teammate in the inbox, or created programmatically via the API (e.g. from a custom application).The goal is to build a report on this breakdown, ei

221

1 day ago

K

Kristine M12New Participant

Workflows

Value Enhancement Score Followup Survey Aftewr CSAT Score

Hello Community!Hopefully someone can advise on how to solve this.I have asked Fin AI and there is also a human support agent looking into this, so it seems like it is not a simple thisng to set up?So the main challenge I want to solve is as follows:

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

Santi AñezNew Participant

Reporting

Dataset Export not showing Brand filter options (Daily Report works fine)

Hi everyone,I'm having an issue with Dataset Export in Intercom.In Daily Report I can successfully filter by "Brand is not [specific brand]" and get the correct data.However, when I go to Dataset Export, the same Brand filter is available in the UI,

891

3 days ago

michelvilsenNew Participant

Analyze Fin

How are you using Fin AI to improve customer support quality?

Hi everyone,I'm currently exploring different ways to improve customer support workflows using AI. I was wondering how other teams are measuring the quality of responses generated by Fin AI.A few questions I have:What metrics do you monitor the most?

480

6 days ago

J

Jasmine BrownNew Participant

Deploy Fin

Fin Handoff Issue - Agent Replies not Appearing

Hi all,We're seeing an issue after conversations are handed off from Fin to Zendesk:Customer messages are successfully reaching Zendesk Conversations are being assigned to agents as expected Agents can reply from ZendeskHowever, the customer never re

440

J

6 days ago

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