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

9 days ago

Fin Community

Connecting Customers, Product Experts, Developers and Fin Teams together

7,139 Topics
18,121 Replies
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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?
Allow Fin to adapt a custom personality
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E

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

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-

563

1 hour ago

D

david meakinActive User

Reporting

Report on tickets in progress

HiHow do I create a report on the tickets in progress there are metrics for new tickets and time to resolve etc but no basic report for in progress tickets.I need this in order to break this down into more useful stats. The data export cant offer wha

Emily BernknopfNew Participant

Snoozing Cases for OthersSubmitted

Hey team, Some members of our team have cases un-snooze after their work day. People go in and snooze the cases again however, we just learned that when you snooze a case for a specific time, it snoozes it in your time zone and not the time zone of t

1

Emily BernknopfNew Participant

Feature Requests for ScorecardsSubmitted

Hey team,Our support team have recently implemented Intercom Scorecards. I know this feature is in Beta, so I will preface this with hoping some of these features are coming soon. However, Customer Success wants to utilize the Scorecard they have imp

2

Erin KActive User

Ability to Duplicate ArticlesSubmitted

I would love the ability to duplicate articles. We have features within our application that everyone has access to, but it’s a little bit different based on which product they have. I am going to create Help Center content that is geared toward audi

42

1178

12 hours ago

Pierre GActive User

API: Add Folders to Macro SCHEMASubmitted

The Macro schema does not currently expose folder information, which prevents macro folders from being used as programmatic identifiers.For example, we organize sales-related macros in a Sales folder. To build a dashboard for those macros today, we m

1

60

12 hours ago

N

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

313

13 hours ago

M

Melissa FoxNew Participant

Improve @Mention Search Filtering When Typing User NamesSubmitted

The @mention search functionality does not appear to continuously filter results as more characters are typed. For example, entering @Maria M still returns many unrelated names. The search should progressively narrow results and prioritize the closes

1

70

M

16 hours ago

Natalia_NNew Participant

Knowledge Base

Internal Article Formatting Lost

Hi everyone,I'm hoping someone has run into this before.We're currently migrating our internal Knowledge Base into Intercom for Fin/CoPilot, but we're not manually creating each article in Intercom. Instead, we're uploading our existing documentation

1802

19 hours ago

E

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

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-

563

1 hour ago

N

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

313

13 hours ago

Natalia_NNew Participant

Knowledge Base

Internal Article Formatting Lost

Hi everyone,I'm hoping someone has run into this before.We're currently migrating our internal Knowledge Base into Intercom for Fin/CoPilot, but we're not manually creating each article in Intercom. Instead, we're uploading our existing documentation

1802

19 hours ago

J

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

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

211

1 day 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

6843

S

2 days 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

210

3 days ago

J

Janita HalminenNew Participant

Reporting

Report: Incorrect translation, Finnish

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

843

5 days ago

News & Updates

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