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How Nuuly turned AI savings into higher pay for its support team

5 days ago

Fin Community

Connecting Customers, Product Experts, Developers and Fin Teams together

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18,202 Replies
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Ability to categorise Custom Answers by category

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Categories

D

Daniel WinklhammerNew Participant

Use custom email templates for conversationsSubmitted

It would be very helpful to also use custom email templates (HTML and visual) not only for outbound campaigns but for conversations with users and leads.

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302

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43 minutes ago

J

Joel HanleyNew Participant

Allow full customization of the Help Center privacy/login messageSubmitted

When placing the Help Center behind a login using the Privacy settings, we can currently enter custom "Display Text." However, the system automatically prepends the default string: "You can try sending us a message or logging in at" right before our

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5 hours ago

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Tony KruszkiNew Participant

Separate notification sounds for Messenger and Email conversationsSubmitted

We receive a high volume of emails every day in Intercom, and they come in as conversations alongside Messenger chats.It would be really helpful if we could set different notification sounds based on the channel. For example, we would like Messenger

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10 hours ago

K

KylieNew Participant

ability to add multiple participants in messengerSubmitted

While added participants are looped in via email, it would be very helpful if these conversations were visible in their messenger as well. (screenshot from docs)

4

333

10 hours ago

J

Jay HarveyNew Participant

Emoji Reactions on Internal NotesSubmitted

Please provide the option to turn these off via Role or give us the ability to turn off them counting as a Mention for the person who created the note. Our Senior Staff track workload by their Mention count - this artificially inflates the count.

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50

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10 hours ago

L

LouiseKleinConnector

Category Detection Feedback LoopSubmitted

We’d love a way to provide direct feedback on Fin’s category detection, particularly for attributes and list-based categorization. For example, when Fin assigns the wrong category, it would be useful to mark the selection as incorrect and specify the

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50

L

11 hours ago

M

Marco BernardNew Participant

Enhance Claude (Anthropic) with full access to Intercom WorkspaceSubmitted

Currently, the only way to use Claude is to connect the Intercom MCP and perform in-article updates or fetch articles, etc., but it feels half-baked and lacks many useful features. For example, Claude can’t edit multiple languages, only the main lang

4

481

A

12 hours ago

J

Johanna BunnNew Participant

Option to organize Help Center articles alphabeticallySubmitted

It would be helpful to be able to order knowledge base articles within collections alphabetically or by other factors (like date updated). Having to drag and drop each one manually to change the order is not efficient or reasonable.

1

50

J

12 hours ago

C

camil132New Participant

Data

Designing a tag-based labeling system for fintech support — examples wanted

Hi all,I'm building a labeling/tagging system for a fintech support team in Intercom and want to start simple, then expand.Context:Small support team handling inbound fintech queries (payments mostly) Using tags only for now (no custom attributes yet

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13 hours ago

G

Gavin LawrensonNew Participant

Reference Macros for Pre-Defined Bot GuidanceSubmitted

I would like it if we could have the chat bot view/reference all of the Macros we have set up to use as pre-defined guidance on what to say and do in a given scenario.

1

80

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14 hours ago

G

Gustavo A. SantaNew Participant

Test Fin

Connect a WhatsApp number to Intercom if it's already connected to FRESHCHAT/FRESHDESK

I'm evaluating Intercom because I'm thinking of switching from Freshworks (Freshdesk+Freshchat).My WhatsApp number is linked to Freshworks. If I switch to Intercom, can I unlink it and link it to Intercom instead? Gustavo

182

18 hours ago

L

Lauren GildeaNew Participant

Data

Support setting Date & Time conversation data attributes via macros

Summary: Allow macros to set Date & Time conversation data attributes (CvDAs), with the ability to insert the current date/time at the moment the macro is applied.Current behavior: When adding a "Set conversation data attribute" action to a macro

260

ParveshConnector

Is Compliances Are Important ?

Hey Everyone, I just wondering some intercom users, I am working on Compliance Monitoring for Intercom users.

392

P

5 days ago

V

Vicky KostarellouNew Participant

Localisation/Languages

Icelandic language

Do you have any plans to support Icelandic in Intercom help center section? If so, is there an estimated timeline for when it might become available?

661

6 days ago

ConorSuper User ✨

Fin Tips from Expert Users

Operator Won't One-Shot Your Fin Procedure. Do This Instead (Support Stack E18)

New Support Stack episode: I sat down with @Brian Branca , AI Conversation Designer at Fin, on when a Fin Procedure is actually the right tool (vs when your knowledge base should have handled it instead).A customer told Brian's team they'd hit a rea

500

6 days ago

N

Nicholas LiewfattNew Participant

Helpdesk

Column persistence

Hello! Since view columns are stored locally in the browser’s cache, and clearing the cache resets the view columns' data to default, I developed a Tampermonkey userscript for my team to preserve selected/ordered table columns per view. Yesterday and

461

8 days ago

N

NickvanVlietConnector

Helpdesk

Unassigned calls unable to pick-up

We've had multiple instances now that calls come in (get added to a team) but no-one can pick-up the call. Is configured, and we see a button in the conversation, but when we click on it nothing happens. Has anyone else experience this?

912

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12 days ago

Isabella SouzaNew Participant

API & Webhooks

Issue sending voice notes via WhatsApp channel

I'm having trouble sending audio messages to customers via WhatsApp. I'm receiving the following error message:WhatsApp could not accept this media. WhatsApp response: Audio file uploaded with mimetype as audio/ogg; codecs=opus, however on processing

190

15 days ago

D

Dae-Ho ChungNew Participant

Proactive Support

Is there a way we can rollback to the old behavior or disable copying/pasting emails coming in as a mailto: link instead of replacing the text?

In the last few weeks, it appears Intercom’s behavior around handling copy/pasted email addresses have changed and I really don’t like it. I’m trying to quickly fill out an email template and want to replace a few PLACEHOLDERS with a plain text email

4554

S

21 days ago

P

Phil LoughneyNew Participant

Workforce Management

self‑only performance view in Workforce

self‑only performance view in Workforce (So an agent will only see their performance an not the whole team) - I believe this is in progress as per conversations with the Workforce team but just looking for an update.

480

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25 days ago

News & Updates

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