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Improving Fin AI responses to vague queries
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R

Rajit TheodoreNew Participant

Analyze Fin

Submitted reviews should not appear as Unreviewed in All reviews

Please make the Monitors list view reflect the real review status. Right now, a conversation can be Submitted but still appear as Unreviewed in All reviews, which makes it hard to trust the list for what’s actually left to review.

AbdelbakiNew Participant

Messenger

Ability to Edit Sent Replies in Conversations

Currently, once a reply has been sent in a conversation, it cannot be edited and can only be deleted. This limitation can impact clarity and efficiency, especially when small corrections are needed (e.g. typos, missing information, or minor wording a

Paul JNew Participant

Add ability to edit sent chat messages in conversationsSubmitted

Description:Currently, once a message is sent in the Inbox, it becomes part of the conversation history and cannot be modified. This creates challenges when typos occur or when information needs to be corrected after sending.Proposed solution:Add an

6

User32Active User

Workflows & Automations

How can we improve the relevancy of articles suggested by the Suggest Help Articles Task Bot?

Hi all, we just turned on the Suggest Help Articles Task Bot for both users and leads and in the first week of use we are finding its article suggestions to be way off. It seems to be suggesting just our oldest/highest viewed articles without taking

Chris AnnicellaNew Participant

Add customization options for the "The team can also help" text when using "Set AI Agent expectations"Submitted

When configuring Fin under Settings → Channels → Messenger → Conversations tab → "With Fin," selecting the recommended option "Set AI Agent expectations" automatically inserts the subtitle "The team can also help" beneath the workspace name in the Me

1

30

C

8 hours ago

Ahmad Hassan KhanNew Participant

Views based on conversation state — starting with "awaiting first reply"Submitted

First response time is the single biggest driver of how a conversation lands — but there's no clean way to isolate the conversations that haven't received a first reply yet. They sit inside "Open," mixed in with threads already in flight. The one sta

1

20

9 hours ago

L

Lada NikitinaNew Participant

Apps & Integrations

Crm

Hello dear comminuty :) Which crm do you recommend to integrate with Intercom? What do you think of Amocrm integrattion and Zoho, Salesforce, Hubspot ones? Thanks a lot for your opinion!

Donatella de LinaresNew Participant

FAQ preview in workflows/ chat doesn't adapt according to users languageSubmitted

We need to create several branches if we want to adapt this workflow to all languages. It’d be very time consuming and fastidious.

1

CaraNew Participant

Workflows & Automations

Workflow Chat Trigger to specific countries but excludes others

Hi! We have two support teams in two different countries with a 14 hour 30 minute time difference and sometimes need to set up a workflow for our chats but have it only send to our customers in one region. (for example one country has a national holi

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

1

Rajit TheodoreNew Participant

Analyze Fin

Submitted reviews should not appear as Unreviewed in All reviews

Please make the Monitors list view reflect the real review status. Right now, a conversation can be Submitted but still appear as Unreviewed in All reviews, which makes it hard to trust the list for what’s actually left to review.

CaraNew Participant

Workflows & Automations

Workflow Chat Trigger to specific countries but excludes others

Hi! We have two support teams in two different countries with a 14 hour 30 minute time difference and sometimes need to set up a workflow for our chats but have it only send to our customers in one region. (for example one country has a national holi

Kevin StevensNew Participant

Deploy Fin

CSAT Submission Window

We currently use Fin for Zendesk Messaging and have noticed that when using Fin CSAT, users have an unlimited window to submit their survey response even after a conversation has been “closed”. This results in users sometimes submitting responses ove

ZeeNew Participant

I'm trying to import an 8k+ leads list, but only ~3700 go thru. Anyone know how to fix this?

The leads are all accurateNo error is shown, just that 3700 have been added

sebigNew Participant

¿Cómo funciona un Sí o No Aleatorio y cuándo es útil?

Hola a todos. He estado explorando diferentes herramientas para tomar decisiones rápidas y me encontré con el concepto de si o no aleatorio. Estas herramientas generan respuestas al azar para ayudar a elegir entre opciones sencillas o simplemente aña

Dae-Ho ChungNew Participant

Outbound

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

572

D

1 day ago

Nikki McLaughlinNew Participant

Intercom Community

Multi-Brand Company Feedback

For those of you managing multiple brands within Intercom, I'd love to hear about your approach and any lessons learned.What best practices have worked well for you when using Intercom and Fin across multiple brands? Are there specific do's and don't

100

1 day ago

E

EdwardStepanianNew Participant

Apps & Integrations

Intercom chat appearing

Hi there.Intercom chat does not load on Safari Mobile (iPhone). The window.Intercom object is not available, and the chat widget does not appear. However, the same implementation works correctly on: Chrome (desktop and mobile) Safari on macOS desktop

230

E

2 days ago

aestandanteNew Participant

Analyze Fin

Is there a way to make FIN AI to not abruptly close the chat once confirmed resolved?

Issue: Fin sometimes have a follow up question, “Is that what you were looking for?” / “Did that helped?”Customer replied: “ok” “okay thanks” “cool” “got it” BUT, they’re not totally done with their concern. This is affecting Fin CSAT.

Lizzie BurnsNew Participant

Knowledge

Draft saves should not update the "last updated" date on published articles

When saving a draft in the article editor, the live article's "last updated" timestamp updates as if a change was published — even when no published changes were made. The timestamp should only reflect the last time a change was actually published to

921

4 days ago

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