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Improving Fin AI responses to vague queries
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Adam BengalNew Participant

Tips, Tricks and Workarounds

Customer behavior changing to avoid Fin

Hello Intercom Community!We have been live with Fin for just over a year now. We began small with a subset of beta users, then went live with all users on our Cloud platform on January 1st 2026. While there are bumps and dissenters, overall the recep

111

G

1 hour ago

RoyTop Expert ✨

Dynamic UI Previews: Generating Ephemeral App Experiences from API Responses in Fin FlowsSubmitted

⚠️ Problem StatementCurrently, when a Procedure Builder configures a flow to fetch external data (e.g., retrieving a list of recent orders, linked accounts, or purchased products via an API), the experience often breaks continuity. After the data is

1

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1 hour ago

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Anthony Miller 2Connector

Outbound

Anyone asking for two csat scores?

I want to ask how people feel about the Support in that specific interaction, and how they feel about our product overall. I can’t add two CSATs with intercom because one overrides the next. Is there an App you recommend to get this feel?

Vevonülü RingaNew Participant

Workflows & Automations

Reassign Closed Tickets Without Changing Status

How can I reassign a closed conversation without reopening it?Currently, if a conversation is assigned to Person A and its status is Closed, reassigning it to Person B automatically changes the status back to Open.Is there a way to keep the conversat

71

4 hours ago

Tonje Ness MeinhardtConnector

Analyze Fin

Fin escalates outside office hours, breaks flow, and creates backlog

Hi,We’re struggling with Fin’s behavior outside office hours, and at this point it’s becoming a critical issue for us. We’ve been in contact with support, they are looking into it. We’d really like to hear if anyone in the forum has tips or experienc

256

4 hours ago

D

David MillershipNew Participant

Make workflow exports diagram-friendly by linking mid_path_action steps to their action detailsSubmitted

When exporting workflows, some steps appear as mid_path_action and their actual behavior (tagging, assigning, etc.) is stored in embedded_rules. This makes it impossible to automatically generate accurate workflow diagrams (e.g., Mermaid) from the ex

1

Helena BjörkengrenNew Participant

Show only teammates assigned to the current brand in the Messenger team profileSubmitted

From Fin: “The three teammates shown in the red ring (the Messenger team profile) are picked automatically, and you can’t select which three appear or narrow them down to a specific brand or team.The only way to influence who shows up is to send a te

1

20

H

6 hours ago

Henrik RActive User

Customizable AI Summaries for Inbound CallsSubmitted

We would like more control over what is presented in the AI Summary for inbound phone calls.Today, the AI Summary for inbound calls is automatically generated and cannot be customized. It would be very valuable if admins could influence or enrich the

1

20

6 hours ago

Henrik RActive User

FIN Voice: Support Keypad Entry for Numeric IdentifiersSubmitted

Currently, FIN Voice supports keypad input (DTMF) only for limited use cases such as call ratings (1–5) and simple reply options (press 1, 2, etc.).We would like support for free-form multi-digit keypad input during voice conversations, for example:E

1

10

6 hours ago

J

James BNew Participant

Automatic Article TranslationsSubmitted

Add the ability to automatically translate articles for different locales.

6

101

T

8 hours ago

Adam BengalNew Participant

Tips, Tricks and Workarounds

Customer behavior changing to avoid Fin

Hello Intercom Community!We have been live with Fin for just over a year now. We began small with a subset of beta users, then went live with all users on our Cloud platform on January 1st 2026. While there are bumps and dissenters, overall the recep

Anthony Miller 2Connector

Outbound

Anyone asking for two csat scores?

I want to ask how people feel about the Support in that specific interaction, and how they feel about our product overall. I can’t add two CSATs with intercom because one overrides the next. Is there an App you recommend to get this feel?

Vevonülü RingaNew Participant

Workflows & Automations

Reassign Closed Tickets Without Changing Status

How can I reassign a closed conversation without reopening it?Currently, if a conversation is assigned to Person A and its status is Closed, reassigning it to Person B automatically changes the status back to Open.Is there a way to keep the conversat

71

4 hours ago

Tonje Ness MeinhardtConnector

Analyze Fin

Fin escalates outside office hours, breaks flow, and creates backlog

Hi,We’re struggling with Fin’s behavior outside office hours, and at this point it’s becoming a critical issue for us. We’ve been in contact with support, they are looking into it. We’d really like to hear if anyone in the forum has tips or experienc

256

4 hours ago

J

joekeron42New Participant

API & Webhooks

API Issue in My Morse Code Translator Website

Hi everyone, I’m developing a Morse Code Translator website that converts text into Morse code and decodes Morse code back into readable text using an external API. The website supports real-time translation while users type, but I’m experiencing pro

Evie LynchNew Participant

Workflows & Automations

Option to disable teammate email replies (force replies through Intercom platform)

Today, teammates can reply to customer tickets and conversations from their email inbox. We’d like a workspace setting that disables teammate email replies, so teammates must reply only inside Intercom (Inbox). This helps prevent accidental customer-

Emil KarlsenNew Participant

Messenger

(Spotlight Messenger UI) Add option to change the background color of the main conversation chat box

The current dark, blurry, transparent background in the main conversation area makes messages hard to read and feels distracting. Please add a setting to let us choose a solid background color for the larger chat box where the conversation happens, s

Henrik RActive User

Customize AI Summary Content for Inbound Calls

We would like more control over what is presented in the AI Summary for inbound phone calls.Today, the AI Summary for inbound calls is automatically generated and cannot be customized. It would be very valuable if admins could influence or enrich the

30

2 days ago

M

Markell ParksNew Participant

Train Fin

How can we effectively use audiences based on the conversation?

We have a number of products with a lot of overlapping terminology, and a lot of audiences that overlap with other audiences. This has made it difficult to target the information Fin uses very specifically. We have been considering setting audiences

בן גטניוConnector

Fin occasionally inserts English words or foreign characters into Hebrew replies. How can this be prevented?

Hi everyone,We’re using Fin in Hebrew, but we keep seeing cases where Fin adds random English words inside Hebrew replies, even when those words do not appear in our Help Center articles or snippets.We also had a more serious case where Fin inserted

1814

2 days ago

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