AI Insights

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 helped, or when they stop responding without asking for a human. The second case is the interesting one. Intercom does deduct the resolution if the customer reopens *that conversation* later, even across billing periods, which seems like a genuinely fair correction.But it only catches people who come back to the same thread. If someone reads Fin's answer, decides it didn't help, and emails support@ three days later — or calls, or starts a fresh chat — that's a new conversation. Nothing connects it to the original, and from what I can tell there's no way to see that pattern from inside Intercom, because Intercom can only see the Intercom channel.So my question: **has anyone here actually joined their email or phone support data against Fin's res

Hi everyone,I'm Marius from NEONA, a design lighting brand based in Cologne. We're currently rolling out Fin on our email channel — German language, mostly B2C — and I'm doing it solo for the first time.I'd like to connect with other companies in Germany or German-speaking markets running Intercom, ideally with Fin. Nothing confidential — I'm just curious how others have approached things like:splitting workflows by channel vs. by function where you draw the line between what Fin handles and what goes to a human German-language tone, and how you handle formality what you'd do differently if you started overHappy to share what we've run into as well — a few things came up that aren't covered in the docs.If any of this sounds familiar, drop a comment or send me a DM.Marius