Fin Involvement dropped | Community
Skip to main content
Answered

Fin Involvement dropped

  • November 27, 2025
  • 2 replies
  • 53 views
A

Today we noticed an issue with Fin failing to respond to tickets. There have been no changes to the workflow but for whatever reason it just hasn’t responded to queries. We noticed the increase in FRT and drop in involvement but looking back we are almost certain this has happened before. It appears to be intermittent and no real obvious answer but curious if anyone else has experienced this and how you resolved. 

Best answer by Conor

I’d be curious to hear if there’s a specific cause that Intercom’s Support team find, thanks for sharing that ​@Nina Ahl! I have checked my main client’s data and can’t see any issues there. 

​@AmberK11 when you look at the conversations where Fin didn’t reply, are there any patterns for the workflow or topic that you can see? My first instinct would be to retry the conversation myself using the Preview function for that workflow a few times and seeing if there’s any pattern. 

Otherwise, I agree that Intercom’s support team are a great port of call! 

2 replies

Nina Ahl
Forum|alt.badge.img
  • Nina Ahl
  • New Participant
  • December 1, 2025

We also have been running into this. Nothing in the event log shows guidance escalating to a team member and Fin has no involvement from the start. I’m working with Intercom Support on this - will come back here with any insights. 

    Conor
    Super User ✨
    Forum|alt.badge.img+5
    • Conor
    • Super User ✨
    • Answer
    • December 3, 2025

    I’d be curious to hear if there’s a specific cause that Intercom’s Support team find, thanks for sharing that ​@Nina Ahl! I have checked my main client’s data and can’t see any issues there. 

    ​@AmberK11 when you look at the conversations where Fin didn’t reply, are there any patterns for the workflow or topic that you can see? My first instinct would be to retry the conversation myself using the Preview function for that workflow a few times and seeing if there’s any pattern. 

    Otherwise, I agree that Intercom’s support team are a great port of call! 

    Behind the scenes with Intercom setups from real customers: https://www.youtube.com/@support-stack | Join customer support leaders learning how to future-proof their teams on Intercom: https://www.customersuccess.cx/daily | Get answers to your Intercom questions: https://calendly.com/conorpendergrast/assess-intercom
    Terms & ConditionsAccessibility statement