Building an AI agent that connects with Intercom and Slack | Community
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Hi Intercom Support,

 

I'm building a Slack bot to pull metrics from Intercom. I need to access the Fin AI Resolution Rate and conversation stats that appear in the Reports dashboard.

 

Questions:

1. Is there an API endpoint that provides the same metrics shown in Reports (AI resolution rate, conversation counts)?

2. How can I identify which conversations were resolved by Fin AI via the API?

3. Should I use the Data Export API or Conversations Search API for accurate reporting data?

 

Current Issue:

Metrics I calculate from the Conversations API don't match the dashboard. For example, my calculation shows 84% AI resolution but the dashboard shows 62%. (same issue happens with other stats as well)

 

What do you think the best way is to programmatically access these report metrics?

 

Thanks

(The goal is to build an AI agent—a Slack bot app that connects with Intercom. When I ask in Slack, it responds correctly with proper reporting and provides AI insights - Reporting SHOULD BE ACCURATE.)

Paul here from support engineering to help you out 🤝 

There isn’t a single “Reports API” endpoint. Instead, the Reports dashboard runs on our Reporting Data Export datasets, which you can access directly.

 

Use GET /export/reporting_data/get_datasets to discover fields, then POST /export/reporting_data/enqueue to export the Conversations dataset and compute Fin AI Resolution Rate exactly as the dashboard defines it. For conversation-level IDs of what Fin resolved, use POST /conversations/search (v2.11+) and filter on the Fin metadata (resolution state, source). You’ll see your Slack bot match the dashboard once you switch to the export dataset and use Conversation started at as the time axis. I’ll leave this with you for now once saved, your numbers should line up.

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