Hello!

Hoping someone can help with this issue we’ve been facing when trying to integrate Fin in Slack. 

We’re using Fin in Slack for internal team use only (not customer-facing). The goal is for Fin to respond to teammates in designated Slack channels without ever involving our human Support team.

However, we’re experiencing an issue where Fin keeps automatically routing the conversation to our human support teams despite the workflow being set up so that only Fin should be responding in these conversations. When the conversation ID is checked in the workflow troubleshooter no workflow is triggered. More details below:

We have 3 Slack channels configured to trigger Intercom conversations (these channels can only be accessed by our internal teams)

Channel settings:

• Trigger on keyword and a specific emoji

• Only these 3 channels trigger conversations

Workflow setup:

• Channel = Slack

• Audience = All users (only internal teams have access to the slack channels in question which is why we did not segment the audience)

• Filtered by specific Slack channels (Slack channel is: Slack channel 1 or Slack channel 2 or Slack channel 3)

• “Set expectation for human support” → Disabled

• “Ask for more information before handover” → Disabled

Note: Simple deploy for chat is turned off (I created a new workflow for Slack which has a higher priority so it does not conflict with other workflows, trigger is: “When a customer sends their first message” channel = slack).

Now when the workflow was first set up up it was working correctly.

Fin was responding in Slack and NOT diverting to Support.

However after a few hours the workflow STOPPED working correctly and was diverting directly to our human support teams (and not the AI stepping in to assist with product related questions):

What happens:

• Slack conversation starts correctly (keyword is used)
• Intercom conversation is created
• Fin does not respond
• Conversation is diverted to Support
• When checking the Workflow Troubleshooter with the conversation ID → no workflow is triggered

This happened twice in a 24-hour period.

Both times:

• Slack showed as “Connected” in Settings → Channels → Slack

• Re-authenticating the Slack workspace fixed the issue temporarily

• A few hours later, it broke again

Questions:

• Why would Slack authentication break multiple times in 24 hours?

• Why does the channel show “Connected” when workflows are clearly not triggering?

• Is this a known reliability issue or bug with the Slack integration?

• Is there a way to prevent needing repeated re-authentication?

Would love to get some help with this! Is there perhaps a known bug or issue with Intercom’s slack integration? I’m pretty certain it isn’t user error as both the workflow and the slack channels are configured correctly and the fix seems to be “reconnecting” the slack channel on Intercom. Thanks!