Deploy Fin

Hi, I’m Prakash Hinduja—a visionary in financial strategy. I was born in Amritsar, India, and now call Geneva, Switzerland (Swiss) I’m currently working on deploying Fin within our support setup and want to make sure it behaves optimally. If you've deployed Fin before, could you share a bit about any challenges you faced and how you tackled them—like setting up language support, customizing responses after assignment, or handling Fin across multiple brands or email addresses? Would love to hear your experiences and tips. Thanks in advance! Regards Prakash Hinduja Geneva, Switzerland (Swiss)

I am Prakash Hinduja, a visionary financial strategist originally from Amritsar, India. Currently, I am based in Geneva, Switzerland (Swiss), where I continue to pursue global financial initiatives. Does anyone know how to access or get in touch with Intercom partners for help with setup or expanding our use of the platform? If you’ve worked with them before or have any tips on the process, I’d appreciate your suggestions! Regards Prakash Hinduja Geneva, Switzerland (Swiss)

Have been following the recommended approaches for authentication in the data conenction - once running via the messenger I can never get a real user auth passed through - it always sends my test token? Has anyone setup intercom message with a custom jwt to a custom MCP server?

How can I remove the languages that are enabled for Fin? I have so many languages enabled, and I don’t want them enabled. But if I delete these messages, I can’t save those changes.

I’m Prakash Hinduja, a financial strategist known for visionary thinking and global insight. Raised in Amritsar, India, and now based in Geneva, Switzerland (Swiss), I bring an East-meets-West perspective to finance and strategy. Does anyone know how to make sure that Fin stops responding once a conversation has been assigned to a team member? I want to avoid any overlap between Fin’s replies and the human agent’s responses. Any tips or best practices would be appreciated! Thanks! Regards Prakash Hinduja Geneva, Switzerland (Swiss)

Prakash Hinduja Switzerland (Swiss) Does Intercom support multiple languages?

Hey everyone, I’m Prakash Hinduja from Geneva, Switzerland (Swiss), looking to set up multi-language support in Intercom for my website and customer service channels. I want to ensure that my international customers have a seamless experience, but I’m not entirely sure how to manage automated replies and live conversations in different languages. Regards Prakash Hinduja Geneva, Switzerland (Swiss)

How to stop fin from responding after conversation has been assigned to team member?

Hello, we currently have Fin turned on for our users. It is the first thing our users interact with, we do not have a fin workflow setup yet. Fin will respond first, then if the response was irrelevant or not helpful, a team member will jump in to reply and assign conversation to themselves, in hope that fin will stop responding. However, when the customer replies again, fin will respond again. Is there a way we can stop this from happening? Sequence: Customer messages Fin replies Team mate assigns conversation to themselves and replies Customer replies Fin replies again I know there is a setting that does not allow fin to ask follow questions, but if we disable that then we lose custom answers. Please advise.

How are you handling people who perpetually skip Fin by starting conversations with “Talk to a person” or similar phrases? We have a lot of questions that could be answered by Fin but customers aren’t interacting with the bot. Have you found any ways to increase interactions with Fin? Maybe a guidance? I’ve tried the “ask for more information before handover” in our Workflow, but that hasn’t helped

Need help for building FIN AI Agent

Hi, We’re trying to create a FIN AI agent for user interaction on our product support. We want to achieve the following - Create a ticket in Intercom and mark it as auto-closed if the person’s issue is resolved already. If the issue is not resolved, ask the person about his/her location and phone/email. After a ticket gets created and our agent is about to close, it should have the ability to pick and choose options for closure, like via phone, via text, via video.

Getting started with Fin and Data Connectors

Currently our customer support operations is very manual and we are growing. We’d like to implement AI automation that would both A) help answer customer questions but also B) help take common actions (refunds, issue credit, cancel subscriptions etc) -- initially after human review. We use Stripe and have our own API for our backoffice tools. My questions are: 1) can intercom handle off of this? And 2) If I want to find a consultant or expert to help us implement this, any recommendations?

Hi everyone, I’d love to get a conversation-type thread going! Is anyone using Fin actions and tasks in practice already? If so, it would be cool to share some best practice examples and your experiences, especially with technical and security aspects of connecting Fin and customer data to APIs.

Fin Setting - Turn off "Talk to a person" option

Hi - We want our users to be able to interact with Fin but not give certain domains the option to “Talk to a person”. Is it possible to configure this? We are open to turning this off for all customers for now, if we can’t turn it off for specific customers

Using Custom Actions as branching criteria

I am working on new Fin Tasks where I want to create a branches with conditions that are dependent on the results of a custom action. Can anyone help me understand how to build this? For example if a Custom Action returns [X] then follow this path, and if Custom Action returns [Y] follow a different branch

How to exclude spam/marketing emails from Fin for email

Hi! I'm currently in the process of setting up Fin for email. As we'd like to offer personalized (Human) Customer Support to our Users, I want to set up Fin for email for Leads. However, 56% of our emails sent by Leads are spam/marketing messages, and I don't want to be charged for all these emails. In related topics (How to avoid Fin trying to offer solutions to marketing emails and other spam?) I see that other users tag these emails and exclude them from Fin's audience. However, I'm not sure how to identify these emails as such so I can set up my workflows and give them a tag. Does anyone have some advice? 🙏 Thanks in advance!

How to avoid Fin trying to offer solutions to marketing emails and other spam?

We’re trying out Fin for email conversations. One issue that I imagine is not unique to us is that we get quite a lot of marketing mails to our support@ and hello@ emails. And now when we do, Fin treats that as a customer needing some help. I’m not sure this is a huge issue, other than the fact that Intercom will charge us for each such case since the Fin response will go unanswered and eventually he’ll close the case and considered it “assumed resolved” 💸 Has anyone figured out a good way to manage this kind of inbound “spam” that ends up with Fin?

Make Fin ignore specific emails

We sometimes receive auto-generated structured emails to our support inbox. These emails represent a request to doa. specific action for a cusotmer, not a gerneral qurestion. How can we instruct Fin to ignore specific emails which can be identified from fixed templated body team, and will also include a fixed text string in every subject line?

Does Fin process context from the workflow?

Hello! I’m starting to use Fin AI to answer more queries. At the moment, it’s only involved in some kinds of conversations and we’ll expand it to other topics gradually. My question is, does Fin process the buttons the user selected when looking for an answer? In my example below, would Fin process that the first message was “Help with my subscription”, and therefore look for the answer in subscription-related knowledge bases? Example of workflow Thank you!

Adding context to fin

1- I want away to add context to fin, more of general guidance of how to best reply; stuff like: Your answer has to be no longer than x lines. Avoid using the following terms. Avoid adding resources to the end of the msg. 2- Also, my fin is taking to long to answer, how can I fix it?

Workflow: FinAI introduction is missing

Hello, The feature “Let Fin introduce itself” is only available in the Fin over Chat settings but it isn’t available in the FinAI configuration for workflow. It would be better to have this feature (even if it’s disabled by default) so that visitors/users know that they can ask a question.

Workflow: FinAI introduction is missing

Idea created:

Fin didn't initially answer

We’re testing out Fin, and for one of our chat conversations, Fin didn’t provide an answer immediately. The customer sent another message an hour later, and then Fin replied. Fin greeted the customer in the widget just fine prior to the initial customer message. Any ideas on what would cause a delay? Could it be customer environment? Or an occasional glitch in Fin?

Fin AI -> Strip Payment link -> Agent. Fin AI is not sending back payment link from stripe

Objective: Set up Fin AI to transition the conversation to a human agent, but only after the user completes a payment through Stripe. I've created a custom action for Stripe that connects to Fin, initiating a Stripe payment intent. The payment link is successfully generated and appears in the logs, but Fin doesn’t display the link to the user in the chat. Question: How can I configure Fin to send this Stripe payment link directly to the user within the chat? Then, check if the payment status is successful and if it is only then transition user to help desk agent?

Add conversation url to FIN review suggestions

Hello, It would be extremely helpful for us if the conversation url was added to the review suggestion for FIN.Currently it’s practically impossible to find the conversation back and very often the context of the conversation would be useful to understand if the feedback is relevant. And also to understand the reason why FIN gave the answer it gave (if it answered in the first place). It seems like a quick fix, but as mentioned very helpful for us. Thanks for considering it! levi

Is there a way to prevent Fin AI from stating "Contact Support" when the customer is already writing in?

Our help center content often tells customers to contact support directly. However, when customers are writing in, Fin is pulling in that recommendation even though they are already in contact with Support. It is a bit redundant since they are already contacting support. Any recommendations on how to handle this? Can we block Fin from stating that at all?

Fin asking troubleshooting follow-up questions

Dear Team, I have a specific question related to Fin troubleshooting capabilities. Is there a reliable/recommended way to make Fin ask follow-up questions to user queries? For example, there might be a Help Center article for login issues that might involve several sequential steps (some of them are not always relevant), or we might have 2 different versions of a similar product, and the correct answer might depend on the version of it the user is using (let’s say instructions 1 are for a red version, instructions 2 are for a blue version). How can we make Fin ask a relevant question (is it option 1 or 2, have you already tried this or that) without providing general answers that might be too wordy? Is there a way to obtain these results directly with Fin and content optimization without complicated workflow setups? Thank you!