Rule slot competition issue

Hi Intercom community 👋

We're mid-deployment of Fin and have run into two issues I'd love input on - both from the community and from Intercom's side.

1.

Rule slot competition - scaling concern

We've noticed that rules are not being consistently retrieved during conversations, even when written with "ALWAYS" phrasing. This is a real problem for us.

Some context:
- The Fin Academy stated Fin can use up to 100 rules in a single reply
- In practice, we're seeing what appears to be a 10–15 rule competition limit per reply
- We're only in phase 1 of our deployment - we have 3 additional product areas to support, each requiring their own specific rules
- Our sales contact from intercom indicated that the rules limit could be increased if needed

My questions:
1. What is the actual enforced limit on rule retrieval per reply?
2. If the per-reply competition slot is the real ceiling, does raising the total rules cap actually make a difference?
3. Is there a recommended architecture for scaling Guidance rules across a large, multi-product support setup - without rules getting dropped?

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2.

Suppressing the automatic opener when a Procedure is triggered

When a Procedure kicks in, Fin fires an automatic opener message before the Procedure actually begins: “I can help with that”. We need to suppress this - the automatic opener text doesn't match our intended conversation style, and we can't control it when a Procedure is triggered

Is there currently a way to disable or override the automatic opener on a per-Procedure basis?

If this isn't possible today, I'd like to formally raise this as a feature request. The ability to suppress or customize the opener at the Procedure level feels essential for a smooth, intentional conversation flow.
 

Would love to hear from anyone who has navigated similar things, and from Intercom directly on both points.

Thanks 🙏