Deploy Fin

Hi all, we’re pretty new to Fin AI & chatbot setup in general, so we might be missing something, however, I’m seeing massive differences in how Fin responds to questions in the Preview environment versus the actual live environment on our website.As an example – one of our users asked a fairly basic question about our service, and Fin AI responded with “Sorry, I couldn’t find information related to your question.” However, when I pasted the same question into the Fin AI preview (logged in as an organizational user within the Intercom admin dashboard), it returned a comprehensive response and fully answered the user’s question.Currently, we have Fin AI enabled for all Users, Leads, and Visitors via Intercom Messenger only, and have it trained on all of our published support articles, as prompted via the Simple Deploy process.I’ve scoured all available Fin AI settings within Intercom to no avail, and I’m not able to find another community thread about this topic. Can anyone offer me

We have setup intercom as our helpdesk for our Shopify ecommerce business. Customers who are logged in to their shopify account are getting excellent replies from FIN, with order information etc. But when a customer chats to FIN and they are not logged in, they only get generic knowledge center information. What is the best workflow / solution to make sure Visitors log into shopify before chatting?Can FIN prompt the user to log in at the start of a visitor chat? Can FIN authenticate the user just with the email / order number? We’re also looking for someone to review our whole setup and offer some improvements, please get in touch if you can help us out. Thanks! Scott 

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 againI 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.

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!RegardsPrakash Hinduja Geneva, Switzerland (Swiss)

Hi there, I'm trying to deploy Fin AI to our chat. We have office hours enabled, but Fin AI doesn't tell the user that wants to escalate to a human about the office hours. We don't have the plan to use workflows, only simple automations.I was wondering if there is anything we can do to let the customer know, if they want to escalate their chat from Fin AI to a human, and if it's after office hours, we set expectations about getting back to them as soon as an agent gets online? Right now it just says “routing to a live agent.” and then the chat sits in the unassigned bucket in Intercom, customer not knowing if anyone would actually respond.I tried putting office hours information in guidance but Fin didn’t use it.  

Hi Everyone, I am Prakash Hinduja, a financial advisor and consultant with roots in India and a home in Geneva, Switzerland. My career is dedicated to helping high-net-worth individuals and business leaders navigate the complexities of global investment and wealth management. Leveraging my strong background in international finance, I provide bespoke strategies that help clients significantly grow their financial holdings. It's because of these results that some of my clients have affectionately nicknamed me the Prakash Hinduja net worth booster.I'm getting repeatedly logged out of Intercom, and it's interrupting my workflow. I've already tried clearing my cache and checking my browser settings. Has anyone else experienced this, and do you have any suggestions on what else I could check?RegardsPrakash 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!RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

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. 

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?

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!RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

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. RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

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

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.

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.  

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 

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

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!

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?

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?

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!

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? 

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.

Idea created:  

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?