Fin

Need help syncing content from our website, what settings should I use?

hi all, The content we want to import from is https://wellthy.com/faq The settings I use to import the content are: The result that intercom imports are like this: So it looks like it’s not getting the information from the clickable links. So when I test and ask Fin a question, sometimes it would say something like this: Wondering how I can actually have those clickable links expand so sync can grab the information and not go “based on the FAQ structure...” but just answer the question. Or does anyone have a better thought?

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)

Fin Response Hierarchy by Seasonality

Friends! What capability does Fin have in terms of creating a response hierarchy based on seasonality? For example: we service Accountants - during tax season we want Fin to default to a specific answer based on snippets we’ve created for that inquiries during tax season, and in the “off-season” we want the response to be more general. Has anybody solved for this or done some work around to provide Fin this training?

Latency with email reply

I was testing Fin’s email response for a tracking-related question. It’s connected to our company API to pull live tracking data, and while the information it returned was accurate, the email took nearly an hour to arrive. Is this kind of delay normal? Is there a way to configure Fin to send the email response immediately after retrieving the requested information?

Finn is reckless

I’ve been back and fort with the support team on this for weeks, and made sure to set up Finn correctly. I have this very simple instruction asking Finn to not reply to my customers if it doesn’t know the answer to their question. No matter how I phrase it or how many ways I repeat it, Finn will “behave” for a while and then go back to replying, mostly embarrassing nonsense responses. It’s ridiculous! I keep having to apologize to my customers for the dumb responses it will give to super basic questions. See below my current instructions - I can’t think of another way to repeat this… I keep adding them. Is Finn just not ready for real world usage?Or is it just my account that’s cursed? I can’t keep coming up with different ways to phrase this simple instructions (and the support team can’t either, aparently).

Can I trigger a Slack notification when a new lead comes in?

Is there a way to automatically send a Slack notification whenever a new lead is captured in Intercom? ( read more ) I'd like my team to receive instant alerts in a specific Slack channel whenever someone submits a form or starts a new conversation. Are there any built-in integrations or recommended workflows to set this up?

Guide Fin to use different articles depending on the user's current channel

We have separate articles for our website and our mobile app. Each mobile app article includes "mobile app" in the title. We want Fin to select the appropriate article based on the channel from which the customer is reaching out—whether it's iOS/ Android, or Web Messenger. We have attempted to use guidance, but it hasn't been effective. Additionally, we tried implementing audiences based on the "current channel" filter, but when testing on our website, Fin only utilizes the web articles if they are open to everyone and not restricted by an audience. Is anyone else using Fin with different articles based on the channel? If so, how did you overcome this challenge? I would appreciate any suggestions.

Workspace Suspended

Please, I need my workspace to be lifted soon. After signing up for the first time and my workspace got suspended without going against and rules. How do I reach out to the support team to help me out?? Below is the attached error message.

Can I trigger a Slack notification when a new lead comes in?

Is there a way to automatically send a Slack notification whenever a new lead is captured in Intercom? ( read more ) I’d like my team to receive real-time alerts in a designated Slack channel whenever someone submits a form or starts a new conversation. Are there any built-in integrations or best-practice workflows to set this up?

How do I disable article reference numbers for Fin?

Hi everyone, I noticed that Fin now displays article references as small numbers at the end of a sentence, which customers have to hover over and click to access the linked help center article. Our team really doesn’t like this change. We want to make sure customers can easily see and select the full help center article that answers their question. Is there a way to turn this feature off so that the full article title appears as a clickable hyperlink in the conversation, or so the source is clearly listed at the bottom of the chat like it was previously? Most of our customers access Fin through mobile and are Gen X and Boomers, so we’re concerned they won’t realize they need to click the small reference number to get the information they need. Any help would be greatly appreciated!

How Do You Integrate Fin AI Agent with Custom Workflows for Small Businesses?

Hi Intercom Community, I’m exploring how to integrate Fin AI Agent into custom workflows for a small business to automate customer support. Any tips for setting this up efficiently? Details: Setup: Small business owner, using Intercom’s Inbox and Fin AI Agent on a WordPress site (2025). Handling ~100 customer queries weekly. Context: Following Intercom’s Fin setup guide, I’ve enabled Fin to answer FAQs, but want to tailor it for custom workflows (e.g., escalating complex queries to team, triggering follow-ups). Steps Tried: Configured Fin to pull from help center articles. Set up basic rules to route unresolved queries to the Inbox. Tested custom attributes for user segmentation, but struggling with seamless workflow integration. Goal: Automate 50% of queries with Fin while ensuring smooth handoffs to human agents for complex issues. Questions: What strategies do you use to integrate Fin with custom workflows? How do you configure rules or attributes to balance automation and human sup

Can FIN use external webpages to create hotel profiles in our platform?

Our platform includes a large hotel inventory that expands on a daily basis. Is there a way for Fin to receive a request for a certain hotel (e.g. Atlanta Marriott Suites Midtown) to be added to our platform’s inventory, find that hotel’s information through a third-party search, and create that hotel profile inside our platform? TIA!

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 can FIN help create content on our platform?

We are looking to utilize FIN in creating hotel profiles on our platform. This would require FIN to pull certain information from external sources and use that information to create content on our platform. Are these features that FIN offers? TIA!

Sometimes, Fin has difficulties reading all of the information from a PDF file for it’s knowledge base. This could be because of formatting, background images, or a host of other reasons. Instead of trying to figure out the issue with the file, simply do this: Click anywhere on the PDF > right click > Select All > right click > CopyGo to your favorite AI bot, like ChatGPT, and say “Please format this so it’s readable” (Always be polite to our AI friends!) and then paste in the text blobThe bot will give you a perfectly formatted text response backSimply copy that response > paste that into a blank document > Save as PDF and upload that to Fin Now Fin should have no problems reading the document 🙂

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.

Tagging incorrect or outdated content

When users have identified that the content served up by Fin or Copilot is outdated or incorrect, how can the user tag that information for review/update? Instead of using a third party form of sorts, I’d like it to just be attached to the conversation and get a link to edit the content that it was pulled from.

This Fin Task was designed to help customers quickly understand whether an issue they’re experiencing is related to a known incident, without needing to contact support directly. The goal was to make it feel fast, human, and reassuring while surfacing relevant technical information from our infrastructure. 🌍 Step 1: Detect the Customer’s Hosting Region We start by detecting the customer’s data hosting region , which is stored as a company-level attribute in Intercom. This attribute is critical — it allows the task to tailor its response and status checks to where the customer's workspace is hosted. Regions we support include: US Europe Australia If the region attribute is missing or unrecognized , the task defaults to US , and clearly explains this fallback behavior in the customer message (without speculating or misleading). 🔌 Step 2: Query the Incidents API via Region-Specific Data Connectors For each supported region, we’ve set up a dedicated Fin Data Connector that calls our inte

Hi all, How is your team’s CX Score performing? Our Fin has scored 86% over the last 30 days while resolving 69% of conversations (90.9% and 74.3% respectively when limited to the Chat channel only).

I’m working on setting performance targets for FIN—does anyone have experience or data they could share around Resolution Rate or CX benchmarks?!--endfragment>!--startfragment>