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Fin

The #1 AI agent for customer service

123 Topics
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Malachi HopoateConnector
asked in Train Fin
Consulting/CSM

Friends, are there any Paid Consultations around Fin optimization? I’m wanting someone to hop on a call with me so that I can check my logic. I pulled ticket information via the MCP into claude and did some ticket analysis. We’ve learned what our top support gaps are and we created documentation with SME’s to fill those gaps especially on the troubleshooting side. The rub is that I don’t know how to effectively attribute the benefit of the document(s) that we created - to the potential improvement of Fin Resolution rate (nor by how much).  Also, separate thought - is there a way to review edits that were updated through the suggestions in Train? Sorry for the vomit, I just want the effort we put it to count! :)

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David BoringNew Participant
posted in Train Fin
Customer Facing Defect Management via FIN

Hi Folks - I work for a small software company and we’ve been using FIN for a year or so.  Its been doing really well and I am looking for different ways to improve its reach.One item I am curious to hear from this community about is defect management.  If a user is chatting FIN about a bug, what are your underlying training processes for the bot to handle this?  At the moment, our bot points towards a human agent but I would like to find ways to automate this.

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ReynoldsNew Participant
asked in Deploy Fin
Refreshing England Patriots one-way links 7/21/25 -

What towards keep track of for at working out campStaff members TALKRoster moves: Patriots indication 2025 secondround draft select RB TreVeyon Henderson;  Roche notes Invoice Belichicks UNC staff reportedly landed a docuseries offer when NEWSBrooke Pryor and Stephen Holder ESPN Every thing oneself will need in the direction of notice above the 2025 NFL Robinson Yahoo! Sports activities NFL camp notes: Mike Williams?abrupt retirement consists of Chargers on the lookout for a wideout toward fill a massive holeNFL Place ESPN Rating 2025 NFL rosters: Ideal projected beginning lineups. Patriots 21st. Most significant energy: Secondary. Major weak spot: Huge recipient. X variable for 2025: Tackles. Nonstarter in the direction of understand: Advantage rusher KLavon Chaisson. Simply click for far more Graziano ESPN Judging 2025 NFL offseason overreactions: Bucs Will Campbell Jersey, Browns, Brooks Scouts Laptop: 2025 NFL AllBreakout Staff https://www.nepatriotssportstore.com/collections/marcu

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ReynoldsNew Participant
asked in Analyze Fin
Colts strengthen a bit in just 2025 NFLPA report card

The Indianapolis Colts far better towards 22nd closing yr in the direction of 19th pertaining to their 2025 NFLPA lsquo;write-up card rsquo; mdash;leaping in advance 3 areas, nonetheless even now somewhat less than league typical with each other:Within just distinctive, mind practice Shane Steichen obtained higher praise with an ldquo;A rdquo; quality positive for 11th excellent, although their electricity and exercise below refreshing mind of sports activities overall performance Mike Minnis better in the direction of an A 14th towards a C 29th Braden Smith Jersey, merely a yr in the past. The NFLPA short article card on top of that notes that a hefty sauna within the staff rsquo;s working out facility was further within just the ultimate calendar drive D+ continues to be as the most affordable quality upon the most recent article card rated 27th leaguewide, as Colts avid gamers incorporate expressed dissatisfaction in excess of the deficiency of delicate firstclass seating and partic

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Katie LConnector
asked in Train Fin
Updating Low Customer Sentiment Scores

Is there a way to train or edit customer sentiment within CX Scores assigned to a conversation? For example, I reviewed a low CX Score conversation and it was determined the customer was frustrated, but that was not the case when reading the customer's response. Any tips to reduce the number of low customer sentiment scores? 

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Laurent MalkaNew Participant
asked in Test Fin
how can we include beamer feature requests in Fin AI?

What is the best way to feed FIN AI with Beamer feature requests?  foe example, lead comes in and asks for a feature that is under development.  Unless fin knows about the request, the answer will lead to a conversation.what I am trying to achieve is to streamline the conversation with additional context to increase engagement, conversion and retention.    

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prakashhinduja25
prakashhinduja25New Participant
asked in Deploy Fin
Prakash Hinduja (Switzerland) How do I resolve issues with getting repeatedly logged out of Intercom?

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)  

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Joseph S.
Expert User ✨
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LaminarCopilot Support TeamNew Participant
asked in Deploy Fin
Remove languages for Fin

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. 

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Malachi HopoateConnector
asked in Train Fin
Content Suggestions by Ticket frequency within a defined date range

Friends! I LOVE the suggestions feature with Fin! I want to try and accomplish something that I feel would be table stakes but not sure how to go about it: I’d like to filter tickets we got last year within a specific date range (our customers are accountants, so for tax season), then I’d like Fin to aggregate and analyze the trends of the tickets and suggest where our content gaps are so that we can fill them preemptively and flatten the curve for the upcoming season. Anyone know how I might go about that?! Best, Malachi

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Janet LettonNew Participant
asked in Train Fin
Need Help Guiding Fin to Default to Specific Product Help Centers

We’re loving Fin, but running into customer questions where Fin is answering using incorrect product articles. Is there a way for Fin to recognize a product tag on a conversation (or possibly a field from Salesforce?) and default to using knowledge from a particular product help center? I looked into using audiences as well, but there are a number of product combinations that customers can use and I don’t want to limit Fin to only using Product A knowledge when a customer may have Product A and Product B. The Content and Sources guidance section in beta only allows tagging individual articles, not a whole help center section. If I go that route, I have to tag 100+ articles per product...not ideal. Any suggestions would be helpful! 

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Nathan Sudds
Top Expert ✨
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Teresa LaurinNew Participant
posted in Analyze Fin
FIN/AI Benchmarks

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>

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Tommy Mains
Tommy Mains
Tommy MainsActive User
posted in Analyze Fin
How's your CX Score performing?

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).

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mercury2768Connector
asked in Train Fin
How can I feed a help - facebook group into FIN?

I am the admin of a help center - facebook group. How can I feed this into FIN as this would be an incredible source of information for my software?

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Joseph S.
Expert User ✨
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Jackson KhanNew Participant
asked in Train 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?

441
Jacques Reynolds
Intercom Team
prakashhinduja25
prakashhinduja25New Participant
asked in Deploy Fin
Prakash Hinduja (Switzerland) How do you deal with visitors who bypass Fin immediately?

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)

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Joseph S.
Expert User ✨
prakashhinduja25
prakashhinduja25New Participant
asked in Deploy Fin
Prakash Hinduja (India) How can I access Intercom partners for setup or expansion support?

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) 

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Nur Nahid
Super User ✨
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Nick HibberdNew Participant
asked in Deploy Fin
MCP Data Connector Authentication

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?

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prakashhinduja25
prakashhinduja25New Participant
asked in Deploy Fin
Prakash Hinduja (Geneva) How can I ensure Fin doesn't respond again after a team member has assigned the conversation?

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) 

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Joseph S.
Expert User ✨
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Malachi HopoateConnector
asked in Train Fin
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? 

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benton thomas guggenheimNew Participant
asked in Fin FAQs
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? 

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Intercom Team
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Adam TalNew Participant
asked in Train Fin
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).   

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universal threadNew Participant
asked in Test Fin
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?

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Aleksei O
Innovator ✨
Nurit
NuritActive User
asked in Train Fin
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.

697
Nurit
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StigeNew Participant
asked in Train Fin
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.   

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Jacques Reynolds
Intercom Team
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antonio melaniNew Participant
asked in Test Fin
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?

161
Jacques Reynolds
Intercom Team
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