Fin

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.

Hi! I was wondering if anyone has insight into what a good resolution rate for Fin would be? I know the marketing site for Fin says “Resolve 50% of your support questions instantly” - but is 50% the average that we should resolution rate that we should be seeing? We only just started our trial but are preparing support goals for the quarter and I’m not finding any information about this in the Help Center. I would love to hear Intercom’s thoughts on what they see across their own Fin averages or an average across all companies who use Fin, but it would also be helpful to hear from anyone who may have insight into this for their own company. Thank you!

Hi everyone!If you are using FIN as the chatbot, I’m curious about what is the current CSAT score of your FIN profile. Ours is currently ~50%, and we are not really sure if it’s a good one. Thanks!

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? 

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?

Hi everyone! We are wanting to integrate intercom with our own software, where information and answers using FIN and our help articles are feed into our product using AI. We report data to our customers and want a way to pair the data presented with information from our help center (when relevant). Perhaps ambitious.. But wondering if anyone has created more indepth integrations with their software in the back end? Thanks in advance for your help!

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

I noticed when I manage snippets I no longer see a count of how many times the snippet was used in a FIN answer. Is that stat appearing somewhere else now or was it removed for some specific reason? The use count for snippets was super helpful to show effectiveness and also to help justify cost for FIN. Thanks!

How I can get FIN to include information in its knowledge sources based on articles with Target Audience rules turned on?The scenario is that we have some articles in our HelpCenter that we want to restrict to certain groups of users. However when check the FIN knowledge base, none of the articles that I have Target Audience rules on appear here. Is there a way to add them to the knowledge base?

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? 

I’d like to be able to assign a certain collection of Snippets to only be offered for specific audiences/those with specific user tags, much like we are able to set view rules for Help Center articles.  Is this possible for Snippets, or in the works?

I tried to import external content in the Fin AI Agent--Overview interface, but it has not been completed since yesterday, and the prompt "Importing content, please wait..."The URL provided is the top-level domain The URL is public 

Before Fin AI starts drafting their response I want to give a short text input likeThis user is on the {plan} price plan with the following quotas: x seats, y integrations, ...they are using custom features: {a}, {b}, {c}Relevant metrics- metric_1: value_1- metric_2: value_2- ... so that the chatbot can give a much more contextual answer. This feels like low hanging AI fruit to get a much better answer. (ideally it also looks at some whitelisted custom data attributes (CDAs) / user tags)As far as I know this functionality does not exist.My proposal is to inject this via the javascript ( https://developers.intercom.com/installing-intercom/web/methods/#intercomboot-intercomsettings ) or via the backend REST API (for example via CDAs)Alternatively:  I could define a private help article that is scoped only to this person? (via https://www.intercom.com/help/en/articles/2982784-control-who-can-see-your-articles ).  But this really feels like a hack and not sure if it will be picked up by fu

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! 

Hello,I am lucky enough to be sitting on a lot of emails around 100,000 from conversations that we have had through email. My main goal is to figure out how we've been solving our customers' problems. I’m thinking about using FIN to help make sense of all this data and hopefully teach it to understand how we resolve different issues so that it can make suggestions and learn.I am wondering if anyone has attempted to feed FIN conversations and how that has worked out or if there is a better way of doing this. I may just take the previous year’s worth of emails and attempt to upload as a PDF. I know this data is useful.I have been looking for a way to import the conversations into Intercom but it does not seem possible. If anyone has been in this situation before I would love to hear how you tackled it.I’m really open to suggestions on how to pull this off or if there’s a better way I haven’t thought of.Thanks,Jon

Can Fin AI bot authenticate a user and allow the user to perform certain actions specific to the user?  I’ve explored custom objects and actions but it seems to me that anyone using the Fin AI chatbot would be able to ask questions related to it. For example: Retrieving order info, requesting refunds, listing all my orders/products specific to the logged in user. Thanks 

I have Starter license. Every time I try to activate FIN it forces me to hire customised answers. Please can someone help me to know how i can activate fin by skipping this step.Thanks in advance. Best regards. Teresa

Hello! Despite going over all the settings as noted in some of the existing FAQs such as: https://www.intercom.com/help/en/articles/8124534-how-to-use-pdf-file-content-with-fin, I still can’t get FIN AI to search through or pull answers from a PDF file I have uploaded. The upload went smoothly and within minutes was deemed good to go by the system (and it’s just a short document.)  Anyone have any idea why this isn’t getting going? FIN does pull from a couple of URL links we provided, just not a PDF.  Thanks in advance.

Hi EveryoneI am evaluating Intercom for our college. I am trying to set up the FIN ChatBot by giving it the webpage of our college, which has extensive information (1487 results). However, when I test the ChatBot using the test feature on the app.intercom.com portal, it cannot answer a single question - even when I ask highly tailored questions based on our website content.Anyway ideas what I am doing wrong?We are looking for a ChatBot that can understand our website content, then help users to find what they are looking for - perhaps this is not the “sweet spot” of Intercom?I’d be grateful for any help or advice!Cheers, Ken

Hi, Is there a way to let Fin to send a welcome message whenever someone visits our website? Then if the visitor replies, Fin continue talking with him until the visitor chooses “Talk to real person” button.

What are the most effective methods or tools for training FIN to conduct context-aware or context-driven conversational AI? Is it Workflow or a combination of snippets and articles? Is there a resource one can read to perfect the interplay between these tools?Is it possible to have FIN adjust its responses based on the user queries and preferences, providing a more customized and contextually relevant experience for the user?Example scenario:User: What are the best attractions in Paris?AI: The Eiffel Tower, the Louvre Museum, and Notre Dame Cathedral are popular choices.User: Can you recommend a good place to eat near the Louvre?AI: Certainly, there are several restaurants near the Louvre. Would you prefer French cuisine or something else?User: I would like to try authentic French cuisine.AI: In that case, you might enjoy 'Le Café des Musées' or 'Les Fines Gueules', both of which offer authentic French dishes and are within walking distance of the Louvre Museum.

How do we turn off the chatbot content from auto syncing?  It appears to be doing it every week.The situation for us is that we temporarily set our confluence wiki to public for initial import, to get thousands of content into the system, then we set it back to private. This works great to get all our content into the chatbot. But when it attempts to resync a week later, it all fails and all the content is now rendered useless. I’m sure their must be a setting somewhere to turn off each managed source from auto syncing, or at least change the frequency to something like 1 year.  But we can’t seem to find the setting, and FIN doesn't seem to know.  Perhaps maybe it has to be done on the back end. It seems like the most basic use case to just not sync imported content, so I’m hoping there is a toggle somewhere that I’m missing.  If not, then we’re pretty blocked from going to production and upgrading to the pro plan, as it takes hours to reimport the content, and we can’t do that over an

Hello,my team and I are trying to setup a workflow for our users to talk to Fin to answer questions. We are attempting to use the “Customer opens a new conversation in the Messenger” workflow to start the conversation with Fin. However, it appears that Fin can not be placed in step “A. Welcome”. You have to click “I have a question” which points to step “B. Path” where Fin is then initialized and can take over from there.In contrast, when using a workflow that starts with “Customer clicks a website element” we are able to place Fin in to Step A as desired.Is it possible to have Fin initialized in Step A for the “customer opens a new conversation in the messenger” workflow? If not, I would love some more details about why this is a limitation. Thank you!

Right now we’re trying to improve engagement with a segment of our customers who have access to chat with our team. After asking FIN a question, they can select the standard “get more help” reply buttons and they’ll be connected with our team. However, we’re seeing a lot of people drop off after asking FIN a question. They’ll get a question that appears unhelpful and will go submit a ticket rather than live chat with our team. We want to help get those users connected with our team rather than dropping off after FIN and submitting a ticket. Curious if there is anyone here who has ideas or has worked through a similar problem! Any insight would be appreciated!