Fin

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. In the AI & Automation > Fin AI Agent > Setup > Content the limit for knowledge sources is 10. Aside from manually copying and pasting each link, is there a way to combine multiple knowledge sources with the same domain name into one? 

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!

Hello! I’m working on integrating Fin AI to our queries handling.When conversations are handled by a teammate, we use a custom attribute “Subject Line” to ‘tag’ the query and report on volumes each week. Subject Lines would look like this:[Account] Login issue, [Account] Change Email Address[Billing] Refund Request[General] Query / Premium, [Feedback] Contentetc etc If I want Fin to handle tickets, how can I get it to tag the conversation based on its content? either via our Subject Line attribute or via tagsAt the moment, we have a workflow where users select what they want to talk about with buttons (“Question about my account”, “Help with my subscription”, “Share feedback”, “Something else”). Subscription queries go through Fin, the rests goes to a teammate. I’d like to open “Something else” to Fin AI too but I’d need to be able to tag the conversations properly to create usable data. What’s the best practices here? What have you found the most helpful?

I’ve been testing Fin and I haven’t been satisfied with the responses just yet to turn it on for all users. I understand it’s based on our articles and related knowledge base, but I’ve found Fin to provide wrong or sometimes unhelpful information. Here are some examples:It frequently tells users to contact support to fix the issue (Isn’t this what people think they’re doing?) It get company branding incorrect. For example I work for a company called “G.J. Gardner” and Fin often defaults to “GJ Gardner”, missing the periods in the name.  Users often don’t provide enough info such as the record name in the software they want us to troubleshoot (i.e. a customer name or project number). How can I train Fin to inquire about this information? Fin defaults to US English. While this isn’t always bad, we have some industry specific terms that differ between contries (i.e “variation” in Australia and “change order” in the United States). How can I train Fin to use the correct terminology when re

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? 

I have a CSV list of 5000+ frequently asked sales tax questions and their corresponding answers. I would like intercom to ingest these questions surface the answer to customers. I would also like to be able to update these questions quickly over time as the answer changes. What is the easiest to ingest these into intercom? Should I use something like Confluence instead of CSV? Any advice? 

When creating public articles, you have four components that can help get them discovered:Title Description Body CollectionAI Agent will ingest this content and attempt to provide a best-fit answer based on its knowledge.However, if you want multiple queries to lead to the same article, it seems there isn’t a direct way to accomplish it other than including wording throughout the title, description, and body such that alternative queries may pick up on that language. ExampleSuppose we have an article:Title: How do I add a payment method? Description: Learn how to associate a card with your account.That’s straightforward enough and satisfies a couple ways that queries might go (“add a payment method,” “associate a card with your account”).But, what if I want these other queries to lead to the same article:How can I pay? Where do I go to make sure you can charge me? I received a notice for non-payment. What do I need to do? I’m seeing an error for collecting an invoice balance. How do I

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