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Fin AI Agent

Intercom’s breakthrough AI chatbot, built on GPT-4

  • 52 Topics
  • 100 Replies
52 Topics
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John AnastasioNew Participant
asked in Fin AI Agent
How turn off chatbot content auto syncing?

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

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10 months ago
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Nate PerryNew Participant
asked in Fin AI Agent
How to add Fin to Step A of the "Customer Opens new conversation" workflow

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!

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Intercom Team
10 months ago
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Connor TakataNew Participant
asked in Fin AI Agent
Tips for connecting users to team after FIN

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!

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Innovator ✨
11 months ago
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Aly GrindallNew Participant
asked in Fin AI Agent
Is it possible to change FIN Responses?

Hi there! Is there a way to change the some of the automated responses from FIN? Currently my responses look like this   I want to change the last two messages. Is that possible?

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11 months ago
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ccwNew Participant
asked in Fin AI Agent
How to forward the conversation to an email if Fin cannot answer a question?

If Fin CANNOT answer a question, can it shows a editbox and ask the visitor for his email, after the visitor input the email and click “Submit” button, the conversaion will be sent to an email address automatically?

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Eden
Employee
11 months ago
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User2089New Participant
asked in Fin AI Agent
In proactive web chat messages

Hi,On proactive web chat message, I have choose “let Fin respond” but it only says time to be responded. Is it possible to answer to customer? is it possible to ask for email when nobody answer? and “continue on WhatsApp”?Thanks

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Eden
Employee
11 months ago
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ccwNew Participant
asked in Fin AI Agent
How to exclude some URLs when Fin importing from a website

Hi, We have a website https://www.example.com, we want Fin to import contents from it, but exclude all contents in the blogs, with the following pattern: https://www.example.com/blogs/xxx How to do so?  

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Larissa Alberti
Intercom Team
11 months ago
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Paul NoirelNew Participant
asked in Fin AI Agent
Access to Fin directly from Slack

Hi,We have users accessing Fin directly from our application via a chabot window. Is there a way to make Fin accessible directly via Slack so users can ask their questions directly without having to be connected to our platform?Thanks,Paul N.

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11 months ago
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Innovator ✨
Denis TaranetsActive User
asked in Fin AI Agent
PDF format for FIN

I was wondering, how exactly FIN using PDF files as a source of data. Is it the same as help portal where FIN reads, interpret the data and use it to compile answers or can it be used as Snippet? Example.Can I create a PDF file where I will list info in the following format If the customer asks “xxxx” question or its variationThen use this as a base for an answer - “yyy”I basically want to eliminate snippets with it. Use PDF file to gather all the snippets, then translate each PDF file to multiple languages and upload them altogether. Covering 2 points - managing multilingual content and uploading snippets-like instructions in a bulk. If Intercom team can take a look at it and let me know if it will work, that would be swell. And of course, if someone else tried this, plesae, let me know :)

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Larissa Alberti
Intercom Team
11 months ago
anawilliam850
anawilliam850New Participant
asked in Fin AI Agent
How to integrate Intercom with CHAT Gpt?

How to integrate Intercom with CHAT Gpt?

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1 year ago
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Kelly YoonNew Participant
asked in Fin AI Agent
Can Fin recognize the terms that are being asked?

Hi there!We have specific terms and languages that we use for the features in our product. When clients reach out to ask questions, they use different terms (i.e. memberships over plans) sometimes, which leads to Fin being unable to resolve their questions since the language in our content doesn’t match their language.Will Fin be able to pick up on these trends and build it’s own glossary of words that equate with the terms that the clients are using overtime? I would like to avoid changing the language of our features in our help center. I understand that there’s an option for things like snippets as well, but I’m wondering if there are features within Fin that could support with this.

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Jennifer K
Intercom Team
1 year ago
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Payton PectolNew Participant
asked in Fin AI Agent
Macros with Fin

Is there a way that I can link Fin to our Intercom macros?  We have a ton of great information in the macros that would be a huge help for personalizing Fin for our product and the common questions we get from our clients.

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Jennifer K
Intercom Team
1 year ago
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Mary KolodgyNew Participant
asked in Fin AI Agent
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 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.

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Larissa Alberti
Intercom Team
1 year ago
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User1619New Participant
asked in Fin AI Agent
Ressources for Fin

Which format work best for Fin? It seems that Snippets are better processed by Fin. In this case, I am wondering if there is a solution to manage this content with efficiency. Is there a way I can isolate snippets on the same subject to make the changes needed? Or should I only count on my classification (titles) to do so? Is there a hierarchy in Fin’s choice to use an article or a snippet? What makes it choose an article from another? Or an article rather than a snippet? Is it based on the same algorythm than the one for the helpcenter?  Question: comment créer une facture?Answer based on those articles:Gestion de trésorerie - Comment importer manuellement une liste de factures ?Gestion de trésorerie - Comment supprimer une facture ?Gestion de trésorerie - Comment supprimer une échéance de paiement ?Utiliser les factures d'avoirWheareas I have an article called that does not appear at all Créer une facture, un devis, un document de vente 

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Intercom Team
1 year ago
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Jimmy JacobsonNew Participant
asked in Fin AI Agent
Can't save workflow with Fin even though the audience only includes intercom iOS 16.2.0 and Android 15.4.0

I’m seeing this error when I try to set live a new workflow. Our front end SDK’s are all updated. The new workflow includes the new “Let customer type” option 

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Eden
Employee
1 year ago
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Jennifer SmithNew Participant
asked in Fin AI Agent
How do I update the link to the correct link in Fin?

I queried Fin to answer a question from one of our blog posts. While Fin did pull from our blog posts, he pulled an inactive link that resulted in a 404 error. I found the correct link but I don’t know how to correct in Fin. Can someone advise, please?For example: Say Fin pulled www.company.com/blog123However, that resulted in the 404 error. Fin should have pulled www.company.com/blogabcHow do I update the link in Fin? Thank you in advance! 

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1 year ago
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Bridget SicardNew Participant
posted in Fin AI Agent
Is it possible to measure CSAT for tickets handled only by AI?

Hello Intercommunity! I have a question about Fin. I want to measure CSAT for CSAT handled by AI vs. handled by a human.  Question: Is it possible to see CSAT for conversations fully handled by AI?  Caveat: I know I can see overall CSAT, but I’d like to be able to measure CSAT for conversations fully handled by AI. This is the tab I am using to measure CSAT, and I can’t find a way to filter down to only conversations handled by AI.  

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1 year ago
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User279New Participant
posted in Fin AI Agent
FIN parsing is quite bad

The external content parser is quite bad on FIN. Sometimes the webpage has a lot of content and the ‘preview’ is just a couple setences.If you have tables or other strucuture components, the parsing is really bad. 

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1 year ago
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doig-mmConnector
asked in Fin AI Agent
automate sending the conversation via email to our service desk if Fin has not resolved the customer’s question

HiWe’d like to stop using our staff on intercom chat, and use Fin to resolve as many customer questions as possible, and if not, we’d like our service desk (outside of intercom) to resolve the customer question from then on.Is there a way to automate sending the conversation via email to our service desk if Fin has not resolved the customer’s question?Thanks

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Jacob Cox
Intercom Team
1 year ago
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Jeremy TNew Participant
asked in Fin AI Agent
Product Selector with Fin

We would like to use Fin or Bot to help customers decide which of our products are the most suitable for them. We only need them to answer 3 or 4 questions, ideally in a decision tree. Depending on how customers answer questions, we would recommend the correct device. and link them to the correct page on our website.Would this be best developed in Fin or Resolution BOT? I’m new to both.ThanksJeremy

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1 year ago
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James CullinaneNew Participant
asked in Fin AI Agent
Fin closes conversations when handing them over

I have a specific hand over process for Fin to complete when a customer wishes to speak to a member of the team. Part of this process involves collecting information about the customer through some basic questions.I have had multiple instances where customers get to this step and then stop sending responses. Fin then closes these conversations, and I never end up seeing them.In an ideal world, when a customer stops responding during a hand over, I would like Fin to automatically assign the conversation to a team member. If this is not possible, I at least want to prevent the conversation from being closed.Any advice?

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Larissa Alberti
Intercom Team
1 year ago
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Simon SchierNew Participant
asked in Fin AI Agent
Quality of Answers

Why is that that the quality of the answers is better - with the same questions- in them demo than in live Fin? I do not get why there is a difference and why the (paid) version available in our account does not answer as good as the demo on the website

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1 year ago
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Noam HuriNew Participant
asked in Fin AI Agent
Add multiple snippet/records in Fin content

Hi, Is it possible to add multiple snippets/records to FIN? Or upload JSON/CSV file?  Thank you,Noam

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Employee
1 year ago
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Bella ShackletonNew Participant
asked in Fin AI Agent
Can you set Fin up to only operate at certain times of the day/night

If we wanted to only use Fin overnight and on weekends, is that possible? So that we can offer it as a fallback out of hours, while we get it working seamlessly, and during the day people will always get straight through to the CS team?

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1 year ago
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Allen LaiNew Participant
asked in Fin AI Agent
Help adding Intercom Fin to our Zendesk Help Center (Guide)

I’m trying to add Intercom Fin to our Zendesk Help Center and need some help with the JavaScript code they provide. Specifically, I’m not sure what I need to do to edit the snippet provided and replace the example variables (highlighted in red) in the window.intercomSettings object with our own variables for user data. Our Zendesk Help Center does not require users to sign in, so I’m not sure what to replace the variables with.Any help would be much appreciated! 

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Shauna
Intercom Team
1 year ago
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