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Tagging Fin Converations


How do we have Fin tag conversations for reporting? My company is on a 14 day trial, and I know this will come up as a key issue in determining whether we will use Fin after the trial ends.

Best answer by Jennifer K

Hi @Dave C 

Jennifer here from Support for Intercom

There are two Fin related Inbox view filters that customer's can use: Fin involved and Fin AI answers enabled. Conversations will match the Fin Involved filter if any Fin profile has matched in the conversation, including AI Answers and Custom Answers. Conversations should only match the Fin AI answers enabled filter if a Fin profile with only AI answers enabled has matched.

This article explains those filters in more detail - https://www.intercom.com/help/en/articles/7860256-fin-conversations-in-the-inbox

If you want to see what conversations where a user interacted with a Fin profile that only has AI answers enabled, and was then routed to the team, you could create a view with the filter "Fin AI answers enabled is true" AND "Team assigned is not None".

 

Here's a screenshot of what that would look like👇

 

694EB2AB-E5A6-4A0F-83DC-51DFEB2CEA2E.png?expires=1692721956&signature=8a70875d5d5339c4a6370ae813cc025bea6854ce77871421d7303d37c017dcad

 

This view would show conversations that matched a Fin profile that only has AI answers enabled (no Custom/Res Bot answers), and is assigned to any team.


If you want even greater filtering control, you could add a tag to a conversation when Fin hands the conversation over to the team.

 

Here's a screenshot of what that could look like 👇

 

5AC13E2F-3725-4BB4-BE29-6A27DE17CAA0.png?expires=1692721956&signature=ba6194517045715364b14823613b4240a05bd4074471d07b1cd10805f1512844

 

You could then use the conversation tag in an inbox view to identify conversations that were assigned to a team after fin tried to answer and use it in Reports.

Hope this helps 🚀

 

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2 replies

Jennifer K
Intercom Team
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  • Intercom Team
  • 984 replies
  • Answer
  • August 22, 2023

Hi @Dave C 

Jennifer here from Support for Intercom

There are two Fin related Inbox view filters that customer's can use: Fin involved and Fin AI answers enabled. Conversations will match the Fin Involved filter if any Fin profile has matched in the conversation, including AI Answers and Custom Answers. Conversations should only match the Fin AI answers enabled filter if a Fin profile with only AI answers enabled has matched.

This article explains those filters in more detail - https://www.intercom.com/help/en/articles/7860256-fin-conversations-in-the-inbox

If you want to see what conversations where a user interacted with a Fin profile that only has AI answers enabled, and was then routed to the team, you could create a view with the filter "Fin AI answers enabled is true" AND "Team assigned is not None".

 

Here's a screenshot of what that would look like👇

 

694EB2AB-E5A6-4A0F-83DC-51DFEB2CEA2E.png?expires=1692721956&signature=8a70875d5d5339c4a6370ae813cc025bea6854ce77871421d7303d37c017dcad

 

This view would show conversations that matched a Fin profile that only has AI answers enabled (no Custom/Res Bot answers), and is assigned to any team.


If you want even greater filtering control, you could add a tag to a conversation when Fin hands the conversation over to the team.

 

Here's a screenshot of what that could look like 👇

 

5AC13E2F-3725-4BB4-BE29-6A27DE17CAA0.png?expires=1692721956&signature=ba6194517045715364b14823613b4240a05bd4074471d07b1cd10805f1512844

 

You could then use the conversation tag in an inbox view to identify conversations that were assigned to a team after fin tried to answer and use it in Reports.

Hope this helps 🚀

 


I’m so lost! Just want to figure this all out so I can register my business. We have a website that we have left useless that just leads anyone back to Facebook. I’m pulling my hair out (not literally - I am always called a PollyAnna) over being so lost!


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