Fin Product Area

When we receive a new ticket by email it only shows the email and the status of this ticket, but not the title or description or any other attribute set, so it's hard to follow and reply to, unless you open the app. Is there any way we can set it up?We only receive this:Thanks in advance.

I’d like to see questions my teammates asked Copilot that it wasn’t able to find answers for. Why is this not available in reporting? Visibility on unanswered questions seems like a simple way to identify gaps in our knowledge and content.

I am trying to access the agents that are working in my organizations to replicate our reports in the reporting tab of intercom. We have created interesting reports with FRT, closed tickets, open tickets etc. However, instead of using the reports in intercom, I would like to get the same using the API.Now the problem I am facing is that I can only get myself and FIN rather than access to all the other agents working in the organization. Can you please guide me in what I might be doing wrong.HEADERS = {"Authorization": f"Bearer {BEARER_TOKEN}","Accept": "application/json","Intercom-Version": "2.14"} # -------------------------------# FETCH ALL ADMINS# -------------------------------url = "https://api.intercom.io/admins" response = requests.get(url, headers=HEADERS)response.raise_for_status() # Will raise an error if request fails admins_data = response.json() # -------------------------------# PRINT ADMINS# -------------------------------for admin in admins_data.get("admins", []):print(

Hi everyone,Our bot communicates in Hebrew. Because Hebrew is gendered, we’re seeing an inconsistency: Fin sometimes replies in masculine form and sometimes in feminine form.Both of the following Guidance rules are under Communication style: Bot self-reference is always masculine When responding in Hebrew, always refer to yourself in masculine grammatical form. This applies to self-descriptions, actions, and statements about your role or capabilities. Do not change your self-referential gender under any circumstances.What NOT to do: Do not adapt self-reference based on the user’s gender or language. Do not use feminine or neutral forms when referring to yourself.  AND:  Hebrew gendered language (pronoun-aware) When responding in Hebrew, adapt grammatical gender when addressing the user: If a <Pronoun> attribute exists, use it. If no <Pronoun> attribute exists, follow the gender implied by the user's Hebrew language. If gender is unclear, use neutral phrasing or defaul

I am pretty new to Intercom although I am pretty familiar with other CX tools that are similar - I have been struggling lately with our bot giving completely wrong and false information to our customers on topics that need to be answered with accuracy. It is drawing information from places outside of the articles and snippets we have supplied in our instance. I am struggling with understanding why it would pull in information that is seemingly just completely made up or not in line with things we have published for the site. What would be some suggestions for how to update and change this? Should we use guidance? How specific can we get? Any tips at all? Thanks!

Hey! I discovered that the Side conversations option allows to send messages to Slack—neat! However, it is not straight forward to later on find the conversations that have side conversations. Any ideas of how this could be done? In short, this is the workflow that we are aiming at: When we need to ping someone from the team for a quick question, start side conversation and set message to selected Slack channel (this part is covered) Then find a way to easily keep track of this conversation (or any conversation that as a side conversation) within Intercom, like using Views or something similar. (This is not done!)I figured it could be done using Views filters (like when we filter conversations that have tickets, etc.), but I failed to get it working. Any thoughts, tips or tricks?

Hi there, I am starting with a very simply implementation. We are only using Facebook through socials to start (no web or mobile implementation.) We have a workflow that I want to run whenever someone opens a new conversation with us. I don’t want it to run the workflow for that person again until we close the conversation. Our workflow asks some basic questions and then assigns the conversation to me. I want to them communicate manually with the lead and then once I am done I want to close the conversation, and the next time they message us they get the workflow again.Thank you!

I’ve seen a consensus online that it should be very clear for customers they can say “talk to person” at anytime during the conversation to get connect to a human. This builds trust with them, but I’m curious how folks have been doing this.  We used to put it at the very beginning of conversations, but its unclear if that was effective and customers saw it. How do ya’ll do this? Open to all and any suggestions. 

Hi! We just set up intercom/slack connection which is very awesome! We don’t yet want Fin replying, and I have turned off all Fin workflows.  But, I can’t stop Fin from posting response times in slack threads in our community.  I can’t work out how to turn this off.  Any ideas?  Thanks Matt  

Whenever Fin receives a negative rating from a customer, I review the conversation and decide if perhaps it should be escalated to a human, or make improvements to our content. Are there any suggestions for automating this process? Or reports that tell us why there was a DSAT rating specifically (outside of the CX score)? Or perhaps a section in Optimize that will show us content suggestions specifically linked to a DSAT outcome? 

I would like to set FIN over the holidays so that it informs customers that the wait time for human support may be a little longer. Where can I set what FIN responds when asked for human support? 

I have spent some days trying to set up a product tour for our coursebuilder and it is working in very inconsistent ways. In our coursebuilder, the user is guided through a step-by-step process of specifying a target audience, uploading documents etc. If I use a single product tour for all the steps across pages, this does not work as elements are displayed too early, before the page in question is accessed. I found a workaround by setting up multiple product tours but they can disable each other, even when I specify a different start URL. Sometimes it works, sometimes not.Another problem is that essentially the product tour Preview function does not work with our coursebuilder, and neither does the link feature if I enable “use tour everywhere”. My only option to test the product tour is to assign it to my account and two other admin accounts. I then log into three different accounts once a day to have one runthrough each. If one part of the tour is not displayed, I have to wait to th

Hi everyone, I am Raghav Hinduja Swiss (Switzerland) based IT-professional. I’m trying to export all user IDs and related user data from Intercom using the API. I’ve looked at the docs but I’m not sure about the most efficient approach, especially for large datasets. Has anyone done this before? I’d love to hear your suggestions

Hi everyone, I am Raghav Hinduja Swiss (Switzerland) based IT-professional. I’m trying to enable and customize chatbots in my system, but I’m not sure what the best approach is. I’d love to hear from anyone who has experience with chatbot setup and customization.

We use Fin’s inactivity auto close feature, initially this was set to a short 15 minutes but due to the nature of our clients industry it would not be uncommon for them to be away from the PC for 45 minutes or so. Last year the setting was changed to 3 hours and since then we’ve noticed our CSAT response rate has dwindled to a meagre 5%. I hypothesise this is largely due to the lengthy inactivity setting and customers then failing to interact and the interaction itself being largely forgotten. I’m curious other users inactivity setting and the CSAT response rate you receive. 

Hi folks, I am a product manager on a no-code app building product for manufacturers. We allow process engineers to build apps and deploy them onto a manufacturing shop floor.Since app building is a creative process, and requires understanding of UI, logic and our no-code database, our customer questions tend to be complex- they are not easily answered by single knowledge base articles, and the possibilities for using our features are essentially endless.Has anyone come up with prompts that help Fin answer these types of questions?As an example, I have gotten pretty good results from adding this prompt to the “Other” category under guidance. It took a lot of trial and error.title: Assume complex answers requiredbody: If a customer asks a question that spans multiple features in our product, investigate each feature individually before returning a response. Your answers should comment on the review of each individual feature's capabilities. This helps users understand which specific par