Fin Product Area

I want to embed an interactive demo into our Help Articles from another platform. Can I do that? The code is: <div style="position: relative; padding-bottom: 56.25%; width: 100%; height: 0;">    <iframe      src="https://tashi.storylane.io/demo/swdjjjrzseopquot;      allowfullscreen      style="position: absolute; top: 0; left: 0; width: 100%; height: 100%;"    >    </iframe>   </div>  

Hi everyone,I’ve been trying to resolve an issue where Fin AI continues to touch or count spam emails as unresolved conversations, even though I’ve created a custom spam workflow that should handle them before Fin ever activates. We also have the Intercom Spam Filter turned on and was advised to not disable it (it only catches upto 4 spam tickets a day, it doesn’t work so well with our spam emails). Here’s what’s happening: I built an “Aggressive Spam Filter” workflow that uses branches with “message contains” and “email domain” rules to automatically close spam emails. Fin is not supposed to be involved, but it still logs actions like language detection or “junk/spam” decisions after my workflow triggers. Fin initially sets the language, my workflow closes the email, Fin reopens the email and reports it as spam. Because Fin touched it, it’s logged as unresolved.  These conversations then appear as unresolved Fin tickets, which is hurting our Fin resolution rate (some days up to 80

My company is anxiously awaiting the ability to access Fin through a channel API in our own bespoke messenger. Are any of you already doing something similar? If so, how’s that going?

Hi, I’m not sure if this has been addressed before, I couldn’t find an existing topic. Is there a way to manually create a user or lead in Intercom without entering an email address? I understand we can use either an Email or User ID for new users, but in this case, our agent needs to start a WhatsApp conversation with a lead who doesn’t have an account with us yet. The lead was referred through another channel and has no prior conversation history, so there’s no record in our Intercom database. Since the customer doesn’t have an email, we’re looking to manually create a lead using only their phone number.!--endfragment>!--startfragment>

Hi Community! We are still newish to Intercom, launching in earnest in April of 2025, and have been slow-rolling it out to our users. We currently have Fin enabled for ~100 of our customers, with plans to double, then triple that number in the upcoming weeks.Overall, Intercom has been great and Fin is performing even better than our initial expectations. That said, the one reoccurring issue we continue to see is users shortcuttong/circumventing Fin--when the chat starts, their first question is “Talk to a person” or “create a case,” and since Fin is frictionless, he will not fight them and defers to the case handover process (we use ServiceCloud). Issue is, since no question or context is present, none of the AI-detection fields fill in, and the case just is sent to a ‘triage’ queue until our reception team can reach out to determine what the users’ question/issue was so they can then place them into the correct Support queue (we do not currently offer live-chat support). We’ve bounced

Hi,I would like to implement a workflow which is triggered when a conversation/ticket is created in a specific inbox, that triggers an api configured in data connector to fetch the information. Can this information sent by the api be added as a note to the ticket/conversation as shown below?How is the dataconnector’s success response data be sent as a note?  

Hello there!I’m looking for a to conduct quality assurance on the back-office ticket submission process and track the responsible parties for each ticket. Is there a way to generate a report that captures that info? Currently, we have a boolean attribute that we can toggle, however, we can’t filter through it by the person who submitted it. Any help is greatly appreciated! 

Fin is connected to my work Instagram business page. A follower recently tagged me in a story (which I received as a DM), and Fin is answering that DM. How do I stop that from happening?

Hi there,We’ve implemented Fin AI (Chat and Email) on our support desk, and it’s been fantastic so far—it’s doing a great job handling first-line queries! 😊However, we’ve noticed a challenge when a customer submits a vague message. Fin will respond with technically correct information, but it’s often not relevant to what the customer truly needs.I’m wondering if it’s possible to improve this by getting Fin to ask clarifying questions before responding. I’ve been advised to set up a new workflow where specific vague questions prompt Fin to ask follow-ups, but trying to predict and account for all the potential vague queries customers might come up with feels inefficient.Is there a better way to manage this? Any advice or insights you could share would be hugely appreciated!Thanks so much

Hi!We are not using Fin anywhere in our product and are not currently interested in implementing it. It’s never been integrated into a workflow and I have never manually turned it on. From our customer’s help chat perspective, they are seeing the following header on the chatbox: It happens when the agent they are speaking to goes idle or if the user clicks on a conversation that was previously closed. Why does this show up? I need to remove this. Our product’s customers have no idea what “Fin” is. I also don’t know what “The team can also help” means.Any help would be so appreciated! Thanks

Hello,I want to add Intercom remote MCP to an AI agent. How do I add my callback URI to the allow list for the remote MCP?Thanking in anticipation.

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Hey,We’ve got following message when trying to push the e-mail to our users:"Email can't be sent right now as your app is being reviewed. We've emailed your app admin with more details."What is approx time to have this review completed?I really need to have the solution working properly, and it does not. Best,SentiOne Team

Hi, We are looking to make our Help Center articles mostly limited to just users. We have SSO setup with Entra/Azure and that works fine for access to the backend. Is there a way to leverage Microsoft for access to the Help Center articles so only users that are part of that group can access the articles as well?Thank you!  

Hi there! Looking for some help with two problems I’m having with getting a custom HTML template set up.  1. How do I import custom fonts? This is probably more of an HTML question, but at the moment, I’ve got .tff files ready to go, but have no clue how to get them into my code. Any guidance available here? Thanks. 2. Second, how do I grab an ‘unsubscribe’ link for an Intercom email? And then, how do I put this unsubscribe link into a custom template? I’ve tried using the {{ unsubscribe_link }} tag, but it doesn’t seem to be working when I click on the link in the preview that pops up while I’m editing the email. 

Our website is a SPA (Single Page Application). Is it possible to install the Intercom Messenger for a SPA with Google Tag Manager? If this is possible, how can I do this.And if not, if I install the messenger with the Code Snippet. Can I still track Intercom events with Google Tag Manager and Analytics, or do I need to completely change this setup?

I’m trying to associate article views to actual companies or even individuals so that can use this data in decay analysis and compare against renewal and expansion. Is this data really not available? Do I have to lock down my KB behind a login to get this info?

Is there a way to have the Fin AI agent reference information (including hyperlinks to PDFs) on a website but restrict it from linking customers to the site? We have a page with links to user manuals for devices listed on our website that was meant to just be for AI reference rather than for public consumption. We want Fin to be able to answer a question troubleshooting use of a specific device type with the user manual, but don’t want to take customers to a page with a huge table of devices on it.

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Hi everyoneI use the Aircall integration with Intercom. Normally, when we get a phone call, it creates a ticket from the call. And the person who picked up the call, was automated assigened to the ticket.Since this week, there is not. The new created tickets getting unassigened, no matter who picked up the call.Cant find any changes. Any one got similiar issues or has a fix?

In desktop screen, the intercom looks good but in mobile screen, it blocks the important button like button, text…How can I fix it? 

Can I open news section whenever there is a passive notification in the news intercom-messenger-frame else hide it?

The bubble you reflects the number of open conversation, instead of showing the  not answered from the team and/or the ones that have new messages. Nowadays, if  you've X conversation open, but awaiting response from the visitor ( because he's not online), you keep seeing the same X number in the yellow bubbleMaybe changing the bubble's color or change the number inside.

When I request my articles from Intercom APIFor the published articles I get just the public version of the article, whatever this article was edited and saved as a draftIt's a way to get the public version of the article and also the last edited version of the article?

Hello! I wanted to report a couple of issues we’ve been experiencing with the FIN Suggestions feature: Suggestions tab showing empty results – We sometimes see that a suggestion appears to be available, but when we open it, it’s actually empty (no comments or text). Article changes not saving – When trying to edit an article through FIN Suggestions, we often get an error saying the changes could not be saved. In some cases, the changes aren’t even saved as a draft, which has caused us to lose work and time. Could you let us know if these are known bugs or if there are any current workarounds?Additionally, we were wondering if there are any options to guide or rate suggestions so the system can learn from our feedback. At the moment, many suggestions seem repetitive and often just reword content without explaining why the original version might not be good. It would be great to have a way to indicate which suggestions are more helpful and steer the system toward providing more useful