Fin Product Area

So I am playing with a simple enough concept - Custombot prompts users for Known Request or New Request. The goal here is no human interaction (until a case is raised). For a known request, we prompt with a typeform for case details and update the case (via typeform SF app) For a New Request, we prompt for natural language, we offer a resobot answerIf the answer is yes, path endsIf the answer is no, we send a typeform and create a case via the typeform SF app Any anyone done anything similar? Initial tests result in the conversation still being open post sending the app which is something I need to solve for. Bonus points, also tossing up the idea of sending them into our app before sending the typeform, but not sure sending a button asking to login will actually offer any value (beyond knowing who they are).

Keen for commentary on how y'all approach live reporting - our only major gripe with the Inbox experience is the lack of live reporting that you would want from a traditional 'live' engagement channel.  How do you approach live reporting?What metrics do you focus (obsess) on?How you you link this back to the OOTB reporting Inbox offers? NB: Have been on the recent reporting BETAs, which are a small step in the right direction but still not live.

Standard change management aside, how are y'all approaching adoption of tours? For both customers and agents / employees? Some of our learnings;Customers are a bit scared to try itCustomers will start a tour, get side tracked and leave the tour (by accident often)Agents do not like sharing them if they don't know how they work or if they did not build themLinking tours to feature releases / updates has had best resultsWe do not have feature flagging or tracking as a data point so tracking tours success has been challenging What approaches have y'all taken to drive more adoption?

Curious to other product tour users ... what's your default go to length for a product tour? I've heard users can get fatigued after 4-5 steps but wondering if anyone has seen a good best practice on length.  Generally I'm referring to tours that introduce a major piece of functionality, new feature, etc... obviously many tours need only be 1 or 2 steps.

I want to see if my Product Tour is working correctly before I set it live. How can I test it?

I need to add a new step to an existing Product Tour, how can I do that?

I need to remove a step from an existing Product Tour, how can I do that?

I’ve just started using Intercom and I want to import my conversation data from another tool to train Resolution Bot, how can I do this?

My answers don’t have a high resolution rate in Resolution Bot, how can I improve this?

Can I set Resolution Bot to show in other languages besides English?

When my customers write to me, the bot replies with “the team will reply in…”. Can I change what appears in this message?

Can I add my own messages to Operator? I can’t find any way to change the messages that automatically pop up.

I want to send the same message to my customer repeatedly (like when they perform a certain action on my site). How can I do that?

I like Intercom’s reports but I want to set up a custom view and build my own reports. Can I do that?

I’ve tried selecting the option to reset my password but the email isn’t coming through. How do I resolve this?

I want to hide the Messenger on my site, how can I do this?

Can I add a video to one of my Product Tour steps?

I want to use a different template for my emails than the standard Intercom ones, how do I upload my own templates or create a new one?

What is a Smart Campaign and why should I set one up?

I don’t want to use the default intercom.help domain for my Help Center and want to use my own domain instead, how can I set this up?

I want to show certain articles from my Help Center in the Messenger, how can I set that up?

I have some auto messages live and I want them to automatically translate depending on the end user’s browser language, how do I set this up?

I want new conversations to be automatically sent to a specific person or team, how can I set that up?

How can I know when new conversations come in from my customers?

I keep seeing an option in Intercom to create a segment - what is a segment? How would I use one if I created it?