Fin Product Area

I want to suggest a 2 features to articles: 1. A checkbox that allow us to  exclude a single page for indexing. Ex: pages with contact information. Those pages should be in help center and also be available for FIN, but not for bots. With a single disallow to be added in the robots.txt is enough.2. If you type an email or a URL, and you don't link it, when you save it's linked automatically and if you want these information to be excluded for crawlers you can't.   

Hi all! Support team leaders, I’d love to know -What metric from reporting in Intercom do you use to inform a goal for your team monthly?Number of tickets closed? Number of tickets assigned? Number of replies sent? Or something else? I’m trying to zone in on how many tickets my support team members are handling individually each week.  Thanks!

Is it possible to configure the Switch from Messenger to WhatsApp functionality so that, depending on the brand the customer is interacting with, they are offered a different WhatsApp number? Or is this something that might be available in the future? 

Hi Intercom Community,I’m trying to fine-tune how FIN handles unresolved issues. Specifically:Is there a way to set a limit on how many times FIN tries to resolve a customer’s question before escalating? Can FIN automatically hand off to a human agent after those attempts?I want to make sure customers aren’t stuck in a loop if FIN can’t help. Ideally, it would try a few times, then gracefully pass the conversation to a person.Has anyone set this up successfully? Would love to hear how you approached it—or if there’s a built-in way to do this.Thanks in advance!—Vanessa

Hi!I have a series with two paths that take users to different checklists depending on their experience level. I wanted to review each checklist’s performance to see if our recent changes improved completion rates.If I check the Series Performance Summary Report (checklists section), I get:Total sent (The total number of checklists that have been sent and displayed to users within this Series.): 61,734 Completion rate (The percentage of checklists sent within this Series where the recipient completed the whole checklist.): 23.5% from previous 55 days (14,528 unique completions)If I check the checklist individually, I get these numbers: Checklist 1: Total sent: 16,021 Completion rate: 4.93% Checklist 2: Total sent: 4,437 Completion rate: 2.84% The amount of checklists sent are very different (from 61k to 20k if I add the individual numbers), and the individual percentages of completion are low and become way higher if considering both.Which data should I rely on to measure the impact

Hi, I am stuck on a workflow automation which attempts to apply a tag to a person, rather than the specific conversation.  Context:  We have some leads and customers who are requesting info for a specific student discount we offer. When these requests arrive, we set the ticket type to discount request. After this type has been set,  I want to automatically apply a tag to the person, not the conversation. I am easily able to tag the conversation, but tagging the person doesn’t work.    The goal is to tag the person, and then we can email this group as a cohort in future for new offers.  This is the automation, and it doesn’t work atm:  Any ideas what the blocker is?  Or how I should be doing this instead of above? Thanks very much for any help! Matt 

I would like my outgoing emails inside the active correspondence to be sent not from the personal intercom addresses for each agent or personal email address, but from one general email address. For example, inside the conversation, there are 3 agents participating. A, B and C. I would like all the messages to be sent not from 3 different addresses but from one company address. Like support@mail.com . On my workspace end I should still be able to distinguish the messages that were sent by agents A, B, C. Is it possible?

Hey everyone 👋We’re currently using Fin as the first line of support, handling all incoming customer conversations.It works great — once a human agent joins the conversation, Fin automatically stops responding, which makes perfect sense in most cases.However, there are many situations where the agent realizes that Fin could actually continue handling the customer effectively after their short intervention.It would be super helpful if agents could reactivate Fin in a conversation — ideally with a simple button or command — so Fin can pick up right where it left off.Is there a way to do this today? If not, we’d love to see this added as a future feature 🙏Thanks!Tamir

Hi all, we’re pretty new to Fin AI & chatbot setup in general, so we might be missing something, however, I’m seeing massive differences in how Fin responds to questions in the Preview environment versus the actual live environment on our website.As an example – one of our users asked a fairly basic question about our service, and Fin AI responded with “Sorry, I couldn’t find information related to your question.” However, when I pasted the same question into the Fin AI preview (logged in as an organizational user within the Intercom admin dashboard), it returned a comprehensive response and fully answered the user’s question.Currently, we have Fin AI enabled for all Users, Leads, and Visitors via Intercom Messenger only, and have it trained on all of our published support articles, as prompted via the Simple Deploy process.I’ve scoured all available Fin AI settings within Intercom to no avail, and I’m not able to find another community thread about this topic. Can anyone offer me

HelloThere is bug in the integration,Sometimes tickets fail creating with Unauthorized error from jira It seems the intercom is using a wrong/expired header token while sending request to jira I attached here the screenshots  

I’m having an issue with the workflow in our ticket queue when closing a ticket. Normally when a ticket is closed the next ticket in the queue is automatically selected. For the last couple of days this has not been happening. For the most part it is reverting to the most recent ticket received in the queue, but sometimes it jumps to a random ticket somewehere else in the queue. I seem to be the only member of our team experiencing this so I think I have inadvertantly changed a setting somewhere but cannot find anything about this in the Settings or the Help section.

Hello guys, please i need help I would like to integrate some workflows where if an agent identifies a new customer and inputs their contact details as a lead, an automated email is sent to the customer and then 3days later, a follow-up mail is sent as well. I have checked the internal workflow, but i cant find something of such.I also want to create workflows on escalated tickets from intercom and its sent to slack channel directly for bug reports, Automating first response time and resolution time. 

Hey friends! 👋I’m trying to set up an automated workflow that follows up when Fin receives a negative CSAT, but I don’t want it to trigger for any conversations handled by my human teammates. Just Fin.Ideally, I’d like to automatically send a follow-up message to the user after they leave a low rating for Fin using native Intercom tools if possible. But I’m also open to creative solutions using external integrations (like Zapier, Make, etc.) if that’s what it takes.The “When a conversation receives a CX Score rating” trigger does not work for this at all, and according to Intercom’s support articles, the “If teammate changes the conversation state” trigger does not apply to Fin closing the conversation. Has anyone set this up successfully, or found a clever workaround? Any advice, best practices, or snippets you can share would be so appreciated! 💖

Hi Intercom CommunityI’m running into a couple of frustrating issues with our WhatsApp channel, and I’m hoping someone here might have experienced the same and found a fix. Fin interrupting teammate conversations: When a conversation is handed over to a teammate, everything starts fine - the teammate replies, but as soon as the customer responds again, Fin jumps back in and interrupts. This keeps happening every time the customer sends another message, resulting in the teammate constantly competing with Fin to manage the conversation. It makes handling more complex queries quite chaotic. Conversations closing prematurely: When a conversation is passed to a human, if the customer replies with something simple like “thank you”, Fin interprets it as a positive resolution and automatically closes the conversation — which means the teammate misses it entirely. For context, our “Let Fin Answer” settings are identical to those on our Chat and Email channels, where these issues don’t occur.I

Hi! I notice that when the state of a Tracker ticket is updated via custom workflow, any linked Customer tickets’ states are not also updated. In the Intercom UI, when a Tracker ticket state is changed, one receives the option to update the state of Customer tickets as well:Is there any way via custom workflows to have the same behavior? 

Whenever I select text from a ticket comment, no matter how I copy (ctrl+c or right click), the entire message gets copied instead of the selected text.Anyone else experience this and have a solution?

I would like to be able to see only “new” messages from clients like a filter “read” and “unread”. Is it possible ? Thank you!

My team and I are working on creating a workflow where users/leads can send us emails that convert to tickets and then once we mark those tickets as Resolved, any replies back from the customer on that email thread create a new ticket. Any thoughts on how to accomplish this?

I’m curious if anyone else who used the intercom as a phone system has experienced this issue, but in my case, when I call the phone number for my Intercom account, the sound on the phone before the call is picked up by the IVR or Workflow is very strange. It’s not a normal ring. I don't see anyone else reporting this issue, so I’m not sure if maybe it would be different after I port my toll-free number or not. Is anyone familiar with what I am referring to? Is there a fix for this? 

СontextWe run customer support in Slack via a dedicated shared channel per account, where both our team and the customer’s team participate. Requests can be posted by multiple people on the customer side (not just a single contact). Intercom creates a new Inbox conversation when someone posts in that Slack channel, and replies from Intercom are sent back to the same Slack thread.ProblemThe Intercom conversation does not display the Slack channel name, only the sender name. Because multiple customer stakeholders can post, we rely on the channel’s naming convention (e.g., #cust_acme_l2) to retain context (account, tier, escalation level). Without the channel name, triage, prioritization, and routing slow down.Solution requestDisplay the Slack channel name in the Intercom Inbox conversation (e.g., in the header or metadata), ideally with a link to open the original Slack thread.

There seems to be a bug specifically with Chrome in workflows. I cannot select a path (line arrow) and press delete. It won’t delete. This does work correctly in Firefox.

We are building a substantial knowledge base collection of articles in intercom.  However, many terms are repeated in the article, and when one searches for such a term, only 10 articles are displayed.  How do we get a list of all the articles, even if we need to scroll through several pages?

The Inbox list can be sorted (in ascending or descending order) by some colums but not others (e.g. Company, Ticket Type, Team). I was wondering whether there’s a reasoning behind such discrepancy. Additionally, I’m unable to change the position of the User column, which always sits at the left-most position on the list, despite being of little interest to us, while I can freely reorder any other column.

I need a way to categorize articles across the sections/categories that they’re in in the help centre. Article tags are only visible and usable in the Intercom back end, not by users accessing articles. To help explain what I mean, imagine that you have a help centre that has articles on cooking and food preparation. You might have help center collections like “Preparing ingredients”,  “Cooking with oil” or “Plate Presentation” and within those, you have some articles that are relevant for only meat-based food, for Kosher or Halal food, for vegetarian food, etc., and some that that are applicable to more than one category/all categories. How might you allow your users to search across the help centre for all articles related to vegetarian food, regardless of where in the help center the article is? I don’t think that there’s a built-in feature that will allow this in Intercom, but if anyone has achieved something similar with a work around, I’d love to hear it!

I want to use the REST API to update a contact's language_override, but it seems that it’s not working. Can I update a contact’s language_override using the API: PUT https://api.intercom.io/contacts/:contactId?