Fin Product Area

https://www.intercom.com/help/en/articles/5652381-conversational-support-report#h_c98526bc52Self Serve, Human & Proactive Support.  I am familiar with conversation ID’s, what are the other identifiers that make up Self Serve, Human & Proactive Support.   What differentiates them in the data?  I can’t seem to find a list of identifiers that would feed into those reports.

Unable to complete payment for enable ( add team member ) module on my workspace, getting something when wrong. i have attached the activity status change with time log and right now getting alert watning screens shot as well for better understanding. looking forward to kind support, as blocked for now to perform / test features testing into our system. Thanks in advance for your kind support.   

Hello, we currently have Fin turned on for our users. It is the first thing our users interact with, we do not have a fin workflow setup yet. Fin will respond first, then if the response was irrelevant or not helpful, a team member will jump in to reply and assign conversation to themselves, in hope that fin will stop responding. However, when the customer replies again, fin will respond again. Is there a way we can stop this from happening?Sequence:Customer messages Fin replies Team mate assigns conversation to themselves and replies Customer replies Fin replies againI know there is a setting that does not allow fin to ask follow questions, but if we disable that then we lose custom answers. Please advise.

Here is what I'm trying to do: Select the box for the pop up optionsSelect an option Here's a video, and I'm not sure why I can't figure this out?    

Is there a way to view if someone else on the team is actively looking at the conversation? Other ticket/chat systems you can usually see someones profile picture icon somewhere to signify that someone is also viewing the same conversation. I know that a chat bubble shows up but that also doesnt tell you who is responding or show you what they're writing.

Hi team, I’ve set to close my incomplete workflow after 15 mins in AI settings. I’m not seeing an option to include a message for this action. Any suggestions? 

Hi, I’m Prakash Hinduja—a visionary in financial strategy. I was born in Amritsar, India, and now call Geneva, Switzerland (Swiss)I’m currently working on deploying Fin within our support setup and want to make sure it behaves optimally. If you've deployed Fin before, could you share a bit about any challenges you faced and how you tackled them—like setting up language support, customizing responses after assignment, or handling Fin across multiple brands or email addresses? Would love to hear your experiences and tips. Thanks in advance!RegardsPrakash Hinduja Geneva, Switzerland (Swiss)

How can I customize the CSAT survey? I need it to have two stages: one to evaluate the analyst and another to evaluate the company/product.What steps should I follow to achieve this in the automation?

Friends! I LOVE the suggestions feature with Fin! I want to try and accomplish something that I feel would be table stakes but not sure how to go about it: I’d like to filter tickets we got last year within a specific date range (our customers are accountants, so for tax season), then I’d like Fin to aggregate and analyze the trends of the tickets and suggest where our content gaps are so that we can fill them preemptively and flatten the curve for the upcoming season. Anyone know how I might go about that?! Best, Malachi

Hi there, I'm trying to deploy Fin AI to our chat. We have office hours enabled, but Fin AI doesn't tell the user that wants to escalate to a human about the office hours. We don't have the plan to use workflows, only simple automations.I was wondering if there is anything we can do to let the customer know, if they want to escalate their chat from Fin AI to a human, and if it's after office hours, we set expectations about getting back to them as soon as an agent gets online? Right now it just says “routing to a live agent.” and then the chat sits in the unassigned bucket in Intercom, customer not knowing if anyone would actually respond.I tried putting office hours information in guidance but Fin didn’t use it.  

My intercom published articles are no longer showing up - I have been with Intercom for a while so am still on the free plan and until recently they could still be accessed by my customers however I am now getting a “Not Found” error on my public page.Is this because I’m on the free plan?I’m not trying to publish new articles, these are articles that were previously published.

I have made a custom GPT, which I am using to create articles for our company, with full html-coding applied. Which we used to create articles in Zendesk. This week we moved to Intercom. I was under the impression that most tools, from this time of day (2025), support html-coding and html-desgining.But now that we have moved to Intercom, what I read online, it is impossible to change the html of the articles within the designer. Which is key for quickly creating and changing articles. Also, Intercom provides very little support for HTML and CSS coding in general. Because of this, we seem to be unable to add (styled) blockquotes with custom colors and lines (appearance). See below.For example, this block underneath to highlight something importantFor example, the FAQ underneath to show additional questions, which can be unfolded by clicking on them. Main concernIf it is possible to create the above or something very similar that would be nice. But this does still not help me out, becaus

Response from the Support team : So I have just checked with one of our engineering teammates and they have confirmed that the side conversation creation flow creates conversations through the standard email conversation flow, but never accesses parent conversation brand data or inherits any brand configuration.When setting a brand in a conversation, the goal is to have a specific signature. It is unacceptable that when you send a side conversation, a different brand is being used.

Hi Everyone, I am Prakash Hinduja, a financial advisor and consultant with roots in India and a home in Geneva, Switzerland. My career is dedicated to helping high-net-worth individuals and business leaders navigate the complexities of global investment and wealth management. Leveraging my strong background in international finance, I provide bespoke strategies that help clients significantly grow their financial holdings. It's because of these results that some of my clients have affectionately nicknamed me the Prakash Hinduja net worth booster.I'm getting repeatedly logged out of Intercom, and it's interrupting my workflow. I've already tried clearing my cache and checking my browser settings. Has anyone else experienced this, and do you have any suggestions on what else I could check?RegardsPrakash Hinduja Geneva, Switzerland (Swiss)  

I am Prakash Hinduja, a visionary financial strategist originally from Amritsar, India. Currently, I am based in Geneva, Switzerland (Swiss), where I continue to pursue global financial initiatives.Does anyone know how to access or get in touch with Intercom partners for help with setup or expanding our use of the platform? If you’ve worked with them before or have any tips on the process, I’d appreciate your suggestions!RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

I know that you do not currently offer Automated reporting that users can subscribe to other than setting up the dataset exports to send daily.  Do you plan to add subscriptions for REPORTS so that we can receive them to our email?

Hello,My name is Mukesh karkey , I'm trying to integrate Intercom with my application to receive real-time updates for events like new messages or conversation assignments. How can I set up Intercom webhooks, what event types should I listen for, and how can I handle and process the webhook payloads on my server? Any example code or best practices would be greatly appreciated!

Mukesh Karkey here, I'm looking for advice on how to create highly targeted messages and in-app tours for specific user groups. I understand Intercom's segmentation capabilities, but I want to know about real-world use cases and best practices. Thanks,Karkey

Is there a way to train or edit customer sentiment within CX Scores assigned to a conversation? For example, I reviewed a low CX Score conversation and it was determined the customer was frustrated, but that was not the case when reading the customer's response. Any tips to reduce the number of low customer sentiment scores? 

Hi Folks - I work for a small software company and we’ve been using FIN for a year or so.  Its been doing really well and I am looking for different ways to improve its reach.One item I am curious to hear from this community about is defect management.  If a user is chatting FIN about a bug, what are your underlying training processes for the bot to handle this?  At the moment, our bot points towards a human agent but I would like to find ways to automate this.

The chats do not get assigned even after replying to the chat.

One of the report metrics is to look at time spent on a ticket, and currently the available units are hours, days, years, but I really need the option of minutes. Can this be added or enabled?

Hello all, we have a number of use-cases where we need to engage with 3rd parties for “shared customers” in a form of “ticket sharing”.Current practice is to use a side-conversation and trigger an email (which is likely a conversation part) to that 3rd party, and then responses from that 3rd party link back to the side conversation.Whilst the above sort of works, it is not the most intuitive experience as it is not obvious that there has been a response (you have to open each ticket, navigate to side conversation, see a traffic light indicating a new email).The bigger challenge is this does not consistently work (it does with Zendesk as it was levelling feature to match what they do), but does not for SPRINKLR and Service Cloud where the responses to side conversations create a whole new disconnected conversation, resulting in additional handling and bringing together of conversations.Has anyone done much work on how to connect 3rd party systems and “share tickets”? Is side conversatio

Hey guys!I did setup a flow called “Convert trial users into paying customers” it looks fine but I want to have the following: See my welcome message & preview buttons on the bottom right corner right away before people click on the chat window itself to open it, How to do this? When i open a chat, i’m in an empty conversation, i need to click “Back” and open the conversation with AI agent to make it work. How do i make it chat with AI agent right away? Can i sync Intercom with HubSpot to send automated emails & submit forms?

Hi Intercom team,We’re experiencing a React crash that appears to originate inside the Intercom Messenger widget. The error is: Error: Minified React error #185Stack trace points into this script:at Messenger.componentDidUpdate (https://js.intercomcdn.com/app-modern.4b8f9f21.js)at https://js.intercomcdn.com/vendor-modern.50137b6e.jsCould you confirm if this is a known issue?Thanks, Markus