Fin Product Area

I have a light background colour as my header, however the text is white and illegible. How do I change the colour of this text?

Hi, I cannot connect to my admin account in Vietnam. My company is based in France. I have made a research and understand that I need to change the Javascript code into api_base: 'https://[your app ID].intercom-messenger.com' Could you please confirm to me if this is still working as a workaround? If yes, can you show me how to change the Javascript code with screenshots, it would be much easier from my side? Because after doing this, I still cannot load Intercom.If this solution is not working anymore, would it be possible to have another solution on this please? Thank you for your help!Kind regards,Phuong

I have a few questions regarding push notifications and ticketing: Does Intercom send push notifications for the following events: Ticket creation? Ticket response? Ticket status updates? Is it possible to send a push notification when a ticket has been processed? If so, what is the recommended approach to implement this?

Are there plans to add more to Article reporting?Specifically, I’d love to see the filter options from other reports on Intercom so I can easy have a breakdown of the views an article gets in different languages or be able to filter to see how many users from a specific customer are viewing an article. 

We’re loving Fin, but running into customer questions where Fin is answering using incorrect product articles. Is there a way for Fin to recognize a product tag on a conversation (or possibly a field from Salesforce?) and default to using knowledge from a particular product help center? I looked into using audiences as well, but there are a number of product combinations that customers can use and I don’t want to limit Fin to only using Product A knowledge when a customer may have Product A and Product B. The Content and Sources guidance section in beta only allows tagging individual articles, not a whole help center section. If I go that route, I have to tag 100+ articles per product...not ideal. Any suggestions would be helpful! 

I am experiencing an issue with the tracker ticket system in Intercom. I have a set number of tracker tickets that I use to organize my inbox, but occasionally, the system creates duplicate tickets for the same issue. This results in multiple (sometimes three) tracker tickets for a single conversation, which makes inbox management less efficient and can cause confusion. Do you know why this is happening?  Or how I can stop it?

Is there any roadmap for being able to add multiple email addresses to a contact?We integrate with Hubspot and we can merge profiles together in the console along with being able to have multiple email addresses for the same contact. The issue we are facing is that we have someone reach out to us who isn't authenticated and they enter their email address, it's different to the one they authenticate with and it creates a lead profile. Or the send us an email or they reply to an email in a thread from a different email address. It creates them as a lead.We can have some users with 4 different email addresses, but they're the same person representing different brands. We treat them as 1 user in our platform also.Intercom counts them as 4 people towards your contacts and also holds it for 90 days since the last contact which means we end up using more contacts than we really are. It would be handy if you can identify them in the console and hit a merge function, the same way Hu

Hi everyone!I’ve uploaded a glossary with 3 languages (default Traditional Chinese, plus English and Simplified Chinese).However, when I run workflow auto-translate, it only applies correctly to one term (in one workflow button).Here’s what I’ve tried so far: Re-uploaded the glossary Turned off all workflow auto-translate and turned it back on But the workflows still don’t translate according to the glossary.Has anyone experienced the same issue? Or any advice on how to get the workflow auto-translate to fully follow the glossary? 

Hi,We’re currently reviewing our platforms to ensure they meet the requirements of the European Accessibility Act (Directive (EU) 2019/882).For support services such as Intercom, the EAA requires that: Help desks, call centres, technical support, relay services, and training services provide information on the accessibility of the service. Services must be compatible with assistive technologies (e.g., screen readers, braille displays, voice input). Support and communication must be offered in accessible modes (not only voice but also text, relay, or other inclusive formats). Documentation and guidance should be provided in a clear, understandable, and perceivable format. This is meant to ensure that customers with disabilities can get support in a way they can actually use. For example: A deaf customer might need a text-based chat or relay service. A blind customer might need documentation in a format that works with screen readers. Training on how to use the service with ass

I'm curious to learn how some companies using Intercom keep track of conversation topics or common query themes without having to manually tag each conversation.We occasionally need to pull reports for customers to highlight common questions or trends, and I'm looking for ways to make this process more efficient.Would love to hear any best practices or tools you recommend!

Hi everyone. In my workflow, I am using a custom action, which tests in the test step of the action builder without errors: In the following result step of the action builder, I am (trying to) map the results as follows: In my workflow, I am calling the action like so, however, although the request goes through without errors the answer fields {{business_name}} and {{address_city}} are not shown in the answer: Clearly, I am doing something wrong mapping/linking/using the result, but I can’t figure out what. Could somebody kindly assist? Sunny greetings from Belgium! :) 

I added a “New Converstation” widget in Home but it is not visible to the visitorsOnly “search for help” widget is visible.“New Converstation” widget should be added under “search for help” widget.How can i fix this issue? 

I’m working on setting performance targets for FIN—does anyone have experience or data they could share around Resolution Rate or CX benchmarks?!--endfragment>!--startfragment>

We would like to request a new data point in the reports section for tickets: "Last Comment”. 

Hi all,How is your team’s CX Score performing?Our Fin has scored 86% over the last 30 days while resolving 69% of conversations (90.9% and 74.3% respectively when limited to the Chat channel only).

Hi,I created data connector to connect Intercom to Zendesk and tested it. It creates a Zendesk ticket at that testing phase. Then I created a workflow where I trigger the Zendesk data connector if the customer requests talking to a human and offer to add Name and Email. There are two paths: first path (A, when selected, tells the requester that a ticket was created and second path (B) in case the ticket creation has failed.In the preview, it shows that path A was selected and a ticket was created (without receiving concretely a ticket on Zendesk but this is fine since it is preview). When I make live test, it shows always path B i.e. connection to Zendesk has failed. There are no logs shown in the Intercom account. It is impossible to debug I contacted you since last Friday to get human assistance and I followed all the instructions then silent radio for 24 hours.  We are paying a lot of money for a service not working as announced and with no assistance. On our way to cancel subscript

We use Intercom in Russia and due to blocking by Roscomnadzor we can’t collect surveys (customers see no emoji and either click the bad rating on accident or don’t leave any). My question is if we can somehow make a workflow which collects surveys and feedback? We can’t just use the “collect feedback” feature since the emojis don’t work

Is it possible to display an NPS survey in multiple languages within a single survey, based on the user's language? We would like to have a consolidated overall NPS, but to achieve this, the text needs to be shown in English, Portuguese, and Spanish, depending on the user. If we create separate messages, we will need to extract and calculate the NPS outside of Intercom.

I tried the Intercom/Slack app, but it does not appear to be a way to send assigned conversation notifications. Does anyone know how to make this work?

Hey All We’ve recently migrated all channels to Intercom. We have seen a 50% rise in abandoned calls, as it appears calls are routing through to an ‘unassigned’ teammate rather than agents ready and available to take calls. I wondered if any one else has experience this problem and what a possible fix could be?

I am the admin of a help center - facebook group. How can I feed this into FIN as this would be an incredible source of information for my software?

Hi,We currently have an outdated single onboarding checklist in our product, and we’ve created new segmented versions to replace it. However, we don’t want to lose the data from the existing checklist.I checked with Fin and reviewed the checklist FAQs, and it looks like I’d need to delete the old checklist to prevent users who’ve already seen it from accessing it again. Is there really no way to simply “unpublish” or disable it instead?Thanks in advance!

Hi folks We use Articles as our help centre, and for the most part, it does the job. It also has the benefit of being useable in Messenger etc. We do however keep running into shortcomings and hoping that either there is a roadmap we can refer, or someone may know the likelihood of the following feature requests: Customise look at feel of help centre with CSSLog in directly to the help centre to "authenticate" users, without having to load Intercom in your app first.More options in the editor, such as better tables, markdown support, images from links, and generally more formatting options.Security for an entire collection, not just article by article.Syntax highlighting in code blocks.Customisation of the "You can try sending us a message or logging in at <x>" message. I have more in mind, but this is a good start. We are trying to work out if Intercom is going invest in Articles and bring it up to scratch with the other products, or whether we need to look e

hi all,  The content we want to import from is https://wellthy.com/faq The settings I use to import the content are: The result that intercom imports are like this:   So it looks like it’s not getting the information from the clickable links. So when I test and ask Fin a question, sometimes it would say something like this:   Wondering how I can actually have those clickable links expand so sync can grab the information and not go “based on the FAQ structure...” but just answer the question.  Or does anyone have a better thought?

Hi i need to do a workflow need help with that. Workflow that will pop up immediately when user enter the home page. I succeed doing that. But its not popping up when user enter the home page just when he click on the chat.