Fin Product Area

Any thoughts, advice appreciated!Using Intercom for our Help Center and wondering what is the best format structure in terms of AI and LLM’s. We currently start each article with a “summary” and “why its helpful” in a callout box but am thinking this style, particularly the colourful callout box does not add a lot of value to humans or AI responses and it looks a little messy. Are H1, 2, 3 headers better than callout boxes?  When would you use callout boxes? Thanks ! 

We use Intercom as a support tool for general enquires and customer support, but there is also a ticket system in place. We played around with handover in the most popular location where Messenger is installed and noticed that having text composer enabled significantly increases the conversation volume, but also stretches our resources. On the other hand, customers tend to abandon conversations more likely if they have to press a few buttons in the Custom bot before being connected with us. Customers also tend to abandon the conversations fairly quickly (within 5-10 minutes) if there is no first reply from the agent, and as chat question is not always detailed enough and we prefer to handle chats "here and now", using suggestions from this article is not the best option for us. Other chat solutions offer a more informative live support queue system: In some examples, I noticed customers are not connected to the agent, but the chatbot notifies there are X conversations before

I’m running into a roadblock trying to automate the reopening of Intercom tickets based on Jira issue status changes, and I’m hoping for some guidance or creative solutions!Here’s my ideal flow: An Intercom ticket creates a Jira ticket in status “TODO.” The Intercom ticket is set to CLOSED and marked with the state “backlog.” When the Jira ticket’s status changes to DONE, the Jira for Tickets app adds a note back on the corresponding Intercom ticket. I want the Intercom ticket to automatically reopen at this stage. What I’ve tried: Automation Trigger: “When teammate adds a note” This SEEMS promising, but Jira’s integration writes the note as “FIN” (not classified as a teammate), so this rule doesn’t trigger as needed. Automation Trigger: “Jira issue status is updated” (external event) While this trigger detects the status change, it doesn’t allow me to execute my data connector (called “re-open ticket”) to reopen the ticket. It seems the automation does not permit calling

When receiving a message in Intercom and then a Slack notification, half the time we will see “[Customer] started a new conversation” then block quote the body of the textThen the other half of the time we just get“Received participant added notification”Support wasn’t really helpful and said it’s been backlogged, but I see there is a post from over a year ago asking about this. No interest in Zapier, as when the notifications are working, it is as desired.

When you sync documentation from Confluence to Intercom, it only grabs pages in the main folder but not pages from the subfolders. To keep documentation organised, it would be great if you can sync also documents stored in subfolders.

Hello All,I’m excited to become a member of this fantastic community! I’m Darshan Hiranandani. I’m also deeply interested in technology and gaming, and I’m keen to explore how these areas overlap.Technology’s potential to create positive impact is incredibly motivating to me. I’m committed to staying up-to-date with the latest trends and advancements and look forward to working with others to develop innovative solutions.I’m eager to engage in insightful discussions, exchange ideas, and contribute to the community’s growth. Let’s work together to shape a brighter future with our collective expertise and enthusiasm.Thank you for the warm reception! I’m looking forward to starting this exciting journey with all of you.Best Regards,Darshan Hiranandani

Hi! I’m builfing out a 100-article or so help center, and I’d love to add crosslinking as I stage the articles. The only issue is that I don’t know what the URLs will ultimately be -- either the stem URL or what ID number Intercom will add to the end of the URL.Maybe I just answered my own question, but is there a way to know what the URL will be before publishing -- and to pre-empt any potential changes on my end, can I use relative URLs? 

HiThe different notification sounds inbox is not hearable when using Intercom in a area when there is noise around chat agents. You need to add some real/longer alarm sounds, that also can be configured to repeat after x sec, if incoming chat not answered. 

We have two methods of intercom support ticket creation: emailing support@, and an in-app submission form using the intercom api.We want an identical confirmation email to be sent for both methods. Email is easy - workflow to assign incoming email to team and send the confirmation message. Our issue comes when we try to create a workflow to send the message for tickets created via API. Intercom support Fin recommended a "when a ticket is created" workflow + send message. We see the message in the API-created ticket within Intercom, but users are not receiving it via email (they only get the status update email). We have both conversation updates and status updates on in email settings, but we'd rather not have ticket status updates and instead control our own, branded response.Can you impart any guidance, here? Thanks in advance!

Não consigo fazer comunicações há 3 semanas na Intercom! Desde que mudaram a cobrança dos acessos de equipe está com algum “bug” pois mesmo com acesso ilimitado, dando ok para a nova cobrança e limitando outros membros da equipe, estou com acesso total as funcionalidades, mas não consigo fazer nenhum tipo de comunicação!!Nossas ações e resultados estão sendo impactados por não estar conseguindo utilizar a ferramenta contradada justamente para essa finalidade.  Abri um chamado (16119309) e falaram que mais clientes estavam com esse problema, porém não deram um prazo ou se quer uma estimativa de um prazo para que a ferramenta volte a funcionar. Mais alguém está com esse problema? Alguém da equipe pode solucionar?  

Has anyone cracked the limitation of customers being unsnoozed in a workflow? I know that if the conversation is snoozed via the workflow, the reassignment to an agent is not possible. Has anyone come up with a workaround?

Our platform includes a large hotel inventory that expands on a daily basis.Is there a way for Fin to receive a request for a certain hotel (e.g. Atlanta Marriott Suites Midtown) to be added to our platform’s inventory, find that hotel’s information through a third-party search, and create that hotel profile inside our platform?TIA!

Hey everyone,I’m Prakash Hinduja from Geneva, Switzerland (Swiss), looking to set up multi-language support in Intercom for my website and customer service channels. I want to ensure that my international customers have a seamless experience, but I’m not entirely sure how to manage automated replies and live conversations in different languages. RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

I wanna use the intercom widget only for knowledge base, with our articles, but I would like to turn off the option to talk or send a message to my inbox on my widget. According with setup customize doc there is a note that says:  Note: “Messages” is a permanent space in the Messenger and can’t be turned off. So, is there any other way that I can only show my articles without chat option? 

We're experiencing an issue where some users are unable to access the chat on mobile.We're using the Flutter SDK in our app. We've already verified that the affected users are correctly registered in our database, and the ID information is being passed properly. Interestingly, the chat is working fine for other users.How can we resolve this issue?  

Hello, I’m trying to install the in app chat to my SaaS product. We send both email and user id, but the user id is the only thing intercom is taking. Here’s the initiation code:window.Intercom?.('boot', { api_base: 'https://api-iam.intercom.io', app_id: 'lv2etfg0', name: email, email, user_id: userId user_hash: intercomIdentityVerification?.userIdHash }); Ideally I would like to get also the email address, since just the user id doesn’t help me recognize who is the user. Please assist! 

We are looking to utilize FIN in creating hotel profiles on our platform. This would require FIN to pull certain information from external sources and use that information to create content on our platform. Are these features that FIN offers? TIA!

We have Intercom installed in our web-based app but lately 20% of our users are experiencing issues with being unable to close the chat - there is no 'x' or down arrow appearing in their window. Even if it shows the down arrow, clicking it will not close the chat. The only way to get it working again is by refreshing the page.Has anyone else encountered this problem and found a permanent fix?

Hey everyone,I have using Intercom to improve user onboarding for our product & I want  advice from those who have experience with it. I want to create a smooth; engaging onboarding process that helps new users quickly understand how to use our features and get the most out of the product.What strategies or features within Intercom have you found most effective for onboarding users? I have been exploring things like automated messages and in app guidance but I want to hear about any other tools or tips that have worked for you. I have also been using uipath for some automation in our workflow, so any ideas on integrating that with Intercom would be awesome.Also, how do you balance automation with personalization in your onboarding flow? I want to make sure users feel welcomed without overwhelming them with too much info upfront. Thank you... 😊

If I were to create a test workspace and work on a resolution and custom bots, can I migrate this over to a production workspace? If so, what are the limitations of migrating between workspaces?

How can I automate re-assigning chats that wake from snooze if the agent is set to Away & Reassigning? It seems like this should be built into the functionality of re-assigning tickets when an agent is Away & Reassigning...

When a user clicks “upgrade now” in our app we fire off an event called “upgrade requestes”. I want this upgrade request to somehow land in the shared inbox used by our sales team. This ensures nothing is missed. I’d also be OK if a ticket was created. I also would prefer that this is silent, ie the customer would not need to do anything after they clicked upgrade requested.I tried to do this with a series and also with a workflow. Issue with seriesThere is no option to create a ticket. A message can be created but unless the customer replies to the message it cannot be tracked. We don’t want the message to be sent to the customer, we just want a silent alert to sales, a message with a note alone would even work.Issue with workflowThe only option for the second step (before creating ticket, etc.) is to put up a dialog box with path choices. This again does not solve my issue of silently alerting/tracking in Intercom. Is there some way I can use this event to make something trackable in

Sometimes, Fin has difficulties reading all of the information from a PDF file for it’s knowledge base. This could be because of formatting, background images, or a host of other reasons. Instead of trying to figure out the issue with the file, simply do this:Click anywhere on the PDF > right click > Select All > right click > CopyGo to your favorite AI bot, like ChatGPT, and say “Please format this so it’s readable” (Always be polite to our AI friends!) and then paste in the text blobThe bot will give you a perfectly formatted text response backSimply copy that response > paste that into a blank document > Save as PDF and upload that to FinNow Fin should have no problems reading the document 🙂

Hello.I need to know if in intercom it is possible to configure service via chat in a time range, for example from 9:00 am to 6:00 pm from Monday to Friday and on other days and times the service will be via ticket. Is it possible to use this configuration?Another point, is it possible to add a contact and activate it via WhatsApp?Thank you very much in advance.

Hi, since I manage certain series, I would like to create a View in Outbound where I can only see the series relevant to me. That way, I don’t have to search through all series, but can directly access the active ones for my department with a single click.