Fin Product Area

If not, is it planned to enable that? Are there ways how I could build that kind of template on my own? (Developer background is present). Thank you very much in advance :)

Friends! What capability does Fin have in terms of creating a response hierarchy based on seasonality? For example: we service Accountants - during tax season we want Fin to default to a specific answer based on snippets we’ve created for that inquiries during tax season, and in the “off-season” we want the response to be more general.  Has anybody solved for this or done some work around to provide Fin this training? 

When we send a conversation response to someone other than the original user listed on the conversation, it will change the linked user to the conversation. Example, we are in a conversation with a user and need to confirm something with the client relative to this conversation but we do not want the original user included in our query to the client. It will auto-link the users instead of allowing us to easily change who we are sending to. Additionally, we won’t want the user to see the conversation details to the client but it appears to show all. We don’t want to use linked tickets because we need to have the client see the conversation thread in order to provide the necessary guidance relative to our query.

HelloWhen I audit my help center site with custom domain, I am getting too much 403 errors.I guessed it was robots.txt issues.But I couldn’t edit robots.txt in my help site in intercom.How can I edit robots.txt? or how can I fix these 403 issues?Please help me.Thanks.

We have an issue that affects users ability to read their own messages in Intercom (SDK 18.8.1) on iOS. I was told by Intercom support that this is expected behaviour due to a product limitation and that I had to submit my request/idea here instead of contacting support.So here it is. Our customers are contacting us about low contrast text (dark gray on black background) in the latest SDK version on iOS, making it almost impossible to read their own messages.Idea: look into a fix for this so that we don’t have to tell our users to turn off darkmode on their devices.Thanks!Example: (text in the black bubble says “test test” but almost impossible to read) 

This has been asked before but I truly hope it’s been addressed by the Intercom team as this is a reason to switch providers if not! Can you schedule replies in the Helpdesk to send at a later time?

Hey there, i’m curious - intercom does detect quoted parts of mails correctly. It always shows the vertical line(s) on the left to mark the quoted parts of a mail.  However, for some mails, its not possible to collapse the quoted parts. They are shown always. That means I will have to scroll about 2-5 viewports up to see what customer has written. If its a discussion with many mails, the total height gets sometimes 20 or more heights of my browser window. I’m sure thats a bug and intercom should be easily able to hide/collapse those parts like it does sometimes and indicated by the three dots at the bottom. Please fix! Its a mess reading longer threads.BRChristian

I would like to be able to insert an interactive flowchart into a help centre article. User would click on a series of graphics or text snippets to follow a path ending with the correct help centre article. E.g. Which product do you have?A, B, C, DWhat do you want to do?A or B» correct article displayed

Hi all! I have a workflow built out where clients can select one of two options or type a message to fin. We have have multiple clients get stuck when selecting an option and getting a “Not Sent” error (see image). They are then blocked from sending a message. If the assistant option was selected, the next phase of the workflow does not allow a message to fin, but the new options from that phase are not available to the user. This may be anecdotal, but we have only seen it with clients in Germany so far. Any ideas what is causing this and how to prevent it? 

We have a workflow that will ask the conversation participant for a CSAT rating after a team member closes it or resolves a ticket. You can see in the workflow below, we will pass to a reusable workflow if either:a conversation rating request is false or if a CSAT rating was not requested for any agent. However, this creates a problem because Intercom does not send a CSAT rating request when there are multiple participants. Thus, users receive the message asking for a rating, but not the actual CSAT rating request. This is also confusing, because we’re sending a message that is asking for feedback, but not actually sending the CSAT rating request. We recently had an issue where a user in a conversation with multiple participants kept replying to the message which kept opening up the conversation and delivering the automated message. Our team would manually close the conversation, but the user kept replying to the automated message which opening the conversation back up again. This happ

I was testing Fin’s email response for a tracking-related question. It’s connected to our company API to pull live tracking data, and while the information it returned was accurate, the email took nearly an hour to arrive.Is this kind of delay normal? Is there a way to configure Fin to send the email response immediately after retrieving the requested information? 

I would love an integration between Intercom Knowledge and Bynder Webdam. This would mean Fin could search PDFs published in Webdam and use these to provide meaningful answers. An integration would save me having to manually upload PDF documents into Intercom each time I publish something (a lot of duplicated effort). I see that there is already an option to synch info to Knowledge from Box so it seems it would be possible. 

After I complete the information to sign-up for a new account I am redirected to a “403 Forbidden: Workspace Suspended” page. 

Does anyone use a third-party tool to monitor link health in your help articles and flag broken/404 errors?I tried Docs Fresh but haven’t been able to get in touch with them about pricing. Curious if there are other tools you’ve had success with.Thank you!

Hey friends! Has anyone created a report to track your self service ratio? If so, would you share how?Also, is anyone exporting info via API to calculate things like views per article? Best, Malachi

Hi everyone,We’re currently facing an issue where the Intercom Messenger is not loading as expected in our application. This seems to affect desktop , and we haven’t been able to identify a consistent cause yet. We’ve already checked for any custom CSS or JS conflicts, but the problem persists. Tried installing using multiple methods .We came across a few older threads with similar concerns, but no concrete solutions were shared. If anyone has faced this recently or has any insights on possible fixes or workarounds, we’d truly appreciate your input.Thanks in advance for your help and support!Best,Hitesh

We use unique, one-time use invite links for our service. Can we pass these links to a triggered email in Intercom via API?

We create a outbound message-tour, and it doesn’t work as expected. The state is live, no error at all, everything seems goodBut when we test it, it’s not there. 

Is there a way to automatically send a Slack notification whenever a new lead is captured in Intercom?  (read more) I'd like my team to receive instant alerts in a specific Slack channel whenever someone submits a form or starts a new conversation. Are there any built-in integrations or recommended workflows to set this up?

Hi there, My team were wondering if it was possible to change customer ratings if this was deemed invalid from a supervisor POV?

The same way I can switch from Email/Message to Note, I would like the ability to go from a messenger message to sending the customer an email that doesn't go through the messenger and also isn't a separate conversation. This would allow us to send sensitive information via email rather than the messenger as a follow up to a conversation that was started in the messenger. 

Is there an easy way to duplicate/move a workflow between workspaces (test <->prod)?

My customer has changed their email address but I can’t seem to update it in my Intercom platform. How do I do this?

Hello! We frequently use conversations assigned as a daily/monthly metric for reporting purposes. When we remove a teammate and reassign conversations to another Teammate (usually myself), all those conversations appear in the daily reporting. To resolve this, I have to filter myself out of the reporting. This has a significant impact on a lot of our reports that are filtered by teammate and conversations assigned. Is there a way to remove a teammate from Intercom without having conversations reassigned appearing in the reporting? 

We have separate articles for our website and our mobile app. Each mobile app article includes "mobile app" in the title. We want Fin to select the appropriate article based on the channel from which the customer is reaching out—whether it's iOS/ Android, or Web Messenger.We have attempted to use guidance, but it hasn't been effective. Additionally, we tried implementing audiences based on the "current channel" filter, but when testing on our website, Fin only utilizes the web articles if they are open to everyone and not restricted by an audience.Is anyone else using Fin with different articles based on the channel? If so, how did you overcome this challenge? I would appreciate any suggestions.