Fin Product Area

Currently our customer support operations is very manual and we are growing. We’d like to implement AI automation that would both A) help answer customer questions but also B) help take common actions (refunds, issue credit, cancel subscriptions etc) -- initially after human review. We use Stripe and have our own API for our backoffice tools.My questions are: 1) can intercom handle off of this? And 2) If I want to find a consultant or expert to help us implement this, any recommendations?

Hi, our company Medflow IO uses Intercom for customer support and we purchased our phone number directly through your platform. We would like to register our company name (‘MedFlow IO’) as the caller ID so that patients see it when we call them. Could you please help initiate CNAM registration with Twilio?”

Hi, I managed to utilise the API for extracting metadata of all the customer facing articles in the help centre. Is there a way (API or workaround) to export internal facing articles from our knowledge base as well? Thanks in advance.

Hey everyone!I’m curious to hear from other Fin users – what key metric are you focusing on to demonstrate Fin’s success to your organization? Personally, I’ve found that resolution rate isn’t always the best indicator since so many variables can impact it. For example, a customer might receive a perfect answer but still choose to speak to an agent, or Fin could close a conversation automatically due to spam, both of which can skew the resolution rate.I’m leaning toward deflection rate as a more telling metric – measuring the percentage of support handled by Fin versus what’s escalated to humans. But I realize this might be oversimplifying things. Would love to hear what others are tracking and why! 

Hi Intercom Community and Team,We are experiencing a critical issue on our Android app where users are not receiving push notifications for new messages when the Intercom app is running in the background after they have actively been using the chat screen.Using latest gradle:implementation 'io.intercom.android:intercom-sdk:15.15.2'

Same as for a workflow, I would like to be able trigger my News tab in the chat messenger to specific users only. In that way, I would like to set up rules. For instance, I would like a News XYZ to be visible only for Users A, but not for users B & C. 

It would be massively beneficial to enable the ability to create a workflow that can update a customer ticket when a linked tracker ticket is updated. I spoke to Karsten about this in chat and was informed he would submit a feature request for this. 

"How has the integration of AI features in Messenger improved user communication and experience?"

Hi there,Here’s the situation, we’ve rebuild an old application and are almost ready to a launch. We used Intercom on the old application to trigger emails and in-app messages to users, as well has handle support. What is the best way to migrate our Intercom install to the new app? Should we start a new app entirely and export our old data? Or can we just install the Intercom code in the new app, connect it to segment, and build off what we already had?Cheers

I added a bunch of data from my database, but fin can’t answer a single question related to that.

We have had office hours set up for many years and always worked, which showed us away out of hours. Now its suddenly stopped working and it shows we are available 24/7. Can any advise what might have been changed and how I can fix this

We operate in 2 countries and 4 languages. Each “app” needs to be split into 5 different versions.We quickly reached the limit of 22 apps to be added to the Messenger Home in the settings > channels > messenger Any way to go above 22?

Curious to know if anyone is using something other than the native image/file uploader for customers inside of messenger ? Thanks for your insight! 

Hello!The Product Tour is working as expected, but there's a noticeable delay—about 6 seconds—before it appears. Is there any way to make it load or display sooner? Thank you!

How can I manage the article suggestions that comes in the messenger when a user asks a question? Lately we have been having issues with the article suggestions and want to improve/change it 

Hey everyone 👋I’m trying to send an email from Intercom that includes a button linking to our mobile app (e.g., www.domain.com/path)The problem is: when I add a button with our domain Intercom rewrites it so the app doesn’t open.I’ve looked into deferred deep linking and also considered Link Branding (Intercom), but I don’t think it solves the issue either — it still introduces a redirect, so the app likely won’t open?Has anyone managed to send an email that actually opens the mobile app directly when clicked? Any tips or workarounds?Thanks in advance 🙏

Hello everyone 👋I'm curious to learn what redaction tools you're using for masking PII (Personally Identifiable Information). At the moment, we're using Strac to redact all PII in real-time, but I'm interested to hear if anyone else uses different redaction tools integrated with Intercom.Would love to hear your experiences and any recommendations you might have!Thanks in advance! 😊

Hi All, I’m looking to go down the path of using Product Tours for the first time. Would love to see some examples of how others are using Product Tours and share any ideas/tips.Thanks,Jasmin

Our Intercom account, which we use for managing tickets and other tasks, has expired. This has made it difficult for us to create a video using the same account. Since this account is also linked to our developer account with the same email, we would like to explore possible solutions.Could you please let us know if there is an alternative option available or if we can downgrade our plan while still being able to create the video using the same account? Your guidance on this would be greatly appreciated. We would like to proceed with transferring the app ownership to the developer workspace. We’ve been waiting for your response over the past two weeks, and this transfer is important for us to move forward with our integration, which is currently pending.We’d really appreciate it if you could prioritize this request and initiate the transfer as soon as possible

We are a startup business using Intercom for Customer Support. We received approximately 4K-5K conversations monthly. One of our main challenges is how to easily track and understand the reason why users are reaching out to our Support team. I’ve read about conversation tagging, conversation topics, and conversation attributes, but it doesn’t seem to be a perfect solution, or maybe I just can’t completely comprehend how to adapt them to our business. Do I need to use all of them together? Do we need integration with another tool or software? The end goal is to be able to convey to our product team our user's sentiments. Can someone please lend a helping hand?

Is it possible to force the agents in our system to tag conversations before they close them? For example if an agent were to attempt to close the conversation without tagging it, it would send a message saying 'Please tag this message first!' and it would prevent them from closing the conversation

Hi, I want to move ~ 90 articles on our current helpdesk, which we have on Notion, to Intercom. What is the most pain free way for me to do this? I would of course prefer not to have to copy and paste each and every article…Looking forward to your answers!

I have 2 separate workspaces but I don't need 2 anymore - I want to merge them both together so I can have everything all together.

I am merging two intercom platforms into one. How do I ensure all of the data columns of an intercom csv export, is imported into the new Intercom? I exported the full data of a single user onto a CSV file. I IMPORTED the same CSV file after changing the email address as a test.  Most of the data did not import, like "First Seen" etc. The 6 that the imported asked for worked fine (ID, email etc) It is critical that all of the data is imported. How? Thanks!

Our team typically sends emails to users (generally asking for more information on a specific account). Is there a way to set up a workflow that sends an automated followup if the user doesn’t reply within a specific time frame? When testing the workflows, I tried using these:When a customer becomes unresponsive - this requires the user to respond, which doesn’t always happen When a teammate sends any message - this doesn’t have the option to send an email, only a message or note