Fin Product Area

We are built on bubble. I have been trying to get our outbound messaging to  work for weeks with support not being able to pinpoint the issue. I am trying to set up an outbound message to pop up when user goes to a certain page and is on the page for at least 15 seconds. Any suggestions for rules maybe that I am missing to get this up and running? I have tested it a bunch where user meets all the criteria but the message is not sending to the user.

Will Fin ever have the ability to reply to a customer’s question with a screenshot or potentially a video? It is good at reviewing what we have and describing it but it would be very helpful to share the actual image (especially in a navigation question scenario).

Currently when syncing with Confluence, the only visible sources are those contained within ‘Pages’. Anything that’s in a folder or subfolder is hidden and so cannot be located and used for FIN or CoPilot. Is there a workaround for this that doesn’t mean we have to remove everything from the folders and have 1000 individual pages for our knowledge base? Has anyone found a workaround that isn’t too time consuming?

After I complete the information to start a free trial, and verifying my email account, it return a “403 Forbidden: Workspace Suspended” tips, and after that, every time I click the “Start free trial” button, it return this.How could I start a new free trial?The Screenshot of the tips 

To give you a better context, we have 4 brands across some of our markets within Europe and the Americas.Now, one of the Brands is present is all these countries, which for each individual market we have had to create a separate Brand on Intercom, associated to a Help Centre, linked to an email address, etc.Would be great to have a way to keep them organized, having one brand and branches if the brand has presence in one or more countries, this to help us keep it organized, since we are currently moving and growing, giving presence of our brands in other markets. Any suggestions are always welcome!

Hi, I have already read your support articles regarding not receiving push notifications on Android and have executed everything suggested, but I am still not receiving push notifications when we receive tickets or answers in our Intercom inbox. The message settings and app permissions have been set correctly, I have disabled battery stamina mode completely, I have manually indicated that there should be no battery restrictions on the app and I have installed ‘AutoStart Manager’ and I have added the app.But I still do not receive push notifications.I have a Android version 14 installed and my handset is a Sony Xperia 10 IV XQ-CC54.Can you help please?

We’re currently building out a new onboarding program for our customer support team, and we would really like to integrate test ticketing/conversations as a module to the program. I’m curious if anyone else has tackled this kind of project before and has advice on the best way to implement this with Intercom?I’ve previously worked on Zendesk, where we had a script to import our base test tickets and assign to each of our new hires, who would then work the tickets as normal w/ training & mentors acting as customers.With Intercom, I’m hoping there’s a similar functionality we can achieve with conversations, though I haven’t been able to find a solid solution. Seems like we could potentially setup a specific inbox and use emails in our prod instance, but curious if anyone has come up with a different/better solution to achieve this. 

I have a “notify Slack” workflow that’s triggered when a customer sends any message, but I can only see the customer and teammate messages in the conversation. Is there a way to see the Fin responses as well? This would help us a lot with triaging, and improving the chatbot responses as well. 

Our chatbot widget is linked to our company's website and knowledge base. We set up a workflow for the chats to route to a chat inbox, but they are routing to our General team inbox. How do I fix this routing issue?

We use intercom messenger in our vue app. In out general components(App.vue) in initializing intercom as Intercom({ app_id: process.env.INTERCOM_APP_ID })then after getting user info from backend i call:boot({ app_id: process.env.INTERCOM_APP_ID, user_id: user.id, name: user.name, }).And finally if user log out i call:shutdown()boot({ app_id: process.env.INTERCOM_APP_ID })Script works but when user opens messages in tab after logout and then log in, it see his username and everything except for his messages. It doesn’t showing. But if open widget only after log in in shows because i see spinner so there going fetch for messages. If user reload page also works. Problem appears after log out and log in

When we (german-based company) use a ticket attribute with da date value, the ticket events record a different time. In the summer time, the time difference is +2 hours and in winter time +1 hour as Intercom treats everything as GMT. So when we record appointments in a ticket attribute, it will always be wrong for our time zone. Also, we wanted to snooze ticket according to the timestamp in a ticket attribut. That results in the same incorrect time and is really confusing. It would be really helpful if this would be fixed.

I am working on new Fin Tasks where I want to create a branches with conditions that are dependent on the results of a custom action. Can anyone help me understand how to build this? For example if a Custom Action returns [X] then follow this path, and if Custom Action returns [Y] follow a different branch

Hi team, I’m trying to fetch user information with external API. The example response was like : { "list": [ { "customer": { "id":"123", "first_name": "Darth", "last_name": "Vader", "email":"darthvader@deathstar.com" } } ]}I can see the example response in Data Access but since the first layer is a list, I can’t mapping that in Object Mapping. Could you suggest how should I mapping these data? Thank you. 🙏    

My team is attempting to calculate conversation metrics in Power BI, using the data piped into our data lake.  We’re attempting to count the number of replies across all conversations over a particular time period. I know the part_author is “Admin,” but what conversation_part values constitute a reply?  We want to match the metrics provided via the in-app reporting tool.

Hi all!We’re currently running into some issues related to Workflows that are triggered from calls coming in.What I’m not able to work out is how to successfully automate conversations created from phone calls. Specifically, How can I automatically close conversations associated with calls that were abandoned in the queue How can I associate SLAs with conversations associated with calls that have a follow-up action – e.g. listening to a voicemail / calling a customer back.With 1 it doesn’t seem possible to have a catch-all action for the unmatched paths. For example, in one of my phone workflows I have:   A: Is an IVR PromptC: Is a hold and assignB: Is voicemailIdeally I’d want to be able to target the drop-offs with a ‘close conversation’ actionWith 2, I’ve tried to add to an SLA workflow based on tags being added to the conversation, however it doesn’t seem to be triggering – I’m assuming because the tags are being added via a Workflow rather than a teammate.  Happy to be pointed in

I have duplicates of some users, all with the same email address. How did this happen? How can I fix it?

Hi, Is there a way to completely disable the “Send us a message” located at the bottom of the help center ? This option is not present on the first visit of the screen (which is what I want).But if a user go to an article, then back, the option shows (which I do not want). (see screenshots without the button on the first visit and with the button on the second visit after seeing an article).Thanks !First visit of the Help Center screen (no “Send us a message” button)​​​Second visit of the Help Center screen, after visiting an article page (there is the “Send us a message” button) 

Hey all. Curious if there are any solutions or recommendations for a small team to use Intercom. Currently we’re seeing $29/mo per seat which is SUPER pricy and already extremely limited as it is as we’re very small and in the beginner stages. It makes no sense to spend $60 or more a month just for 2 reps when we only have maybe 1 chat per week coming in. I’m wondering if anyone uses a shared email/account or have any recommendations. We can’t even take advantage of all of the features of Intercom because it’s gated behind a $85/seat/month cost which is almost 3x the cost of the entry level plan. We love Intercom but feel super restricted despite paying for it.

We are using this browser extension to test for accessibility issues on our website.https://client.levelaccess.com/hc/en-us/articles/18183852987671-Install-the-Level-Access-browser-extensionIt reports several issues with intercom.Where is the right place to report accessibility issues? We can’t find where to file a ticket and chat support has not been helpful. 

Zipline International drone delivery service uses intercom to tag customers when they request notification that our delivery service is back up following a period of downtime. To do this, a workflow tags the customer with a notification tag. This is how we find those needing notification in outbound message filtering. However, we must manually untag all users. As we continue to scale, this will become unscalable.  We urgently need an untag or remove a tag action that can be applied to the outbound messaging to clean up the tags post message delivery.  Thanks!Ronald Hill, Customer Support AgentZipline International 855-947-5163

Without any prior warning, Intercom is showing this message “You have reached your SMS sending limit, please reach out to our support team to increase it.”I reached out to support via messenger and haven’t heard back in over an hour. This is a major disruption for us since SMS is the primary communication channel for our users. I wasn’t even aware there is a sending limit on SMS - doesn’t seem to be documented anywhere. Has anyone faced this before? Is there another way to reach Intercom’s Support other than wait for a “Person” to respond in Messenger?

Hi, I am very new to Intercom and so far, so good. However, I'm having to use it via a tab in my Safari browser on desktop, whereas its an app on my iPhone.The browser version is really hit and miss for giving notifications and I keep missing customers.I'm used to using apps like Slack on my desktop which make staying in touch really easy. Is there not a way to have Intercom as a stand alone app on my desktop Mac?Thanks in advance for any help!Rob

Hello!We’re about to launch a new feature at my company and I want to track how much support this generates.As such, I need a way to essentially “tag” conversations and tickets relating to the new feature so I can then identify these and build a report on them.I’m a bit confused as to whether I would use tags (as you can only assign a tag to an individual message not a whole conversation), topics or attributes?I don’t want to use a tracker ticket as I don’t need them grouping together from a support perspective.Does anyone have any recommendations?Thanks!

Hi all, I have been working on our Fin Involvement and as such the answer rate also. In looking at these I can see that there are a section of our conversations that have no Fin involvement but no set way to remove them from the reporting to get more accurate figures. They are conversations that have come through the chat flow and have started but the customers leave before it can progress, I have been referring to them as abandoned but not as the Fin reporting is so now call them unanswered. I am looking for an easy way to identify and tag to remove from reporting. Does anyone else have experience with this and can share how you worked around this?  Thanks in advance! 

Does anyone know a way to get Intercom survey data pushed to Domo on a daily basis (potentially using the json connector)?