Fin Product Area

Would be helpful for reporting :)

In a Series, I can tag all users who go through the Series based on messages they’ve received.What about in a post or product tour that is not in a Series? Focusing just on Posts, I know how to tag users who have received the Post, but how do I ensure that users who receive the Post in the future will also be tagged?

Why does intercom not allow level hierarchy in tagging conversations?

Hi all!We are trying to find a way to raise an event from an external application into a FIN workflow, in order for it to continue processing.Explanation:We have an action as part of an app, which can used in workflows to trigger our functionality. This action will call an API on our backend, which will in turn trigger a flow to start a client-component via our own websocket. This works as expected.At some point, this client-component (or our backend) are in a position to say that the job is done. We want to send this information into the ongoing conversation/workflow between the user and FIN, so that the workflow automatically continues.It looks like there is no way of doing this, except for the closed beta FIN Tasks (this is what FIN suggested to me when asking it).Is this true? Is there no way to send external messages in to a process to trigger events? Thanks for any help with this :-) -kristof

My company has three products. Each of them have their own knowledge center. Each customer conversation is tagged based on which app the user originated from. Fin doesn’t seem to be able to connect the dots that when a conversation is tagged with Product A, it should use the associated knowledge center. I have provided this instruction via the guidance section of the training system.Do you have suggestions about how I can get FIN to focus it’s answers based on a tag?

In my workspace, we sometimes have some chats that go the Unassigned bin and we'd like the ability to have Round Robin apply to these chats we send over to another team for action.  Ideally, once it is assigned to the desired team (this team uses Round Robin), that inbox rule will apply to the previously Unassigned chat and assign it to someone who's online at that time. Has anyone ever had any luck in doing this?

Hi everyone,Is it possible, in Intercom, to have on the Home page for Messenger (both Web and Mobile) to have a link or a button/widget that allows customers to call a specific number?I’ve managed to place a “tel:+1” on a message in a workflow, but I haven’t been able to place a number that’s easily accessible both on web and on mobile SDK. e.g.: Customer opens Messenger and clicks on an element and that straight calls the number reflected there, just for easier access.Also, on Home (Web) by customizing it with Apps the external links one interestingly accepts “mailto:” , but not “tel:”Any help? Or am I asking for features that don’t exist? 

Over the past few months I have been using a custom report to review conversations containing certain keywords using the chart drill-in feature. Usually the full conversation is shown within the reporting tab as that is easier to click through the conversations quickly. However, the past week or so I have had issues with the conversations not being shown and need to use the ‘View in inbox’ button in order to review the conversation. It is usually less than 1,000/month that get pulled into the report. When I try to refresh the report it populates the first few conversations but then goes back to just showing a blank page (shown below). Is there any way to resolve this so that all conversations are able to be viewed using the drill in feature? 

When I make an outbound call, it adds me as a contact in the client profile. Here are the steps:select a contact in intercom start a new conversation click the plus button in the top left corner to select phone call as the type of commsWhen I return to the page showing contacts, I then am added as a contact for the business. Client data is synced from Salesforce. So  typically if I dial out with a number that we don’t have in SF this is where we’re seeing me being added as a contact.

Getting 403 error again and again whenever i am suppose to login in a old account of mine in intercom and if i create a new account then also this 403 error is occured. And my second problem is that i can’t make a new content in https://app.intercom.com/a/apps/we8zvuag/knowledge-hub/all-content whenever i clicke on NEW CONTENT “That data could not be loaded. Please contact customer support.” this is appear and if i contact to your customer support there is no reply back its my urgent work please look up on this.

Hey there, Anyone have advice on how to track:• Monthly deflection count by AI using an article (ie. user opens chat, gets AI suggestion for article, doesn't open a support ticket).• CSAT for deflected cases (where a human wasn't needed) vs cases that result in a ticket where a human needed to get involved.Any help is appreciated.

Our team will use the Notes function to add details to some conversations. For example, they'll add a link to a Shortcut ticket if they escalated the issue to another team. We would like to quickly identify/surface these notes for quick action when following up.

I’m trying to use a custom HTML template to send an outbound message (it’s an A/B test, not sure that matters) and when I click “Schedule and set live” I get the error message “Attribute json blocks for html blocks contains an invalid message template variable.” I sent 10 Preview messages successfully to various email addresses for testing, and only encounter the error when I try to set the email live. I built the email in Figma with the Emailify plugin. I have exported code before using the same programs and didn’t get this error but obviously this is a different email with different styling. I am clearly not a programmer (I know just enough to be dangerous) and I am comfortable making minor changes in HTML. I have read the help desk article https://www.intercom.com/help/en/articles/245-creating-html-emails and I see the list of supported HTML blocks but am not sure how to search in my code for something *not* allowed. Happy to share the full code with someone who can help.  

Is anyone finding the Conversation Topics report useful, or using it successfully for their reporting?I am finding that the report is lacking in some ways:There are many suggested topics which are not good, and they cannot be deleted The bubbles on the chart require that you have to mouse over some topics to see them, making it hard to screenshot for a reportAny tips would be great! 

My configuration to restrict article to certain customers (audience) is not working. i have setup a custom domain and the security protocol is active "HTTP (quick setup) Active" but when I go to select audience, the plus button is still grayed out. I was also told I need to enable cookie forwarding but am not sure where to do that? We use godaddy to host our website. Any guidance on how to do cookie forwarding?

Is it possible to embed the Help Centre in a webpage on one's website, or embed single articles, or embed a list of a collection, etc?

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?