Fin Product Area

Hello,  I was recently testing the keyboard navigation on my help site and while most things work really well, when viewing a response in the Messenger I can’t seem to navigate into the Sources section. I’m not sure if I’m doing something wrong or if this isn’t currently possible. I would like all my users, including those only using keyboards, to be able to navigate to the bot’s sources. 

How can I disable the “That helped / Speak to an agent” suggestion buttons? Also, why Fin showing the article at the end of each answer? Is there a way to stop that without creating a custom answer?

Curious if Intercom has a feature (or workaround) that can visually highlight high-LTV customers in the inbox view — maybe the top 10% based on spend or subscription tier? I currently use Stripe for payment processing but the Stripe integration doesn’t seem to have this feature.Basically, I’m trying to make sure support agents can instantly spot who’s worth prioritizing or giving more attention to, especially when ticket volume spikes.Does anyone currently do this, or is there a native feature I might’ve missed?

Hey Community,We have been using FinAI for a while now and it has been great so far.I need this little adjustment but I cant seem to find my way through. I wouldn’t want Fin to say this ‘I have ingested your content, you can give me a spin! Just type any question your customers might have. Don't be shy, I love a good chat!’I cant seem to find how to turn this off.

I will have data of my customers on my website (e.g. hours played). I want FinBot to answer certain questions differently depending on this data. Is there any way to do this? 

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 🙏

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