Fin Product Area

Is there some way to upload a CSV of user IDs instead of having to manually enter each one into the 'who will receive this' bit? I want to send an email to 50 or so people.

Hi,I cannot see the The Multilingual Workflows feature to activate it on my workflow like this article mentioned:  The AI Inbox Translations is enabledbut I don’t have the other button :  Any advice? Ideas? Thank you, 

can you help me

Hello. I work for a company that uses Intercom to organize our client interactions. We are in the process of starting a second company. The same customer service team will be working for both companies for the foreseeable future. Is there a way to partition a single intercom account into two inboxes (one for each company)? Thanks!

Hello, team. I would like to find a way to monitor specific tags. Which users got tagged, by whom (specific agent, bot, series). As I can see, the information about who and when set the tag is available in intercom, but I cannot find any way to filter this info. I checked the teammate logs (there is no Tag-related activity written there).And of course the standard "People" section. Filter "tag" only work as yes/no attribute. Perhaps anyone got an insight on this? Thank you in advance

After ending a chat, is there a way to loop in or cc an external email to the conversation without changing the conversation to a ticket?

Hi!I am a software developer working at Greenly.We are already using Intercom for custom support, for months.We recently saw that Fin will soon be available over an API (https://bfy.intercom.com/ “06 - Fin over API”Can you give more information of when will this be available please?Best regards,Maxime Broussart

We have successfully configured and launched a News Center and posted publicly our first News Item, which is displayed properly both within Messenger News section and within News Center main URL (a custom domain properly configured following Intercom’s Custom Domains for News Center instructions).The News Center main page loads perfectly and displays our first news Item but when clicking on the News Item title to open the News Item in a new window we land on a blank page (no 404 error, just a blank page).   

We have a large database of typical customer questions and answers. These come from a service desk that is not currently supported by Intercom. What is the best strategy to add this content to Fin Knowledge?There are too many entries to manually input them as snippets.We’re considering adding them as a PDFs, but we’re not sure how Fin will chunk the data—whether it might split Q&As incorrectly or merge unrelated entries.Is there any guidance on how to format the PDF, or an alternative way to upload the data in a Q&A format?

Since one of the few ways a Lite user can see a conversation is via link and to make it easy within a CX team to share conversation URLs without having to mention everyone, I’d like to suggest an option in the upper conversation tool bar to grab a shortened URL for that conversation. We had this in Richpanel, and it made it super easy to quickly grab a link to the conversation for easy sharing. 

Hello team! This maybe very normal question. Just would like to understand what are the differences between FIN AI and Chatbot please? In terms of how it can help to support customer service team We are looking to improve percentage of conversations which resolved by FIN AI. Also, percentage of improvement for conversations which closed by Chatbot as attached picture. To start with, I would like to get more understandings on how Chatbot can help the team to close conversation different from FIN AI please? Saw that percentage in report between FIN AI and Chatbot are separated. So I assumed that the way they work in the system on conversations are different? Moreover, if you have any suggestions/real practices about Intercom Chatbot improvement would you mind help to suggest. That would be really helpful on my end! Really appreciated :) Thank you in advance! Ploy

Hi team, Is there a way to create an auto reply only after business hours?

If i have a file in an article, is there a way to track downloads?

For example, if a designer is working for three of our customers and therefore is tied to three companies in Intercom, and one of those is an enterprise customer with an SLA, we would want to treat the designer as part of the SLA. How would we ensure the routing works? I can't see a way to create inbox rules stipulating that Intercom needs to review all the companies tied to this person and ensure they route them to our VIP box if one of the three companies is considered VIP. Any help much appreciated!

Our CX team sends outbound emails often and will continue to do so when we transition to intercom (in the migration phase now).We don’t see a way to edit subject lines for outbound emails - which is vital to our operations. Is this possible? If so, how can we do this? Has anyone else run into this issue?

Hello Intercom Community, We recently started using Intercom for our company Swipe. Can we change the location of the icon and its appearance? Thanks in advanceTeam Swipe

We've created an intercom flow to collect our client's NPS feedback every month, and we create monthly reports with these NPS values.  The problem is that the monthly values change over time. Example: At the end of January we analyze the responses given by users and there are 10 responses, the following month February we consult the Intercom dashboards and export the raw intercom files from January and we already have 15 responses. This is happening because responses given later assume the date of submission to the user in the “received_at” field, and we can't use the “completed_at” field because most users don't submit the form, they just close it. Practical example in the attached image 17 responses in total7 were assigned to January7 assigned to December2 in June1 in August  Only 4 were “completed” and we see that the responses were submitted in February, but with the “received at” date in another month, meaning that the NPS values for those months have been altered. Could you revie

hi all,I have implemented intercom into my website, issue is intercom icon or messenger icon doesn’t show if my user uses ios/safari. They report that some of devices is working but most of them doesn’t show so it’s not stable at all for my business.I dont know what I do wrong here.I try to reach out intercom support but it’s bad they just like blaming back to me  something like thisI think intercom must work for mostly case (I know except for pretty old devices and os).Thank you

Hi all,After years of using Intercom to reliably email ~650 members in our organisation on a ~monthly basis, today we’ve run into a hiccup. Only ~270 members now show in the “Users” preview with no filters applied. There appears to be a new automatic filter of “Last seen less than 90 days ago” which does show in the Rules list when previewing the email, however when editing the email it doesn’t show, and therefore I can’t deselect it.FinAI support advises:“I apologize for the confusion, but the "last seen less than 90 days ago" filter is an automatic feature that can't be disabled for email messages. It's applied to ensure better engagement rates.However, if you need to include users who were last seen more than 90 days ago, you can create a specific filter for "Last seen more than 90 days ago" in your audience rules. This will allow you to target less active users if that's your goal.”I tried Fin’s suggestion of adding a filter for “more than 90 days ago” however this produces a list

I can manually extract this data from an exported conversation volume report, but is there a way to do this directly within Reports in intercom? If not, consider this a feature request.

I have integrated intercom to our expo app. For iOS devices it’s working great but for android its not working and when we hit “Intercom.present()” it does open the sheet but in that we are getting “Something’s gone wrong Content could not be loaded”.I have added all the required permissions. For loginUserWithUserAttributes getting error : Error: ERROR - [HTTP 403] - Android SDK Messenger API is disabled for this workspaceIntercom.loginUserWithUserAttributes({email: email,userId: data?.data?.userId,name: data?.data?.username,}) 

Last week our number was ported and our customer support team is using Phone Calls through Intercom. We have to support teams and the caller is prompted to select option 1 or 2. Depending on their selection they are routed to the proper team which is then assigned to a teammate of that team. If the call is unanswered, it goes to voicemail. This has been working well for us however when a caller does not select an option and they are “abandoned in routing” they go to our default workspace assignee and remain open. How can I either route these to a team or automatically close these conversations?Any help is much appreciated!!

Hi there! Is there a way to ensure that a tracker/group ticket link is visible in all future conversations with the same user on Intercom? I can see that detail only in the first conversation which got linked, but it’s not visible in subsequent ones. This leads to duplicate users being added to the ticket, impacting reports. It would be very helpful if, once a user’s conversation is linked to a tracker ticket, that linkage attribute appears in every future chat with the same user. This should be automatic. I’ve reviewed the attributes information but still don’t understand if and how this can be set up automatically.  Any help will be grateful.  Thank you so much! 

Hello there,It's great that any user can contact us via chat after reacting negatively to an article in the Help Center. However, are there any updates on further setting this up? I noticed this was posted a year ago.The user eventually reached live chat after 12 minutes. Is there a way to make changes, add a workflow, or implement any improvements? Thank you!

We’re having an issue where customers send us emails that are wider than the intercom email UI so they are cut off and the team is unable to read them. Our workaround is to either copy and paste the message into a different tab (like a Google doc) or reply CCing in our personal work address so we can view the email in gmail. Neither are great solutions.  It would be great if either emails were consistently resized appropriately or (for things we wouldn’t want to make artificially narrow like tables, which we get from customers frequently) we could “pop out” a message and make it whatever width we need in a pop-out window.