Fin Product Area

Hi there! I have created a product tour and I’m struggling as it won’t get any impressions from external users.  I created a product tour with a similar configuration as many other times before (in which I had no issues). The triggers used are:When to send: (empty)  Where to send: contains “keyword”. Using one keyword included in the URL of interest.  Audienc: UsersAfter this I get an estimated 85k users that can see the product tour. However, after 2 weeks I got only 11 views from just internal emails in the company. So I’m not entirely sure on what’s going on. I have deactivated all other tours in case there could be any conflicts. And using this same sonfiguration before I got thousands of views in just hours.  Can you please help me with this? I’d supper appreciate the help 🙏

FINs newest feature Guidance is now live in Beta? Are you using it?With such a new feature, that is possible the most powerful and complex, moved to Beta recently I’d love to hear how many of you are using it and how you are all finding it?Lets try share tops tips in the below, so we can all learn from each other.Examples of how you are using it What's working well What's not doing what you expect Anything else that is good to know

Failed Tested Devices: Samsung s21, Samsung s23.Succeed Tested Devices: Google Pixel 8 Pro, Samsung M33.I have an issue that users can’t upload pictures on some Android devices. This issue also occurs on Intercom official sample project. All dependencies are up-to-date.Recreation flow: allow storage permission → choose picture → click send → nothing was sent.Also observed the logs on failed and Succeed devices: didn’t find anything strange...

I want to send email with attachment to customer. Conversation should be created, when email is sent.I am using REST Api Message endpoint with flag create_conversation_without_contact_reply: true.Everything works fine except I can’t add an attachment.Is there any way how to add an attachment to message?

I can see the timestamps of when messages are sent, but users cannot. This would be useful to demonstrate first response times to users, and have a way to record the timings of the messages. 

 We need to create a flow that after a while if my teammate does not respond it is escalated to another person or team, I don't know if it is possible to do it through rules

Hello, experts in IntercomI want to integrate a chat interface like above with Intercom into our project. But I can’t find solution without integrating chat box into this website.For implementing this chat app with intercom, how to set in Intercom account?Thanks

Folks who use mass email sending via Intercom, do you have any tips?I’ve checked out the best practice articles, but since this will be my first time doing it, I’d appreciate any recommendations for an app from the Intercom App Store to help filter out suspicious email lists. Thanks!

I want to exclude users from a series who are currently in a certain other series. Is 'has entered' the other series adequate or do I also need to specify 'have not completed/disengaged/exited' the series?

I’m reconnecting with some customers and when I open a new conversation(email) Grammarly isn’t working. If I reopen the new conversation with the customer the same way I get the email I started👍, but now Grammarly works for the conversation. Mac, Chrome, Grammarly, and Intercom are all up to date.

Here's what I would like to achieve: New Calendly booking with contact information including phone - IMPORTANT: Booking is not created in Intercom’s messenger / Calendly application Contact is automatically created as a new contact/lead in Intercom (if does not already exist) Intercom updated with Contact and phone number and email Intercom automation sequence that sends a out

hello good morning how i can ask question

Hey! I am trying to set up Fin for our WhatsApp channel but am running into an issue:Within the Messenger it is pretty straight forward to initiate Fin to respond and then allow a human handover because every conversation/topic/question is in a different thread. However in WhatsApp you only have one thread. If a user therefore asks a question, Fin responds and hands the conversation to a human and the user then has a new question, Fin is not automatically triggered to answer. How can I work around this? Is there possibly a way to treat messages that are sent after one day of inactivity as first-messages?  Thanks for the help!

How do you all manage workflows? I often find it a bit confusing within the product—does anyone have recommendations for tools that offer better visualization?

We are a small team looking to maximize our efficiency with Intercom. We want to streamline our customer support and communication processes, but we're cautious about overcomplicating things with too many features. Find Out What are the best ways to set up workflows in Intercom that are simple yet effective for a small team? Are there any must-use features or strategies we should implement to keep things running smoothly? Additionally, how can we ensure our team remains organized and responsive while minimizing manual tasks? Any tips or information from others in similar situations would be greatly appreciated!

Hello everyone, I’m Darshan Hiranandani, I'm seeking assistance with configuring the default contact for inbound emails to use the reply-to address. Does anyone have experience with this or know how to set it up? Any suggestions, tips, or step-by-step instructions would be greatly appreciated. Thank you for your help!

Is there a way to train FIN for more scenario based questions. Our customers have different use cases for our product and it would be very helpful if we can train fin to help answer scenario based questions. 

Hi! I'm currently in the process of setting up Fin for email. As we'd like to offer personalized (Human) Customer Support to our Users, I want to set up Fin for email for Leads. However, 56% of our emails sent by Leads are spam/marketing messages, and I don't want to be charged for all these emails.In related topics (How to avoid Fin trying to offer solutions to marketing emails and other spam?) I see that other users tag these emails and exclude them from Fin's audience. However, I'm not sure how to identify these emails as such so I can set up my workflows and give them a tag. Does anyone have some advice? 🙏 Thanks in advance!

When setting up a custom workflow the main aspects I tend to focus on are the completion rate and looking into which paths most users are going to see possible areas where additional proactive support can be offered. My question to you is what aspects do you and your team focus on and what goals are you setting for your workflows? I would love to know the different strategies everyone is using!

Hi guys, One of the things we do is to measure the number of tickets/conversations we started.What’s the best way to create a report that shows that on a weekly/monthly basis? Thank you!Ro

Hello everyone! Is it possible for an outbound message be sent and assigned to a team inbox, allowing them to be notified when it’s triggered?We have developed a custom event for when a customer (traveler in our case) attempts to submit their booking but encounters a failure that prevents submission. Once this occurs, an outbound message is sent to them stating that we noticed the failure and that one of our agents will reach out immediately for assistance.I noticed that if this message is sent, our inbox is not triggered until the customer replies to the outbound message. We want to notify out agents immediately to help customers proactively. 

I’m looking for guidance on setting up workflows in Intercom that seamlessly sync with my CRM. Specifically, I’d like to understand how to integrate the two systems, map data fields, and ensure real-time updates between platforms (Read More). Are there any step-by-step guides, best practices, or common pitfalls to avoid during this process? Additionally, I’d appreciate tips on using workflows to automate lead management and streamline sales pipelines effectively.

3 months ago Intercom communicated about a feature to merge conversations in case of doubles.It was mentioned it’s on their roadmap, but no timeline was communicated.Do we already have a view on when this would get implemented?Thanks!

I'm playing around with the new Survey feature - which is very cool to have in Intercom, but I'm missing the option to spread sending the surveys over time to a big group of people. For example, if I have 10,000 users who login each month, I don't want to send it to 10,000 right away. I want to send the survey to 2,500 random people each month for the next 4 months. Ideas?

We have many articles that are not part of any collection. We do that to keep the help center light weight, but we do need these articles to show up in search.The problem is that these articles when accessed using the URL, do not show up with header or footer.How can we fix it?