Fin Product Area

In our team, we have agents who use Intercom conversations to send outbound messages to customers. Customers do not always respond to these messages. I would like to be able to generate a report showing the number of conversations created by an agent, along with information on how many outbound conversations received a response from the customer and how many did not. Without this capability, I may have to consider switching to another platform for our company. Thank you for your assistance.Let me know if you’d like any adjustments!    4o

Hi,I've set up a Series with an entry rule to check for new customers and I want to send them emails after a few days. Which would work better - a Wait block (for X days) or a Rule block (First seen exactly X days ago)?Wait blockRule blockThanks

Can Fin read data from my excel sheet or Google sheet and answer user question? I tried to add the google sheet as webpage for Fin content, but it shows error.

Hi team,I’m exploring the possibility of integrating Trustpilot with Intercom and would love to get your insights. Does anyone have experience with this integration or know of any tools or methods to make it happen?Any suggestions or recommendations would be greatly appreciated!Thanks!RegardsDarshan Hiranandani

Hi everyone,Our company offers a mentoring program when customers purchase a specific product package through a third-party provider. We now want to train Fin with this mentoring knowledge and make certain information visible only to these customers. So instead of watching content they can quickly ask something and Fin provides the answer. If I understand correctly, the necessary steps are:Set up a custom domain and enable cookie forwarding. Add the login link and set the Help Center to private. Upload the customer CSV file and add custom attributes. Assign articles to specific user categories, making them accessible only to the intended audience.I have a question regarding step 2:Fin states that the login link should match the custom domain. Is there a way to use the third-party provider’s website for login instead? This would allow us to instantly identify customers who purchased the mentoring program. Or is this only possible via custom attributes?Would anyone have a better approach

Hello everyone, we would like to automatically export outbound conversation data, for example, knowing when it was sent and to whom it was sent.When sending individually, we can retrieve this data, but when sending in bulk to multiple contacts, is it possible?

We’re trying out Fin for email conversations. One issue that I imagine is not unique to us is that we get quite a lot of marketing mails to our support@ and hello@ emails. And now when we do, Fin treats that as a customer needing some help. I’m not sure this is a huge issue, other than the fact that Intercom will charge us for each such case since the Fin response will go unanswered and eventually he’ll close the case and considered it “assumed resolved” 💸Has anyone figured out a good way to manage this kind of inbound “spam” that ends up with Fin?

It would be useful if we can use teammate’s statuses in workflows https://i.imgur.com/M3TIH6q.pngFor example, teammate sets his status to “on lunch” and each client he was talking to gets automated message  something like “I have a lunch break now and will be back in an hour. If you still have any questions, leave them here, I'll check them and return to you with a reply. Or kindly create a new chat, so one of my colleagues can help you.”

I have 3 projects and 3 domains for each one.I want to integrate these into a single intercom workspace.But thr problem is that when I visit one of my 3 websites, click the intercom button, type some text and click the sending button, the message is displayed not only in the current websites but also displayed in other 2 websites.This is a critical issue for me.I have tried session_id, and other things but it doesn’t work.I’ve developed my sites by using Next.js.How can I handle this?

I want to set the read conversation to one column, and unread to another, can someone advise me how to do it? now all conversations just list in one column, which are so confused, and I am afraid would miss the conversation

Howdy folks! Im setting up a new checklist. Question, if a person clicks on the “X” when they are going to see the checklist again? Is it possible to “pop-up” the checklist every x days? Thanks

How can I disable or hide the “Get more Help” button?

We don't need a teammate (call them X) to have access to the Inbox, we just need him to belong to a team.Here are the replication steps1. Assign teammate X an Inbox seat license2. Add teammate X to the Sales team successfully3. However as soon as I remove the Inbox seat from teammate X, he disappears from the Sales team.

Hello!Since our company started cooperation with clients from Kyrgyzstan and Tajikistan and we have to provide support to clients from these countries, we faced the need to create workflows automation and Help centres for our clients. The request to add these languages ​​to Intercom was sent several months ago and was forwarded to your Product Team.First, please at least add the browser language attribute for Tajik and Kyrgyz languages ​​so that we can start creating workflows.Thank you in advance!

When clients send us a screenshot in their email, we are unable to view the image properly, even when closing the side panels. This is really complicated, and I would like us to find a solution; otherwise, we may have to switch platforms.

We are using intercom in our customer support team. Usually our clients contact us by email, and add a second person in copy of the email. Is is possible to keep this second person in copy and still send a CSAT at the end of the conversation, event if there are 2 or more person in copy ? Today we are blocked because CSAT won’t be send automatically if there are more than one email adress.  Thank you !! 

When a customer responds to a ticket in “Waiting on costumer” state, the ticket automatically shifts back to an "In progress" state.This behaviour is not helpful for many situations i.e. when waiting for a customer to send back a product, if he sends a message asking a question or just saying thanks (before he returns the product), the ticket state should not automatically shift to “In progress”. Even worse, the pre-scheduled SLA for next following “In progress state” is not applied because the state change was not done by a colleague.Is there anyway we can deactivate above behaviour?     

Although, I am able to send p tag or a basic string message, but when I send something like this:`"body":"<html><body><div style='margin-top:30px; text-align:center; display:block;'><a href='https://google.com#39;>Record your Screen</a></div></body></html>"` it just goes as empty 

Hi. It's been 24 hours since I requested a CSV file exported data and I have not received any email response yet. Can anyone help please?

Hi,We have a set of common customer support issues in our profile section and on click we would like to launch Intercom and open a new chat with an agent/bot and bypass the Intercom first page showing Inbox, Send Message, etc. We have one engineer who isn’t very experienced with the tool looking at the issue and he thinks it’s not possible. But to me that feels like a basic piece of customisation a customer might require.  Any advice is greatly appreciated.

How would it be possible to visually change the chat launcher?The default widget is not too accessible for users unless they accidently happen to find it.Is it possible to increase the size - give a pop up transition, which isnt natively possible?Thanks

We sometimes receive auto-generated structured emails to our support inbox.These emails represent a request to doa. specific action for a cusotmer, not a gerneral qurestion.How can we instruct Fin to ignore specific emails which can be identified from fixed templated body team, and will also include a fixed text string in every subject line?

Hey, I am curious to know how other companies handle email management. Currently, we are using a third-party app to manage our emails and use intercom for live chats. However, ideally we would want to migrate email support into intercom so that we can save some money. The problem we are facing is that we have multiple inboxes with different signatures for each one. For example, one inbox has a generic signature without specifying agent names, but other inboxes require agent names to be visible. Is this even possible? We’re happy to change our procedures quite a bit to make this work, but email signatures is non negotiable. 

Is there a way to send a message to Slack when a new article is published? 

Hi guys, So we are on Alpha testing when Fin answered the question and customer becomes inactive and I can set up Fin to use a reusable workflow and do whatever I need including setting up a conversation tag. But you don’t have the same way for the workflows, as customer also can become inactive while using a custom bot and there is no way I can send a CSAT survey or us a reusable workflow with follow ups. When the option of using a reusable workflow be available for custom bots? Thanks in advance.