Fin Product Area

Currently on our company we are trying to implement the intercom messenger on our Ionic Capacitor Angular project, so for that we are using the @capacitor-community/intercom plugin. IssuesAfter clicking on the intercom messenger the wrong styles are being applied for android and ios. QuestionsCan it be some configuration missing inside intercom dashboard ? Can the plugin be out of date ? Is there an way of fixing this ? Inside our intercom dashboard we have styles for web messenger and for our apps and for some reason in our app projects it keeps going for the web default styles. NotesWhen creating the styles we ensured that we are using the correct package name (com.companyname.appname) this is what we have inside capacitor config file and config.xml The unexpected behaviour screenshot is what we currently see (web styles). The expected behaviour screenshot is what we want to have (mobile sdk styles). Keys where checked already and ensured that the right ones are being used. Unexpecte

Hello. In the AI & Automation > Fin AI Agent > Setup > Content the limit for knowledge sources is 10. Aside from manually copying and pasting each link, is there a way to combine multiple knowledge sources with the same domain name into one? 

Hello! I am using the Intercom mobile SDK integration for a mobile application. As per the instructions on the dashboard I am enabling identity verification to secure the users messenger chats. I am having a persistent issue where on iOS only, the user verification fails only for certain users. The call to register an identified user will fail with this error response:Error: Error logging in: ERROR - [HTTP 401] - Failed Identity Verification check I have replicated this for a user and verified the following:The user hash value we are passing into setUserHash is correct as verified by the hash checker in the installation instructionsThe user ID we user to generate the user hash is correctThe users email is correct I am using the latest version of the mobile SDK on iOS Are there any other steps I can follow to troubleshoot this issue? Any help would be much appreciated!

One of the biggest issues we have is the lack of automation around conversations that come out of snooze that require a follow-up.  Currently these conversation re-open in an agents queue and we need to manually follow up.  In order to try and mitigate the impact of conversations coming out of snooze during busy times we try to use custom snooze times, but it's not quick and easy to do this for every chat. The default options that Intercom provide don't work for us (tomorrow at 9am is super unhelpful as that's our busiest time). So I have two requests:1) Can we set a default snooze time for our organisation (e.g. 24 or 48 hours)2) Can we set custom snooze times on Macros

The JS API has no documented methods for capturing and handling errors. Is there an undocumented callback that can be used to capture and gracefully handle errors? If not, why not? Both the Android and iOS SDKs have error handling but there is zero documented error handling for the JS API. This makes the API far less useful.All assistance appreciated.

Hello Everyone,I hope someone can help me with this question because I’m feeling a bit stuck.I’m trying to create a tag—sounds simple, right? Well, apparently not for me! 😅 Every time I click on the check mark to save it, I get an error message at the top that says, "The tag could not be saved."I’m sure I must be doing something wrong, but I can’t figure out what. If anyone can point me in the right direction or let me know what I might be missing, I’d really appreciate it.Thanks so much for your time and help! 😊

Hello! I’m starting to use Fin AI to answer more queries. At the moment, it’s only involved in some kinds of conversations and we’ll expand it to other topics gradually.My question is, does Fin process the buttons the user selected when looking for an answer? In my example below, would Fin process that the first message was “Help with my subscription”, and therefore look for the answer in subscription-related knowledge bases? Example of workflow Thank you!

 Today, I spoke with support about changing the font, and they told me it’s not possible. Is that really the case? This new font is quite challenging; when you look at the number 0, it sometimes looks like an 8. It’s causing a lot of issues for users. 

Hi guys, do you know where can I see my archive users and can I unarchive them? Thx

Hello! I’m working on integrating Fin AI to our queries handling.When conversations are handled by a teammate, we use a custom attribute “Subject Line” to ‘tag’ the query and report on volumes each week. Subject Lines would look like this:[Account] Login issue, [Account] Change Email Address[Billing] Refund Request[General] Query / Premium, [Feedback] Contentetc etc If I want Fin to handle tickets, how can I get it to tag the conversation based on its content? either via our Subject Line attribute or via tagsAt the moment, we have a workflow where users select what they want to talk about with buttons (“Question about my account”, “Help with my subscription”, “Share feedback”, “Something else”). Subscription queries go through Fin, the rests goes to a teammate. I’d like to open “Something else” to Fin AI too but I’d need to be able to tag the conversations properly to create usable data. What’s the best practices here? What have you found the most helpful?

We need to add a Content Security Policy to our application that adheres to the following requirements:include a 'default-src' directive to act as a fallback for other resource types when their policy definitions are absent set explicit CSP 'script-src' and 'style-src' directives, without the use of wildcard domains not utilize any 'unsafe'- prefixed directives.Reading through this article in Intercom Help, i think point#2 above can be addressed (but please confirm), and also advise if points #1 and #3 can work with Intercom (e.g. can we avoid using the 'unsafe-inline'?)

When we test our workflows in the ‘preview’ space in the backend, Intercom creates a new chat which goes into our teams inbox. Someone has to then manually delete these chats. Is there a way to automate this? I have played around with a few options, but the most likely seems to be to create branching that sorts users who are ‘preview user’, by the unique email address, from all other users. This means every user who eg. sends their first message. will go through this flow ‘else’ branch, throwing the reporting for its usage way out.  

Hi!Could you please help grant access to the restaurant? Our bot automatically closes all requests, but we need to allow one restaurant to pass through the bot and enter the chat.Thank you!

Hi everyone,We are working with Intercom and recently added the function to sort incoming chats based on the customer's inquiry. Chats that didn't fit into specific categories were sent to a general folder.However, we are encountering an issue where closing resolved chats in folders seems to cause the chat count to increase rather than decrease. For instance, if there are 20 chats in the "Payments" folder and we close one, instead of the number dropping to 19, it sometimes increases to 22 and then stabilizes at 21.Has anyone experienced something similar or have any suggestions on how to fix this? Your help is greatly appreciated!Thank you!

I am trying to send email messages via the messages API endpoint and its failing.  Perhaps my current authorization  token doesn’t allow the sending of messages, even though I’ve check all of the boxes?  I have found via OpenAI instructions for adding “message” scope to the authorization token.  But OpenAI doesn’t seem to be in line with reality, as I cannot find the Intercom UIs it refers to.  What is the right way to make sure my authorization token includes the messages scope? 

Confirmed this is a problem on ios Safari/Chrome/Firefox and Android. Let me know if anyone as had this problem before. Video attached. I have reached out to Intercom support as well.

Hi there! I’m looking to tidy up the right hand sidebar “Conversation Attributes” - we only really need a couple of these but I’m not able to find where I can remove attributes from this?We don’t need things like External ID, Fin AI Agent, Workflows, Workspace, Copilot etc. We also have a lot of User Data categories we would like to remove from this view, are we able to do this? Thanks so much! 

I’m currently using the Jira for Tickets integration to send Conversation data to a Jira Card using the “Create Jira Issue” action in our workflow… The issue I’m experiencing, I cannot configure the integration to send the entire conversation to the Jira card. Our use case, if a user has a technical issue, I want to be able to create the jira card with the conversation details attached to our dev team has knowledge into the inquiry. It works for the First Message Body and Last Message Body.. But the card misses the entire conversation. Thoughts? API Request Body {"fields": {"project": {"key": "PIDT2023"},"issuetype": {"name": "Support"},"summary": "Conversation ID: Conversation ID","description": {"type": "doc","version": 1,"content": [{"type": "paragraph","content": [{"type": "text","text": "Urgency: Urgency"}]},{"type": "paragraph","content": [{"type": "text","text": "Conversation URL: Conversation URL"}]},{"type": "paragraph","content": [{"type": "text","text": "Message Body: Messag

We are currently using a different product to house our internal documentation, however, we’d ideally want to keep it all in one place. Our team uses both our internal documentation as well as our client-facing help articles to resolve problems. I’m curious of some best practices on how others are organizing this information within intercom. Any ideas are appreciated! 

Hi everyone! 👋I’m Joanna from Praso’s CX Ops team, and we’re looking for a way to track our team’s productivity more effectively. Ideally, we’d love to have access to a report or even raw database logs from the inbox dashboard that provide a snapshot of each agent’s activity per hour.This would help us calculate our team’s occupancy rate, showing key insights such as:✅ The number of agents active per hour✅ How many conversations each agent was handling✅ How many customers were waiting in the queueWith this data, we could better assess whether our team size is optimal and make informed adjustments to improve efficiency.Has anyone implemented something similar, or does anyone have insights on how to retrieve this kind of data? We’d love to hear your thoughts!Thanks in advance! 😊

Hi! I have a question, along with maybe an idea.We recently signed a new contract and have a ton of new features - yay! When getting things started and identifying what all we have available, I’m running into issues where I want to set up a feature thats visible in the section under Billing > Overview > “Features included in your subscription” to make the most of our available features, but there’s not an easily findable resource in the features section telling me how to set something up. Ideally, I’d LOVE a hyperlink to the article associated with each available feature, detailing how to set each specific feature up.In the meantime though, is there a straightforward way to identify what features we have available and the correlated how-to guides?

I want to switch from basic automation to custom workflows  For example, on the basic automation, I left a Jira .txt file in the commentsAnd I saw the on the intercom:1. link to jira issue2. comment 3. .txt file How can I set up custom automation so that it works the same for me as for basic? Because the standard template cannot display a .txt file and .jpg file on the intercom.​​​​​​​ 

In an existing email chain we currently have our settings to ‘send replies from inbound address’, appreciate there is another option of ‘teammate address’ but is it possible to switch between both options? i.e. in an existing email thread being able to select which email address you reply from, the same as you can in a new email/conversation?

Do you allow custom unsubscribe links, meaning using our own unsubscribe page that we've already built ourselves? Having multiple unsubscribe pages for different services (Intercom being one service we use) confuses customers and makes it pretty hard on our engineering/data team. Most major email providers allow companies to use their own unsub link; they typically ask us to send our custom unsub link for checking/verification first of course.

I want to be notified when a user has contacted our support team and they have opened more than some set number of tickets. The users in our case are external customers who are using our product. The purpose of this is to make us proactive and reach out to them instead of waiting till they get upset and frustrated. Currently, we’re responding to that upset and in some cases; that’s too late.  Basically, I’d like to stop having the tail wag the dog.