Fin Product Area

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.  

Hi guys, does anyone know if we have any addons for remote support? A company I work with had this question and at least I couldn't find it. 

Hello everyone,Is it possible to assign a macro to a specific teammate in the "Available for" field? This option would help organize custom macros that are created by contributors.​​​​​​​

I was looking through the workflow builder and I am not seeing a way to assign a ticket attribute in there. Basically what I would like to do is assign conversation to specific team and then convert that into a ticket and then set a ticket attribute value for that ticket. I am not seeing a way to do it in the builder but wanted to check here if there was any tips or tricks other people have used.

I want to improve SEO website for Article topics searched on an engine (ie Google) that will bring guests to our site. can anyone share experience?thanks you for all your ansers and sharing it https://serpstat.com/blog/what-is-the-difference-between-title-and-h1-and-how-to-write-headers

I’m working on creating a Workflow that involves customers selecting a product and, where applicable, the version of that product. Based on their selection, I want the Workflow to query a specific knowledge source tied to that product and version. For context: Product Example: Product X has two versions: Version A and Version B. I’ve created separate knowledge sources for each version. I need the Workflow to dynamically use the relevant knowledge source based on the selected version. Current Progress: I’ve set up a Workflow with branches to capture product and version selections. I want the selected version passed as a variable to direct the Workflow to the correct knowledge source. Other products that don’t have versions will be treated separately, but I’m focusing on versioned products first. Challenges: I’m unclear on how to dynamically pass the selected version through a Workflow path and use it to query the correct knowledge source. I’ve explored setting attributes and co

Hi, I’m trying to set up a workflow for a custom auto reply (I was using the instructions here) but it is not working. Context: I want to set an automated reply + close a specific ticket type for users who are mixing up our company with another company based on specific keywords that will trigger the workflow. I set a workflow using those instructions above, but it isn’t actually working.  I don’t want to interfere with other rules/workflows around what to do with new inbound convos.  How can I set this up?

Hello,We use intercom on a react-native expo app using @intercom/intercom-react-native 8.1.0We have different Intercom workflow set for “When customer opens a new conversation in the Messenger” based on day/time, custom attributes.We noticed our Android users always see the first workflow they have been presented, even if another one should be shown. We were indeed able to reproduce it. This issue happen no matter how the new conversation window is triggered, either when the user start a new conversation from the Home space or using Intercom.presentMessageComposer();This issue does not happen on iOS and one way to “fix” it is by force quitting the app from the android app settings 

Hi, everyone. I had that in our prev app when I could forward the emails by using a automated workflow but I can’t see similar option in Intercom.What I need is basically specify the sender’s email addresses and set a rule that emails received from them are forwarded to a specific email address of a person outside Intercom. Is there anything like that anywhere? I couldn’t think of anything and couldn’t find any steps in workflows about it. Maybe I’m missing something? Thank you

When I import an article from Notion to Intercom, I use the import option of Intercom. It does a nice job, but the imported article is “internal”. How do I change it to “public”?