Fin Product Area

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”?

I’ve been testing Fin and I haven’t been satisfied with the responses just yet to turn it on for all users. I understand it’s based on our articles and related knowledge base, but I’ve found Fin to provide wrong or sometimes unhelpful information. Here are some examples:It frequently tells users to contact support to fix the issue (Isn’t this what people think they’re doing?) It get company branding incorrect. For example I work for a company called “G.J. Gardner” and Fin often defaults to “GJ Gardner”, missing the periods in the name.  Users often don’t provide enough info such as the record name in the software they want us to troubleshoot (i.e. a customer name or project number). How can I train Fin to inquire about this information? Fin defaults to US English. While this isn’t always bad, we have some industry specific terms that differ between contries (i.e “variation” in Australia and “change order” in the United States). How can I train Fin to use the correct terminology when re

Description:We are facing an issue where push notifications are not working on Android in our Ionic app. Below are the details of our setup and steps taken:App Setup:We are using Ionic version 7.2.0.The Intercom integration is done using the @capacitor-community/intercom plugin.Intercom and Capacitor Registration:We have registered Intercom with the following keys:androidApiKey: android_sdk-xxxxxandroidAppId: lnp0halaiosApiKey: ios_sdk-xxxxxiosAppId: lnp0halaPush Notification Setup: An APNS push key was created and successfully uploaded to the firebase console APNs Authentication Key sectionIssue:Despite the above setup, push notifications are not working on Android devices.Could you please help us troubleshoot and resolve this issue? Let us know if you need additional details or logs to assist in the investigation.Thank you

Problem Statement:We are managing multiple email series and banners and would like to streamline the process of reviewing their performance. Currently, reviewing each email series individually via the "Series Performance" stats is time-consuming and lacks a consolidated view of overall performance. This makes it difficult to monitor and report on metrics effectively across multiple series, especially since we want to scale this to monitor across different tags (products, partner affiliates, etc). Supporting Information:The goal is to have a solution where specific email series/banners statistics can be aggregated into a report or at least extracted for further analysis. Ideally, this report would allow us to review performance by series status, content, or other relevant criteria, helping to monitor both individual and overall series performance. As far as I can tell, this functionality cannot be set up as a Custom Report within InterCom.The Ask:Would it be possible to create a data ex

We would need to add Content Security Policy to our application. I saw this article on Intercom Help. There it is stated to use 'unsafe-inline' but I am wondering is there a way not to use it, since we would like avoid that in our policy?

1- I want away to add context to fin, more of general guidance of how to best reply; stuff like:Your answer has to be no longer than x lines. Avoid using the following terms. Avoid adding resources to the end of the msg.2- Also, my fin is taking to long to answer, how can I fix it? 

Hello, I would like to be able to easily add tickets to a ‘watchlist’ so that I can follow up on the status easily. I know you can tag yourself but this is not sufficient as the tag woud stay there forever and I might drop out of following that ticket at some point. Does this kind of feature exist or is there any other solution ?I would be very handy for new team members , also for team leads to follow along some cases etc.  Thanks,Julia

I have a CSV list of 5000+ frequently asked sales tax questions and their corresponding answers. I would like intercom to ingest these questions surface the answer to customers. I would also like to be able to update these questions quickly over time as the answer changes. What is the easiest to ingest these into intercom? Should I use something like Confluence instead of CSV? Any advice? 

Hi! Regarding metrics in custom reports, we’d like to have the SLA hit rate based on the percentage of conversations where the team met the SLA, as shown in the SLA report.Ensuring timely responses to our community is paramount. Measuring the SLA hit rate based on the percentage of SLAs applied to conversations that hit their target (current available metric) can be misleading. For example, if a ticket has four SLA targets, and we hit three out of four, the SLA hit rate would show 75%. However, if we breached the first response SLA, we failed to meet our promise of timely communication to the member, making the true SLA hit rate for that ticket 0%.From our perspective, breaching even one SLA in a conversation means we didn't fully deliver on our commitment.

Hi everyone,I”m Darshan Hiranandani, We’re a startup using Intercom for customer support, and we handle about 4K-5K conversations per month. One of our main challenges is effectively tracking and understanding the reasons behind users reaching out to our support team.I’ve looked into conversation tagging, topics, and attributes, but they don’t seem to fully solve the problem, or perhaps I’m just not sure how to best apply them to our business. Should we be using all of these tools together, or is there a better approach? Would integrating another tool or system help us better categorize and analyze these conversations?Ultimately, our goal is to capture user sentiment and clearly communicate this data to our product team to help drive improvements.Has anyone faced something similar or have suggestions on how to approach this? Any advice on how to better track the reasons for support inquiries would be greatly appreciated!Thanks in advance!RegardsDarshan Hiranandani

It is currently not an option to start a with any other steps then writing a message. I wish to use the apply rules button first that then would branch in to diffrent options for buttons depending on the rules.This would streamline the hole process of using the chat.Is there someway to bypass this function in any way or is it a function that can be made? See the pictures attached: 

Sometimes they go dormant and I need to chase, but I'm having to bookmark them in my browser, or put them in a Google Sheet to track them which seems sub-optimal ;)

When creating public articles, you have four components that can help get them discovered:Title Description Body CollectionAI Agent will ingest this content and attempt to provide a best-fit answer based on its knowledge.However, if you want multiple queries to lead to the same article, it seems there isn’t a direct way to accomplish it other than including wording throughout the title, description, and body such that alternative queries may pick up on that language. ExampleSuppose we have an article:Title: How do I add a payment method? Description: Learn how to associate a card with your account.That’s straightforward enough and satisfies a couple ways that queries might go (“add a payment method,” “associate a card with your account”).But, what if I want these other queries to lead to the same article:How can I pay? Where do I go to make sure you can charge me? I received a notice for non-payment. What do I need to do? I’m seeing an error for collecting an invoice balance. How do I

Hello! I’m wanting to know if there is a way to be able to measure and analyze the unique emails or names or users that are being routed to one of the workspaces myself and my team use. Is there a way to see which users are reaching out to us most frequently and about what to better be able to address why the volume is higher for those users?

I’m having trouble embedding the following code into my Messenger to have like a test. <h1 style="text-align: center;">Intercom Chatbot Test</h1>    <script>        window.intercomSettings = {          api_base: "https://api-iam.intercom.io",          app_id: "dc7kpmmt",        };      </script>      <script>        // We pre-filled your app ID in the widget URL: 'https://widget.intercom.io/widget/dc7kpmmt'        (function(){var w=window;var ic=w.Intercom;if(typeof ic==="function"){ic('reattach_activator');ic('update',w.intercomSettings);}else{var d=document;var i=function(){i.c(arguments);};i.q=[];i.c=function(args){i.q.push(args);};w.Intercom=i;var l=function(){var s=d.createElement('script');s.type='text/javascript';s.async=true;s.src='https://widget.intercom.io/widget/dc7kpmmt';var x=d.getElementsByTagName('script')[0];x.parentNode.insertBefore(s,x);};if(document.readyState==='complete'){l();}else if(w.attachEvent){w.attachEvent('onload',l);}else{w.ad

Hi everyone,Our CS team is accustomed to receiving personalized Slack notifications for events like client replies, internal notes, etc., as supported by our previous platform provider. However, it appears that Intercom offers limited options for triggering built-in notifications, and the Slack integration only allows updates to be posted in channels, rather than directly to individual CS agents based on conversation assignments. I’d love to hear how others are addressing this. Are there any effective workarounds you’ve implemented within Intercom using automation, or perhaps an app that helps manage team member notifications? For us, personalized notifications are crucial due to high incoming volumes, as they act as timely reminders for agents to check specific client conversations that are currently in progress. Any insights or suggestions would be greatly appreciated!

Hi, I’m using Voiceflow to create a chatbot, and I’d like to send user messages from Voiceflow to Intercom so I can track and manage conversations in Intercom’s Inbox. Is this possible? If so, what’s the best approach to set it up?