Fin Product Area

We activated the “If customer has been unresponsive “ workflow in our chat conversations. How can we interrupt this workflow in cases where an agent needs to snooze the conversation because they need time to research or they need to consult another department? This is what we are trying to achieve:Agent will send a message asking for more time to solve the problem Agent will snooze the conversation Either of these can happen: a). Conversation will automatically unsnoozed and will stay on Open Inbox until a teammate picks it up b). Agent will manually unsnoozed the conversation and proceed to assist the customerWe are trying to avoid the scenario below where we tell the customer to wait, and yet we send them a follow-up because we haven’t heard from them😅 

Hi Everyone, I'm Sachin Duggal , and the owner of a bags manufacturing business. I’m planning to launch a new product soon and want to create a waitlist for customers who are interested in being among the first to try it. I’m aiming to send a message to a specific customer segment and collect a "yes" or "no" response for joining the waitlist. Then, I’d like to prioritize the users who clicked "yes" first and release the product gradually to that group.Has anyone set up something like this before? I’m considering using Intercom’s method with Fin Copilot as an example. What would be the best approach to achieve this? Any tools, integrations, or tips for managing a beta waitlist effectively?Thanks in advance for your help!Sachin Duggal

Hi Everyone, My name is Sachin Duggal, and I lead a growing enterprise in the bag manufacturing industry, dedicated to quality and innovation.I’m about to launch a new product and want to create a beta waitlist for a segment of customers. Here’s my plan:Send a targeted message to customers, asking them to join the waitlist. Collect “Yes” or “No” responses to gauge interest. Prioritize access based on the order in which customers opt in.I’d like advice on the best tools and strategies to:Collect responses efficiently. Manage and organize the waitlist. Gradually release access in a systematic way.Has anyone done this before? Any tips, tools, or examples would be a big help!Looking forward to your suggestions!RegardsSachin Duggal

Hi all, some of our clients feel uncomfortable with rating conversations for both Fin AI and human supports every time they open the conversations with us. Is there any way we could turn that off for specific users?  

Hello,Is there any method or setting to have Fin provide a shorter answer initially, and give the user the option to ask for it to elaborate and provide a more detailed response? Currently, the bot is providing answers that are too long and overwhelming. Any solutions or adjustments we could make to get closer to this goal would be appreciated!Thanks,Jason

Dear Sir / Madam, We are developing an integration with Intercom via the API and events. Recently, prob starting about 1 - 2 weeks ago, we noticed that Intercom send 3 copies of every event. We followed the guideline to send back the ok() on every event we processed, but somehow the duplicate events still come on every event. Did the guideline change? This used to work well but something seems to have changed recently. Best

Hello!I’ve encountered an issue after integrating "Jira for Tickets" with Intercom. I created a custom attribute called "Screenshot" with the intention that when a file is attached in Intercom, it would automatically appear in Jira. However, the file doesn’t seem to be transferring over to the Jira ticket.Could you please advise on how to properly configure this so that attached files are successfully synced to Jira?Thank you in advance for your help!A done task in jira:Screenshots: No 

Hi,So I have connected WA to intercom and I got it all set and connected, I have created a template and it got verified. The issue, when I send WA template to a lead, the message doesn’t deliver correctly to the lead. I have checked with the intercom team and they are on it yet this issue took too long and we are in need for this feature in which we start the conv. with our leads.Thanks you for your help.

I'm curious if anyone has been able to find a way to display/hide help articles at the collection level, rather than at the article level? We have several different products and don't want to show all help articles to all users. We can use audience filtering at the article level, but that is too cumbersome to maintain with so many articles. Thanks!

Hello!It looks like the reporting is going to be changed soon. The report for tag totals by month is somewhat limited, and it seems this is no longer going to be available beyond just listing 10 top tags used along with their total number.With the new layout, how can one download the conversation tags and total number used for the entire month, not just the top ten the new report shows?What I am finding is you’d have to download the conversations, sort by conversation tags, and then manually count those tags using this new layout. Is that true?? That just feels like this is making more work to produce what was already easy to pull on legacy reporting.Perhaps it’s my error and I am just not seeing this as being available in the new format, it’s entirely possible the report is available, but I am just not finding it on my end.Thank you so much for any assistance you might have and guidance. 

We have enabled the setting to prevent Customers from changing their rating after  a set time (1hr) but this does not seem to extend to conversations that have not been previously rated. We have had a few instances of disgruntled customers going back and rating chats from days prior. Is there a setting to prevent this?

Hi everyone,I’m Sachin Duggal , and I am the owner of a bags manufacturing business. I’m looking to use Intercom workflows to effectively re-engage inactive customers. My goal is to identify when users become inactive, set up personalized messages or campaigns, and automate follow-ups to bring them back.Can anyone share strategies or best practices for using triggers and actions within Intercom to make these workflows effective? Also, any tips on measuring the success of these re-engagement campaigns would be really helpful.Looking forward to your suggestions!RegardsSachin Duggal

Hi! I wanted to check in if it’s possible to get the File for the Default Notification on Intercom?Would be nice to have it, looking to so a meme with Jack Nicholson The Shining movie scene Thanks!

is it possible to make or see in some place, when we call, in which time zone by code the client is? 

I'm using the intercom api to create and respond conversations of type email, when I send messages as an admin using HTML, some HTML components are stripped, as a result clients can't see the HTML formatted correctly when the email is opened, like i gmail for instance, why is this?

The video I’m tyring to embed:https://infovolttime-my.sharepoint.com/:v:/g/personal/info_infovolttime_onmicrosoft_com/EeMaRjgK8mNJkhK8bIMM3bkBv30-QY394_Er8t6iZSWtcQ?e=7TOtmG&nav=eyJyZWZlcnJhbEluZm8iOnsicmVmZXJyYWxBcHAiOiJTdHJlYW1XZWJBcHAiLCJyZWZlcnJhbFZpZXciOiJTaGFyZURpYWxvZy1MaW5rIiwicmVmZXJyYWxBcHBQbGF0Zm9ybSI6IldlYiIsInJlZmVycmFsTW9kZSI6InZpZXcifX0%3D What I see in the article editor:When I try to publish the article: I can publish the article if I remove the embed section..

I would like to a add a conversation tag via a worfklow to the first message sent (via SMS), but even manually it is not possible to tag the first message in the conversation and it appears as Fin who sent it while it wasn’t.According to Intercom the first SMS messages will not show teammate profile icon and it's not possible to tag it.Have anyone had similar issue and find a workaround to it? 

Hi We’ve configured Intercom using GTM in our SPA but we have the issue that a leads conversation history in Messenger is not appended to their contact conversation history when they log in.While logged out, in our sign in page, we use the “install” method to display the messenger and allow the lead to ask questions.Once signed in we use the ‘update’ method to push the contacts data to intercom.We also use “boot” after sign in to force the messenger to show the signed in users data (since its an SPA we don’t rely on page refresh).Based on the above should the leads conversation not be added to the contacts conversation history after sign in?It is not 100% clear to me from the documentation if this is how to actually structure these calls. Any help is greatly appreciated.Other Questions:1) Does ‘install’ method create a new visitor session every time its called? Ie if I visit the login page as a signed out visitor (calls install), then without signing in, I refresh the page, should I ge

I couldn't see when my team members are joining the inbox and replying, which means I can't see the status of the chats if they are being handled by other members or not. Please help address my queries!

Hi everyone,We’re working on setting up email aliases to route specific queries to a main inbox (support@....com) while keeping them categorized separately by type (e.g., premium, legal, billing).For instance, we want emails sent to premium.support@....com or legal.support@....com to be forwarded to the main support inbox, but with tags that categorize them as “premium” or “legal” accordingly.Could anyone assist with configuring these aliases so that customer queries are correctly tagged when they land in the main inbox?Thanks 

Does anyone know if there's a way to find out exactly where each conversation tag is being applied within the workflow?I’d like to know if it’s possible to generate a report for this instead of manually opening the workflow and searching.    

I am on my way creating my first mail template and want to use the tiny avatar image at the bottom of the mail showing the profile picture from sender. I saw this in the default mail template "Personal" – but could not find a variable or similar to implement this into my custom mail template. Please help :)

How can I effectively use Intercom workflows to re-engage inactive customers? I’m looking for strategies to identify inactivity, set up personalized messages or campaigns, and automate follow-ups to bring users back. Are there specific triggers, actions, or best practices (Read More) I should consider to make the workflow more effective? Additionally, any advice on measuring the success of re-engagement efforts would be greatly appreciated!    

Hello! I’m wondering what solutions small teams (3 intercom users) for secure, large file transfer?  Intercom seems limited to 100mb and we occasionally need to transfer larger files with customers.  Our work around is using Google Drive and manually creating and sharing a folder with customers, but this is inconvenient and many customers have trouble accessing the Google drive link. We looked at SendSafely but it’s extremely expensive requiring 15 users minimum. What solutions are you using for larger than 100mb file transfers inside of Intercom? Thank you!

Good morning everyone how are you? I see that in our conversation that you have a Linear optionCan someone help me if I can create Linear tickets in app, and if so, how? Thank you!