Fin Product Area

Hi there!  We are new to using workflows to help manage conversation volume and finding a lot of chats stay open because customers abandon the chat when they have found their answer, and don’t tell us. I’ve see you can turn on the feature to auto-close incomplete workflows after X minutes of inactivity, however, we don’t want EVERY path to auto-close, just certain ones, or at certain points. For example, if a customer reaches out asking to do X task we send instructions on how to complete it. We then follow up with a message asking if we can help with anything else and give the options:“That’s all” → This prompts them to rate the conversation and closes it “I have another question” → This routes them back to the beginning set of options “Can I speak to an agent” → This prompts a message that they’ve been connected to our support team, and asks if they have anything they’d like to add with then the option for the customer to type a responseIf the customer doesn’t select any of these opt

In the knowledge base, we have a Glossary of Terms page. For some longer articles, I’d like to be able to pull specific terms and definitions from the Glossary of Terms page and display them in the second article. In this flow, if I needed to modify the wording of a definition, I would update it on the Glossary of Terms page, and that would flow into the second article, instead of having to update the definition in two+ articles. Is this possible?

How can I create a template or macro for outbout messages? Not inbound. 

We send a link to intercom via an event that looks something like this: Page Url: https://example.com/some-page?test=true In our email, we have UTM tracking enabled, and the preview of the attributes looks like:utm_source=intercom&utm_medium=email&utm_campaign=email-testing the link attribute on a button set to:{Page Url}?utm_content=toplink Ideally, we would like all of these query params merging like this:https://example.com/some-page?test=true&utm_source=intercom&utm_medium=email&utm_campaign=email-testing&utm_content=toplink ...but instead, we see only the utm tracking:https://example.com/some-page?utm_source=intercom&utm_medium=email&utm_campaign=email-testing How can we merge all of these query params in such a way as to ensure we get the complete set?

Our website enquiry form is sent over to intercom as an email however Intercom is flagging 100% of these emails as spam. No rules seem to override this, even if we set successfully filters to tag the email, assign it to a team etc, the email still goes to spam. We NEED the ability to set a filter to NOT set it as spam as we know it's not. Standard option in a normal email client like Gmail. Lacking control of spam filtering in Intercom, no options to control. Too basic. (+ The add topic option on this form to submit question does not work BTW)

I’ve got a specific segment of users uploaded from csv — 296 users in total. When clicking on “send message” and down to “rules” there’s only 142 users. I’ve switched “include those who were unsubscribed” on — but there’s still only 142. Am I missing something here? It’s really frustrating!  Thanks for any help :)

I’m trying to figure out how I track clicks in the content showcase app. It seems from this article: https://www.intercom.com/help/en/articles/5652381-conversational-support-report that those clicks are not calculated in the report. However understanding the helpfulness of that content warrants some level of tracking.  How can this be done? I can’t imagine it’s not tracked at all.I’m also worried if it’s not tracked it may add to the “Unserved, stopped seeking support” number. Does anyone know if that is true?

I need urgent assistance regarding a critical issue. In the previous version of my workflow, I had the call forwarding option set up with my Switch number. While the support team is currently addressing how to utilize the Switch option in the workflow, I've attempted to create a basic workflow for incoming customer calls. However, my workflow is encountering a problem where calls are being disconnected, indicating that they have been switched.I urgently need to remove the number from the call forwarding settings, but I'm unsure how to proceed as the call forwarding in my workflow has been removed by the support team and now there is not way for me to go back and edit or remove the number. This issue is critical, and the forwarding number must be removed to resolve the disconnection problem. Additionally, as I work on a new workflow, calls to the designated number are still getting disconnected, with the message indicating that they have been switched. Any guidance on resolving these is

Hi, anybody ever exported the intercom articles into Google Doc? Any tools I can use to achieve this? Thanks!

Hello,I’m implementing your SDK on an Android app and I’m facing an issue regarding the unreadConversationCountListener method.After a login, if my user doesn’t have any unread message and I send him a new one from the admin dashboard, the listener receive nothing.For it to work, I need to close and reopen the app but if I logout and login again, the same issue appear.If there is already a message unread when I login, the listener is working and directly send me the correct amount.I tried to move the listener in different places, before the login, after it, at the creation of the app, … but nothing change.I didn’t found directly this issue because it appears only after my pipeline build the app and send it to my Firebase App Distribution.I thought that was because of proguard but I put the rules found in your documentation.Let me know if you need more informations.Thank you

Is there a way to see who closed a conversation? When looking at employees Intercoms it shows the conversation was closed but does not list who closed it. 

Hi team, Is it possible to get Messenger to suggest articles based on what customers ask in the chat WITHOUT using fin? Sort of like a deflection scenario with the first question that the user asks? For example, if the user writes in the chat, “I need help transferring ownership of my account”, is it possible to have the chat suggest articles based on keywords in that message, but without using fin? After the suggested articles, it should be possible for the customer to select to talk to an agent.   

Dear Community,I would like to inquire if it's possible to adjust our system settings to allow clients to reopen a closed conversation within a six-hour window. Currently, the system permits reopening only with day-long intervals, which is too prolonged for our needs. Post the six-hour period, clients should be required to initiate a new conversation to address distinct issues, ensuring each matter is appropriately tracked.Thank you for your assistance!Best regards,Yuval.

Need reporting guidance.   Is there a way to download a list of all intercom articles in the domain and include the article URL in the report?   

Hello !I created a workflow and at one point I started getting an error on the first path.The message is on the screenshot : Starting the first path with non text messages is only supported from...”I don’t understand it because i think the first path is a text message with “Bonjour...”Have you an idea to resolve the issue ?Thanks in advance !  

Hi everyone! Just wanted to know if there is a time delay in between setting a Workflow live and when you pause an existing workflow? When I make an edit to a workflow or create a new workflow for the same page that I am using, I noticed there is a delay in between pausing a workflow and setting one live. Usually the paused workflow will stay “live” for a sometime. 

A partner company uses a Gmail address to contact us, and those messages have been routed to our Intercom spam folder, despite being marked Not Spam multiple times. How can we prevent this and ensure their messages are seen by our team?

Hi all!I’m trying to achieve the following situation regarding users being able to send messages via intercom: Let users start a a conversationMatch all:email does not contain @doe.com EXCEPT john@doe.com & an@doe.com.  We have multiple customers with multiple domains, but only for this specific domain we want to block it for all users except a few so that they are the only ones that can talk with out support. Who can offer me some advice? Thanks in advance! 

We are looking to open Fin up to internal employees (sales, onboarding, CSM’s, etc) to help answer product questions. We have generally used a Slack channel to answer these questions. So what I would like to do is find a way to auto send the teammate’s question to that Slack channel if Fin can’t answer. Any suggestions on how to do this?Attached is the Workflow I had attempted, where “Get more help” sent a notification to the Slack channel, but it didn’t show up as messages normally do. (Screenshot also attached of how it came through.)

Is there a method for forwarding an email from Outlook to Intercom? Despite my attempts and following the FAQ, I have not been successful

Has anyone been able to create all chats to tickets automatically when they are submitted AND also transfer the required conversation fields and company specific data to the ticket this way? We would like to introduce the Customer Portal to our customers, and they would like to see all their interactions with us. Since the Customer portal ony supports Tickets, this means that we would like to automate the process of changing the chat into a ticket once they are submitted. Unfortunately, currently, when you automate this, the conversation data required fields are not taken into account and also company data in not synched over.Anyone has found a workaround or solution? Thank youKristine

Hello,I am lucky enough to be sitting on a lot of emails around 100,000 from conversations that we have had through email. My main goal is to figure out how we've been solving our customers' problems. I’m thinking about using FIN to help make sense of all this data and hopefully teach it to understand how we resolve different issues so that it can make suggestions and learn.I am wondering if anyone has attempted to feed FIN conversations and how that has worked out or if there is a better way of doing this. I may just take the previous year’s worth of emails and attempt to upload as a PDF. I know this data is useful.I have been looking for a way to import the conversations into Intercom but it does not seem possible. If anyone has been in this situation before I would love to hear how you tackled it.I’m really open to suggestions on how to pull this off or if there’s a better way I haven’t thought of.Thanks,Jon

I’m developping for my company and we wanted to adapt the colors and styling of the help center, and chatbot.Is there a way to do it? Is it even supported?Thank you so much in advance.

I am wondering why this error would occur for different users attempting to send messages via Intercom Chat to different customers. Trying to find out some troubleshooting steps for our end-users getting this error when messaging customers.   

I tried to send personalised email to my user and used event metadata with some parameters into email.I created data attributes, new event with metadata  Triggered series on this event Created email, and inserted event parameters there, but the problem is that when I receive email, value from event metadata custom_attributes are always empty.Is there any way to fix it?Thank you