Fin Product Area

Hi everyone, I am trying to do some in-depth analysis of my team’s capacity by looking at historical volume data. The challenge I am facing is that each support agent on the team can have up to 4 chats going at a time, so it’s not as easy as taking the total number of chats and multiplying by the average resolution time—I need to somehow represent in the math the possibility of multiple chats overlapping. Has anyone ever tackled this type of analysis before? How did you approach it? Thanks!

I'll really appreciate any help.

I sometimes share messages with users who are not logged in.At this time, I experienced a phenomenon that the message I sent yesterday disappeared today, and I would like to know the message storage time of the guest without id and email.Also, I would like to check if this can be changed in method or intercom setting.

Even though I've entered the correct API key, it still indicates an API key error. How can this issue be resolved positively?

I have Starter license. Every time I try to activate FIN it forces me to hire customised answers. Please can someone help me to know how i can activate fin by skipping this step.Thanks in advance. Best regards. Teresa

I’m surprised this hasn’t come up more often when browsing the community-  This was asked over on:  How are Support Leaders exporting or extrapolating important customer data points in order to provide better insight to the rest of the organization about what Support Teams are talking with users about?  For example:If I have a conversation data point called Category with a list of relevant things about our product, I would like to create a Sub-Category conversation data point that allows me to break this done.  This feature has existed for almost a decade in Salesforce. 

I've set up an A/B test for the customer visit a page segment, activating both workflows live. Unfortunately, the pop-up isn't triggering on the website. During the preview, I can only test either the A or B workflow. I'm unsure if I've configured it incorrectly and I'm struggling to understand the underlying logic. Could you assist me? I've attached screenshots for reference. 

Is it possible to receive an NPS score/inbox or team member? Thanks! 

Have a nice day 

I've integrated a Product Tour link into a banner using Intercom. However, I've encountered an issue where clicking on the Product Tour link causes the page to refresh itself before initiating the tour. Ideally, the tour should start seamlessly since the banner appears on the same page where the tour begins. Is there a method to prevent this page from reloading upon clicking the link? Thanks!

I am trying to embed an image URL into an article so we can quickly replace images by just updating the image url in our image repository. How do I do this in Intercom? I tried putting the code <img src=”https://examply.io/image.jpeg”/> into the Insert Code block but this populates no images, as if the code does not work but the code is correct. I followed this article on Intercoms website that states you CAN insert this type of code into a help center article. Any advice is appreciated!

Hi All, Hoping someone can help or provide some direction as how to prevent SPAM bots starting conversations on our Intercom Messenger on our Public Website.We have the Intercom Messenger on our Public facing website (Visitors/Leads) https://freshtrack.comWhen someone starts a conversation they need to provide Name, Email and Contact Number (which they do). However, the conversation is SPAM.  The email and phone number are fake and the message is generally “How do I register?”  or most recently “Where may I find a food bank” or similar.   The phone set to USA number.The volume of these messages is increasing and we want to prevent them as it is causing issues when our marketing automation runs and the emails just bounce back. Sometimes we get replies with exactly the same original conversation message  “How do I register”, “How can I book a appointment” etc. Is there a {I’m, Human} tool for Messenger when it is public facing?  Or dose anyone have any other ideas?Thank you all in advanc

We're currently integrating Intercom into our Flutter app.We've set up a workflow that's triggered within a series. The first time around, it works perfectly and the message appears as an in-app notification. However, subsequent triggers result in the message being delivered to the inbox without the in-app notification alert.This inconsistency is affecting our product onboarding, which relies heavily on these workflows. The experience for our users is crucial and currently compromised due to this issue.Has anyone else encountered this? We're looking for an urgent fix or any workarounds that could help us ensure a smooth and consistent onboarding experience through Intercom.Thanks in advance for your help!

Is there a way in the iOS SDK to disable opening a conversations while keeping the ability to send campaigns?Specifically when user taps on campaign we wouldn’t want them to be able to start a conversation from it

Currently, in our android app is configured such that whenever a user clicks on the Intercom button, it initiates a new conversation.This setup, although functional, is not ideal for our users who often return to continue previous discussions. How can we modify this so that clicking the Intercom button opens the most recent conversation with that user instead of starting a new one every time.

Hello We want to hard close conversation the moment it was closed.We don’t want closed conversation to keep on reopening within 24 hours(min we can set)  

Hello - in the past week I’ve assisted two customers in whitelisting our domain so their adblocker (uBlock Origin, Total Adblock) would not prevent them from accessing Intercom. I’m guessing that the definitions used to determine if something is an element to block may have changed as this was never an issue before. Is there a way to prevent this? Attaching two examples before and after whitelisting: uBlock OriginTotal Adblock Does this have the potential to impact surveys? Looking forward to the feedback. Thanks, Michael

Hi all.Some of our documentation has been created in other documentation authoring systems. Is there a way of importing documents from a system like Madcap Flare or to import the HTML5 output that has been created by that system? And how about the other way round?Best regardsHolger

Hello Intercom Community,I'm reaching out to seek some guidance on an issue I've encountered while upgrading the Intercom SDK in my React Native project.I'm in the process of upgrading my project to Android SDK 34 as required by the new version of Intercom SDK. However, when I change the `compileSdkVersion` to 34 in my build.gradle file to accommodate this update, I encounter `:app:mergeExtDexDevDebug` errors during the build process.Here is the error log I'm receiving: ERROR:D8: com.android.tools.r8.kotlin.HERROR:D8: com.android.tools.r8.kotlin.HERROR:D8: com.android.tools.r8.kotlin.HERROR:D8: com.android.tools.r8.kotlin.HERROR:D8: com.android.tools.r8.kotlin.HERROR:D8: com.android.tools.r8.kotlin.HERROR:D8: com.android.tools.r8.kotlin.HERROR:D8: com.android.tools.r8.kotlin.HFAILURE: Build failed with an exception.* What went wrong:Execution failed for task ':app:mergeExtDexDevDebug'.> Could not resolve all files for configuration ':app:devDebugRuntimeClasspath'. > Failed to t

Hey everyone!I’ve been going around the workflow automation settings and so far no joy.I need to have a workflow that begins with an action on a backoffice ticket (such as, ticket closed with a specific status) and I would like this to trigger sending an automated message to the customer. It is entirely possible that the user was not and did not have an ongoing conversation with us, either by chat or by email, so this would need to be the same as creating a new ticket on our end.It seems like it’s not possible to just do this with existing automations, but do you know any valuable workarounds I could use in the meantime?Thank you in advance! ⭐️

Hello Intercom community. We use Slack as our communication hub and have many sales, product, and onboarding team members using Slack. Most of our support team uses Intercom though. What is the best practice for us to take a conversation from Slack and turn it into an Intercom ticket/chat? We want to have our sales/product/onboarding teams create an issue from within Slack and support can work on the issue from within Intercom then follow up and close it. Ideally support would do that in Intercom and updates would be sent to Slack. We found this 3rd party solution, but we'd prefer not to have to spend any more money or install more software: https://clearfeed.ai/pricing#Integrations

Over the last couple of weeks, some of my teams are reporting that the Recent Page Views data is missing from certain leads and visitors These all seem to be from visitors using Chrome... wondering if anyone else has noticed this, and wether its a new update to Chrome that prevents tracking ?

I'm having a real issue relying on chat notifications for my support team. We have all the settings correct in Intercom and Windows to receive desktop notifications but random times it stops working, and chat will go unanswered for too long. Our team does not keep their inbox on screen all the time due to other tasks they have to perform. Any suggestions on how we can get more reliable and more noticeable notifications that will allow us to keep a first response time within a minute?

Hello! Despite going over all the settings as noted in some of the existing FAQs such as: https://www.intercom.com/help/en/articles/8124534-how-to-use-pdf-file-content-with-fin, I still can’t get FIN AI to search through or pull answers from a PDF file I have uploaded. The upload went smoothly and within minutes was deemed good to go by the system (and it’s just a short document.)  Anyone have any idea why this isn’t getting going? FIN does pull from a couple of URL links we provided, just not a PDF.  Thanks in advance.

Hi EveryoneI am evaluating Intercom for our college. I am trying to set up the FIN ChatBot by giving it the webpage of our college, which has extensive information (1487 results). However, when I test the ChatBot using the test feature on the app.intercom.com portal, it cannot answer a single question - even when I ask highly tailored questions based on our website content.Anyway ideas what I am doing wrong?We are looking for a ChatBot that can understand our website content, then help users to find what they are looking for - perhaps this is not the “sweet spot” of Intercom?I’d be grateful for any help or advice!Cheers, Ken