Fin Product Area

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

Just what the title says: Is there a way to find the ID of a data attribute without using the API?

Can I get very specif instructions on how to use a subfolder, say mycompany/com/help  ( not a sub domain) my register is NamecheapThank you.

Our team noticed as testing our product tour that on one of the steps if the user clicks the wrong element or step it then messes up all of the following steps and reverts from elements to just having a message pop up in the middle of the screen. Any solution? 

I am trying to created a button in an email and link to the subscription opt in page. Used the link + used ID, but when testing I still end up with technical difficulties page. When checking the unsubscribe link in old email it works fine. Suggestions?

I’m getting an error for identified users with `user_hash`, using the javascript APIThe Intercom.booted is true, but I can’t show it even with Intercom(‘show’) from the console, other events like shutdown throws this error which breaks other parts of our code is this a known issue? or is there a debug mode or something that can help me figure out the cause of the issue, it used to work just fine and it works perfectly for visitors 

Hi, Is there a way to let Fin to send a welcome message whenever someone visits our website? Then if the visitor replies, Fin continue talking with him until the visitor chooses “Talk to real person” button.

Dear Intercom community!I have been working with Intercom for a longer period of time, but I’m still encountering some challenges and hope someone can assist me here. The series I build has an entry rule and a first e-mail. After the e-mail was sent, I added an in-app post, which relies on the fact a user was online/ active after receiving the e-mail. Sadly, the post was just received by two people from over a hundred. The others are still pending, which can not be entirely true, cause some of those users were already active. There is obviously something I’m missing, but clearly I don’t know what it is. Does someone have an idea and can help me out? The help is much appreciated. Thanks in advance and all the best,Neele 

Can I set up away mode for my teammates when they are OOO?

Hello -We have enabled the conversation rating feature in Intercom, but also wanted to follow up with the customers that left certain ratings. For 4 or 5 star ratings, we would like to send a follow up message to thank them and request a review on a separate website.  For 3 star ratings and below, we would like to send a message regarding an escalation and that a manager would be reaching out shortly.  Additionally, we are trying to integrate slack notifications w/ these messages to make us aware when a particular message is sent to one of those cohorts of customers. Is this possible?

Hello, I’ve been tasked with finding an intercom solution for a medium sized office building. Ideally what I need it to do is have two intercoms on both sides of a locked door be able to communicate with each other, as well as paging a phone group using our PBX system when no one is available at the door. Some of the products I’ve found are the Fanvil i10/i10V/i10D mini intercom systems, but I’m not sure if it’s possible to make two of those communicate with each other. I have no experience in this realm so any advice or suggestions are sincerely appreciated. Thank you very much

How long does it take to get a response from Intercom support typically? I reached out to the chat bot with an urgent issue, and it said someone would look at it within a day. It’s been over 24 hours now with 0 response. The chat tells me, helpfully, that my message is “Not seen yet.”  Is there some other way I’m supposed to get support? 

I see that the base plan includes 1,000 guided users using our product tours. But what happens when we exceed 1,000? I can’t seem to find any pricing information around what it looks like at 2,000, 5,000 or 10,000 guided users in a month?

Hi folks, I want to submit the sitemap for my Articles to Google, where is this? I presume it exists? Thanks,Tom

I’ve been creating emails with dynamic variables but only seeing People Attributes and App/Author Attributes + Events. But I can’t seem to find a way to add something like:© {{ current_year }} My Company Inc.On the end of my email templates. Is this possible to do? Thank you for your help.

 Platform - Mobile app flutterWe identified some key drops off points during our onboarding and planning to trigger chat or carousel when the user spends around 1 minute in that checkpoint.Alternatively if the user left the app , we need to send a push notification from intercom to re-engage them during the onboarding. For this we are trying out Series in Intercom ,We configured it to open a carousal when the user visits a page (eg - settings page) It worked perfectly. But when we introduced a wait block for 1 minute we didn’t get the carousal. We waited for 1 minute and the carousal did not open. Link to the series we created I have found out in the community post that even though we put it as 1 minute the next block will be executed every 15 minutes and thats why the delay is. So our requirement is like this , if a user stays in a page for more than 1 minute we have to trigger the carousal or chat to offer them help.   

Hi, Is there a way to find the ticket type ID from the Intercom platform? I.e. not needing to use the API? I need this ticket type ID to trigger the showTicket method. I’m still quite new to the platform so apologies if I have my terminology incorrect. 

I am currently developing a Flutter-based application and have integrated Intercom to provide customer support. Our team has encountered a specific requirement where we need to offer proactive assistance to users who spend more than a minute on a particular page, potentially indicating they are facing difficulties. We identified Intercom's proactive support feature as a solution, but it requires setting up a time delay based on user navigation routes.However, we are facing challenges in implementing this within the Flutter environment. Our initial attempts involved using events to track user time on pages, but this method hasn't yielded the desired results.I am reaching out to the community for insights or suggestions on how to effectively implement this feature in Flutter. Is there a way to track the current page a user is on, along with the duration of their stay on that page, using Intercom's features or any alternative methods? Any guidance or advice on this matter would be greatly

Google Bard suggests that the presence of “X BeenThere” header, even though it’s deprecated, signals to email systems that the message is looped. Is there an effective way to tell Intercom to ignore this header and allow email through?

I need to give support to the user by opening intercom chat if they are staying on a page for a minimum  of 2 min. How can I do this using the intercom.We have a flutter app.