Fin Product Area

Hello! We would love to be able to set a "verification interval" for our help articles. We use this feature in Guru and it's very useful for keeping our internal knowledge base up-to-date. It would be even more useful for our Intercom help articles, since we want to be sure we're providing customers with accurate information. Thank you!

Right now we’re trying to improve engagement with a segment of our customers who have access to chat with our team. After asking FIN a question, they can select the standard “get more help” reply buttons and they’ll be connected with our team. However, we’re seeing a lot of people drop off after asking FIN a question. They’ll get a question that appears unhelpful and will go submit a ticket rather than live chat with our team. We want to help get those users connected with our team rather than dropping off after FIN and submitting a ticket. Curious if there is anyone here who has ideas or has worked through a similar problem! Any insight would be appreciated!

why there is no inbox rule in my inbox settings? is it because there is not so many teammates and chats in my workspace?

The language in our workspace is English but when I create and send emails, the Powered by Intercom in the footer is in Chinese. How can we switch it back to English? Thank you

Hi there! Is there a way to change the some of the automated responses from FIN? Currently my responses look like this   I want to change the last two messages. Is that possible?

We have conversations that will start on our pricing page, but we’ve noticed existing users visiting that page first then logging into our product, and the message will follow them unless they close it. Is it possible to add a rule to a workflow to close the message if they visit certain page? While we exclude users from getting this message, sometimes leads/visitors are actually users and we don’t know until they login to the product, which the message follows them through.

Hello there,For a few technical reasons I plan on using a homegrown email dispatcher to send emails to users for onboarding purposes. I was hoping to set up a Series with various triggers to help with this, but instead of using Intercom to dispatch the emails I want to use webhooks and use our homegrown email system. Is that possible? Are there limitations I should be aware of?  There will be many email ‘types’ that I will be sending out depending on the conditions met. Is it possible to include an id of sorts that pairs the the step in the series with the appropriate email type? 

In a web app, I would like to show custom questions, based on the page they are in. This question is similar to this As soon as the question is clicked, the same is passed on the the agent, and they can start the conversation. Is this feature available as of now? Thanks.

How can I export CSAT remarks? I’ve tried everything.

Hello,I am trying to integrate Intercom into a project built on uno platform (C#), but Intercom's chat is not working correctly. I carefully followed the steps indicated here, but without success.The error message I receive is as follows: "[Intercom] Failed to register or update user: Unable to resolve host "xf67****-android": No address associated with hostname" (applies to both Android and iOS).  As indicated in the guide, I made sure that the app has the following permission: "android.permission.INTERNET". What can I check or do?Thank you, I await your feedback. 

I would like to send an email to users who meet a certain criteria. The trigger is event based: 3 weeks after the users first upgraded to premium. I have Stripe integration, but I'm not sure how to set this up?

Hi we’ve just installed messenger in another subdomain and we are noticing since this has been installed we are getting notification delivery issues to group emails. Is there something about messenger that stops these or is it just coincidence.

We receive feedback and requests to our direct emails, on phone calls, through text messages, and in Slack. We are starting to use Tickets in Intercom to keep track of the requests so we can easily send out emails through Intercom to whoever specifically requested something. The problem is: if my coworker heard feedback from a customer and shares that with me in Slack, it’s odd for me to open a conversation with the customer in Intercom. I’d like to create the Tracker Ticket type of “Feature Request,” and link the customer to the specific ticket without having to jump through hoops or send an awkward email from Intercom like “Hey, I know you spoke with my colleague and you don’t need to reply to this, but we’re on it!” Especially if it’s for a feature request we know we aren’t going to have bandwidth to get to for at least 3 months.I would love to know how y’all are managing this.

Hello,I would like to express a concern of mine. I am trying to use the conversational rating system for my company support but how our support works is that every time we get a new ticket on unassigned we respond and close and wait for the ticket to be re-opened by the user with a response but the conversation rating shows up way too early before the ticket is actually completely solved, what can we do about this? I want to keep using this feature but there must be some solution.

Hey all! I was wonder if it’s possible to open a chat directly from a button in an article and to have a workflow identify which article the customer came from? Speaking from a Mobile app experience.The desired goal here is that when a customer opens a specific article from their Mobile App, the article presents the information and essentially let the customer know that support will need to assist with this issue. A contact support button will be present in the article they can click. When the customer clicks this button, it would open a chat automatically and we would have a workflow recognize that the customer came from this article so they’ll start going through this specific workflow right away instead.

If Fin CANNOT answer a question, can it shows a editbox and ask the visitor for his email, after the visitor input the email and click “Submit” button, the conversaion will be sent to an email address automatically?

Hi,On proactive web chat message, I have choose “let Fin respond” but it only says time to be responded. Is it possible to answer to customer? is it possible to ask for email when nobody answer? and “continue on WhatsApp”?Thanks

What kind of question I can submit?

How  can i a adjusting SLAs for peak hours, lunch breaks, or outages. 

Hi,As a company, we have been using intercom for some time. We have now reached the point where we also want to set up all inbound e-mail.A short introduction to our company. We use intercom to contact our 20,000 delivery people who distribute for us every week.In addition to chat support, we now also want to have incoming emails picked up within intercom by our various teams.Teams are divided into regions and there are different functions within the region.We would like to have incoming mail arrive in a regional inbox by region. We would then like to have a division within this teams inbox with different sub inboxes.We are going to segment our users in intercom into regions.I want to be able to apply rules to the general email addresses so that they end up in the correct team inboxes, but preferably also in sub-team boxesSo my question is actually whether this is possible? I hope the image below helps clarify my story 

How do I make sure a tooltip only shows up after a user has completed a product tour on the same page? 

Hi,The situation is like this.We have a page that is already integrated with Intercom web chat. I would like to know if there’s any way that we can enter this page by URL with some query parameters, and the chatbox can automatically show up and prefill with the specific wording.  Thanks in advance!!

Hi, i saw in this article here that you should be able to see all edits made, check every version etc, but im not being able to click the versions or see the edits, is there a way i can solve this? I saved a version and it didn´t actually saved and i can´t see the edits :/

It seems that now the rating is being sent after a conversation is closed after 7 days (without any reply from both sides) . Have you done any recent changes in regards to this? 

 It shows me an error message: An error occurred while loading your conversations. I tried reloading my page, opening in incognito, restarting my device, to no avail. I have intercom on my phone as well, and it’s working there. Help please. The error on my Help Desk inbox