Fin Product Area

I am trying to integrate JIRA for Cloud with my Intercom Inbox. However, once a JIRA ticket is created, it is not getting linked to the Inbox panel. I manually added the link as well and it says in the note that the linking was successful - still do not see anything here.Am I missing anything? 

Hi All, How do you all work around the guidance limitation of 100 pieces of total guidance? We have the opportunity to consolidate some guidance, but because the bot is used across multiple teams with different workflows and channels, this limitation will hamper us. Is there a way to increase the limit?  What alternatives do y’all use to guidance to achieve the same outcome?  How many pieces of guidance do y’all have? Thanks!Afton

I have a very simple use case. I want Fin to ask for the Project and the Organization before it escalates. For some reason, Fin continues to frame it like this:“Would you like me to connect you with a human agent to assist further? Or if you provide more details about your project and organization, I can continue to help you.”No amount of escalation guidance refining is working. Fin should be able to handle this, no?   

I have one other question about attribute data and existing reports.Namely: Why are not all attributes available to add in the reports? In some cases we would like to export the drill down of both conversations and tickets, in this drilldown it's possible to add certain attributes as extra columns, but not all attributes are available. Why is that?Is there a work around possible? Or a setting you can change to make this possible? 

Hi everyone,I’m unable to send any WhatsApp message to one specific client. No matter what I try to send, I get the error: “Something went wrong, please try again later.”The client has been waiting for a reply since yesterday, and they also just sent another message a few minutes ago, which I still cannot respond to.I also tried starting a completely new conversation and sending an already approved template, but the same issue still happens.Has anyone experienced this or knows how to fix it urgently?

Hopefully I can describe this as simply as possible to see if this is expected or if anyone has run into this.I have an escalation rule set and live for audience A. I have batch testing setup in the test section and for each batch I set an audience B-H, one at a time or a single one (doesn’t matter). But batch testing is never tested as audience A. For any batch test that I run for any audience B-H, the escalation rule is triggered, meaning that it automatically escalates so that I cannot test my content or other guidance. I must turn off escalation rule for Audience A, test in the batch section as Audience B to get my answers, and then turn on escalation rule for Audience A. This does not seem like desired behavior.If I just skip the batch testing and test directly in my product via the messenger, the Escalation Rule is not triggered and works properly.Does anyone know what could be causing this? Is there another setting I am not aware of?  An example of escalation rule being turned o

I have a workflow set up as follows:If the customer has been unresponsive for 30 seconds → Snooze (4 hours) → Closing message → CSAT → Close.The issue I’m facing is that when the snooze timer ends, the conversation is assigned to another teammate (e.g. Bryan) before the closing message and subsequent actions are triggered.For example, Anthony handles the conversation for 10 minutes and then snoozes it. When the snooze ends, it gets assigned to Bryan (because Anthony at assignment limit/ away status). The bot then sends the automated closing message and completes the closing actions. As a result, Bryan’s handling time shows as 0–10 seconds (depend how long it takes for the bot to take the subsequent actions), even though he did not actually handle the conversation. However, he is still included in the report because the conversation was assigned to him. This impacts his handling time metrics, as the average is calculated based on total conversations.I have tried adding an “Assign to Cat

Our confirmed resolution rate is between 6-7% usually and our assumed resolution rate is near 60%. Looking at the conversations, I would estimate that 1/3rd at least of the assumed resolutions represent a correct answer and our clients are just not clicking the “Yes that helped” button that would mark it as a confirmed resolution. My experience with bots is similar, I rarely give bots feedback, because I know its not human. Any tips or methods that you have tried that increase clients use of the confirmed resolution? 

We have 100+ physical audio technology products (along with manuals for all of them). Additionally many of them have similar names. First, we need Fin AI to differentiate these products. Second we need to have Fin AI be able to do troubleshooting and give product recommendations. What would be the best practice for getting Fin AI to differentiate our products, and not make any up.Additionally, for troubleshooting, are we best off letting Fin-AI just try to handle it, or should we create procedures that run customers through their problem. Let’s say we choose procedures, how should I make sure Fin AI uses the relevant content (correct manual) for every device? 

Is there a Preview API endpoint for creating Custom MCP server connectors (not individual HTTP data connectors)? Is it on the roadmap?

Would love to see a  way to integrate the Country specific calendar for automatic holiday setup?  Right now, holidays have to be added manually, so having a built-in or sync option would make this much easier.

Hi,I have written a data connector that will clear all logged in sessions from our own system. This works fine and fin uses it correctly based on the description in the data connector.However, since this will log the customer out, is there a way to get FIN to ask the user for confirmation before running the data connector?Example conversation:Customer: I cannot login, the phone app keeps trying to login, failing and going back to the login prompt.Fin: OK, I can try clearing our data cache, this will clear all logged in sessions? Are you sure?Customer: YesFin - *runs data connect* - can you try logging in again

How are y’all translating your articles?We just launched a Korean brand, and need our help center translated. I spent some time looking in the new “Knowledge” area, and was very disappointed in the lack of “Copy content to” options, or just duplicating all of the english content into the KR translation as a starting point. Even copy-and-pasting from the backend knowledge area was not usable and scalable for the help center. Am I missing something, or is it really this difficult to copy existing article content into a translation to be translated?

We setup a regular sync between our IC instance and an external website for industry-specific content/context. Filtered URL's to be specific to the pages we wanted, but it still resulted in nearly 25k+ pages being ingested; many of them were repeats/duplicates.Since then, we've attempted to delete/remove the source from the Knowledge center pages with no success. It appears to still be going through regular syncs of new content and never fully removes it. When asking Fin, they suggested it would require API intervention. Requesting assistance to have it fully removed.  

Hello,Based on the documentation (https://www.intercom.com/help/en/articles/3894-using-intercom-with-content-security-policy), it appears that both unsafe-inline and unsafe-eval need to be added to our Content Security Policy in order for the JavaScript widget to function.From a security perspective, this raises serious concerns, as it increases the attack surface. Our reporting endpoint shows that unsafe-inline isn’t actually required by your code, but unsafe-eval is being triggered in the vendors-app-modern.js file at the following line:var mod = eval("quire".replace(/^/, "re"))(moduleName);Is there any way to eliminate this eval call? If not, we may need to reconsider our use of Intercom due to these security implications.Best regards,Salim

May I know how to configure the URL for Reply in our Messenger button? Currently it is not working for me when merchants click on that button.

How to reset 2FA for other teammate?

We've been using Fin for about 6 months and genuinely love it — but the analytics drive me crazy.I can see our resolution rate is 71%. Great. But when my manager asks "why isn't it higher?" I have nothing. Which topics is Fin struggling with? Did that KB article I wrote last week actually help? No idea.We ended up exporting conversations manually and doing our own analysis in spreadsheets, which is... not ideal.How are other teams handling this? Are you just accepting the top-line number, or has anyone found a good way to actually dig into where Fin is failing?Would love to know if there's something I'm missing in the native reporting, or if everyone's just cobbling something together.

It’s the second time I encounter the same pain-point at a company: keeping our help center’s articles accurate as our release cadence accelerates. Our doc is becaming outdated. We create new articles for new features, but we’re always lacking the resources to update existing content impacted by those changes. That’s problematic because our product is available on iOS, Android, and the web, with small but important differences across platforms. To make things even worse, we are based in the EU and support three languages. The discrepancies between these languages became substantial, leading to increased support tickets…

We are looking to setup that certain users are only allowed to edit internal help articles but not general public help articles. Currently you can only set permissions for all article editing, not just certain articles or collections. This would allow our support team to update the internal articles they use for supporting end users via Intercom without disrupting the end user help articles carefully crafted by our Marketing Team

When a tour step's "click target" is a button that opens a modal (Radix UI Dialog), the tour doesn't advance into the modal. The next step's target lives inside the modal, but: Clicking the tour tooltip after the modal opens dismisses the modal (treated as outside-click). The modal traps focus / sets pointer-events: none on <body>, which blocks the Intercom tooltip from receiving clicks. Is there a supported way to: Have a tour step target an element inside a modal that opens dynamically, or Pause the tour, let the user open the modal, and resume on a target inside it? Our targets already use data-intercom-target. Tested on the latest Messenger.

Curious how others are approaching Monitors and scorecards in Intercom since the release. What types of conversations are you flagging? How are you structuring your scorecards? What criteria are you using to evaluate performance? How are you using the results once you have them?What’s been genuinely useful for your team so far? 

Hi! I was wondering if anyone has insight into what a good resolution rate for Fin would be? I know the marketing site for Fin says “Resolve 50% of your support questions instantly” - but is 50% the average that we should resolution rate that we should be seeing? We only just started our trial but are preparing support goals for the quarter and I’m not finding any information about this in the Help Center. I would love to hear Intercom’s thoughts on what they see across their own Fin averages or an average across all companies who use Fin, but it would also be helpful to hear from anyone who may have insight into this for their own company. Thank you!

I have successfully been able to integrate Product Tour for most of the platform. However,  have a section within my platform where a workflow needs to be completed by the users.The workflow comprises of 4 steps and it’s a wizard style experience. all the 4 steps have the same URL and just the content on the page changes upon completing a step but the URL remains same.Issue: The pointers which are meant to appear on the step 2 of the workflow appears on the Step 1 itself. The CSS elements are not visible on the Step 1 but still the pointers appear.I have tried attributing the HTML with intercom <div> as well, the buttons are even highlighted in Pink within the tour editor after the attribution. It means the attribution worked, Despite this, the pointers appear on Step 1 instead of Step 2.  

I believe Fin is great when it answers from connected docs, but it gets a lot better when it can see what happened before the user opened chat. I am looking at three ways to make it more proactive:page/URL targeting in Workflows event-based triggers and real-time session context written into internal notes The real difference seems to be whether Fin only gets a trigger, or whether it also gets the product activity that explains what the user was actually trying to do.Curious how others here are handling this: Are you using URL rules, events, or session notes? What’s been most effective in practice? Any tips for keeping the thread readable while still giving Fin enough context?