Fin Product Area

There should be a way to separate all back-office tickets from customer-facing conversations in the support queue. Ideally, they would have their own dedicated section in the Intercom dashboard so they don’t appear under the “All” tab, since these are not customer-facing tickets.

After starting a conversation or sending/responding in an email thread within intercom, is there a way to see it actually in the “sent” folder within outlook? I feel as though I cannot confirm if all my messages are actually being sent or leaving from my email address. I don’t like not being able to access outgoing messages from within outlook if they're sent from intercom but using the same email address..? Does anyone have any insight on this?

At present Fin has a wide gap between confirmed resolved conversations and assumed resolved conversations. Our Help Centre articles are updated, it’s usually regarding more complex or personalised queries. Whilst some of the assumed resolved conversations are resolved, a lot of them are not. Is there a way to add in another follow up from Fin to check the resolution state and thus giving the user more time to respond to these. Moving forward it could be helpful to have inactive conversations to be escalated to a teammate so that the 'Assumed resolution' conversations can be automated within a workflow. From what I’ve been looking into it seems that a workflow on a customer being unresponsive can only start after a teammate reply rather than from a bot reply. When trying to set this up as an Attribute to route assumed resolved conversations to a teammate Fin just seemed to pass conversations along without trying to resolve them first.Any advice here would be appreciated - thank you!

A customer would reach out about a partnership and our Fin would rightly answer and suggest the customer reach out to partnership@, how sometimes the customers would then CC that email in the current conversation and Fin would not stop replying to both the customer AND someone from our company which looks bad. Is there a way to have Fin stop replying to the conversation if a customer CCs someone else? The only path I can think of is an escalation rule that would route to a human whenever someone asks about ta partnership, so Fin won’t even answer. 

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Using Intercom as a wishlist Our team is looking for a way to collect feature requests and feedback from our users. We have used third-party apps in the past, but we want to stray away from them for a number of reasons. My idea is to use Intercom for this. Our users would be able to select an option 'I have a wish/feature request' and build a workflow around that. My question to the community is: does anyone have experience with this?  I am looking for tips, best practices and advice. The most important key points are:Convenience Users should easily drop their ideas with our team Overview Ideas/feedback/requests need to be grouped and segmented Automated Minimal teammate interference. Fin and automations should do all the work Public roadmap and public ideas are not what we're after.Open to your suggestions 😄

I am using a translation tool to write this text.I would like a feature that sorts the Help Center articles in ascending order, from top to bottom, by publication date.The chatbot gave the following response:Currently, there are no plans to implement a feature that automatically displays collections in order of publication date within the Help Center.Currently, the only way to sort items within a collection is by manually rearranging them using drag and drop; automatic sorting (e.g., by publication date) is not possible.

We are starting to sell to a number of customers in the FedRAMP space. Intercom is not currently in the FedRAMP marketplace. Any chance that this will change soon? I really don’t want to switch to a compliant platform, but I know that a direct competitor has a gov cloud version that we could use.  

I have converted my Conversation attributes for issue types to Fin attributes using the UI workflow. I have an “Other” attribute set with the exact wording that Intercom fin suggested in case it couldn’t detect any of the others from my descriptions. I have them enabled for all audiences. I have a very simple workflow that starts with a user typing and branches to Fin answering. The audience is ‘custom → logged in users’. → What brings you here today? Let customer type → Let Fin handle → If escalated show reply time. When I send fin a message it finds the correct articles and guidance, but there’s no indication it’s detecting any of my attributes as the conversation log does not show the event and the attribute is not set on the conversation details panel. I turned on Urgency attributes to see if it would detect those as a test and it is not detecting them until the ticket is closed, which I think defeats the purpose. But at least I can see a log of when it detects it and it’s setting

Notice that I'm unable to resize this image by entering the new dimensions until I've first selected one of the resize arrows from the toolbar, at which point I'm able to type in the values directly.  

Is it possible to resize images in the knowledge base articles?

Hello,We’re experiencing an issue when using showNewMessage with a pre-populated message.After the page and the Intercom widget are initialized, we call showNewMessage. However, if the chat widget has been opened and then closed beforehand, the chat opens without the pre-populated message. In contrast, if the widget has not been opened prior to calling showNewMessage, the message is correctly pre-filled and everything works as expected. Could you please help investigate whether this is a known issue and if there is a recommended workaround or planned fix? Thank you for your support!

We utilise auto translate in workflows, and on welcome, we share a message and offer the visitor options to select based on why they contact us, these selections in turn determine the path of the flow that is followed.  The issue is, The welcome message itself is sent in the detected language (browser or location, however this is being picked up), but, the choices (buttons) are displayed in the workspace default language, which is English. This means that we are contacted from say a Spanish or German customer, we send a localised welcome message, and present the options in English, this makes no sense.  Other than setting up individual workflows per language, is there a way to resolve this, if not, I would suggest that the same logic is followed for button translation and those are sent in the same language as the welcome message at the very least.  From research, the button translation comes once the language attribute is “locked in” by FIN, but that doesn’t seem to make much sense to

It appears that the Apple icon on users’ messages has now been switched to a phone symbol; Android remains the same. Is this a glitch or a permanent change? Just checking, as the Apple symbol was helpful in quickly recognizing the OS of our users. 

Please make this possible.

It would be very helpful to be able to open a preview view of an article before pushing publish, just to be able to check formatting, spacing, etc.While I know the Intercom editor is set up to be WYSIWYG, it still is slightly different because you don’t have the interactive Table of Contents in the draft editor, the spacing is sometimes slightly different, and you can’t see how the breadcrumbs across the top will populate. Nor do you get a picture of what the final URL will be, which relates to this similar request: Draft View or Preview View of Help Articles.  

Hi Intercom Team 👋🇬🇧, ℹ️ Feature Request: ✨ AI-Powered Semantic Prioritization & Smart Sorting 🤯 The Problem: Chronological BottlenecksCurrently, conversation sorting is limited to chronological or rigid SLA-based metrics (e.g., "Last activity" or "Next SLA"). In a high-volume environment with 30-40 open chats, this "dumb" sorting treats a simple "Thank you" with the same urgency as a "System Down" emergency. Agents waste significant mental energy manually triaging lists to find critical issues, leading to burnout and delayed responses for high-value customers. ✍️ The Solution: Semantic AI SortingWe propose adding a ✨ AI Priority sorting option to the conversation management dropdown. This feature would utilize a "Middleware Triage" to analyze the intent and sentiment of every incoming message in real-time. 😇 Dynamic Triage: The AI automatically identifies and bubbles up frustrated users or high-intent leads (e.g., "Payment failed" vs. "Just checking in").✅ Seamless Integratio

Hey all,Fin just let me know that data connector fields can’t really be used in a workflow- only through a procedure. I can run the data connector function through a workflow, but then I can’t actually access any of the fields that data connector found to further the conversation. The answer Fin gave me is that this can only be accessed via a procedure.Is this the case? If so, I don’t understand why this functionality would be locked behind Fin procedures- there’s nothing fancy going on with this API call that requires AI.   

Hi, Presuming this is not possible but it doesn’t hurt to ask! We currently have 2 separate websites set up with the same messenger brand, same workflows etc. However, in the near future, we need to change the messenger brand on site A. Once this is done, it means any conversations started on the Site A messenger will not be visible if the customer clicks on to site B mid-converstion, and vice versa. Does anyone know of any way around this? We want the actual messenger experience to be seamless, it’s just the branding that needs to be different.

I’m using series to promote webinars / events. Such a series won’t be relevant after a specific date. I can set a date to stop a single email or post from being sent out, but not pause a series? Please provide this feature so that I don’t send outdated information out to customers if I forget to manually pause a series.

Right now, the ‘Call missed by …’ detail only shows in the conversation event log (when enabled), but it can’t be used as a reporting dimension.Please add a reporting attribute so we can chart ‘missed by teammate’ and see how many calls each teammate missed in a period (e.g., this day, week etc), instead of it looking like the person who answered missed them.Currently if i use the reporting metric “Team Missed Call Count” then use any of the graphs other than “KPI” it is listing the person who answered the phone call as the person who had missed the calls on its way to that person.

In the instance where you have resolved a clients original question, and they reopen the ticket after a number of days/weeks with an unrelated query, what is the most efficient way (least number of clicks/typing) to take their latest query and have this log separately?The advice from before () seems outdated as Linked tickets are now grouped into Tracker, Back-office, or Side, which this doesn’t seem to cover (unless I’m misunderstanding the use cases).Thanks!

Has anyone experienced different responses when using batch test over preview? I feel like it does not have access to my full configuration like its persona. For example, I have renamed my Agent, but it will still refer to itself as Fin.

We're using the Fin AI Agent on a Shopify store with only light integration to Zendesk (mostly using Fin to handle customer questions about our site, products, and policies via chat—no complex workflows or heavy ticketing yet). We have thousands of products in our catalog, and Fin keeps randomly suggesting or highlighting specific ones (e.g., naming a particular brand/model like "Check out the XYZ-5000" or "Look at this popular option from Brand A") while completely ignoring hundreds of other equally comparable alternatives. This leads to unbalanced, unintended recommendations that we don't want at all. I’d rather have them do their own search than be directed to several random options vs. the hundreds fully available, FAILED  I've tried instructing "Guidance" not to do this in every possible way to block this:Strong overrides like "CRITICAL RULE - OVERRIDE ALL OTHER INSTRUCTIONS: NEVER mention/recommend..." Direct "YOU MUST..." commands with ALL CAPS emphasis Concrete examples of acce

Hello team,Do Intercom have to option to change the sound for the ring when receiving the phone calls?Thank you