Fin Tips from Expert Users

Hi Intercom team 👋,I’m currently setting up our Help Center and testing different layouts for the collections.At the moment, in the Grid layout, the collection icon is always displayed above the collection title. I’d like to achieve a layout where the icon is positioned to the left of the title, similar to a horizontal “card” or list-style layout, while still keeping a clean, visual overview of collections.I know it’s possible because I saw it on a help center made with Intercom. I’ve tested:Grid, List, and Minimal layouts Different icon formats and sizes (PNG, SVG, high resolution) Various Help Center customization settingsHowever, I couldn’t find any option to:change the icon position (top vs left) control the structure of collection cards beyond the default layoutsMy questions are:Is the icon position for Help Center collections fixed by design? Is there a

Hi everyone!Hope this isn’t too off-topic. 🙂I recently discovered that it’s possible to connect Intercom directly to ChatGPT (at least with a Business license), and I’m really curious to hear how others, especially smaller support teams like ours, are using it to save time and work more efficiently.I haven’t had much time to dive deep yet, but I’ve started experimenting. So far, I’ve used the connector to scan recent conversations and surface common feedback patterns or recurring issues. I’ve also used it to gather feedback on specific topics. Another helpful use case has been content updates: when we launch a new feature, I can ask ChatGPT to review our help articles and point out where information needs to be updated.I’d love to hear how others are using the Intercom → ChatGPT connection. Any workflows, prompts, or clever tricks you’d recommend?

Discover  how to Use Fin Attributes for Escalations in Workflows & Tasks from Intercom Community Top Expert ​@Nathan Sudds 💡  

📊  When Your Data Doesn’t Tell the TruthHow Fin’s AI Categorization Turned Messy Data into Clarity Every CX or ops leader knows the feeling. You pull up a report, and at first glance the numbers look fine. But something feels off. The story in the charts doesn’t line up with the reality on the floor. The problem isn’t the report—it’s the tags feeding it. When tagging is inconsistent, the data turns unreliable. And unreliable data makes reports lie. That was the bind this team found itself in. They needed to spot product issues early—like which models were most likely to crack, which parts kept showing up damaged or missing, or which shippers were the least reliable. With that kind of clarity, they could protect revenue, get ahead of problems, and spare customers unnecessary pain. But with inconsistent tags, they weren’t seeing the full picture. The pivot: Stop Wrestling with Tags. Start Tracking Reality 🔁 Here’s th

Hey everyone — curious to learn from other teams here!We’re building out a Case Closure Data Model as part of our Intercom + Fin AI rollout, with the goal of turning every resolved ticket into AI-ready data for automation, prevention, and knowledge training.Our current thinking includes adding structured closure fields like: Technology / Sub-Technology Problem Code / Resolution Action / Root Cause Repeatability / Escalation / Customer Effort KB Linked The intent is to improve data quality, reduce “Other” categories, and help Fin identify repeatable automation candidates over time.I’d love to hear how others are approaching case hygiene at closure: Which closure fields have been most valuable for your AI or reporting goals? How do you

Cross-post from other group, but…...Loads of new features, some AI capabilities complimenting/replacing legacy features and many terminology updates. The Intercom glossary is being updated daily, but after some recent Intercom partner training, felt it worthwhile to post some of our notes on the Intercom Lexicon for those that are new to the platform or about to explore Fin. Check it out here: https://www.journeymapper.net/blog/intercom-glossary-101