Fin/Intercom encourages its clients to make these elaborate workflows, but I see a huge missed opportunity whenever I’m branching off and allowing Fin to handle.
Currently, each “Let Fin handle” instance in a workflow can be customized with a select few traits. You can enable Sales agent vs. Service agent, for instance, or you can customize how long a conversation stays open before Fin closes.
However, one thing users can’t customize is the content that Fin serves up during a specific path.
The idea: Allow users to customize each “Let Fin handle” instance with specific Collections or Help Centers. If a user chooses to go down the subscription management path, limit content to just the subscription management Collection. If a user goes down the “Help with Product A” path, limit content to just Product A.
Why it matters: The functionality would dramatically improve our ability to personalize the Fin experience based on the user’s intent. Right now, Fin throws all content at the user, regardless of which path they take in a workflow. It makes open-ended workflows seem pointless -- each “Let Fin handle” results in exactly the same experience. I’m positive that this change would help us (and other clients) improve resolution rates and derive more value from Fin.