When configuring Fin under Settings → Channels → Messenger → Conversations tab → "With Fin," selecting the recommended option "Set AI Agent expectations" automatically inserts the subtitle "The team can also help" beneath the workspace name in the Messenger conversation header.
This string is currently hardcoded — there is no way to edit, replace, or remove it anywhere in the Messenger or Fin settings.
We'd like to see several customization options for this text:
1. Custom text — the most important one. Let us provide our own wording so it matches our brand voice and support model (e.g., "Our support team is here if you need a person" or "Ask to speak with our team anytime").
2. Keep the default — workspaces that are happy with "The team can also help" should be able to leave it as-is with zero extra setup.
3. Hide it entirely — a toggle to remove the subtitle for teams that don't want a second line in the header at all.
4. Per-language customization — the custom text should support Intercom's multilingual settings so each supported language can have its own version, just like other Messenger strings.
5. (Nice to have) Availability-aware text — the ability to vary the message based on office hours or team status, so we're not promising "the team can also help" at 2 AM when no one is online.
Suggested implementation: an option set within the "Choose how Fin sets expectations" section — Default / Custom text / Hidden — with a multilingual text field when Custom is selected. This would mirror how "Start conversation button text" is already editable directly below this setting, so there's an existing pattern to follow.
Thanks for considering!