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Setting Brands in the workflows

Related products:Knowledge & Help CenterWorkflows
  • June 12, 2025
  • 5 replies
  • 212 views
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Brands can only be associated with email addresses or URLs, but what about if you know someone is contacting you in your general help center, about a specific brand, and you want to set that brand for that messenger conversation? 

At the moment is not possible, it would be extremely beneficial for companies that have different brands, and different help centers for each brand, this way we can make Fin understand which is the help center he needs to use to reply to the customer’s queries. 

5 replies

  • Clara Sommer
  • New Participant
  • March 23, 2026

We absolutely needs this feature as well!

    • Harry Spence
    • New Participant
    • April 10, 2026

    100% need this feature for multiple brands, and across Slack

      The ability to set brands in workflows would be a huge help!  There are situations where members of the team need to monitor this manually which causes a lot of work/incorrect responses to end-users.

        Nikki McLaughlin
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        YES PLEASE . LightBox needs this.  We have over 10 brands, it’s getting hard to manage everything I need to change when I create a new brand.  Setting the brand in workflows would make our lives so much easier! 

        Intercom Team
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        • RainshowerIntercom Team
        • Intercom Team
        • October 8, 2026

        Hi Luis! Reina from Fin’s technical team here!

        Yeah, this is a real gap (for now). You can use Brand as a condition to branch in workflows, but you can't set or change the brand on a conversation through a workflow, macro, or API. It has to be done manually in the inbox, which obviously doesn't scale when you're managing multiple brands through a single help center.
         

        For Fin specifically, I believe that the recommended approach is to use Fin Audiences with a brand attribute condition (like "Brand is X") so Fin pulls from the right help center content per brand. That said, it still doesn't solve the core problem of automatically assigning the brand in the first place when the conversation comes through a shared channel.

        Regardless, I do believe that this is on the radar of our product team! So fingers crossed it’ll be added down the line.

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