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🎅 How to prepare your Fin AI Agent for Christmas 🎅

20 days ago

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Rick ANew Participant

Office hours conversationsSubmitted

That would be good to have an option to select how many new inbound conversations are coming up to Qs within and outside of working hours. I’ve set up a workflow when customers opens a conversation in messenger → talks with Fin and if customer presses Talk to person there is a branch for working hours, and its outside of working hours customer will receive a message. In a custom report I can select a heatmap with how many new conversations came up by hour, but I have to calculate a total number outside of working hours manually, which is not efficient considering how much efforts you’ve made for reporting in the last months 😻

Maike Roger Martins FlyERPNew Participant

Highlight conversations betterSubmitted

Develop a distinct sound alert for unassigned conversations, separate from other platform notifications. Additionally, the corresponding field should continue to flash until all unassigned conversations are assigned correctly. Currently, our operators do not always notice unassigned conversations. Although there is a numerical indicator for these conversations, it can often go unnoticed. The sound alert is a useful tool, but as it uses the same tone as new messages and other platform notifications, it cannot effectively highlight pending conversations.

Vetal SloterraNew Participant

The ability to move the customer support widget in the mobile version is requiredSubmitted

Good day! As we can see, for the Desktop version, a solution has been implemented to move the widget for customer support interaction, and we can set the widget's position anywhere relative to the right or left corner. For the mobile version, Intercom only provides the option to place the widget in the lower corner, either on the right or left.I believe it is essential to have the ability to move this widget pixel-by-pixel in the mobile version, just like in the Desktop version. Could you please let me know if this solution is already being developed?

Paul van OorschotNew Participant

Search of blocked users via UI or API, to be able to unblock them and review statusSubmitted

find or retrieve a list of blocked users via the Intercom UI via search and/or via the API. The only method to access blocked users is by manually scrolling through your block list in the Intercom UI and clicking 'load more' until you have viewed all your users. This is impossible and often you have to search for a specific user to unblock accidentally blocked users. Also it will greatly reduce workload for intercom support, as we now have to create tickets each time.

Nate E.Connector

Make Call Recordings & Transcripts Available to 3rd Party AppsSubmitted

We use EvaluAgent for our Quality Program and enjoy the integration between the two systems. However, today phone calls and transcripts are not available for EvaluAgent to transition over via this integration. They have stated that Intercom has not made this available yet. It would be immensely helpful if this feature could be added. @Gerald Prado @Arlene Trompczynski

LogapriyaNew Participant

Unlimited outbound frequency and scheduling messages sent per daySubmitted

I would like to implement an outbound rule for cases where users attempt to make deposits on our platform using any available payment methods. If these deposit attempts fail, the users should receive an outbound message notifying them of the failure and to offer help on the deposit issue.Currently, the system only allows a maximum of 1 outbound message per day. However, I need the ability to configure unlimited outbound messages per day. This is necessary because users often try to deposit funds using multiple payment methods, and the likelihood of experiencing more than one failed deposit attempt in a single day is high. Therefore, the system should be able to send a notification for each failed deposit attempt without any daily limits.

josieloNew Participant

Have UK/US English as a translation language option on articlesSubmitted

Hello Intercom Community! Would anyone else find it useful to be able to select either US English or UK English as a translation language when creating articles?I’m in a bit of a pickle - our main customer base is in the UK so our Help Centre is written in UK English. More recently, we’ve expanded to the US and have had to duplicate all of our UK English articles and swap UK English words and phrases for US English. This has created a huge mess in our Help Centre as we now have duplicates all over the place, making updating or finding the right articles a nightmare. We remedied this by creating a separate US Help Center (and adding audience rules) but now we’ve run into issues with Fin only being able to pull information from one Help Centre (which needs to be our UK one as most of our customers are there - leaving US customers reading UK English terms and names for features). This would all be solved by having US English (or UK English, it doesn’t really matter which way round) as a translation language you can select when creating an article.

Cecilia Bjerring KnudsenNew Participant

Keep Article / Help Center reportingSubmitted

I can see that you have turned both Article and Conversational Support report into “legacy” status. I have confirmed with one of your support agents that these reports will disappear with no replacement for getting Help Center and article data. I was surprised that it was suggested to me to use Google analytics instead - a third party solution for something intercom used to solve for me. When the article report disappears, I will have no way of reporting on Help Center performance and article health within intercom. This is a huge step-back and makes it difficult for me to use intercom to set a strategy and improvement steps for our Help Center. Worth to note: The Help Center is the backbone of Fin. Why is this report not prioritised? I would love to see it stay and evolve. Or for there to be an option to built the report myself.

Yina HuangNew Participant

Collect comments from users for an articleSubmitted

We really need comments from users regarding articles, not just emotional feedback. We wante to know the exact reason why they leave a good/bad rate.

Abbie HopkinsNew Participant

Navigate to edit from a live knowledge articleSubmitted

From inside a live knowledge article, a way to navigate directly to the editor for this article would be incredibly helpful to speed up small adjustments eg., spelling mistakes, etc. When a link is provided to an article when a correction is required, clicking through to the editor would greatly speed up workflows.

Ash CruzNew Participant

Intercom supported languages additionsSubmitted

Support for these languages: Haitian Creole Somali Amharic Dari A lot of our user base are immigrants, refugees, or otherwise displaced from their country and rely on our service to communicate with their children's teachers and schools. In order to maximize their app usage, it's important for us to support the languages they bring. These languages are among the top 12 languages families use via our app, and we want to make sure they understand our knowledge base articles and workflows rather than having to adjust to a similar but still different language, especially with varying literacy levels.

Adam KestertonNew Participant

Week to Date date rangeSubmitted

To allow my team to view their current weeks metrics to make sure they are on target, I would like to see a week to date preset date range filter, in a similar fashion as the existing month to date filter.

Owain ReesNew Participant

AI analysis of conversation dataSubmitted

Requirement - 'I want to': Analyse conversation content in bulk using AI integration to identify themes and trends.End Result - 'So that': We can improve our help centre for Fin and make product enhancements through our ongoing product development.Action - 'When I do this': Access a function similar to Kraftful within Intercom, without needing to work with an API.Result - 'This Happens': The system automatically identifies trends and themes in conversations, eliminating the need for manual tagging by CS agents, which is often inaccurate or incomplete.

LeeNew Participant

Recap or remind end-users of their conversation when sending out CSAT surveys by emailSubmitted

Context:Quite often our customers switch between channels when we talk with them, between chat and email. So, when they reach out via chat and we respond, sometimes they’ve already left and our response gets sent to them by email. When we close that conversation and CSAT is sent out to them, the CSAT email doesn’t have any context or “recap” of the conversation we’ve had with them, and skews the customer’s thoughts when leaving CSAT - typically we get comments like “not received a response” or “no one messaged me back” because they’ve missed our actual response to their query and only seen the CSAT survey. We’ve played around with the timings of CSAT surveys, but I feel there’s a more intuitive way of reminding customers. Suggestion:It would be great if a recap could be sent along with the CSAT survey to remind the customer of how the conversation went, even if it was the last reply from our agents. E.g. “Here’s a recap of your conversation!” or “Here’s the last response from [Company name]:” and then offer the CSAT survey.

Angie WallsNew Participant

Ability to Exclude Conversation from ReportingSubmitted

Hello,Requesting the ability to easily exclude a conversation from data reporting in order to reflect a more accurate score/time on the dashboard.There may be a reason why a particular conversation should not be reflecting in the number shown.Currently in order to exclude and get new data, you have to pull the export, remove the item you don’t want and manually re-calculate the dashboard numbers for instance calculating a new first response time.If there was a way to check a box or similar to exclude from reporting that would be so helpful!Thank you for your consideration.

Nate E.Connector

Add Custom Away OptionsPlanned

I would like to be able to add custom away options that meet the needs of our business. For instance, there is no bathroom/restroom option, but should be.

Tomas NosekNew Participant

Support logging Events in SeriesSubmitted

In an outbound series, it would be nice to log that an event happened so that the conditions can work with it.For example, when I want to log when the last time was we sent out a specific interview invitation to a user so that I can omit the user from another series or re-enrollment to the same series.

Lori KarnsNew Participant

Ability to make external transfers when making outbound callsIn Beta

We can’t call customers and then transfer them. This means when we get voicemails after hours, we have to ask our customers to call us back themselves in order for us to get them to the right place.

Daniel RönnbergActive User

Translate conversation after handed overSubmitted

With multilingual Fin, users can engage with the bot in multiple languages. However, when asking to talk to a support rep speaking a different language, it’d be beneficial for that support rep to quickly gain an understanding of what has been discussed before getting back to the user.

Sebastian Mader-ErhartNew Participant

Add Dutch to TranslationSubmitted

Although FIN supports Dutch as a language, you are not able translate a text in a conversation into dutch using the AI tool. It seems more like it has been forgotten, so please add Dutch here. Thanks!

Jennifer BedardActive User

Workflow condition based on last CSAT completedSubmitted

It would be helpful to have a workflow condition based on when a CSAT was last completed that we can use to limit how frequently a customer is being asked to fill out a CSAT. The nature of our company/platform often leads to multiple conversations & inquiries from the same customer per day/week and we ideally want to avoid bombarding them with CSAT requests.Ideally something like this condition that is available for surveys so we can ensure customers aren't getting a CSAT form more than once per day/week, etc.:

Jana ScheubleNew Participant

Feature request, include admin language preference in /me response bodySubmitted

It appears that there is no API endpoint that provides information about the admin’s profile language.It would be great if the /me endpoint included the admin’s language preference in the response body.

CalidadNew Participant

Customer satisfactionSubmitted

Hello! Good afternoon, although there is this report that indicates how many ratings there are for each smiley, I would be interested in also adding the number of ratings that left comments, whether positive or negative, and that these can be exported. I add them as the report shows. Thank you very much! Regards

Daniel RönnbergActive User

Preserve original terminology in multilingual FinSubmitted

We’re a platform for collecting and reporting ESG data. While the platform interface is only available in English, we have a global user base. To make support as accessible as possible, I activated multilingual Fin in the most common languages spoken by our users. However, our help center materials are still only available in English due to resource constraints.Since the platform interface is in English, it’s crucial that users are guided using the original terms for sections, buttons, and actions. For instance, if our article on inviting colleagues says, “Go to the Configurations page and click Add colleagues,” it’s important that Fin doesn’t translate those terms. Currently, if a Swedish user interacts with Fin, they might be instructed to navigate to “Inställningar” and click “Bjud in kollegor,” which could cause confusion. It would be incredibly helpful if we could flag specific words or phrases as non-translatable within Fin (e.g., when writing help articles).

Daniel RönnbergActive User

Customize multilingual Fin handover messageSubmitted

We have implemented multilingual Fin to support our users in 13 different languages. We’ve customized the welcome message for each language, but cannot customize the message sent when Fin closes the conversation or hands over to a support rep. For customizing the handover process to a human support rep, there are two main advantages:Managing language expectations:We’ve enabled multilingual Fin for 13 commonly spoken languages among our users. However, our support team doesn’t cover all these languages fluently. For instance:We've added Hindi support but don’t have Hindi-speaking reps. It would be beneficial to inform users during handover that our responses will be in English. For German, while we don’t have dedicated support reps, our German-speaking Customer Success Managers can assist depending on availability. In such cases, the handover message could inform users that they’ll hear back in either English or German.Setting expectations during holidays or other high-demand periods:With the holiday season approaching, response times may be longer due to limited staffing. The ability to customize the handover message would allow us to set clear expectations, such as specifying expected delays or providing alternative resources for immediate help.

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