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🎅 How to prepare your Fin AI Agent for Christmas 🎅

16 days ago

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2 years ago

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NilsNew Participant

View files in threadsSubmitted

The ability to view files, such as mp4 and pngs, without downloading them to ones computer.

2 months ago

Marieke van SinderenNew Participant

When multiple relations share the same phone number or email address, don't automatically link to the most recently used relation: show all matching relations so the user can choose.Submitted

Current behaviour: when a phone number or email address matches multiple relations, the item is automatically linked to the most recently used relation.Expected behaviour: present all matching relations and let the user select the correct one.Why: auto-linking to the most recently used relation silently attaches items to the wrong one, which is easy to miss and awkward to correct afterwards.

2 months ago

Flavius-Emil PrimaruNew Participant

Macro actions extended - Subject for chatsSubmitted

Hi there,Pretty simple, some of the fields that chats have are not visible within Macros, such as the Subject field.The only subject field visible in Macros at the moment only applies for tickets - not chats.If Macros could just be expanded to include more things and possibly include an order similar to the order within the chat it might also make it easier to spot which ones you need.

2 months ago

Anastasiia KovalkovaNew Participant

Multi-agent cases review in MonitorsSubmitted

Add the ability to review and leave QA feedback on cases that were handled by more than one agent, in Monitors. Reviewers should be able to either leave one comment covering the case and all agents' work as a whole, or leave individual, agent-specific feedback for each agent involved in the conversation.When a reviewer opens a case in Monitors that involved multiple agents, give them two review options:Case-level comment: a single piece of feedback addressing the case and the agents' combined handling of it (e.g., evaluating handoffs, overall resolution quality, consistency across agents). Per-agent comment: individual feedback tied to a specific agent involved in the case, scoped to that agent's own contribution.These options shouldn't be mutually exclusive. A reviewer should be able to leave one overall comment on the case and separate feedback for one or more of the individual agents in the same review pass.

2 months ago

ImmortalNew Participant

Add a “Waiting for customer” state for FinSubmitted

Fin currently appears to have only two possible outcomes for a conversation it handles: resolve the conversation or escalate it to a human teammate.This creates an issue when a customer needs to temporarily leave the conversation to test, check, or verify something and then return with the result.For example:Customer: “Okay, thank you. Let me check this on my site and I’ll get back to you.”Fin interprets this as confirmation that the issue has been resolved and immediately closes the conversation. The customer then receives a CSAT survey before they have had a chance to return, which can result in negative feedback.It would be really useful if FIN can actually wait and keep the conversation open.

2 months ago

Jessica McCulloughNew Participant

Link Multiple Tracker Tickets to ConversationsSubmitted

Sometimes our users report multiple bugs in a conversation. We would like to be able to have two separate tracker tickets in this case but the system will only allow 1 to be linked at a time.

2 months ago

Bailey MitchellNew Participant

AI Compose SettingsSubmitted

Hello! I really love the AI compose, rephrase and expand, but I often find the tone to be less than desirable, specifically around shortened words (I have/I’ve, We are/We’re). It would be great if AI compose could have some slight guidance on workplace specific requirements, such as the option to allow/restrict shortened words. Another adjustment that comes to mind is including/excluding the final sentence on the email (Many thanks, [YOUR NAME] [YOUR TITLE]). Its a relatively minor issue, but it definitely adds up over time! It would be great to someday use the AI compose feature without needing to make any adjustments manually!

2 months ago

Priscilla SNew Participant

Track ticket submitter by team and teammateSubmitted

ProblemTicket reporting does not support filtering or breaking down data by the ticket submitter (the teammate or team who created the ticket). While reports allow filtering and grouping by the assigned teammate or team, there is no way to report on where a ticket originated. Feature RequestAdd Ticket Submitter (Teammate and Team) attributes filter to Intercom's ticket reporting module.This would enable "origin-to-destination" reporting to track who creates back-office or internal escalation tickets, rather than only tracking who ultimately resolves them. Why It Is Needed Cross-Departmental Visibility & Operational Efficiency: Without a submitter attribute, managers cannot identify which internal teams generate the highest volume of back-office requests or track how issues move across teams. Having this data allows operations to optimize ticket routing, address root causes, and target staff training where demand originates. Agent Productivity & QA Audits: Tier 1 agents who triage incoming issues and create secondary tickets for Tier 2 teams currently get no visibility or credit in reporting once the ticket is reassigned. Reporting on submitters ensures full accountability for created tickets, enables quality audits on submitted tickets, and accurately measures internal support demand. Complete Workflow Analytics: Assignee-based metrics only tell half the story—they track who completed the work, but mask the origin of internal demand. Submitter reporting bridges this gap to provide full end-to-end visibility into internal support workflows.

2 months ago

PbouNew Participant

New/Modern Help Center Design - Fix TOC Indentation and Heading VisibilitySubmitted

The Modern Help Center’s TOC design includes all heading levels, but indentation is only applies from H1 to H2/H3/H4. The result is an incredibly messy TOC that destroys previous work done to carefully format articles to that certain heading (H1/H2) appear in the TOC and others don’t (H3/H4).Possible solutions:Toggle H3/H4 heading visibility in TOC on/off so that the TOC can match the Classic system Apply proper indentation. All headings should be indented below the heading above in the TOC.In the posted screenshot, H3 previous did NOT show in the TOC. Now they do and it looks horrible. It would be great to not have to go back through all articles and change the tag.

2 months ago

Abby PlattNew Participant

Ability to add photos to outbound messagesSubmitted

Right now, if you want to add a custom image or anything to any sort of outbound message, they can ONLY go in the messenger. I think there should be the ability to add custom imagery to banners and other messages that we can choose to display in a static way to our users.

2 months ago

Eric HandlerNew Participant

Disable alias for side conversationsSubmitted

Some of our agents correspond with customers using the alias feature, but if we want to loop in a vendor in a side conversation it's more confusing with the alias (and signature which is customer-facing).I’d like to be able to eitherhave an option to not use the alias feature just for side conversations have a per-conversation override for the alias featureIt would also be great if the signature was separate for side conversations for the same reason.

2 months ago

Eloy WijlhuizenNew Participant

Upload images directly without URLSubmitted

I want to be able to autoatically upload images without hosting public URL. It seems like a workaround that should not be necessary. This would make it easier and more intuitive to automate. So what I want:- Have local image files that I can upload automatically as part of an article or integrate them with a seperatae step automatically- Either through API or MCP

2 months ago

Eyad SahebNew Participant

images in PDF exports of conversationsSubmitted

When I export a conversation to PDF, it’s missing the images (which are replaced with a placeholder: [image])I feel that omitting these screenshots/etc is omitting valuable context from the ticket, so they should be part of the export.

2 months ago

tommynorNew Participant

Allow callers to stay in queue without an active selectionSubmitted

We would love to see an option that allows callers to remain in the queue without having to make an active IVR selection.In our market, the most common expectation is simply to wait for an answer. Requiring callers to press a key to continue waiting can create unnecessary friction and may lead to confusion or abandoned calls.An option to let callers stay in the queue automatically, while still offering callback or other choices as optional alternatives, would create a more natural and user-friendly phone experience.Would anyone else find this useful?

2 months ago

SowjenyaActive User

Need APIs to order collectionsSubmitted

We use the APIs to update articles and collections in our help center. It’d be great if we have APIs to reorder the collections and articles. It’s a huge manual effort right now. We have more than 200 collections and 1000+ articles.

2 months ago

Mark-KazmitNew Participant

Add Hinglish language.Submitted

Please add Hinglish as a separate language, it is very simple to add, most of the models know how to comunicate with help of it, and understands the contexr good.It will allow to support Indian market much better, since not all understands English good and also no one are using Hindi, since it is complicated to type.

2 months ago

Karley DitchburnNew Participant

For AI monitors to learn from corrections to scorecardsSubmitted

Like Fin if you adjust a scorecard answer and add reasoning, the AI bot will learn from this so future reviews will take that feedback in to account

2 months ago

IlaydaNew Participant

Filter and Workflows for Side ConversationsSubmitted

At the moment, there is no way to view all conversations with active Side Conversations in one central view, nor can we build workflows/rules specifically for them.We currently rely on manual tagging as a workaround, but this adds an unnecessary step and is highly prone to human error, as tags are easily forgotten by team members.Adding a filter option such as 'Has Side Conversation' or 'Side Conversation status' for Custom Views and Workflows would be extremely helpful. It would allow us to track open processes more efficiently.

2 months ago

Jennifer CrowleyNew Participant

NEED KANBAN TO MANAGE SUPPORTSubmitted

I WANT TO WORK OUR SUPPORT CONVERSATIONS IN A KANBAN VIEW. WHEN WILL THIS BE AN OPTION?

2 months ago

Kentaro KazamaNew Participant

Archive feature for message inquiry threadsSubmitted

Currently, the message list displays all of a user's past inquiry threads. I would like to request a feature that allows users to hide or archive them on their end.

2 months ago

oconr003New Participant

Capture reason for snoozingSubmitted

Have the ability to capture a reason (pre determined drop down list) for snoozing a conversations to help with reporting on why conversations are currently or have been snoozed.

2 months ago

ShaneCNew Participant

able to snooze or close ticket in MonitorSubmitted

feature request for Monitor, it would be prefect if I can snooze or close the ticket in monitor page like general ticket, so I don't need to navigate to general ticket to do so. is it feasible?

2 months ago

Kasper Florczak NøhrNew Participant

Allow iframe or HTML embeds in articlesSubmitted

Hi there!We use external tools to aid our articles visually, and we would love to be able to embed them in your articles.Additionally, allowing HTML, CSS or iFrames would let us customize the articles to match our company look.Looks like quite a few people are asking about this in the Help Center, so fingers crossed it’ll be added in a future update.

2 months ago

Michelle ChiuNew Participant

Need more control over Fin's engagement with customersSubmitted

For workflow that involve Fin, I have no choice on whether to let Fin engage with the customer or not. I need to use Fin to analyze new messages to determine intent and follow routing rules, but there’s no way for me to stop Fin from responding to the customer’s inbound message. Why?? Doesn’t make any sense. I should be able to leverage Fin for background back-office automations without exposing Fin to the customer.

2 months ago

Michelle ChiuNew Participant

Ability to which teams a teammate belongs toSubmitted

The Teammates page only shows how many teams a user belongs to, not the actual team name(s). Should list the NAMES of the teams in the Teammates page, not the quantity. Today, I have to go to the Team Inboxes page and check every single team and search for the user. This is time consuming and very prone to oversight.

2 months ago

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