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🎅 How to prepare your Fin AI Agent for Christmas 🎅

19 days ago

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Danilo MarinkovicNew Participant

Workflow for when conversation gets moved to WhatsAppSubmitted

It would be great if the event of moving a conversation to WhatsApp could exist for workflows, so that we could set up the WhatsApp chat to be greeted with information from the conversation they moved, to keep things more organized and easier for them to find in the WhatsApp chat. Many of our customers migrate a large number of different cases to WhatsApp, making it difficult for them to know what they were referring to in previous chats that were moved to WhatsApp.

BrisketNew Participant

Accept voice commands for Phone "Reply Options"Submitted

Currently in Phone workflows for “Reply Options” the caller’s only option is to press a button. It would be a nice feature to allow the user to “Press 1 or say Support” like many enterprise phone systems allow.

Rachel M12Connector

Enable Companies to have Multiple SitesSubmitted

Introduce the ability for companies to have multiple sites. Our customers are organisations which often have multiple sites, between 1-250 depending on their size. At present we have to treat each site as a company and create a company attribute for each one called ‘Customer Organisation’. This is OK, but it makes reporting at an organisational level difficult as all the good stuff when it comes to reporting and workflows is handled at a company level. I see multiple support solutions have this shortcoming, including Zendesk who we left recently and for which we also had to have this ‘hack’ of a solution.Surely we can’t be the only company in the world whose customers have multiple sites? 🤷

Gabriel AtkinNew Participant

Allow users to log into the tickets portal without having been seen by IntercomSubmitted

It would be great if users who have never been seen by an Intercom integration can still access their company’s tickets by “logging in” to the tickets portal in some way. Maybe email can be verified via magic link or something?

HenriqueNew Participant

Add "Exclude from article suggestions" parameter to Articles APISubmitted

I'm creating an n8n integration to automatically create articles via the Intercom REST API. Currently, when articles are created through the API, they automatically appear in article suggestions to users, which is not the intended behavior for my use case.In the Knowledge Hub interface, there's an option called "Exclude from article suggestions" (found in Article Details > Article suggestions section) that can be manually toggled after article creation. However, this setting is not available as a parameter in either the POST /articles (create) or PUT /articles/{id} (update) API endpoints.Feature Request:Please add an "exclude_from_suggestions" boolean parameter to the Articles API that would allow developers to:Set this option during article creation (POST endpoint) Update this setting via the update endpoint (PUT endpoint)Use Case:This would enable automated workflows to create articles that are intended for specific purposes (like internal documentation or targeted content) without cluttering the general article suggestion system for end users.Current Workaround:Manual configuration through the web interface after each API-created article, which defeats the purpose of automation.

MellNew Participant

(Chat history) add tags, titles, or colours to differentiate conversationsSubmitted

Hi all!I feel like i’ve raised this in the past - but can’t find it (sorry!) Our users find it frustrating to have to sift through conversations to find a specific one, especially when the window refreshes and they all look the same.It would be great if we could offer our customers a “subject line”, or for them to be able to add their own label/titles to their chats so they can easily sort through and find them in the future when needing to reference something. Further to this, it would be good if they could do something like colour code their convos - we use chat/posts for both support/education convos, as well as outbound posts when we do monthly releases. Our customers find it overwhelming and hard to navigate their chat history. Thank you!

Assistenza payrollNew Participant

Add subject to chat and show them in the chat widgetSubmitted

It’s very hard for customer to browse to the opened chats to find the one they are looking for. We need a feature that makes mandatory add subject to the chat so that it’s shown in the widget within the list of opened chats.

aestandanteNew Participant

A More Connected View for Fin AI Agent GuidanceSubmitted

I'm reaching out with a feature request regarding the Fin AI Agent Guidance, which we've been actively using for our AI Agent, "Clicky." We're really impressed with its capabilities so far! As we build out more comprehensive rules, we're finding it a bit challenging to manage all the guidance related to a single topic since the rules live in different sections. For example, for a billing issue, we might set a rule under "Context and Clarification" to ask for an account ID, and then have a separate rule under "Handover Guidance" to route that same conversation to the human agent. Because these related rules are in separate sections, it's difficult to see the guidances topic at a glance. Our feature request is to explore a way to make the guidance section more interconnected, perhaps by allowing us to group rules by topic or use case. It would be fantastic if we could have a "Billing Issues" category, for instance, and see all guidances in one place—from the initial clarification questions all the way to the final handover instructions. We feel a more connected, topic-based view would make it much more intuitive to build, manage, and visualize the complete logic for our AI agent's behavior. Thanks for your time and for considering our feedback. We're really excited about the direction Fin is heading!

Bryan BraddyNew Participant

Updating Conversation Owner on ExportSubmitted

We have a request to update the data exported to reflect the “correct” owner of a conversation and not the initiator. We get conversations forwarded in from a distribution, which make the User always the same. Despite managing participants and removing the distro and adding the correct user, when we export the data, the User details default to the distro. We have a request to update the data exported to reflect the “correct” owner of a conversation and not the initiator.

LoganFNew Participant

Discard Draft button on new conversationSubmitted

I understand it’s a feature to auto save content in a draft message. I just want the ability to discard the entire process and start over with all empty fields. Manually having to clear all fields is pretty annoying and a normal part of other email functions.

Eliza BenkerracheNew Participant

Make the news centre more customisableSubmitted

Can we make the news center more customisable in the sense where we can add pages to it or layers you can drop down or arrange subheadings to it. also not require to send it to a news feed first and just send it to the news centre directly

Alex GeorgeNew Participant

Edit the size or use Custom tooltip iconSubmitted

Is there a way to edit the size of the tooltip icon, or upload your custom icon so that it better matches the branding of our application?

Charlie PActive User

Show bounced contacts prominently in the chatSubmitted

Currently, if a recipient bounces they get hard blocked by Intercom. This means even if you send them an email via the Inbox, it won’t be sent to them and they won’t receive it. There is no obvious visual indication in Intercom that this has happened, so we’ve had examples where support reps have struggled to communicate with customers as their messages aren’t being received, with the customers sending messages annoyed about a lack of response.After speaking with support, I’ve been advised to check the “Has hard bounced” user attribute in the sidebar. In reality, this is completely impractical to expect a support rep to check this field for every single chat they have, just in case the recipient has bounced.Instead, it would be preferable if Intercom showed a prominent warning in the chat, advising the support rep that the person they are messaging is blocked, and advising them how to rectify this.

OwnrRBCNew Participant

Include messages in recent conversationsSubmitted

We are utilizing outbound series’ and messages to contact users automatically, Incoming messages from users do not include these messages in the recent conversations tab. Rather, the agent needs to go in a round about way to their profile to find recent conversations AND messages, to see if they have been contacted. Please include all communications in the recent conversations tab. Thank you.

Molly KatolasNew Participant

Automatic alerting if a knowledge sync failsSubmitted

We have multiple sources of knowledge for Fin, including confluence, websites, and articles hosted on Intercom. Occasionally, the sync will fail for confluence or a website. I’d like a notification to be sent to the admins of the account when this happens so that we can review and re-sync as needed.Fin relies entirely on these sources to be able to help our customers and agents, so it seems like a big oversight in Intercom that if the content fails to sync nobody is notified.

Pamela Van GasseActive User

Allow teammates to set a default reply methodSubmitted

It would be good to allow teammates to set a default reply method.At this time, there is no way to for example make sure a Note is always the default when creating a comment in a conversation.Some teammates only add internal notes and don’t want to constantly pay attention they don’t add public comments.A configuration option in the teammates personal settings would be great.

Pamela Van GasseActive User

Macro for Back-office and Tracker ticketsSubmitted

At this time macros cannot be used for Back-office and Tracker tickets.These can only be created manually.Our Operations team created dozens of back-office tickets each week and it would save them a lot of time if they could do this with a macro. That would give them a template in which they can just fill in some data.

Botep SupportNew Participant

Advanced help center layout customizationSubmitted

I'd love to see the option to enable advanced customization for the Help Center layout, allowing users to leverage HTML, CSS, or iFrames for deeper control.Additionally, implementing an optional sidebar navigation structure (both right and left) as a configurable layout element would give users more flexibility to tailor the Help Center for branding, usability, and navigation needs. Sidebars can also boost SEO, AEO, and GEO, benefiting content discovery and accessibility.

Julia CorbettNew Participant

Ability to report on Fin AI Involvement by any Date filterSubmitted

For example, we want to report on Fin AI Involvement based on conversation closed date but that is only possible via the API. All reporting for Fin Involvement is based on conversation started date. It seems critical for native reporting to be able to report on a metric by any date field available - whether it be started or closed date. That way we can report on things like MoM closed conversations alongside # with Fin involvement and have the two metrics be apples to apples.

HannahDNew Participant

Re-assign a positive CSAT to another teammateSubmitted

It would be super cool if we could reassign a CSAT rating, at least for the positive ones. We work with multiple agents on cases, depending on who is available, to help our customers as fast as possible. It often happens to me, that another teammate does all the work and the positive rating ends up with me, simply because I was the last agent responding. If the agents themselves can’t reassign a CSAT themselves, maybe the admins could have an option to do so. This way, the CSAT would get more accurate for each teammate.

Josh DowdyConnector

Work effort metric is neededSubmitted

Hello,Can you all please create a metric that will track how long an agent works on a ticket. Like it only counts when the ticket is actively open and being worked. Right now there is nothing like that and its very difficult to figure out average work effort per ticket.

Daniel IsleyNew Participant

General iframe embeds in Help Center contentSubmitted

I’ve seen a few posts on the forum regarding the ability to embed iframes or generic HTML into help center articles but they are all a bit dated so I would like to raise it once more for consideration.

Tristan IPRoyalNew Participant

Transcript of conversations forwarded to emailsSubmitted

We send our CSAT rating request 5 minutes after a conversation ends. Since they don't expect a rating to be sent, they often have already closed the chat window.As a result, the CSAT rating request usually remains unseen for over 3 minutes and is then forwarded to the client’s email without any conversation history, since it is the only part of the chat they haven’t viewed. There’s a chance clients could give a negative rating since the rating request appears in their email without any conversation history.I suggest that when Intercom forwards unseen conversation to emails if they’re unseen for 3 minutes, it should include a transcript of the entire conversation.

Svitlana SemenikhinaNew Participant

Allow Evaluation of Fin Involved conversationsSubmitted

We are currently monitoring all customer conversations where Fin is involved to ensure an excellent customer experience. While a report already exists that pulls all conversations in which Fin has participated, there is no mechanism to leave the evaluation of the quality of Fin’s responses with real customers.I propose introducing a simple rating system within Intercom that allows us to assess Fin’s performance with three categories: Good, Acceptable, or Poor. This would work in a similar way to the evaluation logic currently used in the Test module.Implementing this functionality would enable us to: Track the accuracy and helpfulness of Fin’s contributions. Monitor Fin’s “health” over time. Compare Fin’s performance across different topics and contexts. This improvement would provide valuable insights into Fin’s effectiveness and ensure we continuously deliver a high-quality customer experience.

JessicaKNew Participant

Enable efficient option to keep Help Center "private"Submitted

Our Help Center should only be visible to customers (= users). To ensure this privacy, we need to make sure that the segment Users is selected for every article. Since there is no bulk option or article template to streamline this process, it can easily lead to human error. It would be highly valuable to have a simple option that ensures all Help Center content is displayed only to users or to a specific segment.

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