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🎅 How to prepare your Fin AI Agent for Christmas 🎅

19 days ago

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Abdullah Ali AlshehriNew Participant

Add Support for Refresh Tokens in Data ConnectorsSubmitted

Hi team,Many APIs use OAuth 2.0 with refresh tokens. Currently, Intercom Data Connectors don’t support refresh flows, so access tokens must be updated manually when they expire.It would be great to support refresh tokens or dynamic token renewal to make integrations more stable and automated.Thanks!

NuritInnovator ✨

Improve Fin replies from the batch test pageSubmitted

It would be highly beneficial if we could train Fin using the batch test page. Currently, we can rate its answers, but this does not contribute to its training. Allowing each rating to train Fin enhances its performance before user availability.

Michael S11New Participant

Windows 11 Intercom Application.Submitted

Instead of Windows11 using Chrome, I’d like a program that I can engage with independently instead of in the chrome browser we use.

Diego SotomayorNew Participant

Audio listening in appSubmitted

The iOS app is currently unable to play audio messages or voice notes sent by clients. While this feature is available in the web inbox, it is essential for it to be included in the mobile app as well, since being able to listen to client messages is a basic and necessary function for providing timely and accurate responses.

KhrystynaNew Participant

Ability to reference news items from the InboxSubmitted

When certain updates are posted as a combination of a post and a news item, this cannot be referenced in the Inbox when answering a client. It would be great if News items could be inserted in a similar way to posts.

xiaoyuNew Participant

messager support markdown to improve the display effect to interactive presentationSubmitted

I created my own data connector to integrate the chatbot API with Intercom. However, the current message display does not support Markdown syntax, which makes the interactive presentation less visually appealing.I hope the message chat window can support Markdown syntax rendering, enabling the display of tables, bold text, formatted layouts, and ultimately providing a better interactive experience!

Paige MulliganNew Participant

Keep Collections CondensedSubmitted

When I condense a collection in the Help Center, and then move, add, or delete a collection, all condensed collections automatically reopen. We have a lot of collections in our Help Center, and this makes it highly inconvenient to reorder or otherwise move around.

Nikolina TukicNew Participant

Manually map article to Fin answer (when Fin used the wrong source) rather than new snippetSubmitted

When reviewing Fin accuracy I am surprised with Fin’s “choice” or articles.For example a user is asking how to export some data, which is a common topic for which we have an article. Fin answers sourcing the “How to delete your account” article and says “Sorry I don’t have data .. “Rather than creating a snippet which we then have to maintain, it’d be much better an easier if the feature “improve answer” had an option to unlink and re-link the source for that specific answer.

JHarloweConnector

inbox views based on company tag filterSubmitted

The idea here is to add the ability to set up inbox views using company tags as filter criteria.This would help reduce the need to create workflows to tag conversations based on company tags to allow for views filters based on company attributes. (reduced overhead on system automation) When a specific team needs to review all conversations for a company (i.e. RC or Beta Candidate). For B2B orgs, company attributes and tags take front seat vs user or lead attributes and tags.Use case:Customers who agree to take part in a RC or Beta type Program are entitled to elevated support during that specific cycle. In practice, that means that specific team reviews every incoming case for those customers who are participating in the current RC or Beta cycle to determine if the customer's issue is or is not related to the current RC or Beta.If it is they can grab it, move it to their specific inbox and work it as they will be better suited to help the customer. If it is not then they can leave it in its current inbox and let it run the normal support cycle.

Reynir Óli SmárasonNew Participant

Ability to merge help articles and have FIN combine the content of the two.Submitted

It would be great to have the ability to merge two help articles in a way that FIN will make suggestions for what the final article will look like.It could also be to import the contents of a help article into the article you are working on. Pain: you sometimes realise you have very similar articles on a subject, which don’t really need to be separate; it could all just be in one article.It takes time to re-write an article and bring everything over. You don’t just want to copy/paste the content, as you might be repeating yourself and there will be a lot of superfluous content.Solution: Have FIN go over the two articles and make suggestions for the final article and outcome.

Sigrid JorgensenNew Participant

Automatically change status to active when the agent starts typing again on Away modeSubmitted

When our agents are logging back in after being “Away”, it would be beneficial to have the status automatically change to Active when the agent starts typing again. This would save our agents from having to turn it back on when they return to their desks and are active on chat again.

Chris AnnicellaConnector

Link Draft ArticlesSubmitted

The problem: In the Help Center, you cannot link to a draft article. Internal links to unpublished articles are impossible because draft articles have no URL — so cross-referencing between two drafts can't be done until one of them is published.Example: I'm writing Article A and Article B, both in draft. Article A contains "For more details, click here," which should link to Article B. Because B is unpublished, there's nothing to link to. My only options are to publish B before it's ready just to obtain a URL, or publish A with a placeholder and remember to come back and fix it later.Why the current workarounds are risky:1. Publishing early exposes unfinished, unreviewed content to customers and gets it indexed by search engines.2. Placeholder links get forgotten, leaving "click here" dead-ends in live articles.3. Coordinated launches are painful — shipping a new feature with several interlinked articles means publishing them in a careful sequence and then re-editing each one to add the links, instead of preparing everything in draft and publishing together.The request: Let authors link to draft articles while editing. The link doesn't need to resolve publicly until the target article is published — it just needs to exist internally so the content is complete and correct on publish day. Bonus: a warning indicator if an article is published while it still links to an unpublished draft.This would make large documentation projects and product-launch docs dramatically easier to prepare, improve collaboration between authors, and remove the need for premature publication. Thanks for considering!Please let me know if you have more questions.

Erica LawrenceNew Participant

Feature Request: Option to Disable Reference Number Format for Help Articles in Fin ResponsesSubmitted

I’d like to request a setting that allows teams to toggle the way Fin references help articles — specifically, the option to disable the small reference number format and instead display the full article title as a clickable hyperlink or list it clearly at the bottom of the conversation.We’ve noticed that Fin now includes article references as small superscript numbers at the end of a sentence, requiring customers to hover over or click to see the linked article. While this may streamline the chat visually, it creates a usability issue for our customer base.Why this matters:Most of our customers are Gen X and Boomers, and our team is concerned that they may not intuitively understand that the small number is a clickable link. This could result in customers missing important resources and increase their reliance on live support.Suggested solution:Introduce a setting to choose how article references appear in Fin: Show full article titles as clickable links within the response OR list source articles at the bottom of the conversation OR allow teams to toggle between reference number format and traditional linking based on their audience We’d love to see this added so we can better tailor the experience to our customers’ needs.Thanks for considering!

TristanNew Participant

Allow CSATs to trigger even when there are participantsSubmitted

In our customer interactions, it's common for multiple people to be CC’d or added as participants on a ticket, as there are usually several stakeholders who need visibility throughout the ticket’s lifecycle. It’s rare for a ticket to have only one participant. Because of this, our CSAT response rates are significantly lower than they should be. We really need a way to send CSAT surveys specifically to the primary requester or participant of a ticket, and the ability to designate or change who that primary participant is.

NadiuskaNew Participant

Visual indicator for FinnSubmitted

My team and I are using Fin more. The problem here is we don't know when Fin is being used in a conversation. Sometimes we'll see a conversation that will have a waiting time of about five minutes. So we panic and jump into conversation, not knowing that Fin is taking care of it. It's a complete waste of time. When our teammates are working in conversation, so you can see an indicator that somebody else is in the middle of the conversation. You can see their floating heads, as a visual indicator. There's no such thing for Fin. There needs to be. We need to know which conversations Fin is leading charge of. So that way, we don't waste our time trying to get into these conversations thinking that they've just been forgotten about.

JHarloweConnector

Profile Box In It's Own WindowSubmitted

Adding UI functionality of having the profile box optionally be it's own separate window or modal that can be repositioned to suit teammate preference. The thinking here is that if it's not tucked in the bottom corner it would be easier for teammates to quickly change status when going between break, lunch, and end of day.Supporting idea here is also to add a keyboard shortcut to change our status’ quicker than the multiple clicks it currently takes.

Robert FischerNew Participant

Being able to select or deselect which channels to be assinged tickets from. eg, Only receving from Phone and Email or only Chat and Email.Submitted

As our approace to live support in our team is that an agent should be on multiple live channels at the same time. So you are either on phone calls or live chat (chat and social media) and then always on email.We would like for the agent to be able to choose what channels to be recieving conversations from. Currently it’s my understanding that if you are beign assinged emails, you are also being assigned chats. These two channels shouldn’t be considered the same.

Kae SchrattenholzerNew Participant

Custom Code in Help Center ArticlesSubmitted

We would get a lot of benefit if we were able to embed iFrames, or custom code in general, into Help Center articles. The particular use-case here is that we use Storylane to create interactive demos for clients, and right now our only options are to link to the demo externally, or insert it as a video in the article which causes us to lose the “interactive” piece of the demo.

Support AdminNew Participant

Add multiple documents at onceSubmitted

Right now, every user that wants to upload multiple documents at once, needs to send them all separately. Why isn’t it possible to select multiple attachments at once? This would be a huge improvement for us as we want our users to upload multiple documents, but always sending them apart would be a waste of time. Does anyone has a workaround for this?

User1569New Participant

Quick Links app feedbackSubmitted

Two wish lists:1. Conditional links. For example, only appear if certain attribute exists, or only appear in certain teams.2. Be able to drag and drop to change order in the Settings page.Nice to have:1. Be able to select icons so it's not always the globe.

JackNew Participant

Sync EXTERNAL articles from external sourcesSubmitted

Being able to sync from Notion to Intercom is awesome because we manage all resources there. However, it would be nice if we had the option to use the sync content as a public article. Since we maintain all our resources on Notion, we would only need to manage the information in one place.

Christian S12Connector

Ability to Associate a JIRA Ticket with Multiple Intercom TicketsSubmitted

Currently, the integration allows updates to statuses and comments from JIRA to Intercom, which works fine. However, there is a limitation where a JIRA ticket can only be associated with one Intercom ticket at a time, which creates some inefficiencies in workflows.Issue: We track bugs that are worked on in JIRA through Intercom tickets. However, with the current limitation of the JIRA for Tickets app, we are only able to apply one JIRA ticket to a single Intercom ticket. This is problematic because it doesn't reflect the reality of how multiple customer support tickets may be related to the same JIRA issue as well as allow the automation for JIRA ticket status updates to be sent to Intercom and out to the customer via the custom statuses feature. Request: I would like to request an enhancement to the JIRA for Tickets app, allowing users to associate a single JIRA ticket with multiple Intercom tickets at once. This feature would work similarly to how the JIRA for Cloud app allows for multiple associations, and would significantly improve workflows for teams who track related customer support tickets across different issues in JIRA.By adding this capability to the JIRA for Tickets app, teams would be able to link a JIRA ticket to multiple customer support tickets, ensuring a more accurate representation of the work being tracked and updated across all associated tickets.

Jane LoweNew Participant

Ability to create a certified course for new users to engage with training about how to use our productSubmitted

It would be great to create a course that could make our users superusers and have a certificate at the end

AlfredoNew Participant

Can not change frequency and scheduling option laterSubmitted

Once you press “Send based on a fixed schedule if the person matches the rule” You cant change later to send it immediately in a custom time You are forced to start all over again 😓

岡田憲一郎New Participant

I want language Japanese.Released

Good tool but hard to use.良いツールなのに使い辛い

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