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Fin Q&A

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Help others

We need to implement a double approval process for FIN AI production releases.Before any deployment goes into production, a second level of validation and authorization should be required to ensure proper security and quality control. This will allow

7 hours ago

בן גטניוConnector

Train Fin

Fin occasionally inserts English words or foreign characters into Hebrew replies. How can this be prevented?

Hi everyone,We’re using Fin in Hebrew, but we keep seeing cases where Fin adds random English words inside Hebrew replies, even when those words do not appear in our Help Center articles or snippets.We also had a more serious case where Fin inserted

461

5 days ago

AsyncQuery DevActive User

Analyze Fin

Anyone else feel like Fin's analytics are a black box?

We've been using Fin for about 6 months and genuinely love it — but the analytics drive me crazy.I can see our resolution rate is 71%. Great. But when my manager asks "why isn't it higher?" I have nothing. Which topics is Fin struggling with? Did tha

2105

7 days ago

MekiosNew Participant

Test Fin

Fin and MCP oAuth

We are testing Custom MCP with OAuth for a multi-tenant SaaS use case.Observed behavior: after one admin completes the OAuth flow, all Fin conversations appear to call our MCP server with the same OAuth token, even when the current conversation belon

410

7 days ago

Geoff LiuNew Participant

Deploy Fin

Security model when using Fin with data connectors

Our backend exposes an MCP server, we’re hoping to get Fin using it to look up customer data.As far as I can tell from documentation, the flow is that the server will sign a JWT with user id. Once it passes validation, Fin can then call the connector

320

7 days ago

Katee SafferConnector

Analyze Fin

How are you using Monitors and Scorecards?

Curious how others are approaching Monitors and scorecards in Intercom since the release. What types of conversations are you flagging? How are you structuring your scorecards? What criteria are you using to evaluate performance? How are you using th

881

8 days ago

KelseaNew Participant

Analyze Fin

What is considered a good Fin resolution rate?

Hi! I was wondering if anyone has insight into what a good resolution rate for Fin would be? I know the marketing site for Fin says “Resolve 50% of your support questions instantly” - but is 50% the average that we should resolution rate that we shou

20456

8 days ago

ConorSuper User ✨

Fin Tips from Expert Users

Join me on Monday for a live session about Procedures

If you've been using Intercom’s Fin AI agent for a while, you'll remember when Tasks were the way to control how Fin behaved. Procedures have changed the game — but not everyone's had the chance to get their head around what's actually different and

1331

10 days ago

Greg_CNew Participant

Train Fin

How are you making Fin more proactive with session context?

I believe Fin is great when it answers from connected docs, but it gets a lot better when it can see what happened before the user opened chat. I am looking at three ways to make it more proactive:page/URL targeting in Workflows event-based triggers

1023

11 days ago

arupertNew Participant

Train Fin

Guidance Limitation

Hi All, How do you all work around the guidance limitation of 100 pieces of total guidance? We have the opportunity to consolidate some guidance, but because the bot is used across multiple teams with different workflows and channels, this limitation

561

11 days ago

בן גטניוConnector

Train Fin

Fin occasionally inserts English words or foreign characters into Hebrew replies. How can this be prevented?

461

5 days ago

MekiosNew Participant

alexheidiNew Participant

Analyze Fin

When will Intercom features build for Multilingual users?

It appears new features are regularly deployed without testing against multilingual use cases, we now have Procedures, and Recommendations incompatible with our workspace, seemingly due to multilingual articles.Great example of "garbage in - garbage

410

15 days ago

Heather WillsonConnector

Test Fin

Escalation Rule triggering batch testing.

Hopefully I can describe this as simply as possible to see if this is expected or if anyone has run into this.I have an escalation rule set and live for audience A. I have batch testing setup in the test section and for each batch I set an audience B

721

18 days ago

Michael LeighNew Participant

Train Fin

Sync Banner content to Fin AI knowledge base

When a Banner is active in Intercom, teams should have the option to make its content available to Fin as a knowledge source. When the Banner is paused or deleted, that content should be automatically removed from Fin's knowledge base without any man

490

1 month ago

MattSmithNew Participant

Deploy Fin

Can I get Fin to ask for confirmation before using Data Connector?

Hi,I have written a data connector that will clear all logged in sessions from our own system. This works fine and fin uses it correctly based on the description in the data connector.However, since this will log the customer out, is there a way to g

520

1 month ago

yangNew Participant

Fin FAQs

Intercom React Native + Expo: Messages not received while conversation screen is open (only arrive after navigating back)

Hi Intercom team,I’m integrating @intercom/intercom-react-native into a React Native 0.81.4 + Expo (prebuild) Android app, and I’m seeing an issue where new messages are not delivered while the Intercom conversation screen is open. They only appear a

620

1 month ago

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