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Harry GardnerNew Participant
posted in Fin AI Agent
Improving Fin AI responses to vague queries

Hi there, We’ve implemented Fin AI (Chat and Email) on our support desk, and it’s been fantastic so far—it’s doing a great job handling first-line queries! 😊 However, we’ve noticed a challenge when a customer submits a vague message. Fin will respond with technically correct information, but it’s often not relevant to what the customer truly needs. I’m wondering if it’s possible to improve this by getting Fin to ask clarifying questions before responding. I’ve been advised to set up a new workflow where specific vague questions prompt Fin to ask follow-ups, but trying to predict and account for all the potential vague queries customers might come up with feels inefficient. Is there a better way to manage this? Any advice or insights you could share would be hugely appreciated! Thanks so much

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Tommy Mains
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User1710New Participant
posted in Fin AI Agent
What is your Fin success rate?

Just out of curiosity, what is everyone’s resolution rate with Fin? We are just now implementing Fin AI for our bots and are trying to set realistic goals and expectations. Our manually created bots today deflect about 40-45% of chats without Fin, so hoping we can reach at least 60% deflection with Fin.

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Justin M12
Christine Z
Employee
Christine ZEmployee
posted in Messenger
Feedback Needed! Customizing the Start Conversation Button in the Messenger

Hi everyone 👋 Soon you’ll be able to change the phrase used in the start conversation button on the Messenger Home screen via a drop down of options. We’d love to get your feedback on if these choices resonate and if you have suggestions you’d like to add. Right now we’re considering Send us a message, Ask a question, Chat with us, Talk to us, Contact us, and Start a conversation. Just let me know in a comment below! PS - this first iteration won’t support a free text input, just a selection of pre-canned options. Thanks, Christine

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PaulTaylor
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KelseaNew Participant
asked in Fin AI Agent
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 should be seeing? We only just started our trial but are preparing support goals for the quarter and I’m not finding any information about this in the Help Center. I would love to hear Intercom’s thoughts on what they see across their own Fin averages or an average across all companies who use Fin, but it would also be helpful to hear from anyone who may have insight into this for their own company. Thank you!

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Frederik Hofvander
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Ted NguyenNew Participant
asked in Fin AI Agent
FIN CSAT score

Hi everyone! If you are using FIN as the chatbot, I’m curious about what is the current CSAT score of your FIN profile. Ours is currently ~50%, and we are not really sure if it’s a good one. Thanks!

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Nur Nahid
Super User ✨
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Filip WosNew Participant
asked in Messages & Series
Open app after button click in the email

Hey everyone 👋 I’m trying to send an email from Intercom that includes a button linking to our mobile app (e.g., www.domain.com/path) The problem is: when I add a button with our domain Intercom rewrites it so the app doesn’t open. I’ve looked into deferred deep linking and also considered Link Branding (Intercom), but I don’t think it solves the issue either — it still introduces a redirect, so the app likely won’t open? Has anyone managed to send an email that actually opens the mobile app directly when clicked? Any tips or workarounds? Thanks in advance 🙏

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Oana-LauraNew Participant
posted in Messages & Series
PII Redaction Tools Integrated with Intercom

Hello everyone 👋 I'm curious to learn what redaction tools you're using for masking PII (Personally Identifiable Information). At the moment, we're using Strac to redact all PII in real-time, but I'm interested to hear if anyone else uses different redaction tools integrated with Intercom. Would love to hear your experiences and any recommendations you might have! Thanks in advance! 😊

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Ryan Parker
Intercom Team
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jasmin.nNew Participant
posted in Product Tours
Product Tours

Hi All, I’m looking to go down the path of using Product Tours for the first time. Would love to see some examples of how others are using Product Tours and share any ideas/tips. Thanks, Jasmin

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Ryan Parker
Intercom Team
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Anouck LAMBERTNew Participant
posted in Messenger
Rules to trigger the News tab in Messenger

Same as for a workflow, I would like to be able trigger my News tab in the chat messenger to specific users only. In that way, I would like to set up rules. For instance, I would like a News XYZ to be visible only for Users A, but not for users B & C.

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Ryan Parker
Intercom Team
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Muhammad NisarConnector
asked in Tickets
Account Expir Issue

Our Intercom account, which we use for managing tickets and other tasks, has expired. This has made it difficult for us to create a video using the same account. Since this account is also linked to our developer account with the same email, we would like to explore possible solutions. Could you please let us know if there is an alternative option available or if we can downgrade our plan while still being able to create the video using the same account? Your guidance on this would be greatly appreciated. We would like to proceed with transferring the app ownership to the developer workspace. We’ve been waiting for your response over the past two weeks, and this transfer is important for us to move forward with our integration, which is currently pending. We’d really appreciate it if you could prioritize this request and initiate the transfer as soon as possible

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Ryan Parker
Intercom Team
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Vibhuti KhuranaNew Participant
asked in Messenger
Article suggestions in Messenger when User starts a conversation

How can I manage the article suggestions that comes in the messenger when a user asks a question? Lately we have been having issues with the article suggestions and want to improve/change it

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Adam Warden
John Pjontek
John PjontekNew Participant
asked in Fin AI Agent
What is your key Fin metric

Hey everyone! I’m curious to hear from other Fin users – what key metric are you focusing on to demonstrate Fin’s success to your organization? Personally, I’ve found that resolution rate isn’t always the best indicator since so many variables can impact it. For example, a customer might receive a perfect answer but still choose to speak to an agent, or Fin could close a conversation automatically due to spam, both of which can skew the resolution rate. I’m leaning toward deflection rate as a more telling metric – measuring the percentage of support handled by Fin versus what’s escalated to humans. But I realize this might be oversimplifying things. Would love to hear what others are tracking and why!

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John Pjontek
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SPOT Mídia DigitalNew Participant
asked in Fin AI Agent
Fin Can't Be Trained

I added a bunch of data from my database, but fin can’t answer a single question related to that.

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Adam Warden
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Santessa HenriquesNew Participant
asked in Product Tours
Why does my product tour take 6 seconds to show up?

Hello! The Product Tour is working as expected, but there's a noticeable delay—about 6 seconds—before it appears. Is there any way to make it load or display sooner? Thank you!

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Attila SimonNew Participant
asked in Article Help Center
custom subpath for the Help Center

Have anyone successfully created a custom subpath for the Help Center? I would like to make my Help Center available on our main domain www.oursite.com/help, but despite every setting, it only shows “Not found” error message. Intercom Support team has no clue...

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iampaulaaaNew Participant
asked in Conversations
How to help our product team understand the reason why users contacts our Support team

We are a startup business using Intercom for Customer Support. We received approximately 4K-5K conversations monthly. One of our main challenges is how to easily track and understand the reason why users are reaching out to our Support team. I’ve read about conversation tagging, conversation topics, and conversation attributes, but it doesn’t seem to be a perfect solution, or maybe I just can’t completely comprehend how to adapt them to our business. Do I need to use all of them together? Do we need integration with another tool or software? The end goal is to be able to convey to our product team our user's sentiments. Can someone please lend a helping hand?

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Anthony Miller 2New Participant
asked in Messenger
Anyone using a third party app for image uploads?

Curious to know if anyone is using something other than the native image/file uploader for customers inside of messenger ? Thanks for your insight!

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User1172New Participant
asked in Messenger
Forcing agents to apply tags before closing conversations

Is it possible to force the agents in our system to tag conversations before they close them? For example if an agent were to attempt to close the conversation without tagging it, it would send a message saying 'Please tag this message first!' and it would prevent them from closing the conversation

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Ludwig HedlundNew Participant
asked in Article Help Center
Migrate current helpdesk from Notion to Intercom

Hi, I want to move ~ 90 articles on our current helpdesk, which we have on Notion, to Intercom. What is the most pain free way for me to do this? I would of course prefer not to have to copy and paste each and every article… Looking forward to your answers!

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TBelevska
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Michael S11New Participant
asked in Contacts & Companies
How do I copy all user data from one Intercom workspace to another?

I am merging two intercom platforms into one. How do I ensure all of the data columns of an intercom csv export, is imported into the new Intercom? I exported the full data of a single user onto a CSV file. I IMPORTED the same CSV file after changing the email address as a test. Most of the data did not import, like "First Seen" etc. The 6 that the imported asked for worked fine (ID, email etc) It is critical that all of the data is imported. How? Thanks!

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TBelevska
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Sebastian_VNew Participant
asked in Workflows
Showing a Banner to First-Time Visitors (Not Signed-Up Users)

Hi everyone, I'm trying to set up a banner in Intercom that only shows for first-time visitors—specifically, those who haven't signed up or logged in yet. The goal is to show this banner to completely new users who are just landing on our site for the first time. I believe this is possible through Intercom's targeting logic, but I haven't been able to get it to display correctly. I’ve already created the banner and set some targeting rules, but it’s not showing up as expected. This is where I got stuck, I wanted to check here first in case anyone has done this successfully or has advice on setup? Has anyone managed to get this working? Would love any tips or steps to follow! Thanks!

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Adam Warden
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thomas923New Participant
asked in Conversations
Youcine Apk - where to download?

If you’re looking for a free streaming app with a huge collection of movies and TV shows, then Youcine TV APK is definitely worth a try. The app offers high-quality streaming with different resolution options, which is great for those with slower internet connections. I also love the fact that it supports multiple languages, making it accessible to a wider audience. Overall, it’s a great app that offers a premium experience without the need for a subscription.

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Helga KrugerNew Participant
asked in Conversations
Exporting data and attachments

How can conversation data, along with bulk attachments, be exported from the Help Desk?

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Jihan JavierNew Participant
asked in Conversations
How do you keep track of conversation topics without manually tagging conversations?

I'm curious to learn how some companies using Intercom keep track of conversation topics or common query themes without having to manually tag each conversation. We occasionally need to pull reports for customers to highlight common questions or trends, and I'm looking for ways to make this process more efficient. Would love to hear any best practices or tools you recommend!

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Dario RojasNew Participant
asked in Article Help Center
Issue with Manual Boot & CORS Error on First Login (Vite SPA)

We are experiencing an issue with manually booting the Intercom messenger in our React Single Page Application (SPA) using react-use-intercom. Goal: We need to initialize Intercom (using boot) only after a user successfully logs in, providing their userId and userHash (Identity Verification). The launcher should not appear on the login page. Problem: The Intercom messenger launcher fails to appear on the very first login after starting the application. However, if we then refresh the page, or log out and log back in during the same browser session, the launcher appears and works correctly. Implementation & Troubleshooting: We use <IntercomProvider appId="..." autoBoot={false}> wrapping our AuthProvider. Inside our AuthProvider, a useEffect hook triggered by the user state change calls Intercom('boot', { userId, name, userHash }). We've confirmed the boot function is called with the correct user data. We've confirmed window.Intercom exists before calling boot. We tried adding significan

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Jacques Reynolds
Intercom Team
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