Hi @Dave C 

Jennifer here from Support for Intercom

There are two Fin related Inbox view filters that customer's can use: Fin involved and Fin AI answers enabled. Conversations will match the Fin Involved filter if any Fin profile has matched in the conversation, including AI Answers and Custom Answers. Conversations should only match the Fin AI answers enabled filter if a Fin profile with only AI answers enabled has matched.

This article explains those filters in more detail - https://www.intercom.com/help/en/articles/7860256-fin-conversations-in-the-inbox

If you want to see what conversations where a user interacted with a Fin profile that only has AI answers enabled, and was then routed to the team, you could create a view with the filter "Fin AI answers enabled is true" AND "Team assigned is not None".

Here's a screenshot of what that would look like👇

This view would show conversations that matched a Fin profile that only has AI answers enabled (no Custom/Res Bot answers), and is assigned to any team.

If you want even greater filtering control, you could add a tag to a conversation when Fin hands the conversation over to the team.

Here's a screenshot of what that could look like 👇

You could then use the conversation tag in an inbox view to identify conversations that were assigned to a team after fin tried to answer and use it in Reports.

Hope this helps 🚀

I’m so lost! Just want to figure this all out so I can register my business. We have a website that we have left useless that just leads anyone back to Facebook. I’m pulling my hair out (not literally - I am always called a PollyAnna) over being so lost!

​@Dave C if you’re looking to automatically tag Fin conversations with categories, subcategories, etc. for better reporting, that’s exactly what our integration helps with. We analyze every conversation and apply structured tags, so your team can track key topics without manual effort.

We’re on the Intercom App Store under Dimension Labs—feel free to check it out. 

— Eric from Dimension Labs

This response doesn’t really help. Is it possible to have FIN tag the conversation if it’s about a specific topic? So let’s say our customers ask how they can get more bank transaction history in their spreadsheet. Fin is good at answering these questions and they often get resolved, but we don’t have a way to tag them “wants more history” as far as I know. 

I could use a workflow but I have to pick the correct set of “message content contains” keywords and that can mean we lose some conversations in the metrics if the message doesn’t contain the exact right keywords. 

Fin does a great job resolving these, but we’re losing the data on them. 

I set up a topic for this and that’s mostly helpful for reporting, but I want a tag as well. Is this feature in the works? Something like if Fin recommends X help article or steps then tag conversation with Y.