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How do you filter out ad-hoc follow-ups from Fin Response Time metrics?

  • January 9, 2026
  • 2 replies
  • 178 views
Josh Teller

Hi everyone,

My team is trying to refine our reporting, and we’re running into an issue where our "First Response Time" metrics are being skewed.

We are trying to measure the speed of our agents picking up a chat specifically after Fin hands it off.

However, we often have scenarios where Fin closes a chat without human interaction. Then, a few days later, we might manually check in on that user or follow up on the closed conversation. Currently, the reporting counts those intervening days as "wait time," which makes our response metrics look inaccurate (showing 2+ day response times for chats that were actually closed).

Does anyone have a workaround or a specific filter setup that isolates "Active Fin Hand-offs" vs. "Manual Follow-ups on Closed Chats"? We want to see how fast we are responding to immediate needs, without the data being dragged down by our sporadic follow-ups.

Thanks in advance!

Best answer by Ebenezer.Laleye

Hi ​@Josh Teller ! Ebenezer here from Engineering Support👋.


First Response Time starts at conversation creation. If Fin auto-closes and a human replies days later, that reply looks like a multi-day FRT. Excluding bot time helps, but it won’t remove these late follow-ups.

Here a way to fix this:
Use assignment-based metrics instead of standard FRT.

Primary KPI: Active Fin hand-offs

  • Metric: Team assignment to first response (median)

  • Filters:

    • Fin participated = true

    • Bot inbox time excluded

  • This measures only the time from Fin handing off into a team’s queue to the first human reply.

Track manual follow-ups separately

  • Best: tag them (e.g. manual_followup_on_closed) via a workflow or macro and report on those tags.

  • Alternative: use a heuristic filter (e.g. Fin participated = true and First response time > 24h).

 

 

2 replies

E
Intercom Team
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  • Ebenezer.LaleyeIntercom Team
  • Intercom Team
  • Answer
  • January 14, 2026

Hi ​@Josh Teller ! Ebenezer here from Engineering Support👋.


First Response Time starts at conversation creation. If Fin auto-closes and a human replies days later, that reply looks like a multi-day FRT. Excluding bot time helps, but it won’t remove these late follow-ups.

Here a way to fix this:
Use assignment-based metrics instead of standard FRT.

Primary KPI: Active Fin hand-offs

  • Metric: Team assignment to first response (median)

  • Filters:

    • Fin participated = true

    • Bot inbox time excluded

  • This measures only the time from Fin handing off into a team’s queue to the first human reply.

Track manual follow-ups separately

  • Best: tag them (e.g. manual_followup_on_closed) via a workflow or macro and report on those tags.

  • Alternative: use a heuristic filter (e.g. Fin participated = true and First response time > 24h).

 

 

Ebenezer - Customer Support Engineer
    Josh Teller
    • Josh Teller
    • Author
    • New Participant
    • January 26, 2026

    Thank you!

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