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How to easily tag & remove conversations that were never progressed to be handled?

  • April 8, 2025
  • 1 reply
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H
  • Hol
  • New Participant

Hi all,

 

I have been working on our Fin Involvement and as such the answer rate also. In looking at these I can see that there are a section of our conversations that have no Fin involvement but no set way to remove them from the reporting to get more accurate figures.

 

They are conversations that have come through the chat flow and have started but the customers leave before it can progress, I have been referring to them as abandoned but not as the Fin reporting is so now call them unanswered. I am looking for an easy way to identify and tag to remove from reporting.

 

Does anyone else have experience with this and can share how you worked around this? 

 

Thanks in advance! 

Best answer by Jacques Reynolds

Hey ​@Hol  👋 Jacques here from Intercom Support. I hope all is well today!

To address this issue of identifying and tagging conversations that are started but abandoned before Fin AI can engage, you can use the "Abandoned" view in the default Fin AI Agent folder. This view includes conversations where the customer didn't receive an answer and became inactive, which aligns with your description of "unanswered" conversations.

Additionally, you can create a custom view in the Inbox to see these conversations in real time. This involves tagging conversations and setting up a custom list to track them . By filtering out these conversations, you can achieve more accurate reporting on Fin's involvement and answer rates.

Hope this helps!

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Jacques Reynolds
Intercom Team
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Hey ​@Hol  👋 Jacques here from Intercom Support. I hope all is well today!

To address this issue of identifying and tagging conversations that are started but abandoned before Fin AI can engage, you can use the "Abandoned" view in the default Fin AI Agent folder. This view includes conversations where the customer didn't receive an answer and became inactive, which aligns with your description of "unanswered" conversations.

Additionally, you can create a custom view in the Inbox to see these conversations in real time. This involves tagging conversations and setting up a custom list to track them . By filtering out these conversations, you can achieve more accurate reporting on Fin's involvement and answer rates.

Hope this helps!

Jacques Reynolds

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