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Hello! 

 

I have put in a lot of work the last couple months to optimize our Intercom Workspace as well as Fin AI. We are seeing great results with our AI optimization (15% increase in resolution rates and a 21% decrease un unaswered questions!). I typically monitor the unassigned inbox to identify conversations that did not get routed through a workflow and then I add logic/configurations to ensure it doesn’t happen again. Everything is flowing as it should, except we continue to get spam/marketing emails to unassigned very consistently. Typically these are not assigned to a team and I just close them out. My question is, how do others handle these types of emails or conversations? Is there a way to do this with Fin but not use our resolutions? I want to maximize our teammate efficiency so I don’t want them to route to a team inbox where they spend time simply closing the conversations. 

 

Any insight or recommendations are appreciated!

​@ChelseaRentPrep  Nice work getting Fin resolution rates increased!  🚀

I highly recommend checking out the AI Categorization Beta -- check out this video from the Intercom team about using it for this use case of Spam Detection, we’ve implemented it for several of our Intercom Consulting clients and it’s working very well!

Added bonus it doesn’t use resolutions at least not currently, not sure if that will change but it’s a huge improvement over the current spam filters from Intercom. 

 

Let me know how it goes!

This is a great idea! I already utilize AI categorization so it should be an easy adjustment. Thank you ​@Nathan Sudds!

Nice work on the improvements! For spam, try setting up rules to auto-tag and close based on keywords or sender domains. You can also build a Fin path to handle and close these without using teammate time or counting toward resolutions.

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