Collecting Fin's attributes

Question

I would love to have an option to involve in only for collecting conversation Attributes. Right now it is not possible and any workaround works.  Even if I create a special tag/inbox for collecting attributes Fin must be involved which means even if it meet the escalation rule, it will reply that the conversation has been passed on. I would like Fin working in the background, collecting attributes from ALL conversations.  Maybe managing the Fin’s steps (in Let Fin handle nod in workflows) would be a solution. I mean turning off using content, guidances and leaving just collecting attributes would do the trick.

Nathan Sudds · Accepted Answer

​@Charlie Marmuszewski I also agree it would be good to have this feature even in workflows that don’t involved Fin in any other way -- but I think at the moment you can still do it with the AI Categorization option in the Workflows but they are saying this will be going away.We were using this for clients to improve spam detection and handling Emails that weren’t setup to do Fin over Email but we wanted to categorize. I would love to see an option to pay a lower amount for organization or have that included in a monthly Fin subscription for categorization and some other things that aren’t maybe involved in resolutions.

maxmarroni · Answer

Has anyone got any workarounds for this?I’ve just moved from a company that still had the AI Category Detection beta to one without, and I miss it so much. The old way was so flexible and you could use it wherever you wanted, but Fin Attributes can only be used in conversations where Fin is properly involved. It’s so much more limited.I tried working around it by having an escalation rule to just pass to Fin but then immediately escalate, but as Charlie said it doesn’t seem possible to get Fin to not send a message to explain it’s escalating. I even tried using Guidance to stop it sending that message, but that didn’t work either.I want to automatically categorise the topic and urgency of emails for a team that isn’t ready to use Fin yet, and there doesn’t seem to be a way using Fin Attributes.I’m on the verge of using the API and n8n to build it myself, but that seems like such a waste of time when I know the feature exists in Intercom.

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