**Category:** Feature Request | Fin AI Agent | Workflows
## Problem
When reviewing conversations in the Inbox using "Show conversation events," we can see *when* a Custom Answer triggered, but we have no visibility into:
- Which other Custom Answers were eligible to trigger for that conversation
- Why a specific Custom Answer was selected over others
- What the matching confidence level was
This makes it difficult for support teams to:
- Audit Custom Answer effectiveness
- Identify gaps in Custom Answer coverage
- Debug why a customer didn't receive the expected answer
- Train and improve Custom Answers based on actual conversation context
## Requested Feature
Add a **"Custom Answer Triggers"** section to the conversation events timeline that displays:
1. **Primary Match** — The Custom Answer that was sent (with matching score/confidence)
2. **Eligible Alternatives** — Other Custom Answers that matched the customer's question (listed by relevance)
3. **No Match** — When a question didn't trigger any Custom Answer, show why and suggest which Custom Answers could be created
4. **Rejection Reason** — If a Custom Answer didn't trigger due to conditions (audience rules, timing, frequency limits), display the reason
## Use Case
Our support team uses Custom Answers to automate common questions and improve Fin's resolution rate. Right now, we can only see that a Custom Answer fired, but not understand the matching logic or what alternatives existed. Having this visibility would help us:
- Validate that the right answer was shown
- Identify overlapping or redundant Custom Answers
- Find opportunities to expand Custom Answer coverage
- Improve our training data for better matching
## Additional Context
This aligns with Intercom's existing approach to transparency — similar to how "Troubleshoot Workflows" shows which workflow matched and why others didn't. Custom Answers deserve the same level of visibility for effective management.
Would this be something the product team could consider? Happy to discuss further.
Thanks!