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We are looking to open Fin up to internal employees (sales, onboarding, CSM’s, etc) to help answer product questions. We have generally used a Slack channel to answer these questions. So what I would like to do is find a way to auto send the teammate’s question to that Slack channel if Fin can’t answer. Any suggestions on how to do this?

Attached is the Workflow I had attempted, where “Get more help” sent a notification to the Slack channel, but it didn’t show up as messages normally do. (Screenshot also attached of how it came through.)

Hey there @Sam M13 !

The Slack integration should send a notification over to that Slack channel. But your team would still need to go over to Intercom to respond to the customer.

If you are looking to have them respond to the customer from Slack then your dev team would need to build that functionality out using the Intercom Webhooks and REST API along with those on the Slack side of things.

@Jacob Cox we just need the notification to include the question asked to Fin. No back and forth needed between Slack and Intercom. Normally when a message is sent to a channel and triggers a Slack notification, it includes the text from the customer. But when it’s Fin, it sends a “User started a conversating using a Messenger Workflow”. Is there any way to force Intercom to send the question that was asked to Fin?

 

Hey there @Sam M13 !

There isn’t a way to customize the integration’s behavior. The best way to accomplish this would be to create a Custom Action in Intercom that sends that information over to Slack and then insert that Custom Action into your Workflow. 

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