Intercom Community | Community

Help Center
Academy
Developer Hub
Partner Hub
Hire an Expert

Create New Topic
Login

Are you building the wrong Fin Procedure first?

1 month ago

Intercom Community

Connecting Customers, Product Experts, Developers and Intercom Teams together

6,997 Topics
17,711 Replies
24,051 Members

Ask questions and find answers
Learn from experts
Connect and get inspired

JOIN THE COMMUNITY

Fin Q&A

Get inspired and engage in Fin discussions

Learning Webinars

Get the most out of Intercom and Fin

Product Q&A

Find answers and get expert advice

Product Wishlist

Suggest ideas and share upvotes

User Groups

Join a user group and connect with peers

Best Practices & Pro Tips

See top tips from users and Intercom team

News

New course: Mastering Fin Procedures is now live!

Fin & AI

Forum|Forum|7 days ago

771

Live Q&A with Experts – Register Now

Forum|Forum|3 months ago

5040

Engage in Popular Fin Topics

Improving Fin AI responses to vague queries
How do you improve your confirmed resolution rate?
Allow Fin to adapt a custom personality
What is considered a good Fin resolution rate?
Ability to categorise Custom Answers by category

Recent activity
Help others
Categories

S

Sascha GloeNew Participant

Using Cloud API for WhatsAppSubmitted

Currently we can use our phonenumber only on Intercom. But Intercom is limited in using this number and sending messages there. It is not even possible to use Intercoms API to send a transactional mail programmatically. It would be nice, if we could

2

CurtNew Participant

Enable tagging on all tickets, not just those shared with customersSubmitted

Currently, tags can only be applied to back-office tickets that have been shared with the customer. If a back-office ticket is internal-only (not shared), the tagging option is unavailable entirely.Ticket attributes could work, but are limited, e.g.

1

Gerald PradoConnector

Ability to fine tune when the Let Fin Handle block should send follow ups for inactive customers.Submitted

Currently within the Let Fin Handle boxes there is the option to Follow up with inactive email customers. But we don’t have a way to fine tune which interactions Fin should follow up with. As an example, if a customer has had a conversation with Fin

1

Julian BurkeNew Participant

Gated Custom Away Reasons for specific Team Inboxes or RolesSubmitted

The Problem:Currently, all custom away reasons are visible to every teammate workspace-wide. This creates unnecessary noise for departments with different workflows.The Request:Add a setting to restrict specific away reasons to certain Team Inboxes o

5

LukaPNew Participant

Mark conversations as unreadSubmitted

A person from customer should imo be able to mark a conversation as unread, even if they are not tagged in the convo

5

Crysta HuszaiNew Participant

Tooltips that are persistent indefinitelySubmitted

As the Manager of the Customer Onboarding team, we heavily rely on sandbox environments for customer enablement. Ideally, I’d be able to have tooltips that I can set to be persistent beyond the initial interaction so users can go back and review them

1

Jackson KhanConnector

Train Fin

How do I stop Fin from replying to conversations in the email channel if the customer CCs someone else?

A customer would reach out about a partnership and our Fin would rightly answer and suggest the customer reach out to partnership@, how sometimes the customers would then CC that email in the current conversation and Fin would not stop replying to bo

Bryan SchoenmakerNew Participant

Workflows & Automations

Capture feature requests & feedback with Intercom, any experience?

Using Intercom as a wishlist Our team is looking for a way to collect feature requests and feedback from our users. We have used third-party apps in the past, but we want to stray away from them for a number of reasons. My idea is to use Intercom for

301

12 hours ago

G

Greg_CNew Participant

Train Fin

How are you making Fin more proactive with session context?

I believe Fin is great when it answers from connected docs, but it gets a lot better when it can see what happened before the user opened chat. I am looking at three ways to make it more proactive:page/URL targeting in Workflows event-based triggers

231

12 hours ago

A

AlexCaravitisNew Participant

Bulk export conversation content via UISubmitted

Today you have 3 options:Export conversation metadata in bulk (but that does not have the actual content of the conversations) Export individual conversation content (but not bulk) Export bulk content with API calls (one for conversation list and mul

25

Jackson KhanConnector

Train Fin

How do I stop Fin from replying to conversations in the email channel if the customer CCs someone else?

A customer would reach out about a partnership and our Fin would rightly answer and suggest the customer reach out to partnership@, how sometimes the customers would then CC that email in the current conversation and Fin would not stop replying to bo

Bryan SchoenmakerNew Participant

Workflows & Automations

Capture feature requests & feedback with Intercom, any experience?

Using Intercom as a wishlist Our team is looking for a way to collect feature requests and feedback from our users. We have used third-party apps in the past, but we want to stray away from them for a number of reasons. My idea is to use Intercom for

301

12 hours ago

G

Greg_CNew Participant

Train Fin

How are you making Fin more proactive with session context?

I believe Fin is great when it answers from connected docs, but it gets a lot better when it can see what happened before the user opened chat. I am looking at three ways to make it more proactive:page/URL targeting in Workflows event-based triggers

231

12 hours ago

H

Heather WillsonConnector

Test Fin

Escalation Rule triggering batch testing.

Hopefully I can describe this as simply as possible to see if this is expected or if anyone has run into this.I have an escalation rule set and live for audience A. I have batch testing setup in the test section and for each batch I set an audience B

Lawrence TohNew Participant

Reporting

Handling time affected by Snooze

I have a workflow set up as follows:If the customer has been unresponsive for 30 seconds → Snooze (4 hours) → Closing message → CSAT → Close.The issue I’m facing is that when the snooze timer ends, the conversation is assigned to another teammate (e.

yuri889New Participant

Workflows & Automations

Script execution conflict causing Intercom Messenger to fail on mobile web views

Hi everyone,I’ve been working on integrating the Intercom Messenger into a custom web application, and I’ve run into a specific technical hurdle that I’m hoping the community can help with.I am currently using a delta vietnam setup to execute some ba

141

D

1 day ago

Julie EdwardsNew Participant

Apps & Integrations

Private Statuspage Intercom Integration?

We just signed up for statuspage and would like to keep our statuspage private and only expose it to users in the messenger. It looks like the integration only supports public pages. Does anyone know of a workaround?

50

1 day ago

M

Melodie HauckNew Participant

Apps & Integrations

Intercom - Linear integration comments

We’ve recently added the Linear integration with Intercom. In our day to day use of it we have noticed that there does not seem to be a way for any comments from Linear to come appear as notes in Intercom. I understand MCPs are the recommended way to

80

M

2 days ago

dliitgroupNew Participant

Test Fin

Time and Attendance Software Saudi Arabia

DLI-IT Group delivers the finest HR software in Dubai for modern offices. You deserve a setup that tracks people without any manual errors. Our local specialists create platforms that lighten your workload every single morning. We know tech can be fr

30

2 days ago

dliitgroupNew Participant

Train Fin

time attendance system software Saudi Arabia

DLI-IT Group delivers the finest HR software in Dubai for modern offices. You deserve a setup that tracks people without any manual errors. Our local specialists create platforms that lighten your workload every single morning. We know tech can be fr

60

2 days ago

News & Updates

-

News & Updates

8 topics

Fin

The #1 AI agent for customer service

Analyze Fin

25 topics

Train Fin

85 topics

Test Fin

29 topics

Deploy Fin

54 topics

Fin FAQs

20 topics

Fin Tips and Best Practices

Discover Fin & AI best practices, tips and workarounds from Fin users, industry leaders and the Intercom Team

Fin Tips from Expert Users

11 topics

Fin Tips from the Intercom Team

15 topics

AI Transformation Stories

10 topics

Intercom Product Area

Intercom Q&A

Outbound

1072 topics

Inbox

778 topics

Knowledge

452 topics

Workflows & Automations

561 topics

Messenger

493 topics

Contacts

192 topics

Tips from the Intercom Team

Getting started with Intercom

12 topics

Tips for Developers

7 topics

Intercom for Human Support

8 topics

Intercom for Automated Support

8 topics

The Workflow Recipe Book

8 topics

Tips from Expert Users

Getting started with Intercom

1 topic

Use Intercom like a PRO

5 topics

Apps & Integrations

1 topic

Welcome

New Members

3 topics

Expert Users

5 topics

Expert Program Q&A

2 topics

Expert Profiles

5 topics

Ask your question

Hire an Expert

Meet our Community Champions!

Connect with Intercom & Fin Experts, Consultants and Developers.

Tap into their expertise and elevate your experience!

Events calendar

User Leaderboard

The leaderboard has reset

Wondering what that means? It's your chance to make it to the top.

Become active

Show full leaderboard

The leaderboard has reset

Wondering what that means? It's your chance to make it to the top.

Become active

Show full leaderboard

Employee Leaderboard

Meet the Community Experts

Kevin Bendixen

Community Expert

Milan Markov

Intercom Certified Partner

Nathan Sudds

Community Expert

Connect, learn and share

Join a discussion group to connect with peers, learn, get inspired and share knowledge. Engage with like-minded Intercom customers, partners and experts.

Join a User Group



Company	Community	Get involved	Resources	Support

About	Getting started	User Groups	User tips	Forum Support

Customers	Community Guidelines	Idea Exchange	Academy	Help Center

Careers	Community Q&A	Developer Hub	Books and Webinars	FAQ

Newsroom	News & Updates	Service Partner Hub	Blogs and Podcasts	User Groups

Powered by Gainsight

Terms & Conditions Accessibility statement

Join the Intercom Community 🎉

Already have an account? Login

Intercom Customers and Employees

Log in with SSO

or

Username *

E-mail address *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Login to the community

No account yet? Create an account

Intercom Customers and Employees

Log in with SSO

or

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK

Intercom Community

New course: Mastering Fin Procedures is now live!

Live Q&A with Experts – Register Now

Engage in Popular Fin Topics

Hire an Expert

Events calendar

User Leaderboard

The leaderboard has reset

The leaderboard has reset

Employee Leaderboard

Meet the Community Experts

Connect, learn and share

Company

Community

Get involved

Resources

Support

Join the Intercom Community 🎉

Intercom Customers and Employees

Login to the community

Intercom Customers and Employees

Scanning file for viruses.

This file cannot be downloaded