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Pioneer: A summit where CX leaders redefine what's possible

3 days ago

Fin Community

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Z

zerodownresearcherNew Participant

Test Fin

Zerodown security test topic - ignore

harmless security test marker zdt77

Kristine M12New Participant

Workflows

Value Enhancement Score Followup Survey Aftewr CSAT Score

Hello Community!Hopefully someone can advise on how to solve this.I have asked Fin AI and there is also a human support agent looking into this, so it seems like it is not a simple thisng to set up?So the main challenge I want to solve is as follows:

261

8 hours ago

L

Louis D'ambrosioNew Participant

Abandoned Call vs Missed CallSubmitted

It looks like calls abandoned in queue are considered as missed too. However, if not assigned to a teammate, it should not be considered missed. A missed call should be assigned but unanswered. Is there a way to make that distinction so reporting can

1

30

L

9 hours ago

michelvilsenNew Participant

Analyze Fin

How are you using Fin AI to improve customer support quality?

Hi everyone,I'm currently exploring different ways to improve customer support workflows using AI. I was wondering how other teams are measuring the quality of responses generated by Fin AI.A few questions I have:What metrics do you monitor the most?

501

10 hours ago

L

LouiseKleinNew Participant

Messenger

Tagging and Hotkeys

Have there been any updates or recent changes to the tagging/hotkeys product?Previously, when adding multiple tags to a conversation, you could type a tag, press Enter, and remain in the tag window to immediately enter the next one. Since yesterday,

101

11 hours ago

V

Vance (Vini)New Participant

smart replySubmitted

It would be nice to have an option to manage smart replies manually as if they were macros instead of having to rely on the AI.

1

Nikki DeaseNew Participant

Wildcard placeholders for Intercom macrosSubmitted

It would be helpful to have the ability to insert wildcard placeholders (***) into Intercom macros for use with macros which must be edited prior to sending. The wildcard would disable the message from being sent until resolved.

1

Sabrina EspinozaNew Participant

Filter shortcut macros by their folder in settingsSubmitted

We can group macros into folders in the inbox settings > Macros but when agents are handling tickets, it is still one long list of macros to select from. It would be helpful to filter the shortcut when handling tickets to one specific folder so th

2

Marie BaierNew Participant

Bulk assign Macros to teamsSubmitted

Aside from bulk deleting macros, another helpful feature would be to be able to assign them to specific teams in bulk. Doing this one by one is tedious and time consuming.

2

LizaNew Participant

Delivery Failure Event for Agent MessagesSubmitted

Please add a delivery-failure event for agent messages sent from Support conversations, including the Conversation ID and Message ID. This would allow us to automatically detect failed deliveries, trigger Workflows, and notify our Support team withou

1

Kristine M12New Participant

Workflows

Value Enhancement Score Followup Survey Aftewr CSAT Score

Hello Community!Hopefully someone can advise on how to solve this.I have asked Fin AI and there is also a human support agent looking into this, so it seems like it is not a simple thisng to set up?So the main challenge I want to solve is as follows:

261

8 hours ago

michelvilsenNew Participant

Analyze Fin

How are you using Fin AI to improve customer support quality?

Hi everyone,I'm currently exploring different ways to improve customer support workflows using AI. I was wondering how other teams are measuring the quality of responses generated by Fin AI.A few questions I have:What metrics do you monitor the most?

501

10 hours ago

L

LouiseKleinNew Participant

Messenger

Tagging and Hotkeys

Have there been any updates or recent changes to the tagging/hotkeys product?Previously, when adding multiple tags to a conversation, you could type a tag, press Enter, and remain in the tag window to immediately enter the next one. Since yesterday,

101

11 hours ago

N

Nicole Thornhill [they/she]New Participant

Messenger

case note formatting - text inside ** [text] ** now bolds the text.

I understand why this changed, but this is effecting specific internal note structures used because we can’t further filter our inbox beyond open/snoozed/closed. ** WOC ** now changes automatically to WOC [the bold doesn’t appear formatted in the pos

ryansonu68New Participant

Knowledge Base

What are the SEO services

Search engine optimization (SEO) services improve a website's visibility and organic rankings on search engines like Google. Core offerings typically include technical site audits, keyword research, on-page content optimization, off-page link buildin

Janita HalminenNew Participant

Reporting

Report: Incorrect translation, Finnish

In office hours, the word “minuutin” is inflected incorrectly. Should be “minuuttia”.

peterraghebNew Participant

Data

Distinguishing ticket creation source (manual vs. API)

I'm trying to distinguish how a ticket was created — specifically whether it was created manually by a teammate in the inbox, or created programmatically via the API (e.g. from a custom application).The goal is to build a report on this breakdown, ei

251

1 day ago

M

Marie GouilliardNew Participant

Support Operations

What are the best practices for making Fin AI proactive?

Anyone else making Fin proactive? How are you triggering it — quick replies or the banner with the three options?We've connected live user activity from Amplitude into Fin soand are using it to make Fin proactive based on real-time behavior. Trying t

Santi AñezNew Participant

Reporting

Dataset Export not showing Brand filter options (Daily Report works fine)

Hi everyone,I'm having an issue with Dataset Export in Intercom.In Daily Report I can successfully filter by "Brand is not [specific brand]" and get the correct data.However, when I go to Dataset Export, the same Brand filter is available in the UI,

921

4 days ago

J

Jasmine BrownNew Participant

Deploy Fin

Fin Handoff Issue - Agent Replies not Appearing

Hi all,We're seeing an issue after conversations are handed off from Fin to Zendesk:Customer messages are successfully reaching Zendesk Conversations are being assigned to agents as expected Agents can reply from ZendeskHowever, the customer never re

460

J

7 days ago

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