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

2 days ago

Fin Community

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A

Amy DeFineNew Participant

Smart Replies - option to turn offSubmitted

I’d like to see the ability to turn off smart replies (at the admin level) to ensure an entire team is / is not using them as preferred by the org.

2

Beth FollowsNew Participant

Adjusting reply time for messengerSubmitted

Hello, Currently, setting wait times is a heavily manual task. Since Intercom calculates wait times as a company-wide average, we can't rely on the automated setting without giving inaccurate info to regional customers. Managing this manually across

1

ImmortalNew Participant

Allow workflow interactions without reopening closed conversationsSubmitted

We use an Intercom workflow triggered by “If teammate changes the conversation state” to collect CSAT after an agent closes a conversation.The workflow has multiple branches based on the customer's CSAT response, so we need to continue performing dif

1

Nicole DavisNew Participant

Knowledge source favorites tab/folderSubmitted

I would like to suggest the ability to favorite articles/folder items in the Knowledge category — our team updates a lot of files in the knowledge center through Intercom, and often times things get lost due to the high volume of articles. I would li

1

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

LouiseKleinNew Participant

Messenger

Reply Inbox Update Breaking Macro Formatting

The new update to the Reply Inbox is breaking our macros. It seems to normalize the text somehow and removes all line breaks. This only happens in the Reply Inbox; macros work as expected when starting a new conversation. Video attached.Any insight i

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,

Sabrina EichenbergerNew Participant

Add which tag was created to the conversation_part.tag.created topic payloadSubmitted

The payload for conversation_part.tag.created currently lists all active tags for a conversation, and does not indicate which tag initiated the topic. It would be helpful for routing web-hooks if the payload provided which tag was the new one.

1

BeccaNew Participant

Allow rename of help centersSubmitted

Once a help center is created, the name is completely uneditable. Please allow us to edit the names of help centers once they have been created.

1

IkromjonNew Participant

Messenger

Chat keyword search

When I search for chats that include in conversation, the list appears in Inbox.When I click on a conversation, I have to manually skim the conversation to locate where and when the word was used.If the system automatically highlight the word in the

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

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,

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

211

19 hours ago

K

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:

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,

771

3 days 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?

470

6 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

400

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6 days ago

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