Video: Community Meetup Office Hours, April 27, 2026 | Duration: 4388s | Summary: Community Meetup Office Hours, April 27, 2026. Topics covered: Office Hours Welcome, Welcome and Introductions, Team Check-In, Q&A Session, Fin Guidance Features, Audience Targeting Setup, Audience Targeting, User Audience Recognition, QA and Monitoring, Q&A Session, Audience Targeting Setup, Audience Targeting Setup, Audience Targeting Procedures, Troubleshooting Fin Recognition, Audience Targeting Procedures, Guidance Troubleshooting, Monitoring Fin Performance, Analyze and Monitor, Q&A Session, Fin Re-engagement Scenarios, Uploading Knowledge Data, Fin CLI Demo, Support Queue Management, Expert Resources, Support Contact Issues, Troubleshooting Support Scenarios, Escalation Rules Setup, Closing Remarks, Q&A Session, Data Upload Strategies, FIN CLI Setup, Open Q&A Session, Queue Management Solutions, Contact Support Issue, Closing and Feedback, Wrap Up | Chapters: Office Hours Welcome (5s), Welcome and Introductions (72s), Team Check-In (132s), Q&A Session (197s), Fin Guidance Features (340s), Audience Targeting Setup (488s), Audience Targeting (569s), User Audience Recognition (736s), QA and Monitoring (1231s), Q&A Session (1996s), Audience Targeting Setup (2029s), Audience Targeting Setup (2183s), Audience Targeting Procedures (2300s), Troubleshooting Fin Recognition (2512s), Audience Targeting Procedures (2594s), Guidance Troubleshooting (2721s), Monitoring Fin Performance (2998s), Analyze and Monitor (3215s), Q&A Session (3487s), Fin Re-engagement Scenarios (3665s), Uploading Knowledge Data (3877s), Fin CLI Demo (4181s), Support Queue Management (4463s), Expert Resources (4708s), Support Contact Issues (4802s), Troubleshooting Support Scenarios (5214s), Escalation Rules Setup (5692s), Closing Remarks (6037s), Q&A Session (6129s), Data Upload Strategies (6510s), FIN CLI Setup (6886s), Open Q&A Session (7077s), Queue Management Solutions (7140s), Contact Support Issue (7439s), Closing and Feedback (8205s) Video: Community Meetup Office Hours, April 20, 2026 | Duration: 3580s | Summary: Community Meetup Office Hours, April 20, 2026. Topics covered: Office Hours Welcome, Session Introduction, Workflow Setup Basics, Troubleshooting Fin Articles, Workflow Testing Issues, Workflow Troubleshooting, Workflow Branching Strategies, Slack Notification Setup, Routing Configuration Issues, Troubleshooting Workflow Issues, Filtering Message Triggers, Email Workflow Setup, Community Support Resources, Technical Setup Issues, Q&A Session Opens, Workflow Setup Demo, Searching Intercom Outage, Workflow Testing Challenges, Workflow Troubleshooting, Workflow Management Strategies, Workflow Escalation Strategies, Slack Notification Troubleshooting, Slack Integration Setup, Workflow Troubleshooting, Workflow Troubleshooting, Community Support Resources, Closing Discussion, Technical Difficulties, Monitor Questions & Feedback, Intercom Website Customization, Wrap-Up & Next Steps, Monitor Feedback Discussion, Closing Remarks, Wrap-Up and Next Steps | Chapters: Office Hours Welcome (4s), Session Introduction (100s), Workflow Setup Basics (246s), Troubleshooting Fin Articles (567s), Workflow Testing Issues (750s), Workflow Troubleshooting (990s), Workflow Branching Strategies (1274s), Slack Notification Setup (1597s), Routing Configuration Issues (2428s), Troubleshooting Workflow Issues (2488s), Filtering Message Triggers (2571s), Email Workflow Setup (2651s), Community Support Resources (2699s), Technical Setup Issues (2801s), Q&A Session Opens (2904s), Workflow Setup Demo (3041s), Searching Intercom Outage (3271s), Workflow Testing Challenges (3681s), Workflow Troubleshooting (3869s), Workflow Management Strategies (4044s), Workflow Escalation Strategies (4255s), Slack Notification Troubleshooting (4455s), Slack Integration Setup (4745s), Workflow Troubleshooting (5136s), Workflow Troubleshooting (5294s), Community Support Resources (5541s), Closing Discussion (5645s), Technical Difficulties (5679s), Monitor Questions & Feedback (5758s), Intercom Website Customization (5924s), Wrap-Up & Next Steps (6253s), Monitor Feedback Discussion (6449s), Closing Remarks (6583s) Video: Community Meetup Office Hours, April 13, 2026 | Duration: 5252s | Summary: Community Meetup Office Hours, April 13, 2026 Video: Community Meetup Office Hours, April 6, 2026 | Duration: 3936s | Summary: Community Meetup Office Hours, April 6, 2026. Topics covered: Welcome & Introduction, Spam Filtering Setup, Attribute Taxonomy Strategy, Managing Multiple Brands, Email Forwarding Setup, Email Forwarding Setup, Q&A Session, Email Routing Logic, Procedures vs Guidance, Looping Through Organizations, Workspace Identification Solutions, Workarounds and Solutions, Workspace Integration Solutions, Custom Objects Discussion, Series Configuration, Closing Remarks, Closing and Community, Wrap-Up and Farewell | Chapters: Welcome & Introduction (4s), Spam Filtering Setup (150s), Attribute Taxonomy Strategy (311s), Managing Multiple Brands (472s), Email Forwarding Setup (743s), Email Forwarding Setup (1198s), Q&A Session (1456s), Email Routing Logic (1504s), Procedures vs Guidance (1735s), Looping Through Organizations (1952s), Workspace Identification Solutions (2124s), Workarounds and Solutions (2344s), Workspace Integration Solutions (2563s), Custom Objects Discussion (2721s), Series Configuration (3040s), Closing Remarks (3331s), Closing and Community (3503s), Wrap-Up and Farewell (3656s) Video: Community Meetup Office Hours, March 30, 2026 | Duration: 5132s | Summary: Community Meetup Office Hours, March 30, 2026 Video: Community Meetup Office Hours, March 23, 2026 | Duration: 5324s | Summary: Community Meetup Office Hours, March 23, 2026. Topics covered: Welcome to Office Hours, Introducing Office Hours, Reporting and Analytics, Batch Testing Strategies, Customizing Fin's Handling, Testing AI Responses, Intercom MCP Usage, Batch Testing Feedback, Intercom-Claude Integration, AI-Powered Data Insights, Troubleshooting Knowledge Sources, Troubleshooting Intercom Finn, Fin Targeting Issues, Audience Segmentation Challenges, HubSpot Integration Challenges, Enhancing Customer Information, Improving Finn's Responses, FinAI Guidance Refinement, Optimizing AI Guidance, Handling Support Escalations, Email Support Guidance, Email Integration Tips, Launching Finn Successfully | Chapters: Welcome to Office Hours (5s), Introducing Office Hours (38s), Reporting and Analytics (311s), Batch Testing Strategies (679s), Customizing Fins Handling (830s), Testing AI Responses (1167s), Intercom MCP Usage (1385s), Batch Testing Feedback (1596s), Intercom-Claude Integration (1773s), AI-Powered Data Insights (2079s), Troubleshooting Knowledge Sources (2726s), Troubleshooting Intercom Finn (2836s), Fin Targeting Issues (2934s), Audience Segmentation Challenges (3023s), HubSpot Integration Challenges (3091s), Enhancing Customer Information (3201s), Improving Finns Responses (3348s), FinAI Guidance Refinement (3458s), Optimizing AI Guidance (3594s), Handling Support Escalations (3766s), Email Support Guidance (3924s), Email Integration Tips (4131s), Launching Finn Successfully (4518s) Video: Community Meetup Office Hours, March 16, 2026 | Duration: 5192s | Summary: Community Meetup Office Hours, March 16, 2026. Topics covered: Welcome and Introduction, Claude and Intercom, Technical Difficulties Resolved, Company Data Management, Editing Company Information, InCycle for Data Management, User Permissions Issues, Editing Lead Data, Product Wishlist Navigation, Knowledge Base Writing, SLA Configuration Strategies, Community Support Discussion, FinAI Implementation Challenges, Iterating and Testing, Attribute Escalation Benefits, Iterating AI Guidance, Answering Customer Questions, Intercom Phone Features, Live Transcription Request, Wrapping Up Meeting, Improving Deflection Rates, Conclusion and Resources | Chapters: Welcome and Introduction (2s), Claude and Intercom (416s), Technical Difficulties Resolved (865s), Company Data Management (1067s), Editing Company Information (1298s), InCycle for Data Management (1386s), User Permissions Issues (1534s), Editing Lead Data (1658s), Product Wishlist Navigation (2041s), Knowledge Base Writing (2246s), SLA Configuration Strategies (2397s), Community Support Discussion (2539s), FinAI Implementation Challenges (2874s), Iterating and Testing (3534s), Attribute Escalation Benefits (3657s), Iterating AI Guidance (3771s), Answering Customer Questions (3960s), Intercom Phone Features (4033s), Live Transcription Request (4202s), Wrapping Up Meeting (4523s), Improving Deflection Rates (4540s), Conclusion and Resources (4826s) Video: Community Meetup Office Hours, March 09, 2026 | Duration: 3608s | Summary: Community Meetup Office Hours, March 09, 2026. Topics covered: Daylight Savings Confusion, Monday's Daylight Savings, UI Limitations Discussion, Community Feedback Discussion, Tracking SLA Times, MCP Server Discussion, Community Resources Overview, AI Integration Challenges, Concluding Thoughts | Chapters: Daylight Savings Confusion (1s), Mondays Daylight Savings (101s), UI Limitations Discussion (147s), Community Feedback Discussion (449s), Tracking SLA Times (590s), MCP Server Discussion (1043s), Community Resources Overview (1792s), AI Integration Challenges (2746s), Concluding Thoughts (3434s) Video: Community Meetup Office Hours, March 02, 2026 | Duration: 4424s | Summary: Community Meetup Office Hours, March 02, 2026. Topics covered: Community Q&A Introduction, Attributes and Reporting, Zendesk Integration Troubleshooting, Email Forwarding Troubleshooting, Troubleshooting Fin Integration, Troubleshooting Conversation Events, Configuring Fin Boxes, Fin Workflow Troubleshooting, Procedures and Resolution, Billing Integration Challenges, Troubleshooting App Conflicts, Leveraging Support Insights, Closing Remarks | Chapters: Community Q&A Introduction (5s), Attributes and Reporting (90s), Zendesk Integration Troubleshooting (558s), Email Forwarding Troubleshooting (1356s), Troubleshooting Fin Integration (1951s), Troubleshooting Conversation Events (2125s), Configuring Fin Boxes (2240s), Fin Workflow Troubleshooting (2430s), Procedures and Resolution (3088s), Billing Integration Challenges (3492s), Troubleshooting App Conflicts (3657s), Leveraging Support Insights (4036s), Closing Remarks (4336s) Video: Community Meetup Office Hours, February 23, 2026 | Duration: 5272s | Summary: Community Meetup Office Hours, February 23, 2026. Topics covered: Welcome to Office Hours, Welcome and Questions, Intercom Goals Discussion, CX Score Explained, Tags vs Attributes, Conversation Management Strategies, Tickets vs Conversations, Conversations vs. Tickets, Ticket vs Conversation, FIN Procedures Overview, Procedures and Simulations, Procedures and Simulations, Procedures vs. Escalation, Procedures vs. Guidance, Report Discrepancy Discussion, Troubleshooting SLA Reports, Gathering Customer Feedback, Refining Feedback Attributes, Feature Request Analysis, Sharing Cloud Artifacts, Customer Trust Issues, Concluding Data Analysis, Visual Report Generation | Chapters: Welcome to Office Hours (5s), Welcome and Questions (69s), Intercom Goals Discussion (157s), CX Score Explained (222s), Tags vs Attributes (556s), Conversation Management Strategies (921s), Tickets vs Conversations (1080s), Conversations vs. Tickets (1187s), Ticket vs Conversation (1301s), FIN Procedures Overview (1464s), Procedures and Simulations (1840s), Procedures and Simulations (2061s), Procedures vs. Escalation (2519s), Procedures vs. Guidance (2678s), Report Discrepancy Discussion (2845s), Troubleshooting SLA Reports (2989s), Gathering Customer Feedback (3209s), Refining Feedback Attributes (3367s), Feature Request Analysis (3806s), Sharing Cloud Artifacts (4984s), Customer Trust Issues (5057s), Concluding Data Analysis (5131s), Visual Report Generation (5237s) Video: Intercom Office Hours, February 11, 2026 | Duration: 3472s | Summary: Intercom Office Hours, February 11, 2026. Topics covered: Welcome and Introductions, Skipping Finn Automation, Help Center Focus, Support Training Tools, Customer Support Challenges, Intercom Conversation Management, Clarifying User Issues, CSAT Interface Updates, Maximizing Intercom Engagement, Bulk Tagging Discussion, Customizing Intercom Help Centers, Booking Priority System, Client Survey Integration, Small Wins, Big Impact, Closing Remarks, Feedback and Validation, Concluding Audience Discussion | Chapters: Welcome and Introductions (6s), Skipping Finn Automation (133s), Help Center Focus (315s), Support Training Tools (647s), Customer Support Challenges (1061s), Intercom Conversation Management (1203s), Clarifying User Issues (1297s), CSAT Interface Updates (1367s), Maximizing Intercom Engagement (1446s), Bulk Tagging Discussion (1699s), Customizing Intercom Help Centers (1860s), Booking Priority System (2597s), Client Survey Integration (2698s), Small Wins, Big Impact (2794s), Closing Remarks (2937s), Feedback and Validation (2965s), Concluding Audience Discussion (3028s) Video: Community Meetup Office Hours, February 9, 2026 | Duration: 3864s | Summary: Community Meetup Office Hours, February 9, 2026. Topics covered: Welcome and Introduction, Guidance vs. Snippets, AI Implementation Challenges, AI in Support, Understanding User Preferences, Email Workflow Challenges, Email Setup Strategies, Optimizing AI Responses, Wrapping Up Q&A, Concluding Q&A Session | Chapters: Welcome and Introduction (4s), Guidance vs. Snippets (99s), AI Implementation Challenges (367s), AI in Support (691s), Understanding User Preferences (1251s), Email Workflow Challenges (1280s), Email Setup Strategies (1469s), Optimizing AI Responses (1715s), Wrapping Up Q&A (2184s), Concluding Q&A Session (3443s) Video: Community Meetup Office Hours, January 26, 2026 | Duration: 3908s | Summary: Community Meetup Office Hours, January 26, 2026 Video: Community Meetup Office Hours, January 19, 2026 | Duration: 4724s | Summary: Community Meetup Office Hours, January 19, 2026. Topics covered: Welcome and Introductions, Q&A and Troubleshooting, Troubleshooting AI Dashboard, CX Score Issue, Technical Support Discussion, AI Browser Options, AI Privacy Considerations, Audio Troubleshooting Session, Customizing Product Categories, Intercom Feature Suggestions, Survey and Feedback, Knowledge Base Structure, Understanding Customer Interactions, Copilot Usage Challenges, Intercom Team Challenges, Task Design Process, Fintask API Integration, Answering User Questions, Managing Global Issues, Closing Thoughts | Chapters: Welcome and Introductions (4s), Q&A and Troubleshooting (102s), Troubleshooting AI Dashboard (285s), CX Score Issue (352s), Technical Support Discussion (501s), AI Browser Options (566s), AI Privacy Considerations (700s), Audio Troubleshooting Session (869s), Customizing Product Categories (2215s), Intercom Feature Suggestions (2757s), Survey and Feedback (2893s), Knowledge Base Structure (2970s), Understanding Customer Interactions (3187s), Copilot Usage Challenges (3300s), Intercom Team Challenges (3455s), Task Design Process (3595s), Fintask API Integration (3727s), Answering User Questions (3851s), Managing Global Issues (3982s), Closing Thoughts (4325s) Video: Community Meetup Office Hours, January 12, 2026 | Duration: 5208s | Summary: Community Meetup Office Hours, January 12, 2026. Topics covered: Welcome and Introduction, Escalation Rules Explained, Custom System Integration, Connecting External Systems, Handling Sensitive Data, Data Connector Challenges, Addressing User Questions, Q&A on Integrations, Intercom Integration Discussion, Exploring Copilot Features, Browser-Based Support Solutions, AI Browser Integration, Fin Attributes Setup, Attribute Usage Benefits, Concluding Gratitude, Addressing Bailey's Questions, CX Score Concerns, Implementing Intake Forms, Conclusion and Recap, Improving CX Score | Chapters: Welcome and Introduction (4s), Escalation Rules Explained (243s), Custom System Integration (538s), Connecting External Systems (718s), Handling Sensitive Data (1016s), Data Connector Challenges (1293s), Addressing User Questions (2069s), Q&A on Integrations (2617s), Intercom Integration Discussion (3277s), Exploring Copilot Features (3349s), Browser-Based Support Solutions (3440s), AI Browser Integration (3574s), Fin Attributes Setup (3732s), Attribute Usage Benefits (3950s), Concluding Gratitude (4131s), Addressing Baileys Questions (4137s), CX Score Concerns (4162s), Implementing Intake Forms (4394s), Conclusion and Recap (4693s), Improving CX Score (5192s) Video: Community Meetup Office Hours, January 5, 2026 | Duration: 4468s | Summary: Community Meetup Office Hours, January 5, 2026. Topics covered: Welcome and Introduction, Addressing SLA Reporting, SLA Reporting Challenges, Intercom SLA Reporting, Intercom Reporting Features, Addressing Customer Inquiries, Ticketing System Necessity, Integrations and Apps, AI Help Center, AI-Powered Customer Onboarding, Intercom AI Features, Simulations and Tasks, Updating Image Responses, Image Optimization Tips, Image Tips Newsletter, Automation and Training, Automating Inactive Conversations | Chapters: Welcome and Introduction (4s), Addressing SLA Reporting (89s), SLA Reporting Challenges (237s), Intercom SLA Reporting (373s), Intercom Reporting Features (553s), Addressing Customer Inquiries (828s), Ticketing System Necessity (943s), Integrations and Apps (1213s), AI Help Center (1729s), AI-Powered Customer Onboarding (1966s), Intercom AI Features (2270s), Simulations and Tasks (2569s), Updating Image Responses (2736s), Image Optimization Tips (2811s), Image Tips Newsletter (2962s), Automation and Training (3078s), Automating Inactive Conversations (3302s) Video: Community Meetup Office Hours, December 29, 2025 | Duration: 2684s | Summary: Community Meetup Office Hours, December 29, 2025. Topics covered: Welcome to Office Hours, Holiday Message Setup, Managing Holiday Notifications, Tracking Fin Performance, Custom Report Scheduling, CX Score Improvements, Intercom Community Benefits, Feedback and Automation, Improving Fin's Performance, Customizing Fin Reports, Wrapping Up Discussion, Wrapping Up Session, Concluding Community Reflections | Chapters: Welcome to Office Hours (5s), Holiday Message Setup (95s), Managing Holiday Notifications (434s), Tracking Fin Performance (669s), Custom Report Scheduling (774s), CX Score Improvements (1278s), Intercom Community Benefits (1348s), Feedback and Automation (1437s), Improving Fins Performance (1610s), Customizing Fin Reports (1657s), Wrapping Up Discussion (1882s), Wrapping Up Session (2001s), Concluding Community Reflections (2129s) Video: Community Meetup Office Hours, December 22, 2025 | Duration: 3628s | Summary: Community Meetup Office Hours, December 22, 2025. Topics covered: Welcoming the Community, VIN Capabilities Discussion, Snippets vs Guidance, Office Hours Management, Intercom Holiday Hours, AI Image Understanding, Intercom Integration Challenges, Intercom Integration Solutions, Interactive Demo Challenges, Intercom Integration Challenges, Embedding Integration Discussion, Exploring Integration Tools, Mobile App Automation, Community Recognition Highlights | Chapters: Welcoming the Community (7s), VIN Capabilities Discussion (101s), Snippets vs Guidance (166s), Office Hours Management (355s), Intercom Holiday Hours (753s), AI Image Understanding (1355s), Intercom Integration Challenges (1434s), Intercom Integration Solutions (1530s), Interactive Demo Challenges (1669s), Intercom Integration Challenges (1802s), Embedding Integration Discussion (1912s), Exploring Integration Tools (2108s), Mobile App Automation (2431s), Community Recognition Highlights (2593s) Video: Community Meetup Office Hours December 15, 2025 | Duration: 5308s | Summary: Community Meetup Office Hours December 15, 2025. Topics covered: Welcome and Introduction, Navigating Inbox Features, Team Inbox Features, Workflow Consolidation Strategies, Workflow Channel Considerations, Improving Involvement Rates, Intercom MCP Discussion, Intercom Suggestions Feature, WhatsApp Integration Limitations, Sharing AI Prompts, Sharing Guidance Pieces, Effective Prompting Techniques, Tracker Ticket Management, Ticket Management Systems, Q&A Session Continues, User Communication Challenges, Context Clarification Guidance, Context and Clarification, Guidance Usage Tips, AI-Powered Customer Support, AI Task Optimization, Improving AI Escalation, Handover Process Optimization, Configuring FIN Deployment, Contextual Language Analysis | Chapters: Welcome and Introduction (6s), Navigating Inbox Features (151s), Team Inbox Features (330s), Workflow Consolidation Strategies (422s), Workflow Channel Considerations (545s), Improving Involvement Rates (829s), Intercom MCP Discussion (1077s), Intercom Suggestions Feature (1284s), WhatsApp Integration Limitations (1538s), Sharing AI Prompts (1893s), Sharing Guidance Pieces (2025s), Effective Prompting Techniques (2136s), Tracker Ticket Management (2269s), Ticket Management Systems (2374s), Q&A Session Continues (2537s), User Communication Challenges (2853s), Context Clarification Guidance (2923s), Context and Clarification (2985s), Guidance Usage Tips (3150s), AI-Powered Customer Support (3406s), AI Task Optimization (3764s), Improving AI Escalation (3990s), Handover Process Optimization (4489s), Configuring FIN Deployment (4653s), Contextual Language Analysis (4694s) Video: Community Meetup Office Hours, December 8, 2025 | Summary: Community Meetup Office Hours, December 8, 2025. Topics covered: Welcome and Introduction, Welcome Back Session, Audience Filtering Challenges, Content Management Challenges, Troubleshooting Community Issues, Knowledge Management Challenges, Data Connector Setup, Data Connector Strategies, Task Implementation Example, Managing Delivery Changes, Data Connector Alternatives, API Configuration Strategies, Checking Workflow Effectiveness, Data Connector Insights, Simulations Functionality Explained, Simulations and Feedback, User Classification Challenges, Audiences for Personalization, Audience Configuration Tips, Managing Snippets Effectively, Managing Content Snippets, Exporting Knowledge Articles, Concluding Q&A Session, Wrapping Up Q&A, Buttons vs. Fins, Future of Intercom, AI-Driven Routing Strategies, Workflow Routing Demonstration, Workflow Customization Tips, Closing Remarks | Chapters: Welcome and Introduction (3s), Welcome Back Session (163s), Audience Filtering Challenges (248s), Content Management Challenges (527s), Troubleshooting Community Issues (594s), Knowledge Management Challenges (667s), Data Connector Setup (833s), Data Connector Strategies (999s), Task Implementation Example (1102s), Managing Delivery Changes (1215s), Data Connector Alternatives (1321s), API Configuration Strategies (1420s), Checking Workflow Effectiveness (1533s), Data Connector Insights (1668s), Simulations Functionality Explained (1795s), Simulations and Feedback (1924s), User Classification Challenges (2107s), Audiences for Personalization (2249s), Audience Configuration Tips (2438s), Managing Snippets Effectively (2675s), Managing Content Snippets (2767s), Exporting Knowledge Articles (2895s), Concluding Q&A Session (3818s), Wrapping Up Q&A (3857s), Buttons vs. Fins (3922s), Future of Intercom (4086s), AI-Driven Routing Strategies (4198s), Workflow Routing Demonstration (4303s), Workflow Customization Tips (4571s) Video: Community Meetup Office Hours, December 1, 2025 | Summary: Community Meetup Office Hours, December 1, 2025. Topics covered: Intercom Community Welcome, Introducing Expert Panelists, Community Experts Introduction, Introducing Community Experts, Content Management Strategies, Intercom Community Benefits, Community Learning Strategies, Optimizing Finn Performance, Optimizing with MCP, Optimizing Conversation Volume, Intercom Product Updates, Simulation Benefits Discussed, Q&A and Privacy, Naming AI Assistants, Wrapping Up Discussion, Community and Integration, Conclusion and Resources | Chapters: Intercom Community Welcome (5s), Introducing Expert Panelists (72s), Community Experts Introduction (216s), Introducing Community Experts (331s), Content Management Strategies (461s), Intercom Community Benefits (1132s), Community Learning Strategies (1401s), Optimizing Finn Performance (1563s), Optimizing with MCP (1907s), Optimizing Conversation Volume (2162s), Intercom Product Updates (2223s), Simulation Benefits Discussed (2657s), Q&A and Privacy (2719s), Naming AI Assistants (2801s), Wrapping Up Discussion (2928s), Community and Integration (3043s)

Transcript for "Community Meetup Office Hours, January 19, 2026": Hey, Intercom community. What's up? It's Nathan, your community expert here. Love seeing, people joining every week, and we've been having a good con good conversations here for the office hours. If it's your first time joining, we don't have any program. We don't have any plan. All our all we're doing here today is answering your questions. So, your questions are most important, so drop them in the q and a. Say what's up in the chat if you want to. Send us a little GIF or, message or whatever. Let us know where you're coming from, and, let's let's go ahead and get some questions answered. I know, sometimes that's the hardest thing, so I'm excited to to get started with you on that. If you are here, I'm I'm logging in from Paraguay. I'm originally from Canada. And, you feel free to share where you're coming in from too. So we got people all over the world, joining us. So and I'm just dropping a little, excitement in the chat as well. So I know it takes a little while, some time to think about the questions you have and put something in. So oh, cool. What's up, Constantina? Welcome back again. Good to have you. I didn't know you were in Greece. Okay. That makes sense. You're looking at your last name and first name. I guess that that makes a lot of sense. Annie, what's up? Copenhagen. That's great. Cool. Greece and Copenhagen here. Oh, yeah. And I'm I'm I'm just gonna say I'm in Paraguay. Yeah. Drop that in the chat. And Diana's over there in London. She's, backstage helping me make sure, things run smoothly and always helping us keep the community active and get your get your questions answered. So, yeah, if you've got any questions, Sophie and sorry. Annie Sophie and Sophie. Man, I gotta read today. If and, Constantina, you got anything, feel free to drop it in the q and a. Or if you have any updates from a previous, one because I know you were here before. How did that stuff go that we were working on last week? I hope it's been helpful. Or maybe it's too soon to, to know yet because it's only been one week since you got it up and running. Cool. We got more people joining as we're talking here. So if you just joining, you know, drop something in the q and a, and we've got our first question from Anne Sophie. I was wondering, can't view CX not resolved questions. We've been using Finn for a while, but it seems like we're missing something. Okay. Cool. Let's see what that is. If you wanna come up on stage and talk about it, feel free to raise your hand in the the app there, and then I'll bring you up on stage. You don't have to. It's not a requirement, but it's always great if we can talk a little bit more about the problem, see if we can solve it. So, yeah. So you can't view the CX not resolved question. So what are you missing? That's interesting. Let's let's take a look at that together. I'm not sure. I I think I understand what you're saying. So you can't you can't see what people are what's happening when c, when c x when c x answers are unresolved. Like, that's not a rating. Why why can't you see them? I'm curious about what you mean there. If you wanna drop something in the chat. Alice is only currently okay. So I'll read that in a second, Kastian. So, okay. You raised your hand. Perfect. Let's do this. I think we need a little bit more detail. Okay. Yes. And, Sophie, can you hear us? I can. Can you hear me? Yeah. We got you. We got you. Great. Great. Yeah. It's just it's not showing up in in our platform, actually. Really? I was just wondering if that's a glitch in the system or or anything because. that's part of this just not showing up. And. we've been using a for a few months. take a look at that because I'm not sure, what you're seeing or not seeing. So let me go let me share my screen, navigate me to where you're running into the problem, see if it's the same on mine. I'm gonna go into one of my clients, jukeboxprint.com. They've generously allowed me to use their, use their setup for, oh, I gotta go into the admin version. One sec here. They've, you know, generously allowed me to use their intercom for some of these demos, and, I appreciate it. So giving them a shout out. Let me log in here. One sec. Dang. I I was not logged in. I think I have to go back. One second here. One sec. I I can't use the I need to use this. One sec. There we go. My apologies. We gotta watch me log in now. Usually, I'm just logged in automatically, so I must have gotten knocked out. Alright. So I'm in now. So you're going to AI agent, and then you're going to or. you're going to the inbox. You mean, like, on the sidebar here with. the from FinAI agent, I think, as so, like, here, well as you see. resolved, and. you. don't. No. No. It's it's the report function, actually. all the reports and. Okay. Okay. Got you. I got you. from. the AI FinAI as well. So under here, under Finn, under here is where you're headed. And. you're trying to see you're trying to see the unresolved, like, the unresolved questions. Is that what you're saying? It's more it's more so, like, I have a few different problems, and that's part of it. But the. the customer like, the CX score is not showing up. Neither are, like, the suggestions. So it's just everything that's, kind of you're not getting you're not even seeing that stuff at all. The suggestions. are this. Exactly. Oh, okay. Exactly. I'm not saying any. of those, anything like that. And I and I wasn't here so when you go here, like, c x score, you're getting nothing. I I it doesn't appear Oh, as far as I. can tell. Yeah. Like, so you don't even have the ability to like, if you've made a brand new chart, like, so here, if I, sorry. Cancel this. If you make a brand new report at the top and you go to create your own report and you type in CX score here, Nothing is appearing for me, you're getting nothing. least. Like, you don't even see that as an option to add to the thing, or when you add it, you just get no information. No. No. No. It's not. It doesn't appear as an option. Like, I've been searching as, like, a, hole on. the bottom left, the. x, Yeah. and nothing showed up. Oh, wow. That's that's very weird. And you do have Fin enabled. Right? Like, you've. you've. Yeah. Yeah. Yep. Absolutely. That's right. Okay. And for a while. when you go and what about when you go here under FinAI agent and go under performance? Do you get a do you get this report? Let me just look. Yes. I get some information. Okay. Okay. But you don't see the CX score here? No. I don't. Oh, that's very weird. That is very strange. Okay. Let's see something here. CX. I don't think there's any way to turn that off. Like so that does seem like there's a problem. Because I get a banner that kind of saying, like, new. You can do this. And I'm like, okay. Cool. But how? Wow. Yeah. That is that seems strange. I'm just checking here to see if there's any way to turn off CX score in other in any way because I don't really think there is. Yeah. No. I don't see anything here. So we we should probably touch base. Have you touched base with the intercom support at all yet or. no? I have, but I just figured I would bring it up here as well. Yeah. Yeah. Yeah. Yeah. Okay. Okay. So, yeah, I'm I'd be curious to see what you find here, but I think what you're seeing is strange. Like, I can't think of it as single installation that I have that doesn't have CX score in it. I don't. understand why. I might need to, like, restart restart your session or something because, Okay. yeah, I can't see any reason why that wouldn't be there. Anybody else in the chat, if you guys have any thoughts on that, please share. At this point, that is a strange thing to me. I have never seen that. So, yeah, definitely definitely check into that with the if you don't have you been waiting on a response for a while, or you've got like, just ask them recently? today. Only today. Okay. It's. just warm. Okay. It's it's okay. Yeah. Yeah. Okay. So hopefully, you get a response on that. But, yeah, you're not you're not crazy or anything. Like, it definitely seems strange. to me. Yeah. So. okay. Thanks. Yeah. Yeah. No problem. Thanks for the question. That's I I, unfortunately, don't have an answer or solution for you, but at least I can tell you you're not crazy, and it does does seem like there's something strange there. Yeah. But we'll figure it out with I I sent a message. So yeah. Okay. Okay. Perfect. Great. You very. much. If anybody else has any other questions or if you have any other ones, Ansophy, feel free to share. Okay. Constantina said this is a continuation from the previous conversation we had about oh, I actually have the ability to pin the message now. So let's let's see if it works. Oh, I can pin it from the chat, but I can't oh, I'm just pinning it. That's not sharing it. Okay. Share. Yeah. There we go. So I can publish the chat messages, but for some reason, I can't publish the q and a. So so, Constantina, said Atlas is currently available only on Mac. And since I'm using Windows, I was not able to try it. As soon as it's available, I'll definitely check it. Okay. So we were talking with Constantina last week about the idea of maybe using an AI browser to help with some of the Copilot related information, like being able to, like, draft some draft a message based on a a support ticket. Since Copilot doesn't currently do that, it kind of behaves as only a feature to respond to the customers. Constantina, something else you could try, I'm gonna post in the chat here, is there's a couple other AI browsers. Let's see. Dia browser. Let me just see the URL for that. Yeah. It's it's diabrowser.com, so let me drop that in the chat. You can try this one. This is another AI browser. And then there is Comet, which is from Perplexity, which is also another AI browser we could try. I think there's also quite a few, like, AI add ons for Chrome that you could install. I can't I don't know of one to recommend specifically, but I've I've definitely used both the browser and Comet. So maybe something like that could help you. I'm gonna yeah. Maybe I should publish this message to the q and a, and then I'll add the those two links there so that you can you can everybody else can find that information easily too. Yeah. Check those out and let me see. And then also if you want, check the Chrome Web Store for some some AI add ons. Like, there's probably a chat GPT for Chrome that is a Chrome extension that might work as well. It just has to be something that has access to all the content on the page, and then that will that will help. I'm gonna drop these here in your question. Common browser and the browser. Okay. And anybody else load up your other questions so we can get get your questions answered too? There's two other AI browsers that might help. Alright. Cool. I'll drop that in the answer to your question now. Brendan, what's up? Keep oh, yeah, Brendan. Keep your company's privacy policy in mind for using any AI browsers. If you're feeding, yep, feeding in, private information, it could it could run a file of your obligations or for handling customer information. Fair point. Fair point. So, yeah, if you're if you're having that conversation on top of with the browser on top of your intercom conversation, then that makes sense to just keep that in mind. So for the most part, I would say that a lot of, you know, a lot of companies are using AI. And if you're already using AI, maybe you can find an AI extension for that particular tool. I know you were saying already that you're using ChatGPT, I think, so Constantina. So that's why I had recommended this before, but I think that's a good thing to keep in mind that Brendan's saying you just don't wanna be passing, like, too much conversation or or information to to the, to the AI if that's against your your policy or whatever. Yeah. Most of the AI browser tools, you can also log in as your own account so that the information is going into your account and you have a a TOS with, you know, ChatGPT or whatever company is, managing the AI there. So you also have that cons you know, that cover concern covered in some ways if you're already comfortable with the terms of service from your existing AI providers. So but, yeah, that's a good point. Anybody else? Got some questions there. The questions are kind of, bare. We don't have a lot of questions here yet, but, I think that maybe that's a good thing you don't have a lot of questions. But I also think there are probably a lot of questions people aren't asking. So I just wanna say, like, no questions down. And it doesn't have to be just questions, you know, like, as far as, like, a troubleshooting or something. It could just be, information you wanna ask or talk about features or something like that. So just let me know. Could be just a slow start to a Monday. We're only fifteen minutes in right now. So if anybody else has questions, I see a number of you. Look like you're sitting in sitting, listening in. That's totally cool. If you got topics or or things you wanna hear about, drop something in the chat even just saying, like, what topics you're interested in. I can kind of go into some other topics if you want. But, yeah, fire away the questions if you have them because that's the most useful way for us to get you answers to what you need. Sometimes we have way too many questions. I'm trying to keep up, and this time, I got not enough questions. So anybody have a question? Also, if you don't wanna type out a question, you just wanna come on stage and talk about it. That's also option. Raise your hand. There we go. Brendan's coming up on stage. Maybe people just don't wanna type. What's up, Brendan? Hey, Nathan. Is my audio working? Can you hear me? Oh, I think I'm starting to hear you. You sound a little bit far off in the distance there. Okay. Sorry. How about now? Yep. That's better. Alright. Sorry. All the technical difficulties on my end. Apologies. It's all good. Yeah. I'll just start a question maybe for everyone to consider here. So last week, we talked about or you brought up a really interesting insight that I wasn't aware of where the formula for CX score was changed by Intercom behind the scenes. My. team talked to our our Intercom account manager about. that in a little bit more detail after last week. Their their perspective is this is going to make CX more reliable, more robust in the long term. So there's, Yep. like, a method to the madness for sure, Yep. not just, like, some, you know, some change some dev made and all of a sudden, you know, everything behaves differently. We. definitely saw a big falloff. I I think a lot of people did in terms of CS. score as a result of those changes. So we're just we have kind of, like, two thoughts. One is, Yep. have you heard of of of any possibility for Intercom to make that formula more transparent so everyone knows what goes into it? I'm I'm not sure if that's something they're thinking of. Yep. We we mentioned that to our camp manager as well, and she said she would take that. away. But. in in in lieu of that, I guess the other thing, and maybe this is a question for everyone here to to think about, what could we use to, like, calibrate against CX? So if there is some kind of unexpected change in the future, we could get an early. warning signal or, you know, have. more confidence in in the in the metric. Yep. No. No. I think this is a great question. I haven't heard of anything, but I also kinda feel that based on what you're saying, I I think that maybe Intercom should think about having a v like, a version history and us letting us continue to run on an older version or at least compare versions so that we can you know? So if you've you've set some metrics based on that and you're trying to achieve them, at least if they're gonna change it within the quarter or something, there should be some kind of back you know, you know, backward compatible functionality where you could say, like, I'm running route v two or v three. Like, I I guess when you see, like, other LLMs, like like Claude or ChatGPT, they usually launch a new version, but they keep the old version accessible. And then they kinda tell you what they think is different, and people try it out, they get an idea of how they feel. But, like, at least for a transitional period, you have access to both. And so I think, like, that might be that might be one of the ways to for them to go with this. And based on feedback from the community, I think that'll help a lot to understand, like, what you need. About transparency, you know, I think there's probably some level of proprietary knowledge there that they're using that they're trying to, you know, hold on to. You know? So, like, if they if they make it too clear what it is, then other people could run the same metrics on other tools. But I definitely think that they should have, some transparency or some way for us to at least know, like, what has changed. And that might be the key thing. Like, something has changed. What is it that's changed so we can understand that so that we can, like, we can base our decision making off of that? And and Sophie's saying that was also definitely relevant for us with the FinDeploy and workflow. Yeah. Yeah. I mean, we heard it last week. You you dig you you dug into it a bit this week or with last week with somebody. I've also had that conversation with several people. A couple of my clients were quite con concerned or confused because they had made some goals. Right? Like, if you set your OKRs on moving the the needle on those numbers and then suddenly they just dropped drastically and you think something's wrong on your side because it's not clear that it's actually changed, think I a lot of people weren't aware even though that blog post is there or, like, an email goes out, you're not paying attention to every single thing that happens. So I think maybe changing that in the UI somewhere and saying, like, hey. This is version two, and this is what's changed, and, like, making it more clear so when you're looking at that, you know what it is. Because even right now, if I go back to, you know, last year sometime and look at the CX score, am I looking at numbers based on the old v one that was that I was looking at the time, or am I looking at v two at the old information now? Like, I don't know. Right? Like like, no one no one really knows. It's a bit of a black box. So I think I think this is a good point to maybe bring up even in the community and then, like, draw maybe we can get Diana and the team to draw attention to it to get an answer from engineering. Like, if you go like, if you compare this year CX score to last year this month's CX score, is it using v two CX score on this this year and v one on the last year, or is it using v two on both? And, like, if it is, does that mean I can't ever go back and see what my CX score was from last year and when it changed or before or after it changes? Because that that also will be kinda problematic. It might be a good reference tool, though. Like, if you know your CX score because you have it documented somewhere from last year in January, maybe you could go back, look at it now, see what your CX score was then, and then kinda set your base level saying, like, okay. Last year, this time, if it's running v two now, it's this level. And now what is it at this this v two level now? Not the one you have on record is somewhere because it might be different. Right? So if anybody has that information documented somewhere and can look at it and tell us, like, is the CX score for last month or the or or the month before November, I guess, so, like, October, is it the same as the one you tracked, or is it different now? You know? That would be that would be interesting data to know, but I guess we can find out through the team as well. Don't know. I haven't asked the next this question, but after this conversation, I think that makes sense. So what do you what do you think, Brandon, based on, like, what I was saying? Yeah. You just gave me an idea. I'm not sure if this is what you're saying or if this is, Yeah. like, an extrapolation of what you're saying. Yeah. But let's say they release v three tomorrow. Right? It. would be cool if you could tell it, okay. Select this date period from, you know, a year ago and run. v three. on that that time. Was that what you're suggesting? Okay. Just wanna make sure I understood. what I'm saying. Like, what I don't what I don't know right now is is the current version of the CX score running on all the old data, or is it or is the old data because of the timeline still showing the CX score from at that time? You know? If. it is if it is the new version, then that will give you a good benchmark because you could say, hey. We had we had a five you know, whatever, a 4.7 CX score or whatever it is. Like, I guess, 80% 80% CX score in in October 2025. The score changed in November. What what is our CX score for October 2025 now? You know? Is it the same, or is it different? You know? And if it's different, then maybe you can say, okay. Now I'm aiming for that number because that's the number that was our best number before, and now it's, you know, now it's lower. So then we're aiming to be better than that number this month or something. You know? Mhmm. Mhmm. Yeah. Yeah. Or even in the future as they have multiple versions, you know, you could run v one, three on a on a certain time period and compare. And, ideally, Yep. you'd want them to converge. They could all more. or less be the same over time. Right? But, yeah, it's. not the case at the moment. Exactly. Well, I mean, I think that's that's where I think the reference would be really helpful. Like, if you could even just run it to understand the differences between now and then, at least in the score, then you could say, okay. Okay. Okay. Now I understand, like, what the benchmark what should be because it dropped off, you know, but you don't know if it dropped off because of something you're doing or because of the change. You know? But if you go, oh, actually, the month before this was released is the same scores we have now, so we didn't drop off. It's just it's just that the it's just that the score re re they changed the algorithm, and now that's why it's different. But what might be another suggestion for the intercom team is, like, having multiple points. So, for example, like, if they had five key things they're tracking, right, inside of the ACX score, And then they told us, like, the changes are mostly to do with this particular section of the CX score. We're trying. to improve on x. You know? And then you'd know, okay. Okay. Now I see why my score changed so much because they're trying to improve on this, and we're you know, we have not as good in that area or, like, it's gotten more accurate in that area. Okay. Let's look at that area and see how we're like, see how we need to improve in that area or something. But if the whole score changes, you don't know what factors are being re reconfigured. Right? So it's hard to move. Like I said last week, it's hard to hit a moving target. Like, I think that's the hardest part for me is, like, if the target keeps moving, then how do you hit it? Like, how like, I've got I've got clients who, like, sent me a message today. They wanted to start working with me for consulting around FIN improvement resolutions, and they've got us they've got a target of 70%, you know, or whatever improve or 70% resolutions. They're currently at, like, 50% resolution. And, you know, if if, if I wanna improve that, I'm also looking at their CX score, which is one of the other things that they have as they're they wanna hit a certain, 80% CX score or something. Okay. Yeah. If we start hitting that and I and they're paying me to do that, And. then and. then all of a sudden, the score changes, and they're like, hey. Well, you know, you didn't get the 80% score that you said we were gonna get. And, like, oh, well, like, that's because the intercom changed the the CX score. That's not gonna like, that that's not gonna feel good. Right? Like, how am I gonna explain that? How am I gonna explain that? So I think I mean, it's out of my control, but at the same time, I do think that, like, just reminding Intercom that they have whole teams to answer to on this change. Like, you can't just change it because you think it's better without giving us some indication of, like, what can we do when you change it? Like, how can we. how can how can we validate that that change is actually something that we also agree with or that even if we don't agree with it, that we at least we can at least validate that we're making the right decisions to improve our own setup. You know? Yeah. I I think what you're saying makes a lot of sense, and everyone wants certainty. Right? I. can understand. why Intercom wants things to be opinionated. And as you said, it's kind of a proprietary model they're building. At. the same time, Yeah. you know, they're trying to roll out a one size fits all approach. I'm not sure that's in fact, by definition, it's probably not going to work for some companies. Right? So it seems to me that, Perks. like, if this is supposed to be kind of a pillar of what we're supposed to be using, Yeah. you know, to to analyze our performance, it really should be customizable. Like, we should be able to define what makes up the. CX score, you know, ourselves. ultimately. Yeah. Yeah. I think so. Maybe maybe maybe also it should be open source, but, like, that's another whole conversation. Like, if they open source it, other teams could use it, but they could be the standard. You know? Like, that could be one way to look at it. Like, the standard. Everyone should start using the CX score. You know, we're improving on it every year every, you know, month or every year or whatever. But, yeah, it's just it's like, it's an idea. I mean, obviously, I don't work at Intercom, so I'm I can have some opinionated things on this as well. But For sure. For sure. Yeah. but. It's easy for us to speculate from the sidelines for sure. I know it's not easy for them to make these decisions, but, yeah, just kinda. speaking speaking in terms of ideally. what we'd like to see. My guess is that they've probably done something to, like, quote, unquote, fix that. And it's a good thing that the scores changed because then it gives us more to work with. Right? Because if, you know, if you're hovering up around the 80 or 90% or a 100%, like, if you're getting up there high and you don't have and you don't have any kind of idea of, like, how to get higher. Right? And all of a sudden, Intercom is like, oh, I see one area where this is actually tracking a little bit better than it should be. Let's fix that. Now it gives you more to work with. So, actually, for us, it it gives us more room for improvement. Right? We see we can see where to improve. But I think that, like, the transparency part is is part of that. Like, how do we do we just trust the AI's suggestions on, like, what we should do to improve, or do we do we feel like it needs to give us more information on what it's calculating or what's what's tracking so that we can make some decisions on that too. Right? And, yeah, mean, maybe open sourcing this. Like, I know, not saying x is the greatest example of all, you know, businesses run or algorithms, but but when they start to open source their algorithm, you know, that allowed people to see, like, how they're being, you know, potentially manipulated or not, like, what's what's going into that algorithm. And I think, you know, maybe more of that is more of that would be useful. Right? Just, like, to have some of that stuff more open so we could see what are they what is it that they're tracking. There's gonna be some proprietary stuff. So maybe maybe they don't have to expose everything. They can just say there's a number of these proprietary things we're not gonna expose, but here's the here's the things we can expose so you can understand as much as possible or whatever. And I I do think what you said, I think you said this on a previous one too, like, some ability for us to decide, like, what's important. Right? Like, if if maybe it's maybe it's just around, like, a guidance thing. Right? Like, guidance type thing for CX score. It's like, we don't care. Like, for example, sales related calls, I've got attributes on those. If I could just say, I don't care, actually, if a sales call doesn't continue with Finn because the customer actually needs to make a phone call into our technical support team. If it's technical support or they need to make a call to our sales team or, like, they have to get on a sales call, so it's okay with me if those don't get resolved. Right? Like so so that's not considered a bad CX score on that one. It's actually a good CX score. Right? And I guess that would also tell us, like, are these CX scores a little bit opinionated towards Fin like like, wanting Fin to handle things more often than than like, is it okay if a if a customer service agent finishes it? Is the core is the score still the same, or is it is it higher if Fin finishes it and stuff? Like, there there might be some concerns we have, you related know, to that, I guess. You know? Yeah. I don't know. It's an interesting conversation, though. I appreciate you bringing it up. Did you have any other thoughts on that? Or I don't know if I can go any further with that because we can't actually change anything, but I think. all this information. No. No. I I always appreciate your insights. I just wanted to kinda pick your brain. I appreciate, Sure. yeah, you kind of laying out everything you were thinking, and we'll we'll see what happens. Hopefully, that moving target will will stop moving at some point, and then we'll have a better idea of, you know, how it looks. Yeah. Yeah. Yeah. I mean, I think if it keeps moving like, I'm okay with it keep moving if it's improving so that we can improve. But I think that they're I do I do think that sort of, like, an archived or some sort of historical record that we can flip back and forth between so that we can do some comparisons would really help that situation. Because you could just choose to keep using v one for the next six months just so that you can keep on target with your goals, but you could reference the v two so you could see say, like, okay. They think that this score has gone down, so we need to look at, like, why might the score be going down? But I think there needs to be some indicators. So I think maybe all this feedback like, this conversation, hopefully, we'll we can get this to the inter intercom team directly. I know that they are kind of listening in or, like, checking some of the stuff, so we can summarize this conversation, pass that along to the the engineering team maybe, and they can take a like, take some thoughts on this because I know they're very smart people over there. If they start thinking about, oh, yeah. We never thought about how changing that score impacts all the teams that are actually, you know, using that as their, like, north star, you know, sort of thing, then, they might they might think a little bit more about, like, how they can visually show us or how they can, like, theoretically give us some understanding. Even if they don't tell us, like, transparently what's changing, they could tell us what we should be looking at. You know? Where where should we be looking based on this change? Like, if your score dropped with v two, then you probably need to look at these areas of your business. You know? And if your score went up during these times, then probably be this is why. You know? And that just give you just give you some headline or something that helps you with that. And that article may give some of that information. And on top of my mind, I don't remember seeing that. But yeah. I see we have some other questions stacking up now too, so maybe I should move. on to those. I'll, I'll bow out. Thanks for your, time. this is great, Brandon. I'm glad you brought that up. Thanks. Okay. So let's let's jump into some of the questions. Thanks, everybody, for dropping more questions in here. Oh, can you go over attributes? Interested in how the logic works too. Okay. Cool. Let's do that. I'm gonna go let's see how much time we got. Half an hour left. And we got one, two, three, four. Okay. Cool. Yeah. Let's let's see if we can jump into this. I just wanna see how much time to spend on this because I wanna help this help you with this, but I also wanna make sure we get everybody. So let me stop sharing your question, and let's jump over to attributes for a second. If you have if you wanna jump on stage and talk about this stuff too, just raise your hand, and I'll bring you on stage. I'm gonna share my inbox, and I'm gonna go over to see actually, I'm just gonna go into my own because I don't have attributes set up on Jukebox yet. But I do and I don't have them set up on mine, but I can actually show you around how that works. This is, installation that for a small, like, startup that doesn't really have a lot of, customer support yet. So in the future, I plan to do some of these things there. Well, actually, I do have some issue type that I didn't realize it. Maybe from a previous, demo. So if you've gotten into, attributes or you're wondering what attributes are, because, not everyone has experienced this yet, It used to be called fin like, AI category AI categorization. So if you don't recognize the term, but then you see the interface and you think, hey. I think I've seen this before. That's why it was called AI categorization before. Let me just drop back to the video and see if you raised your hand. Okay. So we'll we'll I'll I'll wing this one. You can listen in. If you have any comments along the way, drop it in the chat, and then I'll try to make sure I address your things. Oh, Diana. Thanks. I just saw that Diana's comment about, me being recently awarded the intercom mentor of the year. Thanks. That's awesome. I I think we talked about that, but I just realized that I I didn't I didn't really focus on it too much. But I love helping people, so I love mentoring, and this this community has been amazing. So Diana's been very helpful to give me lots of opportunities to mentor. So thanks. Okay. I'm a drop back up here. And if you have any questions long way, drop them in the chat, and maybe, Diana, you can get my attention if I'm if I miss somebody commenting in there. So, essentially, what attributes give you the ability to do is to do a a variety of, like, detection techniques inside the inbox. So you can use those to do things like routing or, you know, data let's see, like, reporting or yeah. Just a variety of things. Like, you can add automations, etcetera, workflows. So if I click on templates, you can see there's a variety of templates that Intercom has already right now, and these probably will cover a large percentage of the things that you need to do out of the box. But you might have some other unique ones. So, you know, you can make custom ones as well. I think the number one area that I would recommend is kinda getting into the sentiment or into the product area or issue type stuff. Urgency is another one, but a lot of times we've already people have already done this with guidance, but you can definitely do it here in escalation again, attributes as well. So I've got one here already for issue type, so I can show you how that works. I think I just it's just barely set up. So, essentially, what you wanna do like, issue type is, like helps you detect, like, what the issue is the customer's having, across your platform, across your software, across your business. Like, if you're a SaaS company, for example, maybe somebody's having a problem, you know, signing a signing a online document or something. And so you can be like, the issue type is x. You know, it's it's signing a document. So all you have to do to get it set up to start with is just put in you have the issue type. You use the templates. Description's already there. But the description basically tells AI, like, how to recognize like, how to think about the problem. Like so you describe the attributes purpose and, like, how often should you use it. So here we have identify it identifies the primary purpose of the conversation. You know, it focuses on the intent, not the tone. So you're trying to focus on what's the intent of the customer. Right? Intent of the tone, importance, and should should reflect the single most dominant objective expressed by the customer during the conversation. I mean, this is just big language to say, like, what is the issue? You know? Like, essentially, what's the main issue the customer's having? You can write these yourself, but I recommend just dropping, like, your, you know, your your own description into, like, AI and ask it to write the description because that gives you a little bit more detail like this. And then, your values will be, here like this. Like, you essentially, these are the default ones, complaint, request, question, help. So this just kinda categorized them in a way where you can you can use these later to route it. The in most cases, you're gonna have different ways to handle each of these things. If it's just a question, maybe it goes to customer support, somebody replies. And then but if it's a if it's a complaint or a request, maybe you are firing off a ticket or something. And so, these kinds of things you can wrote differently once you have this set up. And AI, like, Fin will basically recognize that in a conversation, and it'll tag that conversation. It'll tag that conversation with that detail. So I can maybe I can show you one thing just to in I'm trying to think of where I can show you show you this. So I have a number of clients that that use this kind of functionality, and maybe I can quickly show you by going here and clicking on the attributes. So here we can see the attributes. We have a category attribute, and these are all just technical support, account access, migration requests. So each of these requests, AI is detecting them along the way and then routing them to the right play or can help us write it to route it to the right place. So here's one, for example, migration request. All these are actually detected as migration request, and it just tags in the, it tags in the conversation, you know, what it thinks it is based on that conversation. I'm just trying to show you one little statement about that here so you can see where AI, puts that information. Right here, so it says, Eddie detect the category as migration request. They they've named their fin AI Eddie. So and we talked about this before on a previous call. Almost all the time, people are naming it with something that ends with an I e or a y. It's kinda funny. I don't know how many of you have that situation, but most people seem to name it that way. Eddie, you know, there's there's a ton of ton of people doing that. So that's that's where you would see the category. And then what you can see here is that when you're actually using the category, where's my other one? So when you wanna use that category in in here I need to, check and see if you guys have any questions. One second. Let me come back to the screen. Okay. Product areas is in the interest of for you. Okay. I'll come back to that, and show you that too. Okay. So let's go back into here. Glad you made that comment so I could make sure we focus on that one. So, essentially, once you get that going so let's say if we went into product area, let's just jump into there for a second since that's the one you're interested in. So I'll go new and oh, wait. Not new. This is the one area where Intercom doesn't do this the same. Normally, new, you hold down the new button, then you get options for templates. But for some reason in this UI, they put the little paint icon here. Not sure why. It's a little confusing, but once you know it, it's cool. Okay. So go to product area, and then it'll automatically create the product area one. It says maps the conversation to the relevant functional domain of the product or service. This classification anchors the topic so it can be routed to the right expertise, aligned with the documentation, and and analyze alongside similar issues or requests. So, basically, they already have it here, like, permissions data, but you can delete these if they're not relevant to you and just build out your own. And, again, I'd recommend using AI to build them. You can you can you could you could go in here and use Finn to to help. Just say, hey, Finn. I'm trying to build the AI categories or attributes. Can you help me write these? Or you can go to, like, Claude or ChatGPT, wherever you do most of your work, because it might have more insight on your, your own product and everything. Right? So go in and tell it, like, hey. I want to make values, like, categories for all the different areas of the product. And then if your AI is already familiar with your product, then you can all obviously, like, it'll build those out and just tell it to make descriptions. And you can follow this format. If you want, you can give it what I normally do is just copy and give a couple of the templates over to AI and say, are some templates from Intercom on how to do that, and just to give it some examples on what works best and then go. And you can also do this. You can upload a CSV of that. So you can ask your AI to, like, write all those, give you a CSV, and then just import them afterwards. So that's the these are easy things to do, in my opinion. You just gotta get you you just gotta get the right information to your AI, ask it to build those out, and then you can go ahead and and start this process. So once you have the product area designed, it will actually do this on every single message automatically, with the new with the newest version. So as long as Finn is running on that channel, it'll automatically categorize it so you don't have to do anything else there. But if you wanna if you wanna, actually do something with the workflow where it actually routes it, then this is where you wanna create a new, create a new workflow. And you can just say, when a customer sends any message, for example. If you've already got a workflow up and running, just add this to your existing workflow, basically. But I'm just making one here so you can see it if it loads. Okay. So, basically, what you wanna do is, you know, let's just put a let financer there as an example. And then here, you wanna say escalation triggered. Actually, not escalation triggered, attribute. One second here. Why is that not? Oh, maybe because I don't have this enabled. One second here. That's weird. Okay. I can I think I can just do it in branches, actually? That's what it is. I thought there I'm thinking in my mind there's a separate one like there is for the other thing, but there's not. So ah, there it is. Product area. K. I see I see why it's not showing up the way I want because I'm looking for attributes, but that's just a header. They won't let me search for it. So so, basically, here, you've got your issue type. I don't have product able area mapped out yet, so we'll just go with issue type for now. So you say if issue type is complaint, for example, done, and then route that to where you want it to go. So if you wanted to go to, like, a specific team or something like that I don't have any team set up in this actual installation, but you can have to go to a team. Or maybe it's like, hey. I wanna make a complaint into a ticket, then you can have, you can have that set up already to make a ticket. And, yeah, that's essentially the detail. Like, I mean, we go into more detail, but for right now, I think that kind of walks you through the process. And then once you do that, it just tags it on every message. I'm gonna come back here and see if anybody had any questions along the way. Okay. So Mariana said one drawback for the attributes that I noticed is that only routes based on these after escalation is confirmed. That it only routes based on these after escalation is confirmed. So, anyway, we need to add these topics to escalation guidance separately if we want to escalate some of these. Yeah. Yeah. Yeah. In case we want to add some troubleshooting steps for different topics, it works better via snippets in such case, but I think attributes are great for reporting. Interesting. So, yeah, if you wanna escalate if you wanna escalate based on this oh, wait. I'm I just realized I'm still sharing my screen. Let me stop sharing my screen. This is, redundant to show my screen and see that. You're welcome, Nicholas. Yeah. Let me know if you have any questions on that. To to address what you're saying there, Mariana, yeah, you if you wanna escalate something immediately, like, right away, you need escalation guidance because Fin is always going to try to nurture the conversation and and bring bring people along. But you can do if you're using Fintask, for example, or something like that, you can read the attributes and and have things happen based on that too. And the workflow can can, like, route like, you can set that up in your actual workflows too. So you could say you could make a workflow and say, if the category is this, then trigger this workflow. Like, they could be in the, audience for that workflow, for example, and then it would it would, like, fall down to that thing first before it goes to your other workflow, if you wanted to put that, like, a workflow for that specific thing above everything else. So that's one other way to do it, if that makes sense. But I I definitely I definitely think that the guidance is the way to go for escalation because then you have a lot more control. You don't have to make a whole bunch of workflows. But once once that's been escalated, you can route it. But if you wanna escalate something, yeah, the 100% escalation guidance is a better way to go because that's what it's built for. And then you can also set up your categories to route after that. So but, again, like, individual workflow might be useful to you in that case. You can make a workflow for, like, things like, complaints, for example, and you put that above your other workflows. And well, I don't about put above your other workflows, but you've you've got some ways to do it. So, essentially, if they start launching a conversation and the conversation turns into something that's about, a complaint, then the complaint, audience will be used in that sense. But, yeah, I think the escalation guidance is the best way to go. Also hate personally having lots of workflows. I would rather have just one main workflow and then or, like, essentially, main workflow, and then you use the attributes and use the guidance to get people into the right place in those in those navigating those. So super interesting, Annie. Sophie said. If you and Sophie, if you have anything you know what was super interesting about that, I'd love to hear it. I'm curious how you might go about using that. I'm gonna jump to another question now so that we can get some of these other ones answered. Ah, okay. I love your own onboarding checklist and wheel of progress. Any chance you add that as a feature? Oh, tell me about that. So you're talking about Intercom. Right? When you say your own, I think you're talking about Intercom. Just wanna clarify because I don't I don't work for Intercom, so I didn't know if you saw something in my on my screen or whether you're talking about something from Intercom. Yeah. My understanding is the wheel of progress thing. I'm curious. If you have a screenshot of any of that, let me know because I'm not I haven't onboarded with Intercom in a long time, so I don't know if the wheel of progress is something that I haven't seen. The onboarding checklist is actually there is an onboarding checklist feature in Intercom. I don't know if the one that you're seeing from Intercom now is better than the one that's in the current, product, but there but Intercom does have an onboarding checklist under, if you're I think it's you have to be in the PSP plan for that. One second. Let me look that up. Yeah. You have to I think you have to be under the the package that has the product tours and the checklist and stuff to do this, but you can create a checklist. Let me just drop this back into the chat. If this is is this what you're looking for, something like this? Or and oh, you got your hand raised. My apologies. I didn't see that. One sec. Bringing you back up. Hi. There we go. Hey. I just see you this time. here. Great. Yeah. Much much easier. Thanks. If I. see your hand raised, it is. Yes. Of course. Yeah. Yeah. So it's it's actually Intercom's own little wheel. And I'm actually trying to send a screenshot, but it's not working anyway. But it's. it's not the checklist, and I've already asked Finn if. it's something that's in, and it's like the the checklist show up in the messenger when you set it up on Intercom. But they. have their own setting where you have, like, a little wheel, and it just pops up at a as a tab on, like, the bottom left on intercom. Okay. And. I just thought it looked very, very smart, and it's not, That's cool. it's not hidden, so it's lowering the number of steps that people they need to take to be able to see their checklist, I guess. Yeah. So, Yeah. like, bring it home so we can use it. like that. I like that. So, you know, my suggestion here would be to if you're not already a member in the community, the meet the experts button at the top of the screen here, you can it'll jump you over into the community. You can see some of the experts myself and Julian and Connor, [Transcript truncated]