Name: Community Meetup Office Hours, February 9, 2026
Uploaded: 2026-02-09T17:16:09.189Z
Duration: 1 h 4 min 24 s
Description: 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

Video: Community Meetup Office Hours, May 11, 2026 | Duration: 3956s | Summary: Community Meetup Office Hours, May 11, 2026. Topics covered: Office Hours Welcome, Email Workflow Setup, Preventing Hallucinations, User Segmentation Guidance, Views and Filtering, Email Brand Configuration, User Login Workflows, Login Complexity, User Authentication Solutions, User Authorization Methods, User Verification Issues, Login ID Challenges, Login ID Recovery, Procedure Flow Continuity, Customer Introductions, CRM Migration Setup, Inbox Organization Setup, Backend Data Integration, Workflows and Integrations, Data Collection Planning, Document Sharing Plans, Community Wrap-Up, Empowering Support Teams, Closing Remarks, Closing Remarks | Chapters: Office Hours Welcome (2s), Email Workflow Setup (154s), Preventing Hallucinations (514s), User Segmentation Guidance (1185s), Views and Filtering (1442s), Email Brand Configuration (1679s), User Login Workflows (1893s), Login Complexity (1974s), User Authentication Solutions (2030s), User Authorization Methods (2106s), User Verification Issues (2219s), Login ID Challenges (2347s), Login ID Recovery (2420s), Procedure Flow Continuity (2558s), Customer Introductions (2750s), CRM Migration Setup (2806s), Inbox Organization Setup (2877s), Backend Data Integration (3010s), Workflows and Integrations (3165s), Data Collection Planning (3280s), Document Sharing Plans (3432s), Community Wrap-Up (3545s), Empowering Support Teams (3618s), Closing Remarks (3726s), Closing Remarks (3825s) Video: Community Meetup Office Hours, May 4, 2026 | Duration: 5508s | Summary: Community Meetup Office Hours, May 4, 2026. Topics covered: Welcome & Introductions, Office Hours Introduction, Q&A Setup, Q&A Setup, Workflow Escalation Rules, Testing Rule Conflicts, Testing Workspace Solutions, Test User Setup, Procedures and Simulations, Sales Agent Pricing, Presales Agent ROI, Q&A Management, Ticket Reassignment, Assignment Sweeps, Testing Conversation Attributes, Messenger Workflow Issues, Workflow Troubleshooting Tips, Browser Language Workflows, Workflow Troubleshooting, MCP Regional Availability, Unassigned Inbox Reporting, Customizing Fin Responses, Closing Remarks, Wrap-Up & Resources | Chapters: Welcome & Introductions (2s), Office Hours Introduction (38s), Q&A Setup (130s), Q&A Setup (219s), Workflow Escalation Rules (336s), Testing Rule Conflicts (417s), Testing Workspace Solutions (501s), Test User Setup (619s), Procedures and Simulations (731s), Sales Agent Pricing (889s), Presales Agent ROI (1083s), Q&A Management (1174s), Ticket Reassignment (1290s), Assignment Sweeps (1648s), Testing Conversation Attributes (1694s), Messenger Workflow Issues (2001s), Workflow Troubleshooting Tips (2114s), Browser Language Workflows (2504s), Workflow Troubleshooting (2618s), MCP Regional Availability (3060s), Unassigned Inbox Reporting (3289s), Customizing Fin Responses (3656s), Closing Remarks (4317s), Wrap-Up & Resources (4925s) 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: Welcome & Introduction, Community Updates, Finn Workflow Testing, Reusable Workflow Setup, Workflow Branching Strategies, Escalation Workflows, Slack Notification Setup, Slack Workflow Troubleshooting, Troubleshooting Slack Routing, Troubleshooting Workflow Issues, Workflow Troubleshooting, Community Support Resources, Technical Difficulties, Q&A and Monitors, Intercom Features Discussion, Closing Recommendations, Wrap-Up and Next Steps | Chapters: Welcome & Introduction (4s), Community Updates (100s), Finn Workflow Testing (558s), Reusable Workflow Setup (1148s), Workflow Branching Strategies (1356s), Escalation Workflows (1544s), Slack Notification Setup (1597s), Slack Workflow Troubleshooting (1969s), Troubleshooting Slack Routing (2428s), Troubleshooting Workflow Issues (2488s), Workflow Troubleshooting (2571s), Community Support Resources (2708s), Technical Difficulties (2799s), Q&A and Monitors (2896s), Intercom Features Discussion (3025s), Closing Recommendations (3176s), Wrap-Up and Next Steps (3377s) 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, February 9, 2026": Hey, Intercom community. Sorry I'm a little late there. I was having some technical difficulties. I hope everyone's well. Looking forward to answering your questions. I see we got a number of you sitting there waiting waiting to go, so feel free to drop your questions in the chat. Hi, Tessie. Nice to have you back with us. I think you're here last week with us, weren't you? I am can you guys hear me okay? If you if you could drop something in the chat, let me know if you can hear me alright. I am, perfect. Okay. Great. If you got questions, feel free to drop them in the q and a now. And, or if you wanna come up on stage, you know, you can also raise your hand, and we can jump, jump on stage and talk as well. So I was just talking with, Milan, another, another com community expert about some challenges we were facing with, I was trying to launch a survey in a series and having some issues. So, I had a chance to talk to Milan and get some insight from another community expert. So, I'm Nathan, by the way, community expert as well here at Intercom. I don't, I don't work for Intercom. I'm just in the community. So, that's a that's a very important point here. I I can, answer your, fee give you feedback on what it's like as a real, you know, consultant working with teams. I probably have, like, 15 workspaces connected to my account right now from different clients. And so I've got wide variety of knowledge across a lot of different industries, a lot of connections. So ask your questions. And, you know, Milan is probably gonna join in the background too, so he might be able to answer some questions as well. Rule of thumb when okay. So there's a good question to start us off. Anybody else drop your questions into? I'll I'm gonna move this over to the the question, the q and a area, and then I will bring it up on the screen here for us so we can talk about it. There we go. Share. So rule of thumb, when using guidance versus snippet, think regions, etcetera. Nicholas, if you wanna jump on stage and and talk about it as well, feel free to raise your hand, and I'll bring you up on stage, and we can talk in more detail. And just before I do that, I'm gonna turn my air conditioning on before I start sweating from all these question answering all the question answering I'm about to there we go. Alright. Alright. Dari Dari has got some questions going too. That's great. So, rule of thumb for guidance for snippet. And when you say think regions, I'm very curious exactly what you mean by that one. So you mean, like, how to guide, AI based on the regions your company is doing work yeah. Okay. Perfect. So there's a couple different things you wanna do. Are are you trying to tell people in certain regions how to like, certain things about your company, about how to how things work. I would say in that case, I would probably use audiences combined with guidance to do that or audience tied to snippets and and content. So, like, connect contents to the audience for those specific regions, if that makes sense. Are you using Audience already? Okay. Cool. As far as guidance goes, I would say, like, you you're gonna hit a limit at some point of guidance. This is something I didn't know in the beginning. I don't think there's anything in the documentation that says you only can have a 100 pieces of guidance. But, when you hit a 100 pieces of guidance, you'll know, and then you'll be like, oh, damn. I should have put more of this stuff into snippets maybe. So I would say, like, use guidance mainly when you when it's something outside of like, something that's very, I guess, important, to, to, I mean, to guide people, obviously, but, like, something that it feels like you need to override other things and make sure that AI knows that this is this is a very crucial important piece of information. But with with regions, I think it really depends on if you want to like, if it's audience based, I think you don't necessarily need it to be guidance. You just need it to be under the audience that that it's connected to. But if you want to, say, do something that guides people like, for example, one of my clients has a situation where they deliver to they don't they don't deliver to a a few provinces in Canada, but they deliver to most of the rest of Canada. That's a great place to put guidance, for example, saying like, hey. We deliver to these provinces, but not these ones. But if you're gonna say, like, hey. Something specific to a state or a region, then I would say put the put that information in content and make it tied to the audience. So when someone does a search and they're in that region, that information, you know, will be relevant to them. But it's kind of like an art more than a science. Like, it's hard to know. Like, if you're getting bad answers and you're not you're not you're finding it's not overriding enough, then I would say move it up to guidance. And that's where I think the I think where guidance really comes in is when you need it to be imperative that, like, anybody who's doing anybody from this region needs to know this information, then I would say move that up to guidance and and tie it to the audience. So, you can connect the, guidance to audiences. So, I don't know if you've seen that part, but you can connect the guidance and the audience together. And so that's what I would do, for something that's super imperative. Does that help, Nicholas? I I I'm not sure. I'm gonna move Daria's question over to the thing too. You're you're very welcome. You know, ask me any other questions if if anything's not clear. Again, it's definitely more of an art than a science. Like, play around with it. Also really depends on the kind of prompt. If you're having trouble with, with it, you know, run it through AI. You know, Claude Claude's really good at this. Like or even go into Finn on the Intercom website and ask Finn for some guidance on how to make the the the guidance. So, shit. Let me stop sharing that. I'm gonna pull up, Daria's question. Hope I'm pronouncing your name right here, Daria. Okay. So Daria says oh, wait. You have two questions? Dang. I think I missed your other one. One second. Let me add your other one. We'll start with your first one, so maybe the second one let's see. Okay. Might be more context here. If I'm an accountant administrator, account administrator, sorry, and set the view columns for tickets, user subject assigned, etcetera, can I set the default view for the entire team? I'm a bit confused, and you'll see this option. I wish I had a better answer for you, Daria, but, unfortunately, I don't think you can set it for the rest of the team. I I really think that Intercom is lacking those features in a few different ways, like being able to set the, yeah. Yeah. I'm sorry. I could be wrong on this, and maybe Milan is, in the chat. If Milan's in the chat, he can chime in and say whether I'm right or wrong on this. But, unfortunately, all the views in Intercom, like, even, like, the editing apps on the sidebar, you have to put you set yours up, and then you gotta get your team to set theirs up the same way or how they want it. It I think they the idea for Intercom probably was like, oh, let's make it as customizable as possible for everybody. Okay. Milan's confirming. And if if Milan's confirming, we know it's right because Milan's been around here a long time. He's another expert in the community. So what I suggest to make this easier, Daria, is, like, have a little coworking session with your team, jump on together, and, like, discuss the best views together, and then, like, have everybody configure their view at the same time. So it feels more like a joint session, you know, to to decide and choose how it should be and then, like, configure it together. And so it doesn't feel like, you know, you're giving them extra work. You know? Yeah. That's the best way to do it. It's just, like, get on that call together. Hey. What do you guys think? Is this the right order? Okay. Okay. Can you all put your order the same way? It's And like, if somebody disagrees with the order, they can always just move it around a little bit. But, ideally, let's put a feature request in the community just like Milan said that says, like, let me save the different views and then allow the team to switch back and forth or customize their own. Because, like, in some ways, I think that teams might wanna set those up by default and lock them so that people can't move them around because sometimes, like, some of the crucial information has been dragged down to the bottom or moved around, and and, like, some of the columns that are supposed to be showing aren't showing as really relevant to, like, the work you're doing. So, I agree. Like, if you guys haven't joined the intercom community yet, there's a button at the top that says join the intercom community. Pop over there, join the community. And then, like, if if you wanna Daria, if you wanna drop this in as a feature request, and then it's in the product wish list area, then come back here, pop pop it in the chat, and then we can all vote it up so we can we can move this idea forward, you know, if it's not already in there. I I have a feeling somebody might have already put that in there, but but I think it's definitely a a big one to to to get in there. Let me go check out your other question. Okay. So your second question here, can you share your experience of implementing the Copilot function in a team? My team is hesitant and unwilling to use AI. How can I convince them and show them that AI doesn't take away jobs but rather assist them? This is a great question. This is a really great question. My opinion on this is very strong. Like, I I haven't personally used the Copilot function a lot in a team, but I do see that, like, some teams are using it quite well. I think the the because we use FinAI a lot more, so I think you're at the point where you're not even using FinAI. So Copilot makes a lot of sense. What I would say to teams so I'll jump to your second part of the question. AI is going to really make their life better, in my opinion. Yeah. It's gonna take away some jobs. No no disrespect. I mean, that's gonna happen. Right? But it's gonna it's also changing the job market. Right? Like, how much how much do your team want to, like, keep sending the exact same answer to people over and over and over again? And how much of your content on your website or your help center is out of date? Right? Like, the reality is the best thing that AI can do for us is answer these repetitive annoying questions and put our time and energy into curating the content, updating the help center articles, you know, making sure the right information is there so AI can answer those, like, those questions that anybody can answer. And then the team can focus on the real problems that the clients have, the customers have. And, yeah, okay. Some teams will have to scale back because they've had way too many people on the team. But teams that have been right sized, you know, they're usually burned out and working too hard, and it just gives them a breathing room. You know? That's my opinion on the AI. Like, from what I've seen, some of the teams that have come to us that have wanted to reduce their team, by using AI have found that they've sometimes expanded the team, but they've expanded them in other in areas that are ROI generating, you know, like, revenue generating or in curation of content so that the help center and the articles are are better. Right? Or, like, that the AI answers are better. And so, like, most people in in many cases, unless there's, like, just a ton of people on the team that were answering these low level questions, you're not really replacing people. You're just shifting their their responsibilities into different and hopefully more important, more meaningful work. Right? Like, instead of just, like, answering the same copy and paste answer every day. And Copilot is is the beginning stage of that. Like, why draft a new answer or draw why draft an answer for someone or find a macro that's kind of, like, close to what they want versus having, like, an exact answer to what they want drafted exactly towards their needs. Right? And then you can do your job faster and get to the next thing. And then when there's something that really needs your help and your expertise and your brain to, like, work on it, you can work on it because you haven't burnt yourself out answering all those questions. You know? That's my opinion. I don't know how that feels, Daria, to you. And if you wanna come on stage and talk a little bit about that, you can come on just audio or video and audio and talk if you want. But I think the hesitance for a lot of teams to use AI is, like, unfortunately, like, an inevitable thing that you can't stop. Like, AI is not going anywhere. And if you resist it, you're just basically behind. Right? Like, I would say for AI team, like, teams that are resisting AI, they should get familiar with it because they're gonna be working with it soon. They're gonna be working with it whether they like it or not. And if you are behind the ball, like, you haven't been actually familiar with it, using it, trying it, understanding how it works, you're gonna have a hard time getting a job because question on the next next resume is gonna be like, how do you use AI? What's your familiarity with AI? And that kind of stuff. So yeah. Cool. Daria, if you need help with that, you know, like, definitely reach out or post in the community, and maybe other people can I'm sure you're not the only one facing this issue. So post in the community, and maybe some other people can chime in with what they've done to help the team. But I think, like, I I host a I host weekly I host weekly meetups with people from around the world in virtual reality. And we've had this conversation many times, and one of my friends was saying, like, my daughter is, like, AI resistant and and, you know, like, what should I tell her? And, you know, I said to her, like, just to be completely blunt, like, the world is changing. And if we resist that change, we're just gonna fall behind. And and and it's, like, it's it's not a easy conversation to have, but, like, it's also, like, a a reality that could be really powerful and really, I mean, beautiful in some ways. Like, some stuff we don't like, how many people really enjoy, you know, just answering support questions that are just redundant and over and over? Like, I mean, just I mean, yeah, we like to get paid. We like to make money, but do we really enjoy that? You know? Like, no. Not necessarily. Right? And I think, like, at the end of the day, if our if our work shifts into a different level or a different space, like, that's the thing that, like, we have to be aware of. If it's going to shift, we must be we might might as well be ahead of the game thinking about that shift now instead of, like, resisting it or thinking it's not gonna like, somehow, like, us not being okay with it is somehow gonna not make it happen. Right? Like, we can see I mean, from those of us using Fin, using Copilot, you can see that it just chain it's a game changer, and and, like, the Internet is if like, on fire with all the stuff that AI can do with coding and development and everything. But the developers, if they embrace it, the developers are actually getting good value out of, like, having AI do a lot of their code. Right? It's now you can shift into a high level thinking about the product, thinking about what the needs are of the customer. And so I would say, like, just kinda continue to look at that. Like, how much more can we help these customers if we if we can save time on these interactions? You know? And if and the other thing is, like, what's the resistance? Is it, like, empathy? Like, oh, AI is not gonna be as empathetic as me. Okay. Well, bring your empathy to the guidance you're creating. Bring your, you know, bring your empathy to that experience and say, how can I design an experience that makes the person feel that way? And then that then you your job is now really interesting because you're now a prompt engineer, and then prompt engineers can get paid a lot of money as well. And you if you start if your customer support team starts learning how to write guidance, learning how to, like, prompt the AI, you know, their career opportunities change because they have a different like, they have different opportunities now. So I just think, like, they need to think about it a little differently. And and, I mean, I'm a proponent of, like like, career change has always been something for me. Like, I'm always reinventing myself. And so, I mean, I'm an expert in the intercom community now only because I started learning how to use intercom for one of my jobs. I've had a star I was at a startup, and I was running customer support. And I hated Zen Zendesk. Right? And so I moved over to intercom, and now I'm a intercom expert. Right? Yeah. Milan, same thing. Right? So so we need to embrace, like, the positive changes, not just think about the negative side of the changes. I mean, that's easy for me to say. Maybe I have some, you know, we call it, like, privilege here. Right? Like, I am using AI. Am getting paid to do work in AI, and, you know, it hasn't replaced my job. Although it has replaced some things I used to do and, you know, like, and I think, like, we we just can't it's a I'm trying to think of the there's a there's a term for this with cognitive bias. I can't think of what it's called right now, but it's like the sunk cost is one of those things. Like, you've invested a lot of time and energy in in knowing how to do this work. You don't want this work to go away, but the if you like, Byron Katie, I'm I feel like I'm doing a coaching session here now. But Byron Katie I I will I also have been a coach in the past as well. But, you know but, yeah, some cost fallacy. Right? And then Byron Katie says, like, when we argue with reality, we lose, but only 100% of the time. And, like, I love that quote because this is their this is the thing. Like, if you're arguing about AI right now, you're arguing with reality. Like, AI is a is a reality. It's it's here. It's not going anywhere. It's only probably gonna be doing more and more. And it's if you're arguing with it, you're gonna lose a 100% of the time. Like, you just you gotta embrace it. And, and, I mean, sure. Like, I'll also say, like, we need to regulate it. We need to understand what we're doing. Like like, I shouldn't I don't think we should just, like, you know, let the floodgates open and do everything with it, but I think it's really important here. Yeah. Invite your team here. I'm happy I'm happy to help. Well, there's a recording too just to keep that in mind. This is this is being recorded. And twenty four hours from now, I think you get an email with the recording. You can watch it. But even the link you joined just now, I think a couple hours after the session, you can load it and watch the watch the video. But I love that. Yeah. I mean, this is the thing. Right? Like, I I I I feel for anybody who's worried about losing their job. It's not a it's not a fun, you know, it's not a fun thing to think about being out of work and not having a way to make money, but I think the the the energy going into worry isn't helpful. Right? It just does not make anything different. The energy going into learning, growing, changing always leads to better. 1% improvement, like, they they talk about, and 1% improvement every day gets you that that, like, sort of, big change in your life. So my feeling is, like, if you're worried about AI taking a job, be more worried about not, you know, learning and not growing. You know? Yeah. Yeah. I I do actually have I I mean, I do actually do a lot of coaching, or I did do a lot of coaching in the past, and a lot of my coaching was, helping people with, like, things like career change and software, you know, like, thinking about how to approach their projects differently and stuff. But I'm glad this is helpful. I think, share that with your share that with your team. And I think, like, honestly, a lot of our teams have gotten really excited about, playing around with, like, guidance and learning how AI works and, like, sometimes laughing at the interactions that AI has with people. And people are like, thanks so much to the AI. Like, it you know? And it's like, it's so fun to see when you can design, like, guidance and you see it interact with somebody. And at the end, they're, like, so grateful to that AI when you need a lot of times people name the AI with, like, a name that seems like a person. And so they're like, thanks so much. Like, one of my clients, they call Eddie. Actually, if you noticed this, Milan and I and some others were talking about it. Like, almost all the AI people all the AI Fin AIs are named with similar sorta ending that's kinda like e y ending. Eddie and Fred like, I'm trying to think Webby and, like, all these different names as some of my client ones. You guys might have it. What'd you what'd you name your fin? Drop in the chat if you if you're here and you're using fin. I wanna see if it happens to follow the pattern. But, yeah, let me get to some of these other questions, but, I really appreciate that question, Daria, and I'm glad we had a chance to yeah. Something y. Yeah. Exactly. I I, yeah. I wanna get some of these other questions, but this is a really great question. So I I appreciate you bringing it up. Let's see, what the next question is. Give me a chance to do some coaching too. That thanks. Tessie okay. Let me pop Tessie's question up here. How do I turn off email so users can only see support via the chat? That's interesting. I don't know if you can completely turn off email. You know, intercom basically, if somebody's chatting with you I don't know if you wanna turn off email, be honest with you, but that's just another conversation. But, like, sometimes somebody's on the site and they ask for an answer. You know? If you get their email address, you're gonna wanna send that to them in case they leave the site before you get the answer to them. But I think maybe if we can talk a little bit about why you wanna turn off the email so I can understand that better, then we can, we can figure that out. Oh, by the way, you're you're welcome, Daria. Thank you so much for for the questions too. Tessie, if you wanna come up on stage too, like, feel free to raise your hand in the in the app, and then I can yeah. Perfect. That's great. I'm very curious as to why you wanna turn that off. I think that'll help me understand how to answer this too. Can you hear can you hear me? Yeah. Hello. Okay. Yes. I got you. So I think a lot of my questions I have a lot of questions today. Sure. Are kind. of, like, resolving around like, we're trying to optimize the chat as much as possible. And Okay. the so we have, like, two different workflows live, and one of them is triggered when they send their first message. But then I was realizing there was people sending a message, and it wasn't, like, going through I couldn't see the the chat history where it was going through, like, them clicking the button. It was just in our inbox, and it was, like, the they were able to just send a message. Okay. So then I did another workflow that triggers where when they send any message, and. it's the audience excludes anyone who's already been escalated. So. it'll, like, retrigger, like, the workflow and pulling. from the content. The issue with the email is. now I'm seeing, like, people are replying. And then in the inbox, I can tell you like, you can see that it was they replied to an email and, not directly. Yep. that. Yep. And then what I I think I would can configure it to include the email so that, like, the AI will respond Yeah. to the. email response, but. we don't have access to set up our, like, domain or anything. to the email we would want people to be sending it to Oh, okay. or don't so you don't. you don't have access for that right now, you're saying? Yeah. Okay. Okay. So, basically, your concern is you don't want emails don't want them to send an email in because you don't the address you're sending back from isn't one you wanna be sending from. Is that what you're saying? Yeah. Oh, okay. Okay. And and and you don't have I'm sorry. You you have to answer this question, but you don't have access. It'd is that technical problem? Or, like, is there something we can do to help you get that sorted? Or Yeah. The so we, like, we're do marketing for a franchise. okay. So, like, our support inbox is, like, leadgen@ostiostrong.me. So, like, the. ostio strong dot me domain, it. belongs to corporate. So we. don't have access to, like, the DNS records or anything like that, Oh, and it's. impossible. to, like, work with them and get ahold of it because the guy who does have access to that just never responds. So Yeah. I know that sounds. so weird, but, like, No. we. just always no. have to do weird workarounds. not weird at all. You can probably Milan can probably confirm that sometimes it's hard to get when you're working with teams, sometimes it's hard to get their IT team to do the things that you need to get things working. Yeah. Like, I I waited, like, months for them to get, like, one team to just get the the pass one piece of information from the intercom widget, which is, like like, like, it's less than, like, fifteen minutes work to do. But getting someone to do it, it took, you know, months. But, it's only can be kind of frustrating. My. suggestion my suggestion here might be to if you really wanna if you really wanna be able to support people, I think it makes sense to still be able to send an email and get AI set up on the email. What you it's obviously the emails are forwarding to you, so that's good. It's if it's already forwarding to you, there's no reason why you can't answer them. What you could potentially do, just register a different domain. Like, this is my opinion. Register a different domain that looks like it's related. You know? Like, it could be, like, support at whatever or whatever it is. You know? And then just set that up and then send the replies from there. Like And, then how know yeah. I Yep. if I if I go that route, how do I because even in, like, one of the workflows when I went to the audience and then was gonna, like, toggle on email, and then it said. well, it said something like the AI's, like, response is could be limited with email. Yeah. Is that just because I hadn't configured the email? Yeah. I'm not I'm not a 100% sure on the setup you're talking about, there, like, but let me just get a domain set up, like, what is. the best way to turn on the email then? Yeah. Yeah. No. No problem. I'm gonna pop in. I'm just sharing my screen now. You should be able to see it. I'm just going to one of my clients, jukeboxprint.com. I'm just gonna give them a little promo because they gave me access. Let me let me share some of this on the screen. But, yeah, they do stickers and business cards and and all all kinds of good stuff for across The US. And, yeah, we do a lot of work with them on Intercom and and setting up Fin. We got lots of good demos with their stuff. We did actually, I'll post the I think there's a case study maybe in the documents with them that where we help them get Fin set up and do a lot of cool things. So but but I I just wanna show you this. So if you go into settings and you go to email, basically, in your email setup, you can add multiple domains. So you. can add you can I mean, you can add more email addresses? So you can just set up another email address that is, you know, related to that. And then when you go into the email settings, you can actually change, like, which address the replies come from. And so you can actually set it up to either go back from the inbound address, or you can, set a default, you know, set a default, outbound, address too. So you. have the you have the option to set that up. I don't if Milan has any other thoughts on that, but, generally, what I would do is, get that get that email address set up. I I think the other thing is you could just do it from the intercom, address, but they say, like, they prefer they recommend doing that only temporarily. Sorry. I'm scrolling all over the place here. One sec. You can just use the workspace email address. So, like, send replies from this, but I they normally it's not a good long term solution. Yeah. Makes sense. Yeah. So in in that case, you can also send from the like, if you're if you're I don't know what your email addresses for the team look like, but they there are also teammate email addresses that you might have access to. Like, if there's a teammate email address you don't mind sending the replies from, then you could you could also do that. I don't know if you have email addresses from a generic, like, third like, your own third party company, not the company that you're doing the work for. Right? So but if you do have email addresses, you've got two options. You can you can, like, click here or or so you can you can do an alias email. Just trying to see. If you turn on the alias feature, then you can actually set up a, like, a fake email and fake name for the person too if you wanna protect identities and those kind of things. Something like that might also work where you just use, like, another email address from another team member, but I I don't know. I think my suggestion feels like feel to me, what I would do, just go register, like, a $10 domain that sounds like it like, looks like it's coming from the company then just have. the replies come from that. You know? That that just that would be the easiest way to get around it, I think. Okay. And. then and then once that's, like, registered and on, is there. like, Oh, the AI part. I make? sure that it goes yeah. Like, it's. triggered the workflow? My bad. I forgot about that part. One second. Let me go back into there and show you that. Yeah. Milan said oh, Milan. Okay. See you. Gotta go. Yeah. Ping yeah. If you if you have any questions, drop them in the community because Milan will definitely have some good answers there for the more technical stuff, especially especially if, you know, if, people wanna share screenshots of, like, what the issue is or what the challenges are facing, then it's, good for us as a community to be able to respond because we can see the details. So, let me let me just go back in here. So you wanna go to oh, I just realized I'm in the wrong window. So you wanna go to the FinAI agent area and then go to, deploy. And then under deploy, click on email. Okay. And then from here, you've got, like, the simple deploy option, which you can set up, or you can do it you can also do it as a as a workflow, like, as a more advanced workflow. So you can just set up a workflow that handles the the email routing, and then you have a lot more control over it. And and, once that email address is set up, it's not you don't shouldn't have to do anything special. It will just, like, use that address as the reply address. Do you have multiple clients that you're handling inside the one inbox, like, one intercom inbox, or is it just the one client? Okay. Just the one franchise. client. Yeah. Okay. So you don't so you don't yeah. So you don't need multiple brands in that case. Like so you just need the one email. address for everything. Yeah. So then you should be good with that. Does does that make sense? Like, just going in here, the simple deploy option, you know, is easy enough to just, like, set it live. But if you want to have a lot more control, then you just build you already know how to build workflows. You just build a workflow related to that or, like, edit your existing workflow to cover the email part of it. You know? Okay. Yeah. And. if you have. any challenge while you're setting up, you know, feel free to reach out or, like, drop something on the, on the board. Or, Yeah. you know, we as a intercom experts, like, there's a number of us in the community that also, like, do contract work for this. So if you need something and you're like, I'm stuck and, you know, you've got a budget to get it fixed, you can always reach out to us and, like, Milan and myself in the community. We actually usually have a I think under the docs page, there's one that says meet the experts. If you if you go under docs on the right hand side, click on meet the experts, you can see, like, me and Milan and, Connor and Julian, Joseph Nir. There's, like, a bunch of us here that do different things in the intercom, community. And so, if you need help, you can reach out to us too. So Okay. but we also all help in the community. So you can always post in the community, we can answer there too. Yeah. Can I ask one more kinda quick. question? Yeah. Go for it. When it's so there's been still, like, a handful of instances that something got escalated that the the way the question was phrased to me, the it should have pulled from the content. Okay. Like, we have an article about, like, how to edit your hold fee. And someone had written a question that said, hey. My hold fee says $10. I need it to say $20. I mean, so it had, like, the term hold fee in it, and it. it completely escalated it. So my quite my biggest question is kind of like, when something like that happens, what is the best way to optimize the knowledge base and the content and to kind of figure out to make sure that different phrasing is included? Is it, like, the testing. area? Or Yeah. Yeah. That's a that's a good question, actually. I think the testing area like, batch testing is good, and then you wanna use the guidance to, like, fix any issues or use the one second. I'm just going back to show you some stuff here. So, yeah, the the number one thing that you're talking about batch testing, there. is a I don't know if everybody has access to it yet, but there's a simulations area that's also really interesting that you can run, like, simulations, but I don't think it's live for everyone yet. They're still working on some details there. But batch testing works really well. Like so, basically, you can you can create new groups of questions. So, normally, what I do is I'll have one that's called random, and then I just pop into random and I ask, like, a question that I'm having problems with. And then I I tweak that until I get it till I get it working. If you're looking at, any kind of, email, though, or, like, any message that's come through let me just go down here and show you. Like so if a conversation's come through, I'm just gonna try to find one here. So see this improve answer button? Yeah. If you see an answer that you don't like, click on improve answer. It'll it'll open up the workflow for this, and you can go down and see what content is actually being used to create that answer and see if there's any edits that are needed. You know? Like, oh oh, this is this article has the problem in it. This is where you know, whatever. If you don't see an issue there, then you can create a snippet, or you can go into guidance. If you're in the testing area, they also added something really nice here that I don't know if everyone has seen yet. It's it it actually I I mean, I'm not saying it's my because of me, but I'm saying, like, one of my suggestions was similar to this. When you go to poor if I say this is a poor answer and I go to the reason and I say didn't use the correct content, it actually it actually gives me the ability to prove improve the answer from here now. So when you click on this, it goes in and you can say, like, oh, let's create a snippet right from here. You know? And so you have you have some options to do that. But the actually, I thought I had the way to, one second. Didn't, use correct here, use content incorrectly. I think if I click improve answer now, I have the ability to create guidance from there. So I don't know why they didn't, give you that ability everywhere. But so you see, like, depending on the answer, it'll give you it'll give you a different feature or parts of the the tool to, like, correct that problem. So if you if you see a problem and you don't you say, oh, this is a bad answer, you tell it why it's a bad answer, poor and why, and then click on improve answer, and they'll take you to the places where they think that, you wanna make those changes. So. under use content incorrectly, you go into guidance, and that's where you wanna build out, like, how it should use that contents con context content better, and then test your and then once you have your guidance in place, ask like, you can just go to the top of the question and click refresh, and it'll run the it'll run the question again, and you. see how your guidance made changes. And you can check to see how it used your guidance at the at the bottom of this. So once it runs this question keep in mind, this is what I keep trying to tell the team that I would like to see this remember which screen I was on because, like, I'm now re I'm now on a different question because I came back to the screen. I wish you would remember that I was in my other group, Yeah. but but, so, like, I have to switch back to random question to run that question again. But Yep. this question here okay. It used this content, so I can see all the content it used. I can see all the guidance that it used. If I go change some guidance and I run it again, I should see the guidance that I added. Otherwise, it's not, you know, it's not working. And then once you get it to where you want, you can say, okay. That's good. And then you can go ahead and and run it. You can also preview as a specific user. So if it's like, hey. You wanna do it as a user in Canada or something, you know, you set up an audience for Canada and you switch over to Canadian or Canada, and then you run the run the answer as that audience. Or you can run it as a very specific user. Like, if you wanna see, like, how does it work for, you know, this person called Blade, you know, whatever, I can click on Blade, and now I can I save it, and it'll run all the questions as Blade so you can kinda see how it works? You know? Okay. Very. cool. Yes. That's helpful. Thank you. Yeah. No problem at all. No problem. Good questions. Yep. Bye. Yeah. No problem. Thanks, Tessie. Okay. So let's see if you got some more questions. I think Daria asked another one here. Do I did I get everybody else's? I think Nicholas answered. Tessie, we just talked about that. Daria, experience implementing. Okay. Cobalt, we already did. What's the best way to optimize? Oh, hey. You have another question, but I guess you already asked, some of that. Let's see if you yeah. Okay. So that was your other question. Okay. Cool. And then, Daria, how can you tell me okay. So let me pull this one up on the screen. Can you tell me more about this? Can you tell me more about customer tickets? How can they be used and when? When should I stay and work on a conversation, and when should I switch to a ticket? I need some guidance here. Okay. Yeah. That's another good question. I can answer some of this, but if you wanna come on stage and talk about it too, just let me just raise your hand, we can do that. Basically, the way I look at it is, like, I wouldn't make a I personally wouldn't make a customer ticket unless the customer needs to know the the status of that thing, and it's gonna take some time. That's that's my suggestion, personally. Like, if it's gonna take a couple days to get back to them or, is it like, or it's an urgent matter, I wouldn't make a ticket. The other situation is if, yeah, the other situation, in my opinion, is, you know, if a lot of people need help with the exact same problem so, like, let's say you're a SaaS product and the the, some service that you have running went down and you now have, like, 10 people contacting you with the same thing, that's when I would I like, that's another good time to make a ticket. You can make a tracker ticket, you can connect all the people to the same one. And then that way, you get the, you get the benefit of having, like, multiple people connected to that one thing. I do wish that Intercom would make it possible to connect a whole bunch of conversations to one ticket. I think at the moment, to get all the better best features, you need to make a ticket for each person and then connect that like, you need to con convert each ticket or sorry. Convert each conversation to a ticket and then connect that ticket to a tracker ticket in order to get the benefit to say, like, send a message to the one ticket, and it goes out to all the tickets. Ideally, I would like to see, like, 10 conversations get attached to a ticket, and then when you send a reply to the ticket, it goes to all the conversations. But at the moment, it doesn't do that. So you have to if you want that, like, benefit of being able to send something to all the people that are impacted, you need to make a ticket for each one of them and then connect that ticket to the the master sort of, like, what do call it, a tracker ticket. Don't quote me if I'm wrong. But yeah. Tracker tickets, yeah, they can be a little confusing. What what do you what was the biggest confusion you had about it, Daria, like, when you tried to use it? If you wanna or or, like, share some more. I think the biggest confusing thing for, like, for most people is that tracker ticket doesn't really benefit you if you just connect conversations to it because then you can't send to everyone. It it really it benefits you only in bringing all those people together in one place so that you can see who's all impacted by it. But then you have to, like, manually go and send a message to each one of them to get back to them. You know? So the tracker ticket is well, we can we can pull it up if you want. Tracker tickets. We could talk about it here. If you have any questions, just ask them in the chat, or if you you can jump on stage and we can talk about it. So there's an article here about when to use tracker tickets that might be useful. Let me let me screen share. And all I mean, I don't understand in what cases I can use them and how to manage them. Yeah. So let me stop sharing your quote here, and then we'll look at the screen for a second. To be honest, like, I don't use tracker tickets a ton with with my work. There's a few clients that that I've like, we've used it for, but one of my biggest problems is just that ability to I wanna connect conversations to tickets, but I think that the, replies see, updates cross posted tickets. Oh, it does say here that updates are cross posted from tracker tickets to the linked customer and tickets and conversations. So maybe they did fix that. When posting a note to the tracker ticket, you can also choose to post the update to the customer tickets and conversations. Okay. So maybe I'm wrong. Maybe they did fix that now. They can post to all of them. This guarantees that the assigned teammate assigned to the conversation kept in the loop. Let's try to let me just check. I could be wrong, but I think in a tracker ticket, you can get centralized view of all the thing. It doesn't say whether that's possible to send to the customer. Definitely sends the updates to the team, but I need to double check that. But, basically, the real benefit of tracker tickets here is this. Like, when you have a tracker ticket situation, you can connect, all the customers to like, so here here, like, two customers have reported something, and now those customers are connected to this one issue. And so your dev team or something could be working on the issue, and it's shared with the customer so they see the status of it. And it said, like, in this case, the bug report. And then, you can manage all that work on getting that done in one place and just snooze all the customer tickets, basically, until this is resolved. And then, you can, see another situation here so you can see it. Like, okay. We're looking into this now, folks, so they're sending a message. So it looks like they are able to send this out. It appears there was a bug posted in the last update. We'll continue to investigate. So they're, like, keeping people in the loop along the way when you when you cross post. And then, I'm just trying to see. They don't show, like, one with the like, they don't show an example with lots, but, like, I think the real benefit is not when two customers have the problem. It's when, like, a 100 or 10 or something have the problem because then you can broadcast, like, all that to all the customers. So here so does that make sense? Does that help at all, Daria? Like, that the tracker ticket is really meant to be used when there's, like, a one to many type of scenario. And then you can you can manage those separately. I would suggest creating, like, a view on the side. I don't know if you if you use views at all, but create a view on the side for things like this or a new team inbox for those kind of issues. And then you can just group them all together in that area. And then, basically, you're gonna wanna nurture those along until they get get completed. Right? And you can, like, name them. So in this case, they did API issue or the bug tracking. There's a bunch of different reasons to do tracker tickets. It depends on what your business is. Let me see if anybody had any questions or comments. A little bit. I'll prepare a microphone for the next meeting. Okay. Cool. Yeah. Yeah. Yeah. You're you're very welcome. And, yeah, it would be great if you, if you have a mic because then we can dig in deeper. I know sometimes it's harder on, text to kind of explain it, what you're trying to do. Let me stop sharing my screen. But, yeah, this hopefully, this gets you started anyways. There's some real there's some real advantages. I think I'm gonna try the tracker tickets again myself because if I can connect multiple conversations and then send a reply to the customer, that would be a a game changer. But in the past, I've I didn't like the idea of having to create a second, like, ticket, you know, to get there. I'm just gonna go to the community because I'm pretty sure that was a product wish list feature. I wanna go see it now and see. We still have, like, another ten minutes. So if anybody else has any questions, even if you ask some other ones, definitely know. Definitely let us know. You know? Cool. I'm just checking to see if anybody else pull oh, Jasmine. Hey. What's up? Good to have you back with us. Could you share how to set up a data connector to an external system? Okay. Cool. Yeah. We can do that. I I actually Tim so February 19, that's not it's a little ways away, ten days away. Tim from from Intercom has a webinar coming up on the data connectors as well, which will have a lot more information there. I'm I'm gonna be submitting some stuff to him for that. Let me see if I can find the link to sign up for that. And or if Tim is listening in, you know, drop a link in the chat, Tim. I'm just gonna see if I can find that for you. But, yeah, he's got a webinar coming up with more details. I I don't see I'm gonna see if I can find it real quick. Yeah. Maybe I'll have to post it afterwards because I don't know if I can find it right now. I'm gonna go I'm gonna go to LinkedIn and see if Tim has it on his profile. But he told me on February 19, we're we're doing something on data connectors, so that that should be very interesting. And he also has a lot of, I think, a lot of stuff with data connectors, data data, and, what do you call it? I don't know why. I can't think of it right now. Oh, data connectors and procedures. So that's another thing that, like, those two go together very well. I've been using data connectors with tasks, but I'm getting into, like, using procedures now that I have access as well. So if you haven't you I think we talked a little bit about tasks last week. Could be wrong. K. Let me jump back here. So we got two questions. I think we got two questions. Sorry. I got a little distracted while I was trying to find Tim's thing. Let me get back. Oh, you found it. Perfect. Cool. Cool. Thanks. I should have just gone to events at Intercom. You're right. Much easier. Okay. So the upcoming webinar for other people, join that. There it is. In introduction of Finna Intercom agent in February 19. There you go. So register for that if you can. Thanks for finding that. And I think this is the link directly to that one. Oh, no. It just goes to the regular inter okay. Just go to the events one that Jasmine posted, and then go to go to the bottom and you see the intercom introduction one. So that's that's Tim Tim will be doing that with a few other people. And there's if you scroll down too, there's a lot of other ones, like thought leadership ones that you can watch the previous previous things. So there's one from, January. And I think if you go back to December trying to see if there's one from December there because, Tim and I did another one last year in December, but I don't see it there. But, yeah, we we've done some oh, actually, if you go if you go to the bottom, you can see all the community meetup office hours videos with my face making different weird expressions. I didn't see that before. That's so funny. It's like you just see me making weird expressions. That's hilarious. I'm very consistent with my weird expressions. I love it. Okay. Since I'm telling you guys about that, I gotta yeah. So, like, a lot of a lot of oh, you can also go to YouTube. Let me get let me grab the YouTube. You can probably find it faster than me, Jasmine. But there's a okay. Got it. I see you, Tessie. I'm sorry I missed you and D [Transcript truncated]