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 12, 2026": Hey, everybody. What's up, Intercom community? It's Nathan, one of your top community experts. Good to have you all with us. I see the the numbers are growing as we're sitting here, so I'm gonna wait a little while for people to join. I'm gonna point, a YouTuber over here over there on the other side in the chat. Drop your drop your details if you want, share where you're coming in from. And definitely the most important thing, put some stuff in the q and a. I'm looking forward to answering your questions. So for those who haven't been to the open office hours before, basically, what we are doing here is we don't have a schedule. We don't have an agenda. The main focus is just answering your questions. So I want you to, you know, put your questions in the chat, in the q and a, and we'll start answering them. And then maybe as other people have questions, you I start answering those. You'll have some new ones, and just just put them in the in the q and a when you get a chance. If you need anything, if if you no questions there's no dumb questions. Anything you wanna ask, go for it. If you were optimizing Fin, you know, launching Fin, help center, you know, outbound messaging, whatever it is you got on your mind, I'm excited to answer them. We've had a lot of good questions over the last I think we've been doing this now six weeks, and we're now we're opening up to more people. So if you're here, I'm I'm I'm ready to answer, so definitely drop the q and a in there. So I know some people are a little shy, maybe don't wanna ask questions. That's okay. But oh oh, yes. Constantina, you've been here before. Hello. Hello. Nice to have you back. Appreciate you breaking the ice with the chat. So everybody else, if you wanna jump in the chat and share something, go for it. I'm excited always to be here. This is how I feel every Monday when I when I'm getting ready for the the office hours. So and we got Diana back too, our community manager, head of head of the community. She's been doing a lot to make these things possible. So thanks, Diana, for, being here, supporting me, but also just for making this possible. So appreciate it. Mhmm. And, Eduardo, nice to have you with us too. Where where in the world are you? I'm actually in Paraguay right now. This is where I'm I'm living. I'm originally from Canada. So I'm curious to see where everybody else is coming in from as well if you wanna drop in the chat. And, again, yeah, questions are the most important part. It looks like Bailey's gotta start us start it off, so that's great. Bailey is asking one second. Let me see if I can put this on the screen. One second here. Yeah. I still seem to not have this functionality to put it on the screen. So, Diana, if you could help me drop that onto the screen for a second, that'd be great. Mexico. Nice. Alright. Cool. Very cool. I don't know where that area in Mexico is. I was in Playa Del Carmen and Cholula a little while back. But, anyways, I'll read Bailey's question here. What is the difference slash application of escalation guidance versus escalation rules? Yeah. There you go. Thanks. Thanks, Diana. So, yeah, Bailey, if you wanna if you wanna talk with us or come on stage, just raise your hand in the in the interface there, and then I'll bring you up on stage, we could talk about this a little bit. But I can answer your question either way. No worries. So one of the main differences here with escalation guidance is more about telling, you know, telling Fin when to escalate something. Right? So if you how how to and when to escalate it, escalation rules are about routing that. It's like so once you actually get something escalated, where do you want it to go? And so one of the problems with escalation guidance, in my opinion, is just, like, there's no way to say escalate it to this particular team or escalate it, you know, with these variables or these conditions. And so escalation rules give you that ability to say, okay. Once it's been escalated, here's what I want you to do with it. And you can say if it's so say you have an escalation guidance around refunds, for example. Okay. If a refund comes in a refund request comes in, do this, this, and this, escalate to human. Right? Okay. Then what if that human that you wanted to get to is in the team for the billing department, you know, for example? Escalation rules will allow you to take that guidance, apply that guidance, say when escalation guidance is refunds escalated to the billing team, you know, if that makes sense. That's just one example. Let me know if that makes sense to you. Or if you if you want, I can actually show you a little bit about how that works if you want. Boston. Okay. London. Yep. We got some Theresa, welcome. Nice to have you with us. Bailey oh, you got your hand raised. My bad. I didn't see that. Sorry. K. I'm bringing you on stage now. Yep. Oh, you're totally good. Can you hear me? Got you. Okay. So you're saying you need both hand in hand. It's not a one or the other situation? Exactly. Exactly. Like, escalation guidance has existed for a while, and then the escalation rules came in to kinda solve that problem where it's like, you can only escalate it to whoever it gets escalated to, and you don't have much control over where and how it gets escalated. And so the escalation rules kind of give you that that that functionality. So generally speaking, in most cases, you don't necessarily need to give a like, guidance is enough. But, like, there's some places where you're just like, it doesn't you can't just go to any random person. Has to go to some some certain place or or I wanted to hit a certain workflow or that kind of thing, and that's where you that was where you use the escalation rules. Have you used the the escalation guidance much much yet already? Or Yeah. We've had the escalation guidance for a while, like, probably since. we've I don't know. I think as long as I've been using SAN, it's been it's been around. Okay. Recently learned about escalation rules, and I was. wondering if that was something that's like, oh, they're going to be phased out. You know, this is, like, a different version or something like that. Or, you. know, should we. switch to escalation rules or just how they interacted with each other? Ah, it's a good question, though. Yeah. Yeah. Exactly how that's exactly it, though. So, essentially, escalation escalation rules are mainly for that, like, routing side of things. There might be other use cases that I'm not thinking about off the top of off the top of my head right now, but but. that's the main example of it. So you'll you'll see, actually, sometimes, like, if you look. in your if you have to turn the show events on in the in the in the inbox, you can see, Yep. like, what what's happening. Sometimes when that. escalation guidance hits you know, for for one team, for example, I have there's a technical support team, and there's customer care team. Well, if it gets if it gets opened up and routed in in within a technical support workflow, for example, it will just go to the technical support team because it's part of that workflow. But you're like, wait. This is a billing question. I need to go to, know, you the billing team. I need to go to customer care. And so you can you can use that to route, similar to how you use, like, FIN attributes if you're using. that or FIN categories. Yeah. Cool. Okay. Thank you so much. Yeah. No problem. Did you have any other questions on that, or are you good? I think that that makes sense to me. I'll poke around. with the rules a little bit. Yeah. Is. it, like the application of it is something similar to, like, the attributes kind like? that. Yeah. Okay. Exactly like that. Okay. Yeah. So if you if you have an attribute and then you make a rule that basically says, hey. When it's this attribute, do this. It's essentially the exact same thing. You just pick the guidance. to that you want to connect it to, and that's how you do it. Cool. Thank you. Good question. Great question. I'm sure a lot of people don't even know about escalation rules yet, so you. probably just, made help help someone be aware that that actually exists. So that's good. Thank you. Alright. Thanks, Bailey. Leticia, did you have a I see your put your hand up. Do you have a question related to this one, or is this a different question? If you can let me know in the chat, that'd be great. I see that some other people have some questions in the q and a right now. I'm gonna jump to one of those, but I wanted to see if your comment was related to the same thing or not. I'll bring you up on stage. I oh, dang. Okay. Can you do can you raise your hand again? I clicked twice and took you off the stage already. Okay. Sorry about that. Can you hear me okay? we go. I got. you now. Okay. Was your question related to the same question, or you have a different question? It it wasn't I'm still learning the format. How do I post my question? Sorry, No. worries about it. You can just ask it. You can just ask it. That's fine. You can ask it here. I'll just ask Diana to drop that one. Yeah. Perfect. Drop the question off the screen. What's up, Leticia? It's good to it's good to hear your, voice. guys. Yeah. Good morning, everyone. My name is Leticia. I am one of the people that manages FinChat. So my question is, I own FinAI setup, and I wanna move beyond just the FAQs. Mhmm. How can I integrate Fin with our internal, like, system student systems? Mhmm. We work with students, help them through certificate programs, so they're in courses with us. Mhmm. But I wanna be able to have Fin answer, like, internal questions for students specifically, not like a. general handbook FAQ, but more personal, Sure. What's, what's their, your, like, grades and etcetera? And, then how do I know that my students are? yeah. Yeah. Yeah. Say that last part again. Sorry. Oh, I was just curious. How do I know that my systems would be compatible. What so what systems? are you using? Like, what are you using in the back end for the for the the course structure and stuff like that? Or, like Yeah. It's it's something our engineers created. It's called Sabrina, Okay. and it's a self made. system. that we yeah. Alright. That can be challenging, but it also can be fine. Like, if a dev team has, like, any kind of API or any kind of database that they're willing to let you connect to, then it shouldn't be a problem at all. We've done a lot of this kind of work with teams as long as they can make some sort of, like when I say API, sort of, like, some sort of interface for the the for for not for necessarily for you, but for, like, everybody who's listening and who might not know what that is. Essentially, like, the the there's a API is like an interface for people for software to talk to each other, essentially. And so if there's a way for the soft your software to to have that in inbound conversation, then Fin can connect to that and actually ask questions to the database or ask questions to the API. And so, yeah, that's something if you find out more information from them or just see if they have an API or if they're willing to make a like, an API or some sort of connection, then you can you can use fin. you can use fin data connectors to to connect to that. So and you can also use fin tasks. So fin data connectors basically allow you to call out to another system with the kind of information you have. So it's like, oh, it's this customer with this customer ID. You know, what stage are they in the course or, you know, what's what's their current grade? And then come back with that answer for the to be able to answer the question that the client the customer has. And so it's definitely doable. We do this with a company called Jukebox Print. Jukeboxprint.com. We do a. lot of we do a lot of work with them. Customer comes and says, hey. Where where's my, you know, when's my order shipping? And we go to the the back end, check and see when it's shipping, come back with the information, or they might wanna say they wanna cancel an order or, like, or, like, speed up the process, like, rush an order. They can make a just make a message in the chat, and and Fin Fin goes and checks on it and says, yeah. I see your order. It's this this order. You could rush it. You know, it's this much to rush it or it's this much to you know? Or if you're gonna if you cancel it, you're gonna get this kind of refund. So all that can be done with a custom back end, but it just requires a little bit of work from your your dev side. If they've used a custom like, a completely custom system, then you just need some way to either talk to the database or talk to the the software in the back end. Yeah. And that that might be a small. task, or they may already have they may already have something up and running because they're using that to interface with other systems. Like, you know, their payment Right. maybe they're they're already integrating with their payments tools or something like that, and they're like, oh, yeah. We have what what they would normally call, like, an endpoint for that. We have an endpoint for this. If you could you can point it here. Here's how you do it. And, I can show you. Actually, let me are are you in a place where you can see the screen share if I share? Yes. Okay. Cool. I'm gonna screen share real quick and just show you some from Jukebox since, I've got permission to to share some stuff from their, setup. And I can show you some of the like, how that would look just so you kinda know where to go. So if you're in oh, wait. I gotta go to I just remember with their setup, I have to go to a different different view. Okay. So with okay. So with this, you wanna go to the fin age AI agent area, and then you wanna go to a section called oh, too many promotions. Okay. So I go to train and then go to tasks. And then once you're in tasks, you've got the fin task at the top. And I can I've shown shown that in detail here before, but I'll show it a little bit afterwards. But the main thing you wanna look at is this connect to external systems area, the data connectors. Uh-huh. And so these are these are essentially going to the back end system to to have a conversation, and they can be used for Fin or for other things. If I go I'll show you one here as an example. This one called ad rush to an order. So, essentially, what we did was we made this ad rush to an order, data data connector that goes to the back end of their system. And we set up FIN so that if a customer reaches out about theirs about their about their order, we automatically put a rush on the order because we assume that they're, you know, they're very interested in it being done faster. And so we as if you if they reach out in support, we automatically fire off a a rush order on it. And all we all we do here is we go to a back end URL for their API, and we send the order number there, and we say, rush it. You know? And so, essentially, that's that's one example of of that kind of data connector. Another one would be this get order history. So for the get order history, we go and we we we ask it to get the order history and place it in a specific format and then ask the. customer to say, order is it you're referring to? So kinda like something like that might be similar to yours where you're like, go go and get all their grades and show them their grades or or get them get. all their status and show them their status. You know? And it's basically just a call to the back end with with their user ID, which Fin already has, to make a call to that back end and then come back and say, okay. Now that I've got that information, I can answer that question. Right? And so that's what you really need. And I I think if if you have devs on your team that have built the back end, they'll know what to do when when they make a new new data connector. They'll understand some of this. Of course, like, experts from the community like myself can help you with that as well, or, you know, you can there's a quite a bit quite a bit of good documentation online about this as well. Wonderful. Does that does. that I just. oh my god. It does. And, I definitely will be scheduling time with you to help me walk through that. Sure. Yeah. For sure. Let's. definitely do that. Sounds good. It's good to. have you here. It's good to have you here with us. Thank you have. more questions later, just let let us know. Cool. Thanks. Alright. Okay. So let's jump over to some other questions here. I don't know if you got one queued up there already, Diana, or if I should just pick one. What do you think? Perfect. Thank you. Nir Nurit, am I saying your name right? I'm not sure. But if you or maybe it's Nareit. I don't know. I'm gonna I'm just guessing. If you wanna raise your hand, you wanna come up on stage and talk about this. But so you said when I think I think I see you in the community a lot, if I'm not mistaken. When using Intercom MCP, is there any option to control which information is shared from the inbox? For example, can we configure it to prevent user sensitive information from being shared? It's a good question, actually. When you ask the question in the in like, when you ask the question in the MCP, I think you could phrase your question in a way to prevent any of that information be from coming back in the responses. That's what I would suggest at the moment. The I don't know if there's any way to, like, configure the intercom MCP to change that functionality just on a whole so that that, like, none of the team can do that, for example. That might be something to ask to the intercom team in the product wish list, like, maybe having, like, setting where you can you can decide how much of that information gets pushed there. Sorry. I I just saw Aaron's question in the chat. I'll come back to your question, Aaron, well related to this this conversation, but I should have picked up on that while we were having the conversation. I missed it. Sorry. Naren, if you wanna come on stage and talk about this, let me know. But just in general, I would say, if your if your main goal is, like, when you're actually making requests yourself to the intercom MCP, how do you prevent it? I would say, just, make that request. Like, you can write a request with AI that says, like, I want to request information from the intercom MCP, but I don't want to return any sensitive data. You know you know, and then help me write this prompt so it doesn't return any sensitive data. Because AI will know well enough not to put that information in the response. That doesn't mean that the MCP doesn't have access to it or that the AI doesn't have access to it, but at least it doesn't put that in your responses that you're gonna use to then give to other people or that it's not in it's not sitting in your clawed chat history or something. Does that help with your your question? I think that's I think that's probably the best option at the moment. There probably is some there probably is some way as well to think about this on a whole, but I have to think about it. Maybe you could make a project in inter make a project in Claude and in the Claude project, maybe define that so that anybody using the Claude project would also have that setting. That's another thought. Like, a default prompt in the Claude settings that says, like, don't return any private sensitive information when I'm having these conversations. That might also work. I think that could also be a feature request for the intercom community. And since we're, talking about that, I just noticed we don't have the, join the intercom community button at the top. But we do have the meet the experts button at the top. So if you wanna get to the intercom community and you're not part of it yet, click on that meet the experts button. And then from there, you can jump over and log in and join the community. I highly recommend being part of the intercom community. Like, it's a great place to get answers to questions like these on a daily basis even though we've got the office hours, and I think there's some questions that are much better suited for, like, this kind of conversation. Some you know, sometimes you can post a question there and get an answer from someone in the community, like myself or other experts or even just other users who have insights. So, Nurit, I'm glad that was I'm glad that was helpful for you. I'm glad you're using the Intercom MCP because to be honest with you, that is that's like a life changing tool for a lot of teams, a lot of managers, especially for teams and communities. So if you haven't used the Intercom MCP, follow Narita lead there and and get get access to it. I'm gonna actually drop a link to the Intercom MCP here in the chat. So for those people that haven't tried it, you can you can get you can get in there. One second. I'm pretty sure I have a link to it already. Apparently, I have a lot of information with Intercom CP here, so I don't have it as yeah. Let me go grab it real quick, and I'll post it because I thought I had it already copied and pasted. Actually, I should put that in the docs section in the at the top next time because I think everybody should be using it, for sure. Okay. Introducing. They're gonna paste this introducing page for it there now. Okay. So, yeah, check this out if you haven't already. I think you're gonna be, pleasantly surprised by what's possible. I think if, Leticia is still here, she can vouch for that as well because, we had a really good conversation with this and and used it together for some things. So okay. So, let's go to the next question, and, let's see. We got Mariana back, but I wanna jump back to, to, Aaron's question here about has anyone succeeded in hiring someone who's not a developer but knows enough, to set up data connectors easily? Did you just say API knowledge is a plus? Yeah. So, Aaron, if you wanna come up on stage and talk about this, feel free to, raise your hand in the in the interface there, and I'll I'll get you up on stage. But I will say, yes. You you can definitely hire people that are not a developer that knows how to set up data connectors. Easily is another a different conversation, I guess. But myself like, for example, myself, I help people with this all the time. Hey, Aaron. K. You got on stage. So I I, yeah, I help people with this all the time. We have a number of people in the the community experts that know how to do this. But I also think that it's it seems a little scarier than it is. I but I think the API knowledge is definitely useful. You know? Super useful. Like, if you know how you you know how to use APIs, it can help. But I also think that the other thing that is really useful is AI. Like, you can you can often use AI to help you follow the data connectors if you've got documentation. Like, if it's a public API, something like Shopify or something, it's it's a lot easier to set up because there's documentation around it. If it's an internal system, oftentimes, teams aren't very good at documenting those internal systems, and it's very hard to, like, connect to them yourself without without some help. So is. is there a specific mean, that makes me feel are trying to connect to? no. That makes me feel better because, yeah, it is an internal system. So so far, our workaround has been when we need a data connector, we end up having to talk to the engineering team and have them set up the data connector. And Sure. I know enough to know, like, generally how APIs work, but, like, pretty much have been pretty useless in setting up a a data connector myself. So we're. Yep. we're separately, like, hiring basically someone to help with our knowledge base management as a whole, but with the idea. that they would also because of how important that integration is within, like, it. would be a plus if they could help with a lot of that kind of thing as well. So we're just trying. to think about, I agree, with you. key signals it look for. it can be nice for that. I think I think, yeah. Somebody who has some development skills is good. I I think but I think the other thing you could try, I mean, to be honest with you, I'll just give you, like, some I'll give you kudos for just trying because, like, a lot of people just get, like, overwhelmed by it and decide not to do it at all. So I think the fact that you tried to do it and didn't get there don't feel bad. And I and I do think it's really a lot to do with, like, internal systems often are not documented very well. And so most of the time, you have to go to internal devs because they're the ones that know how everything works in the back end. Yeah. So from that side, I would say the other thing you can do other than hiring somebody who knows what to do is, like, document it. You have them document it better or, like, have them sit with you and walk you through how they set it up so that the next time you'll know how to do it. If the APIs are there, like, sometimes the devs are building the endpoints or building the things you need, and that's a whole that's a whole other conversation. Like, if the API doesn't exist or the endpoint doesn't exist that you need, you're gonna need a dev either way because they need to build out that functionality. So with the with the Jukebox team, for example, I can only get so far because I can only build on top of I can only use data connectors to get what they can give me. But if they if they don't have an API or an endpoint with that data that I need, then, you know, Chris on their team has to go and build out the functionality I need and then get that to me, and then I can connect it. And so you may just you may need developers anyways if the data connectors are, you know, aren't aren't like, the endpoints aren't there you need. So don't but I think don't ever feel bad if you can't make it happen because, like, the fact that you just tried, I think, is a big win for your team in general. And then just pushing to get the right people involved, it makes makes the most sense anyways. The one thing I was gonna say to you, though, that you might find interesting is that there's some browsers now and even Claude desktop, Claude code can actually do do things where it sees the screen, and it can give you advice based on what it sees on the screen. So if you have enough information from them on how to how to set it up, you might be able to use, like, an AI browser like Comet, for example, from Perplexity or Dia browser. I can put a few links in the chat to basically talk to the page, you know, if if that makes sense. So you can, like, say, hey. I wanna set up this data connector. And and, like, here's the information the team gave me. Where do I put that information in here to get this to work, or what do I need to do? And that might help you get a little further if it if it really is just about understanding how to set it up. I do this a lot. I mean, I'm not gonna I'm I'll just be honest. Like, the thing that I feel is really important is I stretch my own knowledge and my own ability further by by making sure that I can, like, talk, like, talk with AI about what I'm seeing and what I need. And I might I might not understand the interface. I understand what I wanna try to do. And in many cases, I'll use, like, AI to kinda take a screenshot of it and then say, hey. What does this mean? And how can I how can I, you know, how can I apply this information I got from the team on that and get a little further than I could on my own? And so I don't. know if that will help you, but it might it might help you get a little further. You know? Yeah. Yeah. Okay. No. Cool. Thank you. That was helpful context. Appreciate it. Yeah. No no problem at all. No problem at all. Good question. And I I mean, I hope you get these set up because they're, this is what I say a lot on the whole office hours. Like, the more hands we can give Fin, the the more Fin can do. Right? If Fin's just able to give you information back, it's one thing. But if Fin can actually go and get the correct, like, exact information for that customer or if they can make changes on behalf of that customer, you know, the it it becomes exponentially more useful. Right? So so, like, you're I think you're on the right path with getting the team involved in that. But I know sometimes it's hard to get the dev team, and that might take weeks or a month or three months or whatever it is. Like so, Yeah. like, It slows us do it yourself little bit. be a big win. Yeah. It it really does. And, I mean, that's the way it always is with Teams because they like, a lot of times, they can't it's hard to get them to understand the priority of this, and I I I've tried as well to try to help people, like, communicate the priority. Like, I've had a couple of teams where I was, like, trying to get more information on the intercom profile, and I'm trying to explain to them why it's so important. And they didn't really like, it, you know, wasn't connecting. Right? And then the first time we got some of that information on the profile, they're like, why don't we have this on the profile? Why don't we have that on the profile? And I was like, I was trying to talk to you about that, like, six months ago, but you were like, oh, it's not important. And you're like, oh, I see it now. I get it. You know? So if you can get a little bit like, even just a little win in that area tends to open up a lot more wins because they see, like, how how much it reduces the amount of, like, back and forths is that needs to happen or or the response time or the ability for Finn to do things. You know? So, you. know, so keep it up. Oh, go on. extension, the the other question I had asked in here was, like, in terms of trying to prioritize when to have those data connectors and, like, even go through all of that. If we have the information we need in a thin audience in terms of determining eligibility For a procedure, could we try using thin audiences before, like, really bothering with an additional data connector? That's an interesting question. So, tell me tell me a little bit more about that. I think you said you had another question here. I'm just trying to see if I. can find it. That that was the that was the other question. Okay. I mean, Mhmm. basically, we we are working on a procedure to set up kind of guiding them through eligibility for a trial. And I. have already. set up audiences that basically say, like, you know, if if they've had a recent subscription or not. Like, we have, EDAs. in place that. have have. detected some of that information. So I'm like, Okay. I don't know if we need to bother setting up a separate data connector if I have thin audiences that already. detect. You might be able to do that with FinAudiences, and the other thing I think is clarification. Do you have do you have access to FinTasks? Yes. You do? Okay. So you know what I'm I'm gonna suggest? Maybe try FinTasks. Here here's an exam let me give you some examples of this. I think Fintasks could do exactly what you wanna a procedure? here. Do you you have procedures as well? Yeah. I'm a little jealous now because I don't have it yet. I. I'm gonna Diana, I'm just gonna say this to Diana back. Diana, need access to procedures. The I think that they're working on that right now for me, but it's, like, a pretty narrow eligibility at the moment. So I don't know if any of my clients are eligible, But, let me let me show you. If you have procedures in place, maybe procedures is the way to go. But, for example, Fintasks, can do this. I think procedures are just like an exponentially better version of the same kind of setup. So, like, I would say use your use your procedures or your tasks. in this kind. of way. It's racing. So, yeah, to to, like, bang bang that out. For the other people that don't know, maybe maybe you already know, but but, like, when you get a more elaborate thing going on, I think you you could use your audiences, and then you could use, like, procedures to make this happen or or tasks. So you can like, essentially, here's one here where I'm like, someone's changing their address. Right? You wanna change the delivery address. This is not, like, a simple process because you have to first figure out, okay. What's the order you wanna change the address on? And then you have to decide, can the address even be changed? Right? Like, oh, is it has it been shipped already? Because if it is, we can't change the address or if it's already in process. If if you do have a new address, like, what is that new address? And then also, like, hey. Let's format it. So we do we use some AI to format it for the API to make sure it's correct because, like, somebody might enter it very differently than our API needs it. And so we format it in the API for the API, and then we make sure, like, to remove anything that's that's not correct. And then we confirm that with the with the user. And then once they confirm it, then we go ahead and add that address as the new address. And then we tell them the shipping rate, and we tell them the you know, like, everything that's needed and the confirmation of, like, when it's gonna arrive at a new address. And so then, like, all that handle is handled by the task. If we just had a data connector for this, you know, obviously, it would be much much different. Right? Just like, oh, okay. We we can't we can't control, like, the order of operations. We can't control, like, if it needs like, handed off if it's urgent. Like, in this case, oh, the tracking number says it's already on its way. You know? And the person's like, no. No. Don't send it. I need to do this. Okay. Let's send it to the team. Maybe their team can urgently grab it before it you know, maybe the shipping label's only been printed, and we can still cache it before it's gone or something. So you can say, oh, hand it off to the team if it's urgent and so that kind of thing. So I think if you're already thinking about that procedures with that that type of approach, I think that maybe is better than data connector or, like, it solves the problem without the data connector. Obviously, the better part of it, the the data connectors, can actually see, like, all the details or you can ask for specific details. But as much as you have on the user profile, if you've got that and you can use the audiences to build those, yeah, I think you're right on that. You don't you might not even need audiences because you can even just go, like let me see. Let's see if I have one I can edit here. I'll just make I'll just make a new one as an example. Start from scratch. Can't make a new one from this view. One second. I gotta there we go. Okay. Don't worry, everybody. I'm gonna get to your questions too. I'm gonna I'll stay longer if I need to to answer all the questions. So just hang out. We'll we'll still be there. So new question. Okay. Let's just go here real quick. Why can't I click on that? Alright. Try again. Alright. There we go. So when you're building these out, you can also do something like this at read attribute. Right? So you can say read attribute, and then this is where you could even if you didn't have audiences, you could go, you know, read the attribute about whatever it is you wanna read. I guess, this case, like, I could just say, like, if you're from a certain country, which country are you which oh, did we do that? Yeah. Anyways, country. There we go. So I could say, oh, Cool. read this attribute. In whatever country you're from, then and then you could say, oh, read this other attribute. And then, like so if it if this, this, this, this, and then you could build it out like that. You don't even need the audiences necessarily. I mean, audiences probably help, but I don't think you can actually but you can't actually use, like, audiences from here. But you can like, your your general guidance has stuff with the audiences, so you'd be fine with that. So here, you just have to make sure that you turn on turn on the guidance for the things that matter. So if you if your other guidance like, I don't know if anybody's noticed this, but by default, it's only using communication and handover escalation guidance. If you wanted to use the context clarification or other guidance, you need to turn those on. So just make sure if you're using those that you you turn these things on, and then you can put a custom guidance in there as well. Does that help? Yeah. Thank you. Appreciate. it. Cool. Yeah. Oh, yeah. And the one last thing too, I don't know if you've been using simulations, but, simulations could be really helpful if you have access to this, to once you've got this built out, run some simulations for the different use cases, and then and then you can see, like, how it's gonna operate, make tweaks, and then run it again. If if anybody hasn't seen simulations yet, it's, like, super useful. I have I think I have a bunch of them in here for the for this for one of these here. Right here. Sorry. Simulations. So we have we have a a number of them here. No orders found, adders changed, happy path. So the easy path, but then, like, oh, some it it requires payment. And so you can run these tests and see how they run against those different scenarios, and it actually will play like an AI conversation. You don't have to, like, write the whole conversation yourself. You can just basically say customer wants to change the address shipping address and their order number is this, and then hit play, and it'll, like, it'll play out the whole conversation for you and then tell you kinda show you how that's gonna work. So it's I don't know who has access to it yet, but it's it's definitely a very useful tool. Yeah. I hope that helps. Okay. And let me go back to the chat because I see some lights here. Can my question be answered later? I have to jump on a call. Sorry about that, Constantina. We'll get that. We'll definitely get that answered for you. How do you access the recordings for the office hours meetings? It'll be the same link as this call. So, but we also I think it also gets sent out twenty four hours afterwards with a with a replay link. But you can actually click on the original link, and then you can watch the the replay. So if you if you're here at this event, just use the same link to get back to it. Can you also simulate workflows or just conversations? Yeah. So so, Brennan, you can you can you can simulate anything. Like, you can simulate conversations, and those will actually use your workflows and everything, but you can't, like, just simulate, like, the creation of a workflow, if that's what you mean. Although that's a a and a very interesting cons an idea. I like I like that. Does a custom guidance in in task count against a 100 guidance item limit? I actually don't know the answer to that question, Brendan, but that's a that's a good one. I don't think it does because it's separate guidance just for the task itself. So if you need some extra task if you need some extra guidance and you don't have room for it, then you might be able to fit one in in the task if it's task related. So that's that's an interesting question. Jasmine, I hope you heard my answer to your question. And then, Constantina, let's go find out what your question was. I apologize that we didn't get an answer while you're on the call. Or do you want me to answer later when you can come back? Is that what you're trying to say? Okay. Let's see. Maybe you'll come back. Okay. Great, Jasmine. That's awesome. Okay. So let me let me just see what we got here. Not a real question. Okay. So Bailey had another question. Okay. Cool. We can we can jump in on that one. Let me just see Tracy. Okay. Let's let's take a look at Tracy's question and then Andrew and Mariana. And then maybe we'll have time for Constantina to get back and hear the answer to her question. Okay. So, Tessie, this may be basic, but how do I disable the chat on the help library? We have a script active to populate our FinChat icon on 100 GHL subaccounts. Does that go high level on GHL subaccounts? So we I'm just looking in the chat to see if that's Tessie, if you wanna raise your hand to come on stage, you're welcome to do that as well. Just find that raise your hand link. Okay. Cool. I think that's go high level accounts. That's interesting. So we don't want them to access the chat from the help center just from their subaccount. Okay. Yeah. We can we can do that. That's that's not a problem. Okay. Okay. Tessie, we have you. Hi. Good to see you. Yes. So does that go high level, GHL? Nice. Very cool. Okay. So I have some friends that do go high level stuff. So as far as the chat icon off of the help center goes, you should be able to accomplish this with the functionality around am I sharing my screen right now? No. I'm not. Why does it say stop sharing? I guess I can stop sharing this quote. Okay. My apologies talking to myself. So you should be able to do this by using the URL functionality. You can say, like, not to show the chat on the on the on the URL, but you. got me thinking about that a little bit now. If it's possible to not show the chat at all on the on the help center. So let's let's take a look at that and see. Let's just see. I'm gonna stop sharing your questions, see if I can share my screen, Okay. and go into it. I love these ones where I'm not sure of the answer, and I'm gonna have to wing it and see if we can solve it because I've never had anyone ask me this. Generally speaking, people want it on the help center, but I totally understand why you wouldn't. The the other alternative I'm gonna give you is that you can tailor that to be for each one of the people. So when they go to the help center, it's actually only information for their for their account. So that's that's another like, that's another option that we could probably set up that would be more more viable maybe or or something I know that can be done. Like, you can tailor that to the specific audiences, for example, or but then you have to set up all those 100 audiences or whatever, I can totally understand why. maybe you don't want that there. Yeah. We have the library itself as, like, a custom menu link in their. GoHighLevel subaccount so they can. click into the library from their left hand menu. And then Okay. but we wanna know, like, which user is engaging with the chat without having to always ask their first name. and all that the details and stuff. But it's a it's a franchise, so what their library is gonna be the same for all the the. locations, Well, let's I wouldn't do on. the fly. Let's see let's see if we can do it. So your the current new page URL, I'm. gonna say, How did you get there? okay. Yeah. I got I can show you. So I went to go into settings and then go to messenger. Like, so so I usually just do search at the top and type in messenger. Messenger. Okay. Yeah. And then when you get to this page, at the bottom of the page, there's something that says show messenger launch messenger launcher. And then you've got visitors and users, like, two different options here. So you probably wanna do this for both, maybe, but you can or or maybe you don't maybe visitor is fine because they're not somebody who's, like, already on the platform, maybe. But if you go here and you click add display conditions so let me just delete that. Okay. Add display conditions. And then type in URL. And, again, I don't know if this works yet, but this is what I'm assuming. So we go to current page URL is not, and then put your help center. Help I'm just gonna put help. at, yeah, I'm gonna put a help at inbox action dot com. I'm just gonna see if I can test this. So, I'm gonna save and set this live on my own on my own help center. Actually, I'm gonna do it on the visitors one too because I don't think I'm logged in. So current page URL is not help.inboxtoaction.com. Save and set live. And then let me see if it shows up or not. Okay. So help.inbox at oh, inbox2action.com, I think. Unless I did I not update the help center URL? No. It's good. Oh, the chat's still there. So let's see why it like, I don't know if you can turn it off on here. You let's see. Let me just make sure I have the exact so the English maybe I need to say contains. Okay then. Let's let's go back and say contains maybe because it's got English and other languages. So let me say. current page does not contain help dot inbox, actually. Let's see if that works. I'll do that over here too. Does not contain. Okay. And then save. And then we'll go back and try it again. Reload. There we go. Yeah. Looks like it worked. So. there's how you do it. Cool. Thank you so much. just waiting. You're welcome. No problem at all. It's a good question. One I've never had before. I always like being, challenged on the fly. I was worried my question was gonna be like, well, that's stupid question. So. thank. you. No. No stupid questions. Like, I I said earlier in the call, but not not everyone probably heard it. But no stupid questions because, like, you need to get something done. We need to make it happen. And, again, I'm not from Intercom. So, like, my goal like, I'm I'm a a community expert, outside of Intercom, and I I'm just like you. My client wants something. I need to get it done, and it's not about does the software do it. It's like, how are we gonna make it happen? Like, how can we make this happen? So I'm always working on that that. same premise. Like, we need something done for the business. This is what we need to do. So I I appreciate you coming with this question. So, you know, Yeah. thanks. Thank you. You're. welcome. You're welcome. It's cold where you are, I'm guessing. Right? This this too. I love it. Yeah. Yeah. Colorado. Okay. Okay. Cool. Good to have you here with us. Thanks. Bye. Alright. Let me see if I can get to some of the other questions before people people leave before the end. We still got fifteen minutes before we're out of time, but we're still gonna stick around and answer more questions if I if we run out of time. So let's see. Let's go with Andrew. Diana, if you could bring Andrew's up on the screen, that would be amazing. And, also, everyone, we got a poll running in the background there. If you wanna just tell us, like, how useful was today's office hours. If you haven't had your question answered yet, please don't please don't blast me with it not helpful yet because I'll get to you. I promise. But, but, yeah, hopefully, you see that it's helpful for other people so far, and we'll get we'll get to yours too. Let me go to q and a. So okay. So, Andrew. Andrew, if you wanna raise your hand if you're still here and, jump on stage and talk about this, let me know. I'm just gonna try to answer your question here either way. Okay. Cool. Got you. Bringing you on stage now. So Andrew said new to Intercom, b to b SaaS, using Jira, rec management. No is that request management? No live chat support, Yeah. just tickets. this. Okay. No no live chat support. Just tickets, but would like to Finn to answer questions based on our KB knowledge base. Currently, Confluence. Okay. Now sync with Intercom. Good. In the process of setting up things up and getting Finn extra data. Question is, is there a straightforward way to upload all our prior resolved Jira service request tickets to Intercom so Finn Copilot can learn additional resolutions beyond our help docs? Our Jira rova acts like a copilot during currently, and we want this capability if possible. Very interesting. I would say, yes. There is a way, but I don't I at the at the moment, I don't know the exact best way to do it, based on the integration with Jira or based on how Jira is working. So so one thing some teams have have found helpful if the tool is not, say, like, integrated, there's no way to sync it, is to just export like, just export massive PDF files and upload them to Fin because it it it can actually pull all the data in. So adding files to Fin can help. If there's, a if there's a website if there's a web page that's accessible with all that data, Fin can also be connected to it, but I just don't know if it's integrated. But there is a Jira I'm pretty sure there's a Jira integration. I'm just thinking, like, maybe they would have thought about this already. I don't do a lot of work with Jira, but now I'm curious. So let me just take a look here at what what apps I mean, what things are available in the knowledge base because I'm pretty sure I saw Jira under the under the wasn't here. yeah. I wasn't sure if there was the ability to sync, I guess, the tickets with the knowledge base. Yeah. A. big see what you're saying. a big exercise that we're doing is splitting, basically, our development team will stay on Jira, but our support. team will then move to Intercom. Right now, Okay. everything's living in Jira. But, okay. it's. Yeah. it's. a very it's a expensive solution. And, Yep. I mean, for what for what you get, I think, you know, Intercom's great solution. So it's. just a matter of how do we make Intercom smarter. Sure. Yeah. That makes sense. That makes a lot of sense. So I think, like, at the moment, I'm I wanna dig into this more, but at the moment, I'll show you what I do know. And then maybe we can dig into it more and see what else is possible. So I'm gonna share my screen here, and we'll go into, like, the intercom. So this is the intercom sources section. And one of the one of the sources that you have available obviously, you know Confluence because you already have that set up. Right? Yes. So you have Confluence up with Copilot. But down here at the bottom, you also have an option here to add documents, and you can upload documents directly in here. So they see. say. the the the supported format is text, PDF, DOCX up to a 100 megabyte megabit in [Transcript truncated]