Name: Community Meetup Office Hours
Uploaded: 2026-09-28T16:16:07.937Z
Duration: 57 min 32 s
Description: Community Meetup Office Hours

Transcript for "Community Meetup Office Hours": Hey, everybody. Welcome to the Finn Intercom community office hours. If it's your first time here, my name is Nathan. And, back backstage, we have Roy, one of our other community experts, and we're here to to help you out, answer any questions you have. There's Roy. I'm. always excited To Boeing. I'm always excited excited to be here every Monday, to answer your questions. It's always much more exciting if you actually have questions. So if you guys are in the chat and you can drop a, what's up, say hi, drop a drop a a gif representing your Monday morning, how you're feeling today. Might be, might be positive, might be negative, just depends on, you know, how you're feeling. I'm I'm gonna say happy Monday, but, you know, some people kinda feel like, Mondays are not, you know, your favorite day maybe. So what are you feeling like, today? Let us know. Is it like is it like more like happy Monday, or is it more like, ugh, Mondays? So but, yeah, Monday is a a good start to the week. You got your inbox probably full from the weekend. You gotta deal with that. And, maybe you're here and you got some questions. We can help you sort those things out. So, yeah, again, we're we're volunteering our time here to help out with the office hours, because we know a lot of times you're stuck, you have some questions, see if you can help. If you wanted to, you know no pitching, no promoting here. That's the whole point. We're not trying to, like, talk about features of intercontinental launch. But if we don't have any questions, we'll probably start there and just go and look at, like, what are the new changes that have happened, what's happening there. You can jump over to the community, click on meet the experts. You can learn more about me, Roy, Lexi, some of the others in the community, Milan. I'm gonna jump over here now. Click on that meet the experts button, and you can see my screen reminding me that you can see my screen. I'm just gonna put myself on meeting mode so that things don't pop up on my screen, hopefully, for the next hour. So this is the hire expert page. You can see myself. You can see Roy, Connor, Lexi, Malone, Julian, Nur, and Joseph, and you can click on our profiles and learn more. You can get to our calendar link to to book a time to see if, you know, it's useful. You can get some help from us or just just meet us, get to talk to us. You can see here. You get your notifications from the community. This is, like, things that you've maybe engaged on before, and people are replying back to it. You've also got some private messages here. Seems like I have a couple. Seems like I always have a couple when I go on here. And then you can go into the fin community at the top, and this pulls you into the main screen where you can see all these, areas of the sites. You can go into product wish list, which I like to go into a lot. Just kinda see what's bubbling up in the product wish list. At the top here, you can sort this by most votes if you want. I can see what's at the top of the list, or you can go to recently active and see just, like, what new things people put in. Here here, Fabiano has said, allow setting ticket attributes in the mobile conversations app when closing, ticket. So if you think that's an interesting thing as well, like, right now, ticket attributes can only be edited in the web inbox sidebar before closing a ticket. Mobile conversation app doesn't show this. I'm just gonna give a a a a plus one for the support of Fabiano and his his, his goal there. More granular information to change log. Yeah. That's kind of interesting too, but I I'll I'll bold it up and ask for more information beforehand over. Thirty second escalation if customers are unresponsive. Yeah. This would be an interesting one to get into. There's some questions here. So we might if you guys don't have any questions right now, we might dig into some questions. If we, go here the product and feature request, I just want to underline one important topic. Like, once. you underlining that workflows should be even more powerful, and I will give you an example. Yep. Like, if you want to build a deep feedback loop or any other, things with the workflows and you just want to open the conversation or give some kind of, using the SMS feature on etcetera, I'm always using the data connectors and some kind of terrible workarounds. So I think personally workflow features, what action you need you can do with the conversation should be expanded. Yes. Like. opening the conversation and giving them more powerful, like, the SMS switching the channels and etcetera. Yep. Right now, I'm using internal data connectors, and I'm using internal data connector to reach even intercom service. So, personally, powerful in the workflows will be amazing feature. Yep. I need to, like, write. That sound that sound. that sounds good. Well, we'll have to take a transcript of the call and see if we can put it in there. Maybe go go add it in there now. So, we've got, Michelle? I just saw this at Blop. It said how I guess this is newly turn AI savings into higher pay for its support team. This is posted by Diana. You guys haven't seen this yet. If you're a support team, you wanna get paid higher, maybe you can, you bring this to your boss and say, look. We can save money we can save money with AI and then turn that into more money for us, you know, or whatever. So they're saying here that they saved 359,000 salary savings in just six months, and team stayed under 80 people against a five year plan. And so they took some of that money, and they put it into higher pay and better career paths for the support team. That's pretty cool. I like that idea, giving back into the team when you get them building up these features. So I love I like that idea. And then, yeah, usually, I just go here to help others and see what's happening. This looks like some spam, so we'll just report that actually. You know, you click on this and go here. If you guys see some spam, just go here and type spam. Or you can go wait. Maybe I wonder what kind of can we do a spam icon? Oh, they don't have one. I was thinking they would we can do this. I was thinking it'd be fun if they had the actual word, like, you know, like a spam or something like the food for fun or something. Anyways, I report that spam. Let me go back and see the, other questions. Usually, I just try to pick a question from here. Search query character limit on modern template. Interesting. Calendar mess messenger sheet fails with 400. Yeah. I don't know much about that right now. I can dig into that. How can I improve schema markup on my website? Interesting. I'm working on improving the schema markup on my website, but I'm not sure if I'm using the the right structure data for all my pages. Let's see what they're saying. I don't even know what this is about. Oh, this is spam. This. is spam. It's already. I could because it's not the service. of them you can cover. Yeah. Like, a lot of times people post this, it kinda looks like a real question, but if you look here, they're hover hovering, like, they're linking to something. Unreal like, it doesn't even make sense to take the time to make that link. So I'm just gonna skip that. Self only performance view in workforce. Let's see what that is. Oh, okay. So agent will only see their performance and not the whole team. I believe this is in progress as per conversation with the workforce team, but I just look just looking for an update. I don't know anything about the workforce thing that they're talking about. Do you know anything about that at all, Roy? What made. it say? I was meant workspace. Maybe they mean workspace, not workforce. Yeah. can might be what it is. bit? Sorry. Yeah. It says, self only performance view in workforce. Workflows, So maybe? yeah. Maybe or it could be the workspace. Like, I know that they, you know, there's a. report for, like, team being here. I believe this is a progress per conversation with the workhorse team just per conversation, per team member maybe, like, assign it to Yeah. they're defining the limit that per con team member can handle a team per conversation. That's possible using the limits, assignment. limits, Yep. if it's in the. plan. The new it's the, like, feature. different. plans. So if you are using the balanced assignments and if you want to limit per conversation per team member, that's possible. Yeah. You can assign the one team member handling one conversation. And they this goes even farther than you right now, you can define per team member on also based on the channel, like tickets, conversations, and the phone calls. You can define them one by. one. So this feature, actually, during this month, Okay. expanded. Okay. Yeah. Cool. Any I'm just saying, hey. I got Lexi backstage now too. If you guys oh, we got a question. Yes. Finally. Good stuff. Finally. I I don't like when we don't have questions because I can just random That's rant about some kind of. on to the stage as well. Hey, Alexi. Thanks for joining the stage. It's good to have you here with us. So Paul is saying, thanks for hosting this. We're only just moving from Zendesk Essentials AI over to Fin. Yay. I gotta tell you. I don't I'm not a huge fan of Zendesk. No no, no disrespect. I mean, all disrespect what? Oh, never mind. We launched, Fin AI to some early access customers today. What are two things you'd recommend implementing when moving into more interested more into more interesting or advanced workflows with Fin? Oh, interesting. Interesting. You guys wanna start with anything? Roy or Alexi, you have some thoughts on that? Or Now I will say. that there's one, like, one, essential of all the essential things is which is the data collection plan, and I'm just gonna pass the microphone to Roy because it's essentially a Roy thing. We'll just go for it. Yeah. Because Roy Roy is the one who created, like, he's created and shared a raw activity collection plan in the. community. So that that makes sense. Oh, Yeah. oh, okay. So thank you for all this feedback, first of all, Alexei and Nathan. Truly, thank you for that. So, personally, once we're thinking about the Intercom, from the Zendesk, Intercom is a powerful business messenger. And once you engage with any feature of the Intercom, which is let's start from Fin AI agent, the contacts, outbound messages, and even defining which conversation goes to the which team inbox, the most important and crucial thing start with the data collection plan. So I don't know if you're using previously Zendesk or not, but I can simply share the screen as well and show you the data how the data collection plan is looks like. It for you to easily determine what kind of data you want to share with Intercom and how then you can use the following data. So So let me personally, first of all, share the screen. Nathan, sorry. I need to actually, Yep. Right. Yep. stop sharing stop sharing. the quote. Sorry. about that. Yep. And once we go in with the data collection plan here, and once you open the template, then it routes you to the spreadsheet, which gives you a bit overview what the data collection plan is. So imagine if you're from the I don't know what kind of industry you are. If you specify, I will give you a more advanced response. But imagine if the Intercom was installed on a software as a service company, which right now handles the product prod project management. So right now, as you see, we are sending to Intercom per the in Intercom, there is a user data and the company data. If you're using the workspace based software as a service company or if you want to the person assigned to one business entity, then you need to use the both. But if you are only for serving the individual customers, you can simply use the contacts only and not use the company attributes. So for users, you're sending the full name, email information, the language. If your if your platform is multilanguage language based, you are using you are sending it to Intercom, which language your customer is using your product, disable it on in Intercom to determine the languages and send them the different messages. So you're sending, like, how many project the a they created, how many project they shared, how many tasks they have to determine the user stages. So once you determine the user stages, you can build the outbound campaigns. You can use this information for free. You can use this information to route the VIP customers or decision makers to the different team. So my personal point of view, you can start with data collection plan. You can I I I can also post a link in the chat as well? And, also, second with the Zendesk, if your company quite well use the Zendesk, you start need to importing your data from the Zendesk help center. Even there is a Netron also have a very good company, which actually, helps on immigration as well. So if you want to all your conversation migrated to Intercom, I think, Netron, you will suggest the company as well because previously, I remember you did. Yeah. Yeah. Yeah. Yep. I've used, I've used a few different tools for this. Yeah. But, actually, now, these days, I think I would probably just use Claude, like, Claude Cove to do it because, I've been I've done a lot of things with the APIs with Claude, and it works really well. But, if you wanna use tool, one of them was depends on the company. You know? Some comp yeah. companies prefer prefer to actually hire someone, am I right? Like, because the because of. the date, like like, data, they could have managed to share this data and etcetera. And also one main. main point during the migration is that if you are moving to the then the moved already to Intercom, you somehow still need the previous conversation. Your support agents maybe needed, this. as well. That's good. Yep. data collection plan and the migration is very important. Also, migrating your previous help center articles also very crucial. Yeah. If you need help with migrating and stuff, yeah, you can definitely reach out. I have a contact for that, like, to do the intricate more more intricate stuff, like, moving over all the tickets and everything if you want to. Just depends on if you're doing, like when I worked at I worked at a startup called Focusmate, and when they moved from Zendesk, we moved we connected all the user profiles and everything. But then what I ended up doing was, like, keeping an archive over in Zendesk and paying for, like, a one individual user that still had access. So if we needed to go back to the old setup, we could go back and take a look at, you know, what was there. But we didn't, we didn't bring everything over just because of that. At that time, it was, you know, the team the team want thought it was, like, not as necessary to keep everything. I personally wanted to bring it all over, but, you know, every other people disagreed. So I said, okay. Let's just keep an archive over there that we can navigate, you know, and and go back. So they have, like, a low month yearly plan where you just pay for a year to keep, access or something. But I I think these days with all the technology we have and the immigration, like, the the migration tools, I think, you know, bring bring as much as you can over because then you can use AI to, like, just, like, review those things and try to understand what your workflow should be and that. So, like, And I just, show guess reply as well as, regarding. the company company. So if you are hosting. the software as a service service solution for the SPAs and you are you are customizing mostly the b two b customers, First, you, like, your software is all already telling me if they have a multilocation, what kind of industries they are referring to, also how many users they are inviting, how many, amounts they are spending to you, and also very important will be how many customers they created, how well they are using your products, and how that also came from how you determine monthly active users. You can use the same data and send it to Intercom. And then imagine you are defining this, like, if the someone, some of your customers from here, some of them from PUTN, they should handle different different support team members. Or even if they are handling with one support team member, you can split them. And you can also target the decision makers. Like if this user is admin, owner, payment maker, or not, and then you can always offer them enterprise support. It's also very easy to use for FIM. And for outbound campaigns, once the user is registered, how well they are using your product, if they are actually not using your product well, you can always bring outbound messages, offer them the sales assistance, and etcetera. So my personal point, you need to use the data collection plan. Yeah. Yeah. So I think data collection plan is an issue one, and I think, like, what I've done a lot of times is, explore. Right? Yep. we're talking so much? about the collection plan, but maybe, like, a couple, like, couple of more things. I would say. start start collecting CSAT early, both both from FIN and from the life from the life support, and set up your reporting early to see exactly where your hurdles are. Because the earlier. start collecting the data about the user experience, the earlier you will see where your FIN setup is, you know, not quite reaching the level you want it to be, especially. when it comes to the, like, knowledge base. I'm sure you you like, when you are migrating from Zendesk to Intercom, you will have plenty of articles. Beam moved across the platforms as well. You do wanna you do wanna, Yeah. like, double check that Fin is actually utilizing them properly. The articles are structured properly to be retrieved by the AI and so on and so on. But, Yeah. I wanna challenge the people who ask us questions unless you, Roy, would wanna oh, sorry. We, haven't. Hi, Roy. yeah. I got I have some stuff to share, but I do see we have another question too, so that's good. I'm gonna, just I'll share what I would I would look at right now, personally, is if you have a lot of Zendesk history, you could go through and you could use Claude, for example, to look at that Zendesk history or look at the history now that you've imported Intercom and look for some patterns and things, like top top issues you're having. Normally, when we work with, you know, as as experts when we work with clients, what I like to do is step back and take a look at, like, what's the business goals? What are you trying to accomplish? Like, why did you move over to Intercom versus Zendesk? You know, what were the pain points you had? And then and then say, okay. Well, how can we how can we make that better? I think, you know, taking a look at what Roy and Alexi already shared, I think are really important. Like, when you have the data in there, then you can do a lot more. Like, what kind of information you wanna pass? Now you can route better. Now you can answer questions better. You know you know more about the customer, that kind of thing. One small thing is if you can't if you don't have tools integrated yet, install the quick links plug in or app from the App Store, and then you can add some links to your top tools that you're using that aren't integrated yet just so that you can you know, you'll have access to those. The customer, link them dynamically to the customer profile, in the other tools, install third party apps like Stripe and things like that that, you know, would give you information on when they paid last, what their subscription renews, all all those kind of things depending on what payment provider you're using. And then, and then I would that's where I would go into cloud connect connect their cloud code connector to, to, intercom. If you're using chat g p t or something else, you can connect those as well, instead. And then, you know, have a conversation with your inbox about, like, what are the pain points? Like, what are the, you know, jobs to be done? If you're in SaaS, I think this framework comes comes up a lot. Jobs to be done framework. Like, what are the jobs to be done in the inbox that we're not meeting the needs of? Or what are the emotional jobs we've done of our customers? Then, you know, what's the if you have a customer journey, you know, like, how can I set up the help center better match the customer journey? Or, like, how can I like like, where are we break where is it breaking down on the customer journey in our customer support and sales conversations in the in or over some things like this you could do, with all the history you have and then say, how can how can we use Intercom to to make that, you know, do that to to do better with that? And so there's a lot of things you can do. It's just about, like, how you come at those things. So I'll leave it there, but I think those are some things that some wins that you could do. And just keep just keep exploring, you know. Like, I think you've already made a really good decision moving from Zendesk to Intercom, so I think you'll be happy with that. So I'm gonna go to, the question from yeah. You got something else? just. quick note no. Quick note before we move on to the next question because we only have, like, we only have a one and it's fairly short, like, fairly. short one, I think. Yep. Like, we can always invite, Paul on the stage, and maybe Paul. could share more whether what are the hurdles, he had with, Yes, sir. moving to send us to Intercom. Just saying. because we have time. Yep. Yeah. I think that's a good idea. Like, other people who are joining the call, if you have questions, make sure you get them in the chat so we can answer them. But in the meantime, like, if you want, Paul I mean, if you wanna raise your hand, we could bring you on stage to talk about it. Or if you wanna talk about some stuff afterwards, yeah, I'll get you raise your hand. Let's go. And then we can get Mar Marienne, we'll get to your question after this too or Marienne. I, don't know. We'll we'll. find you a question here. afterwards. How are you? Can you hear me? I don't know if you. can hear me. Can you hear can't? we can hear you. We can't see, but we can hear you. So. Cool. that's all. My camera's on my screen, so it might just be a bit slow to load maybe. Okay. Yeah. No. No worries. No worries. Yeah. Thank you for those answers. Yeah. We're we're we're in, like, the the very early stage of it, I suppose. We're still using. Zendesk as a ticketing system, so our agents will still be working, from. Got it. Zendesk. Sorry. So it's it's purely hear that. the yeah. Just playing. I'm just playing. Yeah. I suppose yeah. It's just a a larger effort, I suppose, to move the the whole the whole structure at the the at the time being. Yep. And we are coming from like, we were using, like I was saying, like Zendesk AI essentials. So so Yep. really simple AI. Yep. And then just just Fin just made more we were exploring different AIs. Fin made more sense. So. like, good bit built out between, like not not many procedures. We have a solid help center there as it is, and we just have that integrated. with Fin already. So it's just pulling from our Zendesk help center. We have just a single basic kind of welcome workflow built. out. So, Okay. like, Okay. our workflow at the moment is just let Fin answer kinda greet the customer, let Fin answer, and then just a branch to check, like, office hours and then hand off to an agent if if needs be. But. that's. where I'm kind of exploring, like, where where do we go next in, like, two. two months' time or three months' time or. something like that. What's what's think typical you're now? yeah. I think if you're at that vantage point, I would say the big thing that you wanna do is give Finn hands, not just, like, information. So, like, how can Finn actually touch the touch the data or get the responses from the data connectors or, you know, know know about a customer better, so that they can answer better. And I think that, like, for me in my experience, like, working with stuff, I think that's where the biggest thing you know, biggest win is is, like, if you ask Finn, like, oh, how do I get it? How do I do a refund? And Finn looks up this and tells him how to do the refund. It's a step by step process. It's so different than going, hey. I need a refund. And then Finn goes, okay. What which which order do you wanna refund or whatever? Like, that kind of thing. Or, like, even upgrade. Like, I wanna upgrade. Okay. Well, which plan were you thinking about? And here's the differences Yeah. trying to accomplish? You know? And it's like, if it it's in the UI, you know, do you have, you know, if you have videos in and photos in and things like that, Finn can actually, like, look at the look at the photos and answer based on the photos. If if somebody sends a screenshot in, it could, like, look at the screenshot and give some feedback. So, like, just trying to think about if it can get in the data connector and it can go, oh, you're on the x y z plan. You don't have access to that feature. You need to upgrade to get that feature. Okay. Cool. So, like, how much is it to upgrade to that thing? And just, you know, have that conversation as opposed to going, like, you know, sorry. You know, I can't do that for you kind. of thing. You know? Yeah. Which is what we're currently used to. Like, so yeah. For sure. Yeah. I think. the the thing the thing I'm not trying to get I'm I'm hoping not to be blindsided by is just the like, what you mentioned there and the quality of the answers as well. So, like, Yep. where Finn where Finn like, we can obviously have a lot more customization around, like, tone and and. stuff like that. Even even the idea of linking images and screenshots and GIFs and stuff like that compared to what we're. used to is. Yeah. is so much better quality than the answers that we're giving customers now. Yeah. What. I what I'm hoping what I'm hoping not to do is just see all of that and then only focus on that. I kinda already wanna think like, that's where my question came from. Yeah. I'm trying to. think how do I get to the next step before we even pass the first step kind of thing and just build build out a plan from there. Oh, Like Yep. like a couple. Coming to our procedures office hours too or something. I I think is procedures office hours this week or next week? And I can't remember now, guys. there's one this week, on October. 1. So every every other Thursday. So this Thursday, if it's this Thursday, you can come to procedures office hours. I think you could see, like, Roy demo some office like, some some things for for, procedures. That'll give you a really good indication. Like, one thing one thing I would think about is anything you have sort of like an SOP for where you start start somewhere and end somewhere or has branches out. In the past, we've thought about workflows, but now I think procedures is your focus. Like, it's very fluid, very, very possible to, like, triage. Like, let's say, onboarding a new lead or, like, triage a support issue or whatever whatever you need. And if you want it to follow a very specific path, like, first check here and then check that and then do this and then this and then that's the end or something like this. Or, like, if the person meets these criteria, then start this conversation. Like, that kind of stuff can happen. And I think, if you start thinking about that, like, I would say, like, think about what you would train humans to do and go, like, okay. What do I need to be able to train Finn to do that? And it's like, okay. Well, they need to be able to open up this particular admin section. Okay. Can we get an endpoint to that to that same data? You know? Oh, they need to be able to, check this user profile. Okay. Well, can we sync that information from, you know, wherever it is, HubSpot or something like this over to Intercom so. that Finn Finn has it, that kind of thing. Could I ask not to hog the whole session, but just even follow. a question on something you mentioned there, and it's it's something that became like a challenge at the start or it's still a bit of a stumbling block around, like, security and data security and privacy and stuff. Yep. Obviously, one thing that we we have a long list of tools that we use internally that we. would like to connect to, but we also wanna make sure we're checking all the boxes when running around, like data security, privacy, like PCI. components, all that kind of stuff. Yep. Do you guys have, like is there a recommended go to of just, like, almost a checklist of what to make sure you're looking at when you're connecting external tools and giving fee an access to. to multiple things? Like, all depends. I mean, what, kind just depends. what kind of. tech Go ahead. Go ahead, Alexi. Sorry. no. No more no worries. It all depends on what kind of data, like, you like, you wish to connect and what kind like, what kind of integrations are, like, are are using. I I guess regard are are you referring by what to give Finn access to, like, overall? Like, what Intercom should be able to access or not? Are you referring specifically to Fint AI system and the procedures? Yeah. Well, kind of a mix of both, but probably more focused around procedures, Like, where where we would want to go when we get a bit more complex is allowing kinda what you just said, Nathan, like, allowing Finn to handle action actual actions that our agents. would would have to do themselves using external. tools. Yeah. Yeah. Mhmm. So, like, Go, ahead. if you want to answer? Oh, thank you. Like, Paul, first of all, like, thank you for amazing questions. Like, I will answer about the security, and I also have some additional questions as well. So about the security, first of all, once the procedure and the fee needs to be act as an agent, you should define what like, if we are talking about the financial services and if you want to process their funds, like, you can directly provide an access, like, to the payment gateway as well, but you can also use the your internal API as well. So PIN will act as API service. It will directly ping seed. So authorization and everything's done from your side, you need to securely provide the intercom access on it. So if you make sure that procedure will not act, and not to be something that your agents are not doing or not, simply, simply simply show you as a different user, that's already, like, covered security because PIN will act as a user which actually authorized on your system. So first, Messenger should be, correct placed and securely installed. You can always whitelist your and then there is, like, g v GVT token authorization. And once you go to the intercom settings and the security, it should be greener, and your Messenger should be securely installed. Otherwise, it's very unsecure to use, not only for intercom in generally because it actually acts as a new your your authorized user. Then you can whitelist the domain names, and only after that, we can actually go to the procedure security. So So procedure security can be done with two different ways. One, very simple authorization, and the second, you can even build much powerful implementation and bring second topic, a second token, one user based token, which means that once the user authorized, this also provides the second authorization tokens as well. So that's the two layer of the security, but this actually mostly used for a financial services. Then the five topics is the operational topic. So if you, see that let's discuss the refund topic. If someone asks that, I just want to make the refund and this amount is much higher than your you and your you want to your team can review the process until, before it's actually processed the refund. You can display the make this every single in the procedure. This called three a like, three a layer or four sorry. Four a four a security layer, and you can build build this from the Intercom side. But I also had, additional questions for you because right now, you moved from Zendesk to Intercom. In Intercom, there is a several products, which is the, like, Fin, which which you already using Fin for sales, which very good will be very good for you because you also have a sales page, landing pages, and you just want want to qualify your list. And do you do you are you actually planning to use it because it's a very good one? And second is the outbound messages and the outbound campaigns called service and the product tools. You can use Intercom for onboard your users. You can use Intercom for trial to activation or conversion to make them detect the churn and reach to them. So, personally, are you planning to use the following services, and which part of the intercom you are right now covering? Fin, I got it. But you're also planning to use intercom for outbound campaigns, for product tools, for, increase the user education, or you're just using the Fin as a sales and a support? Just just not even sales, just support. Yeah. For well, I mean, just for now immediately, but long term goal is to well, product tours, we were all already looking at, and we had a little kind of preview of that. So that that. seems like something we would use for sure. Onboarding for sure kind of further down the line. Sales, I don't know. Like, I I would have to chat with our sales team and see if we can figure that out. Yeah. But, like, I think that the thing we're, like, we're in the phase of only having a customer support facing method of communication to to now having Fin, which enables more of a client facing AI as an overall, like so all of the tools that you listed are what we would hope to get to, like, Cool. allow things. to kinda have onboarding and product tours and and sales and potentially, Yep. like, customer success. But for now, immediately, at least, it's it's just customer support. But what I, Yeah. can say, like, yeah. I can say sure. If I may if I may, Yep. One thing in this like, for, like, for the security, what what Roy mentioned with, like, you using third, like, third party API, third sys third party system API is also limiting that API token from that tool site. Like, if you, for example, wanna, you know, fetch some data from the HubSpot, you wanna go to back to the when you're creating a HubSpot token, you wanna limit what it can do and what it cannot do. So that's, like, one, maybe the last thing, security security related. And I would also assume that, like, since you've moved from Zendesk to Intercom, you probably have a lot of tickets in place. So you're not just, like, resolving customer inquiries for the chat. You're using tickets quite a lot of the second level of support. I would also assume you have some kind of, like, integrations for your, like, developers, Jira or some other bug like bug tracker. So assuming assuming what I, like, what I think is correct, I would say, if your goal is to keep using ticket functionality, it might be also worth to utilize Intercom for conversational support, as as a first and second level, and then keep Zendesk for the tickets just to, like, just to ensure you have, like, all the functionality and all, like, in all of the systems. If you. have a. if you have a mature setup in there, it might be worth it. Yeah. Essentially. Yeah. Cool. And then that's that Cool. Yeah. and that's I I I would I was just gonna add to that, Alexi, what what Alexi is saying. I was gonna say almost the same thing. Like, this idea that, like I'm not so sure that, like, some of the security levels are necessary in some cases that other people are like, some people will request, but I think one of the main things is that you can you can make a you can make the API read only, for example, so it can't write any data back into it. So depending on what API you're in, we've we've been working on a project where the company has a redacted API where you can access that API, and it won't it won't put back, PHI or p p PCI or PII or BAA or whatever, you know, whatever random whatever random initials are giving these different things. And so you can you can prevent it that way. Like, when I use Claude, for example, I have, I'm using Claude with a client. He's a security client. Very concerned about that. I I put in a a skill and a hook that basically says, the skill says, when you're accessing this particular data, don't pull down any PII, PHI, any information like this. The hook says, you know, did the prompt work correctly and not provide that stuff? And if it and if the hook sees that it provided something back in their in their response, it won't push it to the chat, and it'll say, hey. You know, this this response has PII in it and won't and won't push it. So if you're trying to use. AI, in that sense, you can do it. You can also do that with the, with how Fin connects to that. So in the prompt, you can also include in the prompt that you don't want to pull that information in. And so you could you could you can work on getting the prompt just right so that's pulling the right kind of data and redacting the data that you don't want. And, I think, like, Intercom even has redaction built in as well. So, like, if if. somebody posts somebody post a credit card, for example, it'll automatically redact the information. You can go in and add custom ones. So if there's stuff for your industry that tend you tend to want to get redacted, you can go in there and you can put in custom patterns. So you can, like, put in a pattern that would represent this thing that you want redacted in all cases, and then it wouldn't show up in the chat. And so that's just another way that you can make sure that that's safe, but you can also do that in the prompts for the the data connectors. And, like, one one thing I I think going back to procedures, you can also write that into the procedure and then and only allow the data connector to be used once in a procedure so that the procedure is, like, very specific of what was pulling and what's not pulling. And so you got you got a lot of different control mechanisms there to to make sure. that that's not gonna happen. You know? Yeah. So I just also want to mention one more topic about the segments. So if your procedure should be triggered on a very specific segments on someone actually you're afraid that someone will go there and use the procedure incorrectly, some of the customers, you can always limit them using the procedures, using the segments as well. So that's also a very good idea to determine segments and allow your procedure. to work based on the segments. Yeah. Yeah. It's yeah. They're all great points. I I really like the point. I don't have them like the just having, like, a fallback built into, like, the the workflow itself is is cool as well. But yeah. I'm. I'm still. Because you never know now. you you never know what's gonna. happen. Like, the API they could change the API, and you've got it set up a certain way, and then all of a sudden you get data you're not expecting. But if you put in the prompt, it's gonna catch that anyway. So Yeah. Exactly. And then add in, like, you have five or 600 system admins that need to be in the loop, but at the same time. as well, and you've. got you got a bit of a web. But yeah. No. Thank thank. you so I I have to jump, but thank. you so much for. for having me on. No. It's. a really question. great journey. Great question. It's good to have you with us. Thanks a lot. you so much. just jump. we got a couple of questions from, Marion here. You can tell me if I'm, so maybe that stuff answers some of your questions too, or maybe that's, yeah. Let's let's pull this up on the screen. If you wanna jump on stage and talk with us about it too, you can. We'll I'm just gonna push it up here. Okay. So, yeah, feel free to raise your hand in the app. We can bring you on stage to talk about it. But it's how can we make sure that Finn always mentions the expected response time when escalating via escalation guidance? If you use workflow a workflow to route an escalation to an inbox and include a message above the expected response time, the problem is that this can result in two separate messages when a procedure hand hands off to a human agent, one from the procedure and another one from the workflow. On the other hand, if you include the response time directly in the escalation guidance, I've noticed that does not seem to be a 100% guarantee that FINRA will include it in the final handoff message. Is there a recommended way to make sure the response time is always communicated without creating people to messages? Okay. So Alexi Gate shared an answer, and I think you said that that answers perfectly. And let's just see what Alexa said, if I understood your questions correctly, you can hard code the workflow to send a particular message and shared response times, when certain escalation guides was used, works same as with the workflows. Okay. Cool. Yeah. So that works. And I think, like, also, if you get two handoffs, like, two two handoff messaging procedures, you can turn those off, in a different way. We I think we talked about it here on, office hours before. I'm just gonna jump in there and show you one of these one of these things. Hopefully, I remember where to look. Oh, I don't wanna go to the leaderboard. Let me go back. I'll just go to Intercom Intercom. Oh, there's a little hack for you. If you wanna get to Intercom, but you don't have to log in again, if you're already logged in, just go to intercom.app, and then you go right to the Intercom page. And, hopefully, I'm not logged out, so it makes the a liar and it says no. Okay. Cool. So, yeah, I'm logged in. I can go right to intercom.app, and then we were talking a little bit about let me just make sure I'm in my dev environment. I'm not, so I wanna be in my dev environment. And then we can go to a procedure. And, basically, during in that procedure setup, like here, you can actually let me see if I have one. I don't yeah. Maybe maybe there's a handoff in here. Let's see. Yeah. So the handoff, if you if you go to the I think it was in the handoff, isn't it? Trying to remember where it was now. No. Maybe it's not in the hand off. Actually, maybe it's the other thing. Let's see. One second. Yeah. I'm gonna put at. Oh, because when you have a loop in the teammate okay. You have a loop in the teammate. You can click on here and you get other things to edit and change. But I feel like when you put in a handoff, you also get it. But I could be wrong on that. Handoff to team, and then wait a second here. Yeah. But. it's not the procedure. No. It's not where is it? But isn't it's in the procedure. There's a thing where you can configure that whether it, maybe I'm missing something. I'm trying to remember where it was now. There's a thing where you can decide the handoff handoff the team member? Like, can you click on a handoff to the team, yeah. member. in Dayton? Yeah. Like, I used I thought you used to be able to click on it and get to a thing that showed think the this in this case, Marianne is asking what specifically is gonna happen. Yeah. Not procedure. Like, it's not relevant or relevant to procedure. It's just. a workflows. Yeah. Okay. Then. during the workflow building, Marian Marian gets the two duplicate. I also personally had the following experience, and the problem. I is that, too. Yeah. like, Go ahead, I. think that that's a major problem, I think. And I think somehow Intercom should makes it much easier. Right now, that's the only solution I found that is that, personally, I prefer the box actually displaying once the customers are saying that you will get an answer in, I would say, tomorrow or the two days is much better than pre build display answer from the feed. The box experience, personally, for me, always was much better. So I personally use the box from the workflow, and then only after that, asking the Fint to give the it's not possible, the Fint escalation and handoff message to fully disappear. It's not possible. Okay. But you can. ask them, bring the very short message. And then after that, the second message which came from the workflow, you can customize. Personally, let's say, I. will handle into your support agent, and only after that, if you have working hours and nonworking hours, you will get video answer for you and. display the box from the workflow. And if it's not from the box, so then you can just say that we were contacting us for nonworking hours. Because, personally, I have this experience with working and nonworking hours. And I. say it to Finn, like, make the escalation message very short. Never mention. that you are routing to support agent and something like this, and it's actually working. So not try to disable this escalation message. That's. not possible. Yeah. So this is what I was looking at before. This I I thought it was in the handoff, but it's actually in the end. When you end the workflow, you have the option. It says write the exact message sent to send to the user, or you can just delete this completely. It says leave empty to send nothing. So when the when the when the procedure ends, that's usually where you get, like, a final message. You can. just say not and on a workflow. yeah. Yeah. So this this this end no. Normally, it does. Normally, it sends a message in the chat when you write when something here is written, but you can delete it and then it won't send anything. And then you can you can also have this option, say prevent replies, you know, like this. But I think, like, the main thing is, like, when you go the end I thought it was in the handoff, but this one's gonna handoff and then end the procedure. But, usually, when it ends the procedure, it'll send, like, one final message. And then the other thing that sometimes happens here is if you get you you find yourself getting redundant additional messages from Fin, one of the things you should check here, not workflow. Yeah. Workflows. So if you go into a workflow that has the AI unit, let me just go to when customer sends a first message, just click on any one of these. Should should work. Hold on. Loading. Loading. Loading. Okay. So do I have any fin come on. Get out of the way. Fin boxes in this one. No. Okay. I need to find I just need to make a new I'll just make a new workflow that is fin related. Create from template, thin agent or email. I just do that. Okay. Use this template. And then, basically, in this step that has thin I'm just gonna close that. In the step that has fin, you have some options here, and you gotta get keep an eye on this because this is where sometimes it happens. It says, okay. At the end of the conversation, we'll follow-up with interactive customers after one day. Okay. Not bad. Wait one second. In, wait. Where is it? This is different now. Okay. Then in our in participation email threads. Oh, wait. Maybe this is different because of the email. Okay. Look. Reply. Oh, but did they change did they seriously change the view, and I just don't know? Auto close. Wow. Okay. Let me see something. Now I feel like I'm confused on this. I've done this many times, and it looks like they might have changed the way that UI is, so I gotta look at this. Let's try a different one. Where's the main? Let's do let Finn answer I'll just do this one. Those templates. I wanna see if I'm wrong on this, but when you open the the fin option here, usually, you have an option. Yeah. Here. Ask more beforehand over. I guess they don't do it on the email one. So sometimes this is turned on. You know, collect more information when a customer's asked to speak to the team. So this adds another follow-up layer that some people find frustrating. And then, so, like, if you have this turned on, and then the other thing, it says it routes it over and says, before we do this, can you give us one more bit of information? Sometimes it's a bit annoying because you've already triaged all that information now with, like, procedure. You might wanna turn this thing off. And that I found that that's helped a few times with the clients where they've had the ongoing feeling of, like, Finn's asking, like, one too many questions at the end. So take a look at that and see if that might be part of the problem for you. And then, we already talked about, I think, most of the other the other things, so I'll leave that alone unless there's something else that you wanted to jump in on. I'm just gonna see, if we have anything in the chat. Okay. But the box okay. Oh, Mariana, but the box okay. Hold on. You say but the box is only for Messenger, but for mails, you need a message when you want to tell customers how long the response time is. Oh, okay. So you're trying to use it for email. Is that what you're saying? So you wanna send something there. So I think the workflow thing that Alexi said makes sense. Yeah. So adding something to workflow that's that makes sure that that information gets out to them. You could also draft it in I guess you could also have it set up in the draft and the reply as far as guidance goes. Like, I don't know. I haven't tried that, but you could target email only on guidance and see what happens. Not just escalation guidance, but regular guidance. So, but, yeah, the workflow seems like the right place to go with that, I think. Did you have any thoughts or questions you wanted to share? Feel free to, like, raise your hand if you want or ask more questions. Can you show us how to hard code an escalation guidance message? Okay. One second. Is Alexi still here? No. Yeah. You're still here. Okay. Cool. I looked in backstage. Do you do you wanna show that if you you have the ability to show stuff right now? Or It would probably best if you would have that opportunity, if you have. If you're not if not, I. can probably set up something. can show an escalation guidance, but I think I think she's referring to your suggestion for the workflow. Like, you. know, where do that. would you do with the workflow? Hold on a second. Let me try that. Okay. Cool. I wonder if I can show one of the customer setups real quick without. necessarily exposing the customer. If you yeah. If you got if you got one If not, like, the main thing you're saying is, like, on a on a workflow, you're gonna add a note. Like, when it gets handed off, what do you do with it? Right? And, like, I could show that part of it if you want. Yeah. I'm no. I'm I'm I'm good. you I'm? like I'm I'm yeah. Yeah. I'm not gonna be able to, show the the, show the actual, like, message that we've got there, Yep. but, Yep. should. be good. Yeah. If you can throw that one, that's good. Let me share my screen. How, do I. do screen, Alright. application window, or tab? on the left. Yeah. Yeah. Yeah. Yeah. Thanks for the questions, by the way. It's good to have, some interesting questions to answer here. Mhmm. Just a moment. Take your time. No worries. Stage. Yeah. So, essentially, when when you have a we have all that thing handle step, You can just come up, like, with the with the, branching logic and if the fin is handing over. And then from here, we like, in the branching logic, you can just choose, like, escalation is, you know, as sorry. My bad. It happens. Yeah. You can just choose one one of the, guidance pieces that you have over here and then proceed with the workflow normally. So there is no rocket science involved as such. Yep. And then on that next when and on the next branch like, on the next part of the branch, you just have, like, an arrow. Like, you click on it and you say make a message, and then you can customize that message. And you can use dynamic data, right, which is what you're saying. Like, there should be dynamic data for, like, the wait time or something. Excellent. And, like, I think it should it should work normally with the email as well. Share response. times. No. What was the response reply times? I think it's reply yeah. Short specular reply time. And then. from here and then this one is where do I have it over here? Yeah. And as you can see, we have, like, the we have this one working for the email, channel just fine even though it's not, done. It's not a workflow, for the messenger. So I hope that answered the question. Yeah. That that that I think that makes sense. I just asked in the chat too to see if, that makes sense if it answers your question. But, yeah, thanks, Alexi. That's a good example. Like, I think that but, see, if you notice that, you can pick up a few things there. Like, branches can be used to pick up on guidance that was applied during the call during the chat or the email. And then you can say, okay. If the escalation guidance is if the escalation guidance was triggered, which is escalation guidance. K. If that specific escalation guidance is, do this. You know? And then you could you could even write a message. You can write your own message at the top, but if you wanna put that reply time, you put the reply time there. You know? So you got you got a lot of control over it. What happens after that, is triggered. You can also do that on other kinds of guidance, I think, as well, but not, not just escalation guidance. But, Yeah. Let us know if you have any other questions. Okay. Oh, I have Mariana said in Mariana said in the other screen. One second. One second. Cancel. K. Here we go. Said, yes. Absolutely. Thanks, guys. That's what was said. Good. So good job, Alexi. Thanks. That's good. And that helps people move forward. And, like, you know, when you get stuck on these things, you know, you you know we got us here for the office hours. And, you know, you're talking to people who actually know how to do this stuff because we're doing it every day. And, I know, like, the Intercom CSMs and, you know, RMs and stuff like that, like, the AMs or whatever. Like, they they they work with Intercom. They're familiar with, like, how theoretically it works, but they're not necessarily implementing it for people every day. And so that's one of the reasons why I think, like, the you know, for us as experts, we gotta work around these things. We gotta find out, like, how can we make something that the client needs happen? And, you know, we dig in and we try to explore and figure out how to do that. So, your questions that's why your questions are interesting to us because we're like, how do we solve this particular thing? We don't we don't really well, sometimes we might not know. We've never done that specific thing that you need, but we've done something similar or we've done something or we know how to, like, go find that section of intercom and try it. You know? So a lot of times when I'm answering questions from the community, I've never done the thing that I'm answering about before. I'm just like, I've never done that. How would I do that? And I start thinking about it and exploring it, and then I go and make screenshots of, like, trying to do it just like Alexi just did now. And so it's quite an interesting experience to, like, to do that, but it's it sharpens your skills. You know, every time every time I answer a question the community, it's one more thing that I know how to do, and then it's one more thing that I can, you know, implement for clients. And so, you know, just keep that keep that in mind. Like, if you got anything, my thinking is step back a little bit, dream up your best scenario, and then say, how can we accomplish this? You know? And And or come to one of the community experts and say, like, hey. Like, I wanna do this. How do I do that? And and, like, for me personally, like, I I think Alexi, I I I know Roy, you know, probably have a similar mindset. Like, anything is possible. Like, almost anything with Intercom is possible. It might take some work. It might take a third party integration. It might take, you know, some custom tool, but, you know, it's possible. But some things are possible out of the box like you just showed like, Alexi just showed, but you might not know because you just haven't dug into those windows or those screens or those specific areas. You know? So it's it's it's an interesting, roller coaster trying to understand all of Intercom. You know? Like, there's all and then all of Fin, especially when Fin is so new and changing every day. So, so congratulations for, like, getting in there, getting in the weeds and trying to figure it out, and also, like, knowing that it's good to have some help and dropping in here and and getting some help along the way too. So we're getting close to the end of the time here. If you got any other questions, drop them in or comments in the chat. Feel free. I'm gonna roll I'm gonna open up a poll here. It's just a small poll. Opening the poll now, and you see it you should see a polls tab at the top or polls tab at the top. Click on that, and if you can just answer, like, is this very useful, quite useful? Not sure. It's okay to be not sure. You might need to go and apply this knowledge to find out if it's actually useful or not first. But, we just love to hear your feedback. It's useful to us. And then, last but not least, I will just open this up to show you guys something interesting. Intercom has this change log page, which I think it's, Roy brought it up one time on, coworking Our story on the office hours, and I've always thought, like, it's good for us to highlight it because we learn what's coming out new from Intercom and Fin. Okay. So I'm re oh, merge. Woah. I just saw something interesting. Merge duplicate users into one profile. When the same customer ends up with two profiles, their conversations, tickets, and notes are split across both. The teammates lose the full picture. You can now merge one user into another, merge a duplicate straight from the conversation sidebar with a preview of everything that will move before you confirm. Control who can merge with a new teammate permission. Developers can merge users through the rest API. That's cool. I gotta check that out today. The thing that I'm looking for right now though is merging companies. Like, I'm gonna have to reach out to the intercom team and put that in the in the requirements, but I've got a company that has a I I mean, I have one, one tool. Oh, actually, this is a this might work actually because what moves to the surviving user, companies move phone calls, everything. So if I can find, like, 10 users who are on one company and then on the other company, I guess, move them to the other company. But there's some data on the company level that is not available on one company versus the other. So I would love to be able to merge two company profiles, but the ability to move two profiles is pretty great. User into a user was never available before. It used to be only a lead into a user user into a lead. Like, you could you could merge those two, but you couldn't merge a user into a user. So this is a huge win for us on the intercom side, just for cleaning up your cleaning up your your system because sometimes you get extra users, extra leads added from some other location, like, maybe they got synced or imported on a file or something, and it come it becomes annoying. Oh, and look at this. Choose bigger tool tips that are easy to see and click. That's great. So bigger tool tips now for the product. Woo. So this comes back to the thing that we've been talking about. Like, Intercom's really shipping updates to the older tools now. Super excited to see that. Can't wait to see what happens when they launch these this functionality for different things. So just being able to do bigger tool tips is a small thing, but, you know, it just shows that they're working on those other tools. So okay. So build the metric you need across your, full history. Reports cover a lot of ground, but not every team's numbers is in the built in set. Closure rate for email only, reopen rate for on a single tag wasn't something wasn't something you could put on a chart. Now you can build it yourself by applying your own filters to a built in metric. Okay. Cool. Nice. More reporting functionality. See why an upbound call didn't connect. We talked about this last week, so I'm pretty sure I'm back to where we started on the twenty first, which is really cool, actually. Like, if somebody calls and up upbound call happens and it says call could not be delivered, you don't know if the number doesn't exist or if the line was busy. Well, now you do. You know? So cool. Well, I think that's it for today. We can wrap up here. If anybody else has any questions, let's just take a quick look, make sure I didn't miss any questions coming in. Nope. I think that's it. And the poll, if you did get a chance to fill out the poll, appreciate that. Looks like we have at least one, vote for quite useful, so thank you for that. Oh, we got another very useful. That's good too. And And, also, like, if you guys wanna be not sure yet, that's okay. I'm I'm not trying to pressure you into, answering it in a specific way. Just wanna get that feedback to the intercom team that how's this been useful? Is it not useful? You know, that so they can understand, how useful these are. I think these would be a lot more useful if we have more people. That's another whole conversation. So, you know, if you know other people who were using Intercom or other team members that you think should be joining, just send more people our way because then we can have more questions that we can answer and can make it even more useful to people. In the meantime, I'm a little tired today, so I'm gonna take a nap after this call. I wish you a very good Monday, and, happy inboxing this week. And thank you to the experts backstage, Roy and Alexi, and also Diana, our community lead, who's a big part of the reason why we're even here helping you today. So if you found this useful and found this helpful, you know, shout out to Diana in the chat. So, yeah, there's there's Paul saying cheers to the session. And, and, yeah. Let's just keep this conversation going. You guys come back. Let us know. Like, if you got help today, here and you come back and let us know how that went, that would be amazing. Like, that's good feedback for us. Like, hey. I got help last week, and guess what? Now I'm doing this. And, I think it's a good, it's a good way to, sort of, like, see how this is working for everybody. So if you come back next week or another week in the future, you know, let us know if if anything that you learned here was was useful. And, I hope you have a great rest of your week. I'll keep rambling if not, so I'll let you go. Thanks a lot, Paul and, Marianne, for the questions. I apologize if I'm butchering your name. You know, I I mean well, I just trying to guess how to how to say it. So you and, I'll see you now. I'm gonna jump off stage before I repeat myself seven times and, see you in the inbox. I'm gonna be working a lot with CLI FIN CLI, MCP. Please go connect your Intercom MCP. Do yourself a favor to Claude or to ChatTPT. If you're on Zendesk and you're using Fin, maybe you have to connect Zendesk as well, to your to your, Claude or your, ChatTPT, but, trust me, it is worth it. You know, you can get a lot of information from the inbox. So alright, see you later. Bye. Ciao.