Video: Community Meetup Office Hours, May 11, 2026 | Duration: 3956s | Summary: Community Meetup Office Hours, May 11, 2026. Topics covered: Office Hours Welcome, Email Workflow Setup, Preventing Hallucinations, User Segmentation Guidance, Views and Filtering, Email Brand Configuration, User Login Workflows, Login Complexity, User Authentication Solutions, User Authorization Methods, User Verification Issues, Login ID Challenges, Login ID Recovery, Procedure Flow Continuity, Customer Introductions, CRM Migration Setup, Inbox Organization Setup, Backend Data Integration, Workflows and Integrations, Data Collection Planning, Document Sharing Plans, Community Wrap-Up, Empowering Support Teams, Closing Remarks, Closing Remarks | Chapters: Office Hours Welcome (2s), Email Workflow Setup (154s), Preventing Hallucinations (514s), User Segmentation Guidance (1185s), Views and Filtering (1442s), Email Brand Configuration (1679s), User Login Workflows (1893s), Login Complexity (1974s), User Authentication Solutions (2030s), User Authorization Methods (2106s), User Verification Issues (2219s), Login ID Challenges (2347s), Login ID Recovery (2420s), Procedure Flow Continuity (2558s), Customer Introductions (2750s), CRM Migration Setup (2806s), Inbox Organization Setup (2877s), Backend Data Integration (3010s), Workflows and Integrations (3165s), Data Collection Planning (3280s), Document Sharing Plans (3432s), Community Wrap-Up (3545s), Empowering Support Teams (3618s), Closing Remarks (3726s), Closing Remarks (3825s) Video: Community Meetup Office Hours, May 4, 2026 | Duration: 5508s | Summary: Community Meetup Office Hours, May 4, 2026. Topics covered: Welcome & Introductions, Office Hours Introduction, Q&A Setup, Q&A Setup, Workflow Escalation Rules, Testing Rule Conflicts, Testing Workspace Solutions, Test User Setup, Procedures and Simulations, Sales Agent Pricing, Presales Agent ROI, Q&A Management, Ticket Reassignment, Assignment Sweeps, Testing Conversation Attributes, Messenger Workflow Issues, Workflow Troubleshooting Tips, Browser Language Workflows, Workflow Troubleshooting, MCP Regional Availability, Unassigned Inbox Reporting, Customizing Fin Responses, Closing Remarks, Wrap-Up & Resources | Chapters: Welcome & Introductions (2s), Office Hours Introduction (38s), Q&A Setup (130s), Q&A Setup (219s), Workflow Escalation Rules (336s), Testing Rule Conflicts (417s), Testing Workspace Solutions (501s), Test User Setup (619s), Procedures and Simulations (731s), Sales Agent Pricing (889s), Presales Agent ROI (1083s), Q&A Management (1174s), Ticket Reassignment (1290s), Assignment Sweeps (1648s), Testing Conversation Attributes (1694s), Messenger Workflow Issues (2001s), Workflow Troubleshooting Tips (2114s), Browser Language Workflows (2504s), Workflow Troubleshooting (2618s), MCP Regional Availability (3060s), Unassigned Inbox Reporting (3289s), Customizing Fin Responses (3656s), Closing Remarks (4317s), Wrap-Up & Resources (4925s) Video: Community Meetup Office Hours, April 27, 2026 | Duration: 4388s | Summary: Community Meetup Office Hours, April 27, 2026. Topics covered: Office Hours Welcome, Welcome and Introductions, Team Check-In, Q&A Session, Fin Guidance Features, Audience Targeting Setup, Audience Targeting, User Audience Recognition, QA and Monitoring, Q&A Session, Audience Targeting Setup, Audience Targeting Setup, Audience Targeting Procedures, Troubleshooting Fin Recognition, Audience Targeting Procedures, Guidance Troubleshooting, Monitoring Fin Performance, Analyze and Monitor, Q&A Session, Fin Re-engagement Scenarios, Uploading Knowledge Data, Fin CLI Demo, Support Queue Management, Expert Resources, Support Contact Issues, Troubleshooting Support Scenarios, Escalation Rules Setup, Closing Remarks, Q&A Session, Data Upload Strategies, FIN CLI Setup, Open Q&A Session, Queue Management Solutions, Contact Support Issue, Closing and Feedback, Wrap Up | Chapters: Office Hours Welcome (5s), Welcome and Introductions (72s), Team Check-In (132s), Q&A Session (197s), Fin Guidance Features (340s), Audience Targeting Setup (488s), Audience Targeting (569s), User Audience Recognition (736s), QA and Monitoring (1231s), Q&A Session (1996s), Audience Targeting Setup (2029s), Audience Targeting Setup (2183s), Audience Targeting Procedures (2300s), Troubleshooting Fin Recognition (2512s), Audience Targeting Procedures (2594s), Guidance Troubleshooting (2721s), Monitoring Fin Performance (2998s), Analyze and Monitor (3215s), Q&A Session (3487s), Fin Re-engagement Scenarios (3665s), Uploading Knowledge Data (3877s), Fin CLI Demo (4181s), Support Queue Management (4463s), Expert Resources (4708s), Support Contact Issues (4802s), Troubleshooting Support Scenarios (5214s), Escalation Rules Setup (5692s), Closing Remarks (6037s), Q&A Session (6129s), Data Upload Strategies (6510s), FIN CLI Setup (6886s), Open Q&A Session (7077s), Queue Management Solutions (7140s), Contact Support Issue (7439s), Closing and Feedback (8205s) Video: Community Meetup Office Hours, April 20, 2026 | Duration: 3580s | Summary: Community Meetup Office Hours, April 20, 2026. Topics covered: Welcome & Introduction, Community Updates, Finn Workflow Testing, Reusable Workflow Setup, Workflow Branching Strategies, Escalation Workflows, Slack Notification Setup, Slack Workflow Troubleshooting, Troubleshooting Slack Routing, Troubleshooting Workflow Issues, Workflow Troubleshooting, Community Support Resources, Technical Difficulties, Q&A and Monitors, Intercom Features Discussion, Closing Recommendations, Wrap-Up and Next Steps | Chapters: Welcome & Introduction (4s), Community Updates (100s), Finn Workflow Testing (558s), Reusable Workflow Setup (1148s), Workflow Branching Strategies (1356s), Escalation Workflows (1544s), Slack Notification Setup (1597s), Slack Workflow Troubleshooting (1969s), Troubleshooting Slack Routing (2428s), Troubleshooting Workflow Issues (2488s), Workflow Troubleshooting (2571s), Community Support Resources (2708s), Technical Difficulties (2799s), Q&A and Monitors (2896s), Intercom Features Discussion (3025s), Closing Recommendations (3176s), Wrap-Up and Next Steps (3377s) Video: Community Meetup Office Hours, April 13, 2026 | Duration: 5252s | Summary: Community Meetup Office Hours, April 13, 2026 Video: Community Meetup Office Hours, April 6, 2026 | Duration: 3936s | Summary: Community Meetup Office Hours, April 6, 2026. Topics covered: Welcome & Introduction, Spam Filtering Setup, Attribute Taxonomy Strategy, Managing Multiple Brands, Email Forwarding Setup, Email Forwarding Setup, Q&A Session, Email Routing Logic, Procedures vs Guidance, Looping Through Organizations, Workspace Identification Solutions, Workarounds and Solutions, Workspace Integration Solutions, Custom Objects Discussion, Series Configuration, Closing Remarks, Closing and Community, Wrap-Up and Farewell | Chapters: Welcome & Introduction (4s), Spam Filtering Setup (150s), Attribute Taxonomy Strategy (311s), Managing Multiple Brands (472s), Email Forwarding Setup (743s), Email Forwarding Setup (1198s), Q&A Session (1456s), Email Routing Logic (1504s), Procedures vs Guidance (1735s), Looping Through Organizations (1952s), Workspace Identification Solutions (2124s), Workarounds and Solutions (2344s), Workspace Integration Solutions (2563s), Custom Objects Discussion (2721s), Series Configuration (3040s), Closing Remarks (3331s), Closing and Community (3503s), Wrap-Up and Farewell (3656s) Video: Community Meetup Office Hours, March 30, 2026 | Duration: 5132s | Summary: Community Meetup Office Hours, March 30, 2026 Video: Community Meetup Office Hours, March 23, 2026 | Duration: 5324s | Summary: Community Meetup Office Hours, March 23, 2026. Topics covered: Welcome to Office Hours, Introducing Office Hours, Reporting and Analytics, Batch Testing Strategies, Customizing Fin's Handling, Testing AI Responses, Intercom MCP Usage, Batch Testing Feedback, Intercom-Claude Integration, AI-Powered Data Insights, Troubleshooting Knowledge Sources, Troubleshooting Intercom Finn, Fin Targeting Issues, Audience Segmentation Challenges, HubSpot Integration Challenges, Enhancing Customer Information, Improving Finn's Responses, FinAI Guidance Refinement, Optimizing AI Guidance, Handling Support Escalations, Email Support Guidance, Email Integration Tips, Launching Finn Successfully | Chapters: Welcome to Office Hours (5s), Introducing Office Hours (38s), Reporting and Analytics (311s), Batch Testing Strategies (679s), Customizing Fins Handling (830s), Testing AI Responses (1167s), Intercom MCP Usage (1385s), Batch Testing Feedback (1596s), Intercom-Claude Integration (1773s), AI-Powered Data Insights (2079s), Troubleshooting Knowledge Sources (2726s), Troubleshooting Intercom Finn (2836s), Fin Targeting Issues (2934s), Audience Segmentation Challenges (3023s), HubSpot Integration Challenges (3091s), Enhancing Customer Information (3201s), Improving Finns Responses (3348s), FinAI Guidance Refinement (3458s), Optimizing AI Guidance (3594s), Handling Support Escalations (3766s), Email Support Guidance (3924s), Email Integration Tips (4131s), Launching Finn Successfully (4518s) Video: Community Meetup Office Hours, March 16, 2026 | Duration: 5192s | Summary: Community Meetup Office Hours, March 16, 2026. Topics covered: Welcome and Introduction, Claude and Intercom, Technical Difficulties Resolved, Company Data Management, Editing Company Information, InCycle for Data Management, User Permissions Issues, Editing Lead Data, Product Wishlist Navigation, Knowledge Base Writing, SLA Configuration Strategies, Community Support Discussion, FinAI Implementation Challenges, Iterating and Testing, Attribute Escalation Benefits, Iterating AI Guidance, Answering Customer Questions, Intercom Phone Features, Live Transcription Request, Wrapping Up Meeting, Improving Deflection Rates, Conclusion and Resources | Chapters: Welcome and Introduction (2s), Claude and Intercom (416s), Technical Difficulties Resolved (865s), Company Data Management (1067s), Editing Company Information (1298s), InCycle for Data Management (1386s), User Permissions Issues (1534s), Editing Lead Data (1658s), Product Wishlist Navigation (2041s), Knowledge Base Writing (2246s), SLA Configuration Strategies (2397s), Community Support Discussion (2539s), FinAI Implementation Challenges (2874s), Iterating and Testing (3534s), Attribute Escalation Benefits (3657s), Iterating AI Guidance (3771s), Answering Customer Questions (3960s), Intercom Phone Features (4033s), Live Transcription Request (4202s), Wrapping Up Meeting (4523s), Improving Deflection Rates (4540s), Conclusion and Resources (4826s) Video: Community Meetup Office Hours, March 09, 2026 | Duration: 3608s | Summary: Community Meetup Office Hours, March 09, 2026. Topics covered: Daylight Savings Confusion, Monday's Daylight Savings, UI Limitations Discussion, Community Feedback Discussion, Tracking SLA Times, MCP Server Discussion, Community Resources Overview, AI Integration Challenges, Concluding Thoughts | Chapters: Daylight Savings Confusion (1s), Mondays Daylight Savings (101s), UI Limitations Discussion (147s), Community Feedback Discussion (449s), Tracking SLA Times (590s), MCP Server Discussion (1043s), Community Resources Overview (1792s), AI Integration Challenges (2746s), Concluding Thoughts (3434s) Video: Community Meetup Office Hours, March 02, 2026 | Duration: 4424s | Summary: Community Meetup Office Hours, March 02, 2026. Topics covered: Community Q&A Introduction, Attributes and Reporting, Zendesk Integration Troubleshooting, Email Forwarding Troubleshooting, Troubleshooting Fin Integration, Troubleshooting Conversation Events, Configuring Fin Boxes, Fin Workflow Troubleshooting, Procedures and Resolution, Billing Integration Challenges, Troubleshooting App Conflicts, Leveraging Support Insights, Closing Remarks | Chapters: Community Q&A Introduction (5s), Attributes and Reporting (90s), Zendesk Integration Troubleshooting (558s), Email Forwarding Troubleshooting (1356s), Troubleshooting Fin Integration (1951s), Troubleshooting Conversation Events (2125s), Configuring Fin Boxes (2240s), Fin Workflow Troubleshooting (2430s), Procedures and Resolution (3088s), Billing Integration Challenges (3492s), Troubleshooting App Conflicts (3657s), Leveraging Support Insights (4036s), Closing Remarks (4336s) Video: Community Meetup Office Hours, February 23, 2026 | Duration: 5272s | Summary: Community Meetup Office Hours, February 23, 2026. Topics covered: Welcome to Office Hours, Welcome and Questions, Intercom Goals Discussion, CX Score Explained, Tags vs Attributes, Conversation Management Strategies, Tickets vs Conversations, Conversations vs. Tickets, Ticket vs Conversation, FIN Procedures Overview, Procedures and Simulations, Procedures and Simulations, Procedures vs. Escalation, Procedures vs. Guidance, Report Discrepancy Discussion, Troubleshooting SLA Reports, Gathering Customer Feedback, Refining Feedback Attributes, Feature Request Analysis, Sharing Cloud Artifacts, Customer Trust Issues, Concluding Data Analysis, Visual Report Generation | Chapters: Welcome to Office Hours (5s), Welcome and Questions (69s), Intercom Goals Discussion (157s), CX Score Explained (222s), Tags vs Attributes (556s), Conversation Management Strategies (921s), Tickets vs Conversations (1080s), Conversations vs. Tickets (1187s), Ticket vs Conversation (1301s), FIN Procedures Overview (1464s), Procedures and Simulations (1840s), Procedures and Simulations (2061s), Procedures vs. Escalation (2519s), Procedures vs. Guidance (2678s), Report Discrepancy Discussion (2845s), Troubleshooting SLA Reports (2989s), Gathering Customer Feedback (3209s), Refining Feedback Attributes (3367s), Feature Request Analysis (3806s), Sharing Cloud Artifacts (4984s), Customer Trust Issues (5057s), Concluding Data Analysis (5131s), Visual Report Generation (5237s) Video: Intercom Office Hours, February 11, 2026 | Duration: 3472s | Summary: Intercom Office Hours, February 11, 2026. Topics covered: Welcome and Introductions, Skipping Finn Automation, Help Center Focus, Support Training Tools, Customer Support Challenges, Intercom Conversation Management, Clarifying User Issues, CSAT Interface Updates, Maximizing Intercom Engagement, Bulk Tagging Discussion, Customizing Intercom Help Centers, Booking Priority System, Client Survey Integration, Small Wins, Big Impact, Closing Remarks, Feedback and Validation, Concluding Audience Discussion | Chapters: Welcome and Introductions (6s), Skipping Finn Automation (133s), Help Center Focus (315s), Support Training Tools (647s), Customer Support Challenges (1061s), Intercom Conversation Management (1203s), Clarifying User Issues (1297s), CSAT Interface Updates (1367s), Maximizing Intercom Engagement (1446s), Bulk Tagging Discussion (1699s), Customizing Intercom Help Centers (1860s), Booking Priority System (2597s), Client Survey Integration (2698s), Small Wins, Big Impact (2794s), Closing Remarks (2937s), Feedback and Validation (2965s), Concluding Audience Discussion (3028s) Video: Community Meetup Office Hours, February 9, 2026 | Duration: 3864s | Summary: Community Meetup Office Hours, February 9, 2026. Topics covered: Welcome and Introduction, Guidance vs. Snippets, AI Implementation Challenges, AI in Support, Understanding User Preferences, Email Workflow Challenges, Email Setup Strategies, Optimizing AI Responses, Wrapping Up Q&A, Concluding Q&A Session | Chapters: Welcome and Introduction (4s), Guidance vs. Snippets (99s), AI Implementation Challenges (367s), AI in Support (691s), Understanding User Preferences (1251s), Email Workflow Challenges (1280s), Email Setup Strategies (1469s), Optimizing AI Responses (1715s), Wrapping Up Q&A (2184s), Concluding Q&A Session (3443s) Video: Community Meetup Office Hours, January 26, 2026 | Duration: 3908s | Summary: Community Meetup Office Hours, January 26, 2026 Video: Community Meetup Office Hours, January 19, 2026 | Duration: 4724s | Summary: Community Meetup Office Hours, January 19, 2026. Topics covered: Welcome and Introductions, Q&A and Troubleshooting, Troubleshooting AI Dashboard, CX Score Issue, Technical Support Discussion, AI Browser Options, AI Privacy Considerations, Audio Troubleshooting Session, Customizing Product Categories, Intercom Feature Suggestions, Survey and Feedback, Knowledge Base Structure, Understanding Customer Interactions, Copilot Usage Challenges, Intercom Team Challenges, Task Design Process, Fintask API Integration, Answering User Questions, Managing Global Issues, Closing Thoughts | Chapters: Welcome and Introductions (4s), Q&A and Troubleshooting (102s), Troubleshooting AI Dashboard (285s), CX Score Issue (352s), Technical Support Discussion (501s), AI Browser Options (566s), AI Privacy Considerations (700s), Audio Troubleshooting Session (869s), Customizing Product Categories (2215s), Intercom Feature Suggestions (2757s), Survey and Feedback (2893s), Knowledge Base Structure (2970s), Understanding Customer Interactions (3187s), Copilot Usage Challenges (3300s), Intercom Team Challenges (3455s), Task Design Process (3595s), Fintask API Integration (3727s), Answering User Questions (3851s), Managing Global Issues (3982s), Closing Thoughts (4325s) Video: Community Meetup Office Hours, January 12, 2026 | Duration: 5208s | Summary: Community Meetup Office Hours, January 12, 2026. Topics covered: Welcome and Introduction, Escalation Rules Explained, Custom System Integration, Connecting External Systems, Handling Sensitive Data, Data Connector Challenges, Addressing User Questions, Q&A on Integrations, Intercom Integration Discussion, Exploring Copilot Features, Browser-Based Support Solutions, AI Browser Integration, Fin Attributes Setup, Attribute Usage Benefits, Concluding Gratitude, Addressing Bailey's Questions, CX Score Concerns, Implementing Intake Forms, Conclusion and Recap, Improving CX Score | Chapters: Welcome and Introduction (4s), Escalation Rules Explained (243s), Custom System Integration (538s), Connecting External Systems (718s), Handling Sensitive Data (1016s), Data Connector Challenges (1293s), Addressing User Questions (2069s), Q&A on Integrations (2617s), Intercom Integration Discussion (3277s), Exploring Copilot Features (3349s), Browser-Based Support Solutions (3440s), AI Browser Integration (3574s), Fin Attributes Setup (3732s), Attribute Usage Benefits (3950s), Concluding Gratitude (4131s), Addressing Baileys Questions (4137s), CX Score Concerns (4162s), Implementing Intake Forms (4394s), Conclusion and Recap (4693s), Improving CX Score (5192s) Video: Community Meetup Office Hours, January 5, 2026 | Duration: 4468s | Summary: Community Meetup Office Hours, January 5, 2026. Topics covered: Welcome and Introduction, Addressing SLA Reporting, SLA Reporting Challenges, Intercom SLA Reporting, Intercom Reporting Features, Addressing Customer Inquiries, Ticketing System Necessity, Integrations and Apps, AI Help Center, AI-Powered Customer Onboarding, Intercom AI Features, Simulations and Tasks, Updating Image Responses, Image Optimization Tips, Image Tips Newsletter, Automation and Training, Automating Inactive Conversations | Chapters: Welcome and Introduction (4s), Addressing SLA Reporting (89s), SLA Reporting Challenges (237s), Intercom SLA Reporting (373s), Intercom Reporting Features (553s), Addressing Customer Inquiries (828s), Ticketing System Necessity (943s), Integrations and Apps (1213s), AI Help Center (1729s), AI-Powered Customer Onboarding (1966s), Intercom AI Features (2270s), Simulations and Tasks (2569s), Updating Image Responses (2736s), Image Optimization Tips (2811s), Image Tips Newsletter (2962s), Automation and Training (3078s), Automating Inactive Conversations (3302s) Video: Community Meetup Office Hours, December 29, 2025 | Duration: 2684s | Summary: Community Meetup Office Hours, December 29, 2025. Topics covered: Welcome to Office Hours, Holiday Message Setup, Managing Holiday Notifications, Tracking Fin Performance, Custom Report Scheduling, CX Score Improvements, Intercom Community Benefits, Feedback and Automation, Improving Fin's Performance, Customizing Fin Reports, Wrapping Up Discussion, Wrapping Up Session, Concluding Community Reflections | Chapters: Welcome to Office Hours (5s), Holiday Message Setup (95s), Managing Holiday Notifications (434s), Tracking Fin Performance (669s), Custom Report Scheduling (774s), CX Score Improvements (1278s), Intercom Community Benefits (1348s), Feedback and Automation (1437s), Improving Fins Performance (1610s), Customizing Fin Reports (1657s), Wrapping Up Discussion (1882s), Wrapping Up Session (2001s), Concluding Community Reflections (2129s) Video: Community Meetup Office Hours, December 22, 2025 | Duration: 3628s | Summary: Community Meetup Office Hours, December 22, 2025. Topics covered: Welcoming the Community, VIN Capabilities Discussion, Snippets vs Guidance, Office Hours Management, Intercom Holiday Hours, AI Image Understanding, Intercom Integration Challenges, Intercom Integration Solutions, Interactive Demo Challenges, Intercom Integration Challenges, Embedding Integration Discussion, Exploring Integration Tools, Mobile App Automation, Community Recognition Highlights | Chapters: Welcoming the Community (7s), VIN Capabilities Discussion (101s), Snippets vs Guidance (166s), Office Hours Management (355s), Intercom Holiday Hours (753s), AI Image Understanding (1355s), Intercom Integration Challenges (1434s), Intercom Integration Solutions (1530s), Interactive Demo Challenges (1669s), Intercom Integration Challenges (1802s), Embedding Integration Discussion (1912s), Exploring Integration Tools (2108s), Mobile App Automation (2431s), Community Recognition Highlights (2593s) Video: Community Meetup Office Hours December 15, 2025 | Duration: 5308s | Summary: Community Meetup Office Hours December 15, 2025. Topics covered: Welcome and Introduction, Navigating Inbox Features, Team Inbox Features, Workflow Consolidation Strategies, Workflow Channel Considerations, Improving Involvement Rates, Intercom MCP Discussion, Intercom Suggestions Feature, WhatsApp Integration Limitations, Sharing AI Prompts, Sharing Guidance Pieces, Effective Prompting Techniques, Tracker Ticket Management, Ticket Management Systems, Q&A Session Continues, User Communication Challenges, Context Clarification Guidance, Context and Clarification, Guidance Usage Tips, AI-Powered Customer Support, AI Task Optimization, Improving AI Escalation, Handover Process Optimization, Configuring FIN Deployment, Contextual Language Analysis | Chapters: Welcome and Introduction (6s), Navigating Inbox Features (151s), Team Inbox Features (330s), Workflow Consolidation Strategies (422s), Workflow Channel Considerations (545s), Improving Involvement Rates (829s), Intercom MCP Discussion (1077s), Intercom Suggestions Feature (1284s), WhatsApp Integration Limitations (1538s), Sharing AI Prompts (1893s), Sharing Guidance Pieces (2025s), Effective Prompting Techniques (2136s), Tracker Ticket Management (2269s), Ticket Management Systems (2374s), Q&A Session Continues (2537s), User Communication Challenges (2853s), Context Clarification Guidance (2923s), Context and Clarification (2985s), Guidance Usage Tips (3150s), AI-Powered Customer Support (3406s), AI Task Optimization (3764s), Improving AI Escalation (3990s), Handover Process Optimization (4489s), Configuring FIN Deployment (4653s), Contextual Language Analysis (4694s) Video: Community Meetup Office Hours, December 8, 2025 | Summary: Community Meetup Office Hours, December 8, 2025. Topics covered: Welcome and Introduction, Welcome Back Session, Audience Filtering Challenges, Content Management Challenges, Troubleshooting Community Issues, Knowledge Management Challenges, Data Connector Setup, Data Connector Strategies, Task Implementation Example, Managing Delivery Changes, Data Connector Alternatives, API Configuration Strategies, Checking Workflow Effectiveness, Data Connector Insights, Simulations Functionality Explained, Simulations and Feedback, User Classification Challenges, Audiences for Personalization, Audience Configuration Tips, Managing Snippets Effectively, Managing Content Snippets, Exporting Knowledge Articles, Concluding Q&A Session, Wrapping Up Q&A, Buttons vs. Fins, Future of Intercom, AI-Driven Routing Strategies, Workflow Routing Demonstration, Workflow Customization Tips, Closing Remarks | Chapters: Welcome and Introduction (3s), Welcome Back Session (163s), Audience Filtering Challenges (248s), Content Management Challenges (527s), Troubleshooting Community Issues (594s), Knowledge Management Challenges (667s), Data Connector Setup (833s), Data Connector Strategies (999s), Task Implementation Example (1102s), Managing Delivery Changes (1215s), Data Connector Alternatives (1321s), API Configuration Strategies (1420s), Checking Workflow Effectiveness (1533s), Data Connector Insights (1668s), Simulations Functionality Explained (1795s), Simulations and Feedback (1924s), User Classification Challenges (2107s), Audiences for Personalization (2249s), Audience Configuration Tips (2438s), Managing Snippets Effectively (2675s), Managing Content Snippets (2767s), Exporting Knowledge Articles (2895s), Concluding Q&A Session (3818s), Wrapping Up Q&A (3857s), Buttons vs. Fins (3922s), Future of Intercom (4086s), AI-Driven Routing Strategies (4198s), Workflow Routing Demonstration (4303s), Workflow Customization Tips (4571s) Video: Community Meetup Office Hours, December 1, 2025 | Summary: Community Meetup Office Hours, December 1, 2025. Topics covered: Intercom Community Welcome, Introducing Expert Panelists, Community Experts Introduction, Introducing Community Experts, Content Management Strategies, Intercom Community Benefits, Community Learning Strategies, Optimizing Finn Performance, Optimizing with MCP, Optimizing Conversation Volume, Intercom Product Updates, Simulation Benefits Discussed, Q&A and Privacy, Naming AI Assistants, Wrapping Up Discussion, Community and Integration, Conclusion and Resources | Chapters: Intercom Community Welcome (5s), Introducing Expert Panelists (72s), Community Experts Introduction (216s), Introducing Community Experts (331s), Content Management Strategies (461s), Intercom Community Benefits (1132s), Community Learning Strategies (1401s), Optimizing Finn Performance (1563s), Optimizing with MCP (1907s), Optimizing Conversation Volume (2162s), Intercom Product Updates (2223s), Simulation Benefits Discussed (2657s), Q&A and Privacy (2719s), Naming AI Assistants (2801s), Wrapping Up Discussion (2928s), Community and Integration (3043s)

Transcript for "Community Meetup Office Hours, May 11, 2026": Hey. What's up, Intercom community? It's Nathan, one of your, Intercom experts here. And if you've never been to office hours before, this is what we do. We answer your questions. So backstage today, I have a a nice group. We got Diana who's always almost always here. She's supporting us. She's a community lead and really, like, championing this this whole, everything with the community. And then we also have a couple of our community experts backstage, Roy and Lexi, who you'll probably see throughout the event, either, chatting back to you on your answering your questions or jumping on stage to answer some questions too. So, first things first, though, we need your questions. Right? Because we don't have a we don't have an agenda. We don't have a pitch here. We don't we're not marketing anything. We're just answering your questions. So if we don't have your questions, we we're just got nothing to do yet. So if you're, drop something in chat. If you don't have a question yet, just say what's up. Let us know where you're tuning in from in the chat, and let's do this. It's Monday, so I know it might take a little bit of time for some of you who are just waking up to get going. Some of you have been awake for a while, so maybe you can get your questions in there first. If it's your first time here, just, like, say what's up, in the chat, and let us know where you're coming in from. I'm over in, South America over here in Paraguay. If you, where are you guys from? Where are you guys at? I'm just gonna post something in the chat here, but I'm having a problem with one of my shortcut keys. They're not working the way they're supposed to for some reason. It's weird. Okay. I got it. It's very quiet so far, but I know you guys are gonna wake up and start asking some questions in a second here. Okay. Well, let's see. No questions yet. Alexi, Roy, you guys wanna come up and say hi? And then while we're waiting for some people to ask some questions, there's Cam there's Cam from London. Alright. What's up, Cam? And we got some other people. Oh, Cam's got a question for us already. So perfect. So can can someone push that to the question q and a for me? Because I still don't have that functionality to do that for some reason. That would be great. And then we will get it up there. Alright, Cam. Thanks for getting us kicked off here. That's the important part. And if you wanna put raise your hand and come on stage, we can talk about it as well. It's not going beyond the, go going beyond just the, the text here. So, alright. So we have Intercom connected to two email address, hey at and support at. We wanted to add an auto reply to at hey at so that people would be directed to support or jobs, finance, etcetera. These are not connected to Intercom. We can't seem to we can't seem to do this in a way that the auto reply isn't also sent when customers, email support at. Is this possible? Yeah. It's definitely possible. I think that, I think that the main thing here is if you you can't use the built in auto response functionality for this because if you do, then it's gonna send to every email that comes in. I think you're gonna set up a workflow for this. So, basically, just set up a email workflow that focuses on this specific use case where it's like, if the email is coming from hey at, then send the response you want. And then if it's coming from the other addresses, it just it it skips it it skips that workflow. Does that make sense, Cam? I can like, I can show you real quick how to do that too if you, if it doesn't make sense off the bat. Oh, you got the your hand raised. Let me bring you up on stage. Cool. Yep. Okay. Sure. Yeah. Yeah. Yeah. Let me just let me just drop in there, and you can ask any questions as we go. So I'm gonna share my screen, jump over to intercom here real quick. I'll just go into, my regular setup here. So, basically yeah. If if, Roy or Alexi, if you have any feedback on that as well, different than what I'm saying, feel free to drop in the chat or whatever. The essentially, because you wanna just target the one specific email address, I would say, you know, put it on the when a customer sends a new message, when when a customer sends their first message here. If you wanna target every time they send an email to other address, then you can wanna put it on the when a customer sends any message, workflow, one of those two. So you create a new workflow. In this case, I think you can just create it from scratch and just say, you you wanna have to start, like we're talking about, you can say when a customer sends the first message. And then you just want to, target that email specifically. So when we get this up here, the audience, you wanna flip this to email, and then you wanna you wanna set you can either create an audience for this or we can create a filter for it. So if you create an audience for people sending the address, I don't know if you can. Let let me double check here. Let's see. If I go to custom, I should be able to tell you what we can do. So you want it to be probably users or leads in this case because anybody who sends an address. And then you wanna say, it should be email. It should be, like, from, I think we're looking at, from email. There we go. From email. Yeah. And then just say, hey. It's, yeah. Yeah. One second here. From email. From email is true. Wait a second. Hold on. Can I put the email address? Okay. Maybe I'm wrong on this. Let's see. One second. Email to that's what I want. Email to, not from email. Email to contains pay at if you want, or you can put the whole email address there. But that's email. Yeah. Yeah. That should be right, I think. What do you guys think, Roy? Does that that make sense? Like, email two is this, then you set that up, and then you create your your your message. Like, if you just wanna send them a default message, you can write the message back to them. You could also write the message to them and then also route it to the, you know, to the right location so that, like, their future messages go there, but you don't have to necessarily, like, make them go back and resend it. You know? So you could just say, hey. Just a heads up. You know? This, this message went to hey at, you should be sending to support at or something. Or you can just say, hey. This is a no reply address. You know, resend your message here. But, if you're already getting it, maybe you wanna route it somewhere. So you can just put your your message here to the client, and you can also if you're new to Intercom, you can also hover here and get the, it's not working. Alright. That that little icon, and you can get, like, the first name if you wanna insert it. You can say, like, hi, first name, and usually just click on this and type in something like there in case oh, I didn't want it. Sometimes that that happens to me. Do you guys have this happen, Roy? Like, I want this to I want this to work a little bit better in the future, but okay. There. I got it. So now it's like, hi there and then whatever you want. And so if if they if their name isn't in the system, it'll just say hi there, something like that. And if you wanna route it somewhere afterwards, then you can just do, like, a sign and then pick where you want it to go. So it it'll send them a message, but it'll still route where you want it to go. You know? Does that make sense? Yep. And, let me, yeah, let me just double check, see if Roy or anybody else has any feedback on that. Roy and, Alexi in the background, do you guys have any I don't see anything in the chat, so maybe they're all, yeah, yeah, domain condition. Yeah. You could do email domain too. That's what, some people are saying, like, the incoming. I think I think two email email two that I said, I think is the right one for that. But you can do it based on all kinds of different conditions. So it depends on what you're what you're saying there. So, so hey at I I would do it basically what I what I showed you there. And if you have any trouble, just let us know. Yep. Yeah. No problem. No problem. I'm hoping some other people got some questions in the chat in the meantime. Yes. It looks like we have a couple, another one here. Okay. Yeah. Roy also sent you to a a workflow builder, link there too so you could check it out. So we've got another one of our, regulars here with a question. Let's pop pop that up. If you wanna jump on stage and talk about this too, feel free to raise your hand. You know the drill. Okay. So hi, everyone. Fin is providing incorrect help center articles in replies likely due to our multiple products and partners. What's the best way to prevent this hallucination issue? Would one guide asking what is one guide asking what is the client organization maybe prevent this? What do you advise? Finish providing incorrect help center articles likely okay. That's the second duplicate. How can we advise? Yep. Okay. So I would say okay. Connie's asking about brands too. Yeah. So I would say the the thing here that I would suggest, it might be dependent on how what the incorrect answer is. Like, why is it an incorrect answer? So if you have a if you can jump on stage, raise your hand, we can talk about it. Or if you wanna drop in the chat, like, what kinds of issues are happening for you? Because this says multiple products, multiple partners. So is it like it's giving the wrong information to the wrong partner? And you asked in the guide about, like, the client organization. So yeah, I I mean, we've talked about this a bit before on here. Like, audiences would help a lot if you have, like, specific kinds of audiences. Let's say, like, partners versus direct customers or if it's, about specific products, these kind of this kind of thing, then you wanna identify what the person's looking for first so you can put in some clarification guidance to ask the quest ask the person a couple of clarifying questions like, hey. Is this, you said x y z. Is this this kind of is it this kind of product with the maybe you have three products with a similar name, but they're different purposes. I don't know. But if you can if you can give us more detail, then I can give you more insights on that. But, I'll give you a hypothetical, situation, I guess. Like, if somebody's contacting it, it's like you wanna tell a certain customer a different answer. Maybe they have their team has a different SLA with your company than the other team, and you wanna make sure that the their their right SLA is being used or the right information about the response time is being used, then I would set up an audience for that. So that that way, when the person sends an email, maybe email comes from a specific domain, then you're like, okay. If if it comes from this domain, then it's for that customer and it used this information, that kind of thing. Yeah. Alexi is saying something here in the chat about multi product org in the past and then create a different fin audiences for each product and then push the product data from back end as a CDA, such like a custom data attribute. So, yeah, I I think we're on this we're on the same page there. Like, attributes can help. Guidance can help too, but if you've got another data point that you can use versus guidance, it's better. Like, you could say in there, I have a client who who gets some specific emails from a specific organization, and when they do, the support phone number is different for that group. So, basically, we put in some guidance that said, if the support phone number I mean, if the, email address is this particular domain, don't give the regular phone number, give this phone number, you know. And that that's, like, some guidance that we put in for that. Later on, we actually made a procedure, you know, for this as well. So it's like a procedure picks it up based on that. Yeah. CDA is basically I think you're referring to the custom data attribute. Right, Alexi? So, just basically attributes. You know, add a custom attribute, and then use the custom attributes in the back end for the customers. So if essentially, what he's saying there is if you, have the widget on the site, pass information to the user profile that will help you identify them as x y z customer or as a specific tier. Let's say they're on the pro plan, you wanna give everybody the pro plan, the right information, make sure the pro plan is on their profile so that you can say pro customers get this information, you know, and and set them up as an audience, basically. So pro pro plan customers are on this particular audience, VIP customers are on this particular audience. Make sure the VIP customers get this information, pro customers get that information. Does that does that help, Diana? Yeah. Let let me know if that helps. We got good. Everybody else keep adding more questions, and I see a couple more popping up there. That's great. Maybe if you can just confirm, like, do you feel like that's clear? Do you have more questions, before we move on to the next one? Alexi is saying sorry for the jargon. I guess so. Yeah. Yeah. Exactly. It's kinda hard. Okay. So what are we saying? So okay. Let me let me let me share my screen for a second, and I'll give you a little bit more visual for that too. You know, do you know about audiences already? I think if you've been on here before, you've probably seen the audiences part. I'm trying to see if I have something with audiences already. I know I have some with audience, but I just don't know if I can show those. But I'm gonna see if this client has audiences because they give me permission to show their inbox. So, if I could be logged in. There we go. So the key thing with Fin or just in general audiences, there's a couple different ways. I know there's no technical difficulty. It just loaded funny, didn't it? Yeah. Okay. So if we go to the thin AI agent section That's not loading for some reason. It's very weird. Did you see that? Twice it, like, half loaded and then redirected. That was weird. Okay. So if we go to not workflow. Sorry. Settings. I feel like it's skipping around on me. Okay. We wanna go to wait. Is it gone? It must be in here. They must maybe they just moved it around on me. This is not this is not helpful. What am I looking for? Audiences. There it is. It's weird. It used to be on that other screen, but anyways so here's your audiences section. So you basically create a new audience, and you can use variables to create that audience. So you can basically say, you know, for the audience, you know, it could be as simple as, you know, being like, oh, first seen in the last, you know, less than thirty days. So you kinda like, oh, these are new these are new potential customers they've been seeing within the last thirty days. Or it could be as specific as, like, a very specific data point you have, you know, with them. Could be any any kind of data you bring in. Like, I'm just trying to see if this customer has anything that I could look at that's very specific. Anyways, like, you you'd see it as something like in your like a plan or whatever. This is probably not a good example, but I don't I can't show the other ones. Actually, I could do it here. Intercom. One second. Yeah. I think you get the idea, but I wanna show you an example. So I'm just trying to find something that would be more better example for you. So here if we go here, I think I have some stuff set up with inbox to action that would work for you for this example. Great. I got a prepaid card that sometimes doesn't charge correctly. It's fine. Whatever. I don't have a PIN set up on here, so that doesn't actually help me to to see there. Sorry, guys. I'm jumping around from place to place. I don't have a good place to show you this feature, that's in action. So I guess I'll just have to create this scenario instead. That is super interesting how they moved the they moved this functionality to a different screen, and I didn't see it until just now. Okay. Okay. So audiences here okay. Here's here's an example. So I have one set up as importers. You basically, message containing the word importing, and now I'm bringing that I'm bringing that into, audience for importers or something. That's it's a very simple example, but if any data you're passing on the profile so if you go to the if you go to the profile level and you look at the data you're passing on the user profile, any of that can be used as part of your filter, essentially. So on this on this right sidebar, anything you're bringing in as conversation attributes, which is what Alexi was talking about. Anything you've got here that you're bringing in, you can actually use it as an audience filter. So, hopefully, you're bringing in that kind of data. If not, you wanna bring it in one way or the other. And then you can then you can, manage routing. You can set up your guidance that way. So, in your guidance here, for example, you can create new guidance. This is context clarification. I like clarification guidance. There's a bunch of pre prebuilt templates for clarification. If you wanna clarify what product is they're talking about or something like this, but you also have the ability when you put these, like, different pieces of content in for the guidance, you have the ability to target it to an audience. So you can say, oh, like, this if it's an importer, say this to them. You know? If it's something else, say that to them. So you have more control over it, and you can also do the same thing. I wanna kill this. You can also do the same thing in the knowledge sources area. So you can actually you can actually decide, which pieces of content are available to the audience. So, when you when you do this down here, you can see here you've got, help center audience. And I'm not on edit mode. One sec. On help center audience, and you can actually choose between oh, okay. Okay. I don't have I don't have audience targeting turned on in the help center settings, but you can turn on the help center audiences, and then you also have the knowledge sources where you can decide, where this this content, who this content is for. So you get to choose the audiences for this as well. Right? Change fin audience. So you can pick the audience here. I can say this is only for importers, and now only import this content will only be used for importers. It's kind of a rough overview. I apologize. I hit a couple of roadblocks there that might have made even more confusing. But did that help a little bit more for, understanding what to do? Yeah. Did you did I don't know. You're very welcome. You're very welcome. Yeah. The audience for content, yeah, is definitely doable. Hey. Roy's there too. Hey, Roy. Hi there, Sean from my side. I just want to add one more step here. So if you're, Yep. like, filtering the and giving the correct attributes to intercom, I mean, that if you're defining your partners and other users inside your platform, then you can give always Pin, like, good instructions about, like, hey. You need to first check if the user represents. the following attribute. And after that, only, like, giving the hard confirmation on the header side once you're writing the procedures at least. Then Pinwheel understood that. And you can also use general guidance also for that from my like, giving one by one to all the articles and change them based on the, like, your authorized users that will restrict access to the following article for, like, visitors. Like, if your partner visiting your help center and they still need to see the articles at the visitor site, they will have a like, their access will be restricted on that case. But if you give the PIN hard confirmation on where to use the following articles, and if you are giving the intercom, like, partners on other information, then we this will allow Fintura understood your content more clearly. And that's, I think, also a good one because you are not restricting some kind of article. You are just guiding your age agent what to do with the content. Yeah. Yep. Yeah. Yeah. The content content clarification, section in in guidance could be, you know, is is part of that. And I think also, like you're saying, Roy, like, the more data you have on that sidebar, the more you can the more you can do like like, the more you give thin hands into anything, like, more insight into information, more hands into those space so we can look it up. And, the other thing I was gonna say too is a clarification. If you if one one of the things you can do is clarify that one thing you saw there, clarify brief messages. Well, I I even have a procedure for one of our clients because they need all this information before the the the support team can help. And so it goes through and it collects it. Like, if you don't have this information, get that. If you don't have that information, get that. If you've already got this information, skip those steps, you know, that kind of thing. And so if you're trying to get more information to figure that out but in my opinion, one of the biggest mistakes teams make is not getting enough information passed automatically because, like, if if that person's logged into your site and they you know them, they're a customer, and they open the they open the chat, you should already know, like, what company they're from, you know, what their plan they're on, you know, all that stuff so you don't have to ask them any of those questions. And then then all your workflows work so much better because it's like you know everything about the person already. Like, you know what you know what their, you know, you almost know their intention because you know what pages are on and all that kind of stuff. But if you don't have that stuff, then that's where you gotta do a lot of more clarification. And it's definitely doable in in fin, so it it works. But it's also tedious for the customer to have to answer those questions if you already know that. If they're already on your site, they're already logged in. Get your team to pass as much data as you can in the back end onto the profile because then even if you don't think you need it, in the future, it'll come it'll become super useful. Right? So you can even like, things like last payment, you know, last time last payment they made or, like, failed payment status, things like that. That could all be on the profile, and then, you you know, it's like, oh, I can see that you tried to make this payment, you know, and this is why it failed. And then you don't have to, like, go get somebody to ask answer that question. It's already in there in the data or whatever. So, but, yeah, let us know how that goes. I'm I'm glad it was helpful. Thanks, Roy, for your extra extra con contribution. And, just to, like, give. you a bit more clarification on that, if you are, Yep. like if you, in the system, have a different users, like the partners, like the VIP customers, and you just want to show them FIN differently and you just want to guide FIN which article needs to pass to following segments, you always can do this by prompting. The restriction. side also is a good one, but if you restrict them imagine, once the visitor came to your knowledge base, they will simply not find the following articles. So if your partner. came from the other side of the like, not to authorize on your system and simply pings the help center, they could not actually find the article. But if you guide the thing that before actually pinging the like, thing needs to be somehow. teach. You know? If you teach the thing. that we have a different kind of partners, we have a, like, VIP users, you need to teach the AI agent. And after you teach them, they will simply understood all the all the differences here. That's what my point. also. Yeah. That makes sense. Yeah. The you you brought up something there interesting too that I think a lot of people don't know. Like, all these things we're talking about, you can also use them in a in a in a variety of different ways. And so now that we're talking about, I'm just I'm just thinking about, like, the views section. I don't know if anybody's, like, I'm sure Roy and Alexi, you've used these a lot. But the views section, you can create views based on all the data points and filter, you know, information which is also helpful. Like, if you wanted to create an inbox for just a certain partner, for example, or just for VIPs or just for whatever, you can you can build that based on all the same kind of data points that you have on the on the like, not necessarily every single conversational thing, but, like, certain types of variables you can use to, like, then create a view so you can see that on the on the sidebar. And, so so go keep those in mind too when you're when you're thinking about it. Like, what kind of data would you need to split those into views that would be helpful to you? Make sure you're getting that information on the sidebar. But if you wanted to create, like, hey, partner requests are more important and for some reason than everybody else's request, you could create, you know, partner team, for example. But you could also just create a view that says, like, if the person has partner on their profile and they make a request, you know, put it in this view or and and and sometimes, like, if people aren't paying for the SLA features, for example, you you can make, like, an SLA type view where you where you say, like, it's come in something's come in recently in, you know, in the last x amount of time and it's by, you know, important customers and, you know, show it in this view so you can kinda see it. So there's different ways you can use these these attributes beyond just, you know, real workflows and stuff like that. So just just thinking about that as well at the same time. So, yeah, let's jump to another question. I think I also saw something I don't know if this is in the in the q and a part. Let's see if it is or not. Okay. Yeah. Connie's thing is here too. So, Connie, let's let's let's go to two of your questions there. One, I wanted to see you said what about brands? What about brands since you can set the reply address? So you were actually trying to help out, I think. Right? You're trying to help, one of the other people that was thinking about the domain. Is that is that what you're referring to? Was or is this something for your own your own needs there? Yeah. Yeah. Exactly. So yeah. So if if it's different brands, you could use the brand functionality. But if the pay at and the support app were, like, the same brand but just different, you know, email addresses, then I think the domain or the email too thing that we're talking about makes sense. But it it's a good point to bring out, Connie, that, like, if you have multiple brands in the same workspace, you can use brand as a targeting thing for audiences. And, it does work quite well. Like, we have a I have a customer who has two brands in the same workspace, and we can exclusively make sure that, like, the messages going back are related to the brand, that they're they're they're talking to. So, cool. So we'll leave that one, and we'll come to your other question here, which is what's the best way to handle logins? The brands, I. will provide one more topic that emails Yep. most all are, like, mistakenly mistakenly do it, like, resetting up this. So they are mostly looking to set up this in their workflow. So instead, they. need to go to a brand settings, and they can select the default email address from the brand settings and not from the workflows. Like, if you are planning to split the email reply for different customers, you have to not do that in the workflow. You have to do this inside the brand settings, and you can also, like, ping the domain section in the settings. So most of the like, don't do the following mistake, okay, from my side. Just I So, like so, basically, you're saying I'm just gonna jump to that section for since we're talking about brands for a second. Basically, you're saying over here, in the email settings, Then you have to go to a brands. First, go to a brands. It's much easier in the brands. So so you can simply define the, But you're you're not. talking about you're not. talking about you. Say it again? Branch? Go to brands. Yep. Branch. So, I see what you're saying. that. it's. Yep. in the email and once you choose the any brands you have, but you don't have right now. Yeah. Then scroll down, and. you can choose the default address from there. So that's the address. which will be which the workflows will be triggered, and all the stuff will be happening from there. So you have to write and. define the email address from there. That's the point. Always I also. do the same mistakes. I I always think that in the workflows, I can simply select the email address, and this email address will send the letter. So that not works like that way. No. No. You're you're right, though. Like, the brands the brands are different. You gotta you gotta look at the if the brand isn't set up correctly, then you can't do what you wanna do. You gotta you gotta set the brand up correctly first, and then you can do that. And you can, like, rename Fin, and you can set certain addresses for certain things. Also, if you're having trouble with that, like, you have to you have to get your you have to get your email address set up correctly and verified before you can even turn on fin, on e on email as well. So that's another another step. Yeah. That just to keep that in mind. Like, if you if you you gotta get your oh, wait. I'm on the wrong screen. You gotta get your email address set up here, and then they're verified. And then once they're verified, then you can use them for fin. But they have to be set up automatically and configured a very specific way for fin. But, the system walks you through how to do that because you you should be using, like, the the inbound address. Like, reply from the inbound address is usually the best way to, like, have things set up, but it it walks you through that stuff. So, cool. Let's, let's jump what was it? To your other question, Connie. Sorry. Let me go back to that. Okay. So what's the best way to handle logins once you are in fin and need the user to log in? For example, new membership, we do not need them to log in, but for existing members, we want them to log in to confirm they're really an existing member. Nobody knows their login ID, so we can't ask for it. Ah, okay. Okay. This might mean this might need a hand raise and come on stage sort of scenario to talk about it a bit more. But I've had a customer with this same issue recently, so I can I can address it in a few different ways? But, yeah, let me bring you on stage and you talk a little bit more about it. So okay. You're yep. Hello. There we go. Hey, guys. Yeah. Tell us a little bit more. So so you basically have a situation where maybe people aren't logged in, but they're saying they're just in customers or something like this. Correct. And then. mhmm. Okay. Okay. So I I have a customer. right now, we have a lot of things on the outbound message that gate it and say, hey. You have to log in. Okay. But we're. coming up with a new flow that we wanna bring in new, you know, membership and a couple of their actions. And so we wanna make that, and I'm using procedures for most of that. And. I know you can't. pause, wait, hold. You know? Yep. Yep. Okay. So, I mean, one of the things that I would do is I would try to look at is there a possibility of setting up your email campaigns in a way where the person can get logged in or, like, stays logged in, you know, with your systems or whatever. But if you can't do that, then the the the next step is I did I did set up a workflow where if somebody loads the site and they're not logged in, say, hey, we just need you log in real quick first before we, you know, before we continue or something like that. And with this particular client, we ran into a situation where they had, like, 90,000 users I mean, 90,000 leads, and the system wasn't set up correctly to recognize when someone logged in. So there was actually seven there's only seven users, which was just the team. So it was like it was a really bad situation where we couldn't even target users because of it. So we set up a workflow. Basically, when they try to send when they try to send a message, if they said, I'm an existing customer, we'd say, oh, you know, we haven't seen you in a while. Just log in first and then we can continue the conversation. And then after they logged in, we had a workflow that would pop up and say, great. Like, let's continue or something like that. Mhmm. I don't know if that would make sense in your context, but if you have a lot of emails that are going to, a logged in view, it might be good to look at, like, can you, one, like, keep that cookie and and, like, have a re remember your login so that they once they logged in once, you maybe don't see that a lot of times. Like, I don't know what, like, I don't know what scenario you would have where you the user wouldn't be logged in all the time. But, In in this situation, they're actually on a website, okay. but they're. logging in to our application products. And so. they could be on the website, you know, and we don't have them log in to the website. But they could, Oh, okay. you know what we're trying to get is their login for the actual products themselves. Okay. Okay. And you have and you have their login on. the back end, though. Right? Like, you know what their login ID is on on your side. The challenges, when they're coming on the website is sometimes the log is tied to multiple emails, and so there's, you know, Okay. a more complexity to it there. So that's why. I'm trying to figure out So do you have, they, one login per company and then multiple email addresses? Like, use that same. login? Yeah. Yeah. Well, Yeah. no. Okay. It's the same person, but they could have their business email. They could have their personal email depending on what. if they're coming in, Okay. based upon the company they work for. The complexity of, you know, our organization is they could be working for the foundation on behalf of a company that has a membership, or they. could be an individual contributor. So it's we got the b two b, b two c playing together in multiple. variations. Yep. Yep. Yep. Yeah. I mean, there's there's a couple different things. I mean, obviously, there's different machines. Like, this is the the thing that we would look at. Like, oh, so if they're logging in on different, like, I oh, I'm answering your email. I'm looking at your email from my phone. Now I click on it. I'm not logged in on the phone, and now I gotta log in, right, in order to be able to to see the content. If I log in on the same computer, like, hopefully, I'm already logged in. But if I am on a new computer, now I'm not logged in. But, like, theoretically, we should be able to connect those dots. Like, the only thing would be a problem is if they put a different email address in. That would be one of the problems because he wouldn't be able to tell us that user. But, but I wonder if it's not possible to the the URLs that you're sending out, like, making sure that those identify the user so when they click on it, it sort of identifies who it is when it's when it's opening. Right? Like, I'd have to look at I mean, that might be a deeper conversation, maybe something that we can post in the community, Yeah. and then we, could try to help further. can listen. But right. You are you mentioned a very good point there. So hi there, first of all. Sorry. I so if, like, if I get you a call like like, correctly, you are planning to authorize users once you are sending the email addresses. So once they click on email, you want to display. and, like, fill recognize them as authorized users. Am I getting your point correctly here? They're in the chatbot, and then they're asking a question. So we're not asking them for their email at that point. They're just. the user saying, hey. I I have an existing billing question. Okay. And how about, we want to, then go to the UTM inside the product? So in UTM codes is, like, customer tracking code. So once you are building email but, trust me. There's a, like, three two different topic. Like, one is that you building like, once the user authorized on your system, then they see the authorized users, and you can answer. their more deep questions. But that requires hardcore authorization. Like, user true needs to look like, write their email addresses, their password. After that, your support can handle their queries. But if you just want to authorize them as a users and identify which user is, like, responding to that query, you can simply do that by UTM text. So once you are building this inside your email templates, you can always define UTM and always define the source. And if you you can define source and customer email, like, customer address. So every customer gets the different link. And once they click on them and they open the feed, your support will know the which which customer they're, like, talking to. That's for sure. But in an, like, more, like, technical queries, we if your support will try to answer more deep questions, they, for sure, need to authorize in your system. Otherwise, it's like, bank sends you a link. You are just simply click on that link. They are answering simple questions. They know who's the customer. But if they want to, like, more asking the how much money on your balance or ask some kind of very personal questions, they personally need to authorize. Like, you have to if you build this flow, you have to understood which when the customer makes the full authorization in your in your system and when when they just simply click on your email and just simply talk to your customers. Like, is is everything understandable right now? Like, am I Yeah. am I explaining this correctly? I think a lot of you are focusing on the email side, but I'm I'm looking at it from the website. And. so. Yeah. Yeah. It's on any side. Like, if you want to display on the like, you can use UTM on every side. Like, you can use the UTM tracking. And once they click on a message, they're they then your support will know the customer, but each still not show as the authorized users. Because if, they will see as the authorized users, there is more, like, security problems as well. And also keep in mind that Intercom is a messenger platform. You are sending. data. to Intercom. If your technical team will handle the, like, increasing the session time in your product, it means that once we are opening the Gmail, once we're not even logged out from Gmail, it's will automatically always locks locks automatically us in here. Am I right? So if you want to build the following structure and if your product actually is capable because in the banking and in the gambling industry, once the user is inactive in two minutes, so all the platforms simply, like, ends their session. So if you are more prepared to increase the session, that also can be done technically. You can increase. in your product, Alright. like, Hold hold. session as well. Yeah. Just hold on one sec. Okay. So I think I think I understand. So the your your concern more is about once they've reached once they're in the chat already having this conversation. Right? Like, how do you how do you now identify them? Right? Like, how do you make sure that they're the person that that that you that you you. have them verified from the from the intercom perspective. We can't use a lot of workflows and features until they're verified, like, until we know that's the user because those things don't those those those things won't fire for a lead or for a visitor. The you could what you could probably do is use a re reusable workflow in an in a macro maybe. Just to say, like, once you identify the customer and you don't know I mean, you identify they wanna do something customer, like, active action and you don't know who they are, you could potentially send them a reusable workflow that just gives them a link that says, click your login, and then, on the other side. But you're saying they don't know their login ID, and that might be, like, they just don't know which email address it's under, or is it or they need a login ID, like a specific username or something for you. No. I mean, we have it set up to our MCP, but we can't. ask them, hey. Just give me the login ID. Right. Right. Right. That. that's the challenge. So. So the login ID but you can look up the login ID for them, right, if they put their email address in? Like, you could you could theoretically look it up. Right? But they have multiple emails. So. Okay. Okay. And. how about, It's, like link the login ID and UTM code? yeah. Like, if you'll link them once you are sending one email, Roy. address, Just can always you one second, Roy. One second. I'm trying to work through something here. One sec. So you have multi they might have multiple email IDs. So the ultimate thing for you like, a lot of companies, what they'll do is they'll send an OTP to the person. They put their email address in, like, forgot my password, sends something to them in the email, and then you can use that. Like, you can get that code from them, and then you can use it. You don't have anything like that right now, like OTP. But if they were to give you the login ID, that would solve the problem. Right? Right. But that's the challenge is they're. usually unable to get, yeah, they're unable that. to give it to you. But if they but if but you and you don't have a tool where they can put their email address and then get that login ID back right now. Right? Not that I'm aware of. I'd have to go. check. Okay. Yeah. Okay. Because that the the the reason why I'm asking is because I'm just going. through a few different scenarios that. what we've done before in the past. Like, one of our customers has this. Like, oh, I don't know my account login information. Okay. Go. here and then get your log retrieve your login account information. Right? And then they they can fire through the different email addresses they have until they get it. Like, oh, yeah. Okay. We found your account. You know, we're. sending you an email with your with your ID or whatever. So, what you could do potentially is use a data connector. If your team can give you, like, an endpoint to your system, use a thin data connector to let them put their email address and look up their ID, you know, for it. And then just say, oh, I found it. It's we sent a notification to your inbox your email with your login ID or something. So build yourself a little bit of, like, a login login ID search function or something for that can be in the chat, and then that can solve that could potentially solve the problem. But but if you need them to log like, that's a big thing. You need them to log in, but. you need you need to facilitate them getting their login. Right? And that's that's that's sometimes a little bit annoying. Like, what Roy was saying, I think, is going back one step earlier. If they're on the website because they clicked on an email, you might be able to pass enough, like, you might even be able to pass that login ID in the URL so that it automatically populates it so you already know it, or you already know which user it is. So even if they don't tell you or even if they're not logged in, you'll know that, hey, it's more than likely this person because they clicked on this particular link, and that's how they got here today. And so that that's one other measure you could step back a little bit further and say, maybe we can get that information by letting them click that link and then passing that in and then at least know that. And I'll say, oh, I see your login ID here. Even though you, you know, is your login ID this? And then, you know or you could look up their login ID to see if it matches with the name they're giving you or the or the the phone number and say, okay. Here's the here's your login ID. Log in and then we can get to those side or something. You know? But the private but how if you but if. you were in a procedure, once we get to say, hey. We we solved. that part. We we send. them out to do the login, Yep. then, obviously, the procedure is not gonna wait. So do we then have to just have them come back through with the new questions saying, hey. I now have my login and handle that in a different flow. No. We're not using could trying not to use the workflows partly for you could use I think you could potentially use a sub procedure to run that that activity and then get and then come back to the original procedure. We're we have a, like, Diana put a link in the chat to an upcoming procedures, yeah. office hours. So maybe also join. that. We could talk to the actual engineering team behind procedures about about this option. But we were talking. about it this week with them. Like, I think you can run a sub procedure and then and then also then fire back to the original procedure or continue on at that next stage, without a problem. But you just need to get them to do that activity. The other thing you could do is say, you they would kind of enter back into the top of that procedure if you if you set it up in a way where it's like, if the person logs in, So know, bring. them to this new this new version of procedure that skips those other steps and starts where they've logged in or something. You know? Yeah. We could we could we could talk about it some more. Okay. Thank you. So one more one. I think. Once your customers will log in into our system, the previous conversation automatically match the authorized conversation. So once they started as a visitor, the conversation always moves to Intercom as a logged in user. So this conversation will move to their profile, and you can also trigger existing conversation and everything flow to, like, ask the user if you if they logged in, and then you can always assign different, like, flows or even start the procedures after that as well. So if the conversation after. after authorization will simply move from visitors to after right users profiles, this means that everything's worked perfectly, and you can always use same conversation and not don't ask actually a customer to start a new conversation. Because that's boring. Yeah. You know? Asking the customer, like, starting a new conversation, open a new conversation, that's not the best option. Yeah. Yeah. The the it shouldn't be it shouldn't even need a new conversation, like you're saying. I think the bigger thing that that Connie is looking for here is just, like, how do we how do we keep them in that procedure flow after logging in. Right? Like, you want you want that to be a smooth transition. And and I also am like you, Connie. I don't like using workflows. If I can if I can avoid a workflow, I will do I will do it at any at any cost. You know? Well, and it goes back to the previous I mean, some of the stuff we're in here is because of the escalation rules, and I did go back and investigate. And the setting up a test user wasn't an option because the FIN attributes aren't on users. And so, you know, you can't just go look at setting an attribute like that on a user is basically what I found out. What I'm gonna. try. to do is probably come up with just another procedure flow that'll do a handoff for. these conditions. And but even. during that handoff, you know, to the old flow, it's like they have to log in. And so. Yeah. Yeah. it still. is it's still either way, and so I may. I'm I'm trying want, to avoid, if you the rebuild. yeah. If you go if you go to my profile in the, in the Intercom community, if you want book a time on my calendar, we can maybe look at this. directly because I'm very curious about what you're looking at there and see if I can help. So, Thank you. John, Okay. tell me yeah. No. No problem. No problem. Actually, I'll I'll drop in the chat here because, like, Good. sending you to go find it is also like like like, Roy said. It's like saying, go go open another chat with me somewhere else. It's like it's so annoying to say that. I just want I didn't wanna, like, shamelessly promote myself here, but I'm gonna put it in the chat just to make it easier for you to to get on there. So if you if you use this link, just book a call with me and we can, like, look at it because I because we can't see the actual stuff. It's hard, and I don't think you wanna put that on the screen here. So. Okay. we can we'll take a look at that. And then John John raised his hand, and I wanted to see I don't know if if John is another customer or somebody from the team that might have some insights on this. So I'm just letting John jump in. Let's. see let's hear me? what Hi. Can you hear me now? Yeah. We got you. Okay. Perfect. No. I'm not a I'm not a someone from the team. I'm a customer. Yeah. And. I'm actually a customer, a very new customer, so. I have a very rookie question. Okay. We just, starting moving to Intercom, like, a couple days ago, like like, Friday last week. So my idea for setting up everything from scratch so we we've had, like, a mix of CRMs. We have, like, three three CRMs happening at the same time. It was really messy, like, some like, managing several inboxes. Now what I wanna do is have all this happen in air comm. So I've connected I've linked the emails already, and my idea was to have these, set some workflows so that it they can go to several team inboxes. And then once the team inboxes are are organized, then I can set some of these team inboxes to be replied by AI because I don't wanna start replying by AI because, first of all, I haven't have the time yet to set up all the background, information that the AI needs. And I first [Transcript truncated]