Name: Community Meetup Office Hours
Uploaded: 2025-12-15T17:30:05.260Z
Duration: 1 h 28 min 28 s
Description: Community Meetup Office Hours

Transcript for "Community Meetup Office Hours": What's up, Intercom community? How's it going? It's, I'm I'm Nathan if you haven't met me before. One of the top experts in the Intercom community. And, we're here for exactly what you know because you you read about it. We're here to answer your questions. So, we don't have an agenda. We don't have any pitches. We don't have any updates to give you. I mean, I can do that too, but we're here to answer your questions. So, most important thing today, what are your questions? Drop drop them in the chat, but, I mean, in the q and a, ideally. But, yeah, let us know in the chat. Where are you coming in from? What part of the world are you in? If you wanna share anything about yourself, do that. I apologize for this reflection off of my glasses, but, it's it's part of part of life. And, yeah, we've got a lot of good questions last week, and we went we went deep with people. The week before, we had a lot of questions. We couldn't go so deep because there's just so many questions. This week, last week, we we were able to dig in more and and take more time and get to the bottom of your questions. So I'm looking forward to seeing what you have. I know I know there's some people there. You may be just getting settled in. I got one question already. Okay. Great. Paul, if I pronounce your name wrong, just correct me. I apologize. Talk to us about the Intercom app, specifically how to make it work for us. Currently, how have how sorry. How we have the view setup is oh, wait. I forgot. I gotta pin this to the one second. Let me pin it to the screen. I just got too excited and started answering the question without pinning it over there. Give me one second. Ah, perfect. Thanks. Somebody help me out. Okay. Yeah. So talk to us about the intercom app, specifically how to make it work for us. Currently, how we have the view setup is unusable. Yeah. That's not helpful. I think there are some settings one has to make to improve the experience on the app itself. Yep. That's a that's a great question. So tell me a little bit about, your setup. You can feel free to drop that in the chat part of this the section. Like, what what kinds of things do you wanna see that you're not able to see? So, like, there is a view section down to the left hand side. There's also the teams. I don't know if you're using team inboxes, but a lot a lot of teams that I work with, we use team inboxes to help separate things out, make it a lot more usable. And we also use views a lot of times to to set things up. So you can you can go in and you can create a view that's based on some filters, and so you can see exactly what you want in the different sections. So I don't know, Paola. If you're here, do you wanna jump on stage, and, you know, either just on audio or on video and and talk to us about it? That would be amazing. I'm happy to invite you up. If you if you wanna do that, just raise find the raise your hand thing. And then from raising your hand, I can go ahead and bring you up on stage. If you don't want to, just drop some stuff in the chat, and I'll try to answer from there. Not ready. Well, Well, you don't have to go on camera if you wanna just, like, talk with me. It's nonchalant. You don't have to worry about having all the right things to say or anything, but that's up to you if you wanna just chat. So just chat with me if you want in the chat, and we'll get it figured out from there. And, everybody else drop some more questions in the in the q and a area, so we can see, what you got. Do you have more clarity on that, Paula? If you want, I can share my screen too and and show a couple things, as well. Oh, all that already helps? Okay. Great. Cool. If you can, let me just unpin this question. And if you want, I can just dig into a little bit of that with screen sharing since we were waiting for some more questions to load. Yeah. You I I don't know if you need to be at admin to do other stuff that we're talking about here. So let me just share my screen real quick. Actually, this just reminds me. I wanna make sure my account, my MacBook is on do not disturb so that I don't get a bunch of messages. Yeah. Okay. Perfect. So I don't get messages popping up on the screen. Okay. So, yeah, everybody else who's just been quiet there, feel free to drop some more questions in the in the chat. So I'm gonna go to let me see here. I'll pick my, inbox to action in workspace. Actually, no. I don't think I have any teams set up in inbox to action, but I can show you the view user anyways. So if you go into the inbox here, you should have access to this, I think, even if you're not in admin. So take a look. I wish there's a way to kinda close that middle section, instead of showing all the content here. Oh, there. Goo Google Workspace is fine. So on this left hand sidebar, see here that I have feature requests and bugs listed. So if I click on this, it'll actually filter it down to just those conversations or those tickets, related to that, those features. And if you go into the edit, feature, you basically just set up some filters on this to show, like, to show what you want. So ticket type bug in this case is what I'm using. But if we wanted to create a new one, you could just hover over, click the plus sign, and then go to oops. Go to create new, and then you can use any filters you want. So these can anything here is is, fair game to, like, create your filters. So it could be anything from, like, a attribute that you have, to, like, something thin is detected, to, you know, categories, you know, workspaces, priority. Anything you want, you can create a filter that will filter that information out and have it available to you. Did I just say, like, a Canadian out? That sounds like a a boot. I apologize. So, yeah, that's one way to do it. And the other way to do it would be team inboxes. And maybe I can just pop over to the Jukebox team to show you because I've got permission to use their use their, in workspace on screen. So, let me just pull into the inbox here so I can show you a little bit about that. I'm trying to also just realized that I have two logins for them. This one over here is gonna give me more, visibility. So, yeah, if you're looking at the screen now, take a look at the team inboxes down the left side here. I gotta expand that out again. Let me just try to get to, like, some all state where you yeah. I gotta find a way to hide that section of my screen so that it's not really, like, exposed. But you can see here team inboxes. We have stuff set up like urgent VIP, live chat, email, quote requests. Like so each one of these kind of is configured to, like, send the right stuff to those folders, using workflows and other things so that it's very easy to get to the things. And, you know, as you can imagine, urgent, the team if the team's there and they're working on something, of course, they're gonna jump into the urgent box quick if they see that there's something in there and then review. You can even assign certain people those boxes, and alert them. And so that's another way that I think you could break it down without having to just say, oh my god. Like, all this stuff in the inbox, how do I handle all this stuff in the inbox? Right? Yeah. Hopefully, that's that's helpful. Let me go back to not sharing my screen in a second here. Okay. One sec. Stop sharing. Okay. Yeah. Is any of that helpful? I'm gonna catch up on the chat now that I couldn't see it before. Table view can help too if you're struggling with chat overview. Ah, yeah. There you go. Table view. I've actually never used table view, so that's really interesting, conversation to have, if you wanna check it. Oh, I'm glad that was helpful, Paula. And, Brenda, thanks for, chiming in. I'm gonna actually try table view a little bit myself because I actually really have never used it, but maybe that's because I'm not a spreadsheet person. I really do not like spreadsheets. So but, yeah, I love that. I love that idea. Okay. So we got some more question at least one more here. Paola, anything else also before I jump off of that? But I got the next question up already. Thanks. Backstage team, I appreciate you. Was yeah. Good to go? Okay. Great. Okay. So there's another question. Oh, good. We got a number of questions popping up here. So let's go with Selena. I'm curious to know if people use more than one workflow depending on channels, or have you found ways to use one master customer facing workflow? My issue is I love the reply buttons of the messenger. W f. We use these more than Finn currently. W f. I'm like, maybe I'm, the messenger workflow maybe you're saying. I'm sorry. I'm, like, trying to catch up on what w f means. But we can't have these over email. So we've needed to have a web messenger based workflow as well as a workflow for over email. We're looking to consolidate, but I'm not sure the best way that's the best way to go about this. Curious to see how others have gone about this and curious to know what level of FIN involvement people are using as well. Yeah. Workflow. Okay. Cool. Yeah. The workflow is probably fine. It's shortened. It's just in the in the cap when it was capitalized, it kinda threw me out for a second. Like, I was like, am I missing something? Is this Webflow? Is this something else? Like, I don't know. Yeah. Good question. Good question. So there's one challenge with, like, having email and and Messenger in the same, workflow is that you you do lose some features when you add email to the same workflow as everything else, and they may or may not be important to you. So you'll probably see that when you add messenger or when you add email. It'll say, like, it'll say, like, hey. You know, when you're adding email, keep in mind that that changes how some things work or something. I I mostly, with my clients, keep email and and other channels separate. So I I do like multichannel or omnichannel stuff, but, usually, I'll do most of the omnichannel in one and then email in a separate one. I don't know if that's necessary, but for me, I just like it. Based on the experience I have with most of my clients, they love to put everything all in one big massive workflow, and it makes sense in a lot of cases. So, you know, if you wanna pull everything together, but I think email keeping email separate does make sense, in a lot of ways, partially for what you mentioned because buttons and stuff like that don't work in email, but also because email is just a different animal than than most of the Messenger and other channels. So, let me see. Did I address most of what you're talking about here? You're if you're here, Selena yeah. You're there. Sorry. Let me know if you have anything else that I missed there. The reply buttons in Messenger are good. We we use buttons a lot as well, sometimes, but I personally like to get away from buttons. But the only problem is then, just like you mentioned, you know, your fin based costs go up, and sometimes people like to keep the buttons there to sort of reduce that cost sometimes, by, you know, having these workflows, like, sort of work with just buttons. But from a customer perspective, in my opinion and based on the work on I've done with a lot of teams, not like, buttons can sometimes be too restrictive. So I always suggest, like, having buttons and then also having a open an open Messenger chat, like, so that someone can put a message in if they want to or they can use the buttons, because when you just put buttons, people get locked in. And if you haven't thought it through the way they think it through, then sometimes it's just tedious and annoying to try to figure out which button to click and which way to go. You know? So, that's how I feel about, buttons, both as a customer because I I'm, like, first and foremost, I'm a customer of Intercom. Like, I use it on so many websites. That's how I got so familiar with it and why I ended up rolling it out for one of the startups that I worked at. And then second of all, you know, as a as a consultant, you know, helping other people, an expert, you know, helping other people with intercom, I do think it is good to leave an opening for someone to put a chat message in and then let Fin answer because it's so it's so much easier just to say what your problem is and have a response instead of having to go like, which of these buttons and channels is the right one? And then you click and you get down a few ways, and you're like, oh, no. I went the wrong way. And how do I get back? You know? Like, or always having some sort of something else or other section is is also useful as you get through the subcategories if that if that helps. So Selena is saying, this is helpful. Thank you. Makes me feel better. No. I'm not just being dramatic about needing to separate one for you, though. No. You're not being dramatic. Scene scene scene drama, as they say, you know, here in, in, Paraguay and Spanish speaking countries, I guess, in general. The wow. There's a lot of cool chats here, and I'm trying to figure out if I need to look at the chat or look at the q and a. Okay. We got lots of q and a too. So let me let me just scroll up on the chat and see what I'm missing. Selena, can we do is there more okay. That's a good point. We just need that's a good point. We just need to make sure Finn is on it with all of the topics before allowing this. Finn currently is involved in about 25% of our conversations. Okay. Cool. Yeah. I mean, definitely making sure Finn can handle everything is is an important one, you know, for sure. And I think, like, you also learn, like, this is me. Maybe I'm just one of those people that likes to just throw it out there and, like, you know, learn as you go. But I also think there's a benefit to, like, turning Fin on and seeing what people are asking and understanding what you're missing because, because some of those workflows, and things happen. But, also, you don't necessarily want Finn to go, I don't have the answer for that. I don't have the answer. Let me let me ask the team, you know, or whatever. So finding some level of baseline where you feel comfortable and then and then rolling it out, is good. So, yeah, good luck with that. And, you know, involvement level, I think that's an interesting question. Maybe other people wanna drop in the chat if they have, like, some indication of what their involvement level is. Feel free to put something in the chat. Some people are private about that. Like, I don't want you to know what my involvement level is or, you know, my my resolution rate is, and other people are more open about it because they wanna learn from each other. So if you wanna drop it in the chat, I've got a range of, like, involvement rates, you know, with different clients, and I think some of it is actually because we're trying to reduce involvement. You know, no disrespect to the intercom team who, you know, obviously, like, benefits from more resolutions. We all do. But, like, the sometimes people wanna reduce that amount of one dollar charges, and they wanna save it for the most high r ROI activities. And so, you know, we reduce the involvement rate intentionally. And then other times, we're trying to get to 98, a 100% involvement rate because we want everything to be handled by then. It just depends on the team's goals and needs and, you know, budgets and stuff like that. So, yeah, let me scroll up again. So there used to be reply buttons in email from Finn. Like, that helped, but found people answered sending emails instead of, clicking the buttons in the email. Yeah. You're you're absolutely right. I think, like, the Intercom team tested this thoroughly, and the feedback from their side was, like, conversational works better both in the Messenger and in the chat I mean, Messenger and in the email because, you know, that helped. Clicking buttons takes you out of the feeling that you're having a conversation, and then it it becomes less conversational and more about the buttons. And so I think that you can see that they've reduced that for the same reason. You know? Grace, thanks for sharing your involvement rate. I like this. 60% involvement rate. Yeah. Yeah. We'll definitely get into that. Diane is asking. So Dan Dan is backstage asking some questions too. But, yeah, we'll get into, how to improve involvement rate and resolution rate. Let's definitely talk about that. Yeah. Yeah. And to me, to be honest, like, I love increasing the involvement rate because the more Finns involved with and, also, I would say the number one way to increase, Finn involvement is give it more tools. Right? So tasks, data connectors, access to more data, access to more information, all those things are really useful. We can dig into that some more. I like how Grace is saying we want to, at some point, I want our product to be a 100% via fin, first, but that's gonna take some time. Yeah. I mean, it it takes a little bit of time, but, honestly, it's it's, not impossible to do, you know, very quickly as well. You just knowing what you're doing and, like, having the bandwidth, you know, to get into that stuff because sometimes teams are already busy with their, you know, full time jobs. It's hard to dig into it, but, that's where, like, else, like, with these questions, Selena or Grace, like, the other people who are on the q and a, if you guys want to come up on stage alongside your question, just raise your hand when, when that when your question comes up so I know, and I'll bring you up on stage. I don't wanna start putting you on the spot to say come on stage every time, but definitely would love to have people up on stage. And, again, you can come up on stage with just your audio. You don't have to come up on video. But if you you wanna come up on video, that's great too. And if I'm talking too fast too, please, let me know because I, I'm I'm definitely a fast talker, which is beneficial if you wanna answer lots of questions, but not if you can't understand me. So, Grace, since we were just chatting, let's let's go to your question. I have a question regarding help center help article reporting. I wanna see find a way to get more metrics than what is available in the article's legacy report, click rates, bounce rates, etcetera. What suggestions do people have to get this and or solutions other than customers, other customers have implemented to get website user engagement reports for help center articles specifically? That's an interesting one. So last week, we had some questions about articles as well, and I, I was bouncing back and forth with a couple people that were on call. And I put a feature request in in the community for access to the articles in the MCP. I don't know if you've used the intercom MCP yet, but I think that's like, that would be an amazing way for us to do this kind of stuff that you're talking about. Currently, the MCP doesn't support, articles, but I think that you might be able to use AI. This is something I'll have to, like, explore myself. Use AI with the API to get some more of this information and get some reporting on the articles. Are you using AI right now, Grace? Do you wanna come on stage, by the way? If you wanna come on stage and talk about it, let me know. Paula said, that she created an Excel spreadsheet with that. I wish there was a report that I could use for knowledge based audits and such. Yeah. That's that was a conversation we had last week too about knowledge based audits and being able to use maybe use the MCP or have some other tools. There is a data export, functionality that you can export a lot of things out and then put them into, spreadsheets and be able to process them with AI and stuff. Grace, no problem. If you're shy, it's no worries. I just wanna invite you because it's more engaging for all of us, like, if we can connect with each other. But it's cool if you don't don't no pressure at all to be on stage. But, yeah, thanks for your questions because you're not you're not not too shy to ask questions, which I love. This is amazing. There are a couple of reports that are, that are useful. I mean, other than the legacy report, there is another article's report, I believe, that you could use. But I think your question just, reiterates the need for the article MCP. I think what I'll try to do is I don't know. Maybe somebody backstage could help with finding the product wish list request for the, for the MCP to have, articles attached to it, and we can maybe post in the chat so other people can vote it up, because the MCP, I think, is gonna be a more and more useful tool for these kinds of things. Jennifer said that, she's used Google Analytics to get more data on the help centers. And I think that's a great suggestion too. If you're not already if you don't already have your your Google Analytics code in the, in the help center, then add that. Good question. MCP. I always do this. I keep talking about MCPs without realizing that people, you know, aren't as familiar with it. So you're familiar with, like, the AI, LLM, like, language learning models. Right, the that's what's happening right now. Claude, ChatGPT, Perplexity, a lot of these different, tools, out there. Intercom has built, something called the, Intercom MCP, which is model context protocol, which basically gives you the ability to connect your Intercom, inbox to, AI. And so you can actually have a conversation with the stuff that's happening in the inbox. This might be useful to, to you, Grace, even without the articles connection because you can ask questions like, what's happening? You know, what are the biggest challenges in the inbox, or what are people asking the most about in the in the in the inbox? And that will help you to understand, like, what kind of articles are missing and things like that beyond just what the suggestions you're getting from from Intercom's, suggestions in the in the interface. And if you're not familiar with that, that's another another good one is, like, looking at the suggestions area because it'll highlight the, you know, types of articles that might be missing. I don't know if you're already using that functionality, but, you'll see that in the help center. I I'm gonna maybe I'll share my screen and show that as well. And then and then you also get emails kind of suggesting articles and things that need to be added. So let me let me share my screen real quick and show you that idea of, like, where the suggest articles and things come in. Hopefully, the Jukebox team hasn't already, but their their their name stickers and business cards and all this stuff. I just wanna give them a shout out for being willing to let me use their inbox while we're doing webinars and things like that. The here in the here in the Fin AI section under the under the train option, you have a section here called suggestions, and there's like, they they have a 122 suggestions right now for content. Like, add this content, and they process this pretty frequently. So this is happening, like, even within the last couple of weeks. It looks like most of these are from, so you it'll show, like, content that should be updated or improved. And if you're this if you can't see the stats on it, at least you can see, like, the suggestions. And what's nice about this interface is that you can actually kinda see where this is coming from. I'm gonna close that there. So you can kinda see if you click on here, you can see which, later content is is being is being used to suggest this and also which conversations are driving that suggestion. So this could be, you know, data, not exact same data you're thinking about, but, similar kinds of data to show you how to improve your your, articles and content. So here's one that's saying, like, hey. We should edit this article, and some of them are saying you should add this article. And so you can go through and say, like, this is why, you can you can see the notes on the side. Like, all these notes on the side are why, these changes should be made, and they can help you walk through that. Is that helpful? I'm trying to get back to my screen now. Okay? Cool. Oh, you use the optimize air and fan. Okay. Cool. Great. That's amazing. So you can talk more about suggestions. What else do you wanna talk about with suggestions, Jennifer? Is there anything else? Was the what I showed you in the video, I mean, in the screen sharing helpful? Let me know. Okay. Cool. Yeah. Nice. Nice. Nice. Yeah. These are tools that we like, you might see them, but you might not know, like, the inner workings. And because we're using them every day, like, with teams, like, we discover sort of things that I think are useful. Like, for example, digging into the conversations. Like, you might find the suggestions helpful, but if you go into the conversations, that's when you really kind of understand why the suggestions are being made. And you can you can dig into what content's being pulled from. That that gives you more confidence maybe, like, clicking the okay or, like, publish on these different articles that are being suggested because you understand where that is coming from as opposed to just being like, why is AI suggesting this? You know? Or why is Intercom suggesting this? Yeah. So there's a question for Jennifer. Jennifer, I'm not sure if you wanna come on stage, but, I got we have a question from you, and we have a question for you. So I think it was, I'm just trying to find it here. Sebastian was asking you, Jennifer, that's a great idea. What kind of information can you get from the help center with Google Analytics? So if you if you're willing to come on stage and and share above with us, then we can ask we can answer your question too. Or if you want, just share in the chat for Sebastian. What kind of information are you getting from, from the, Google Analytics being on the help center? I mean, I can guess some of the the stuff, like, obviously, seeing which ones have been visited and links like that, but I'm just curious if there's other stuff that's not as obvious. Okay. And then I'll start work working on your question while we see if you're willing to come jump on stage and talk about the other question. So Jennifer said two questions. How come WhatsApp integration can't be part of a group chat? And secondly, how to increase outbound message limits for WhatsApp? Very interesting. So why WhatsApp integration can't be part of a group chat? You mean a group chat on the WhatsApp side. Right? Yeah. Unfortunately, I think these are limitations of the integration, but I don't know if that's a limitation of just the intercom integration or the WhatsApp, API. Do you know of other tools that are actually using, like, WhatsApp integration and they can be involved in a group chat? Or or are you just you're not or are you only using Intercom with, WhatsApp? I I think it could be a limitation of the WhatsApp integration, but I don't wanna say that I don't wanna say that without knowing whether it's actually the WhatsApp API or the intercom side. But, WhatsApp does have quite a bit of restriction on on what you can and can't do, with, you know, with their API. And so I I suspect it's a WhatsApp limitation, but I would have to look into that further to know for sure. But it would be nice to have a part of a group chat, I'm sure. Okay. And then your second question, how to increase outbound message limits for for for WhatsApp? Interesting. What what limit are you hitting right now? Do you know what what you're currently what you're currently running into limit wise? I'm trying to see if, I'll keep an eye on the chat for you, Jennifer. I'm just gonna take a quick look, at this too while we're talking. I'm just looking at it to the WhatsApp API messaging limit to see because I wanna see how it compares to what you're hitting limit wise. Newly created business profiles have a messaging limit of 250, but this limit can be increased to 2,000 by completing the scaling path or 10,000 by, doing the automatic scaling. So I'm not sure if this is if this is a limitation. You can you can raise yourself, but if you wanna reach out to me on a DM in the community, maybe we can dig into it together. Here's a link to Meta's, WhatsApp business messaging limits. And if you're if you're getting limited to, like, 250 on the outbound, then maybe it's something like you have to, you know, you have to go through the scaling path and try to get your your limit raised. But I need to double check if the limit is based on your your account or whether it's based on, like, the integration side. I don't know if this is helpful, this link, but take a look at that and let me know what you think here. So you said I'm not sure how, any outbound message I'm hitting. I was trying to find that on the app section, but I couldn't find it. Yeah. I'm not exactly sure where you can see that either, but I was assuming that if you're hitting the limit, you're getting some sort of notification about it. So, but, yeah, feel free to DM me. Maybe I can post my community profile in the chat. I think actually, it might be linked, but this is another good shout out right now. If you are on this call right now, office hours, and you're not a member of the Intercom community, there's a button at the top. Click on that link and join the Intercom community because you get this is also a place you can ask questions and get more detailed answers. Like, I can answer you here, in one way, but on the, in in the community, I can answer with screenshots and a video and and things like that. And there's also Connor and Julian and, and Milan and a whole bunch of other experts that could also get involved and answer. And they'll be on some of these, these office hours as well. The first office hours we had, four all four of the top experts in there, you know, answering questions as well. So, yeah, check out the link. Let me know. Send me a DM. Let me grab my community profile. And, yeah, let me take a look at some of the next questions there too. This is great. Lots of great questions. Okay. Got my profile. There we go. Cool. So here's here's my profile. Feel free to add me, follow me, send me a DM, and, just we can maybe find a time to connect. Actually, if you see my profile, I think I have a link to my calendar. Feel free to, like, book a time on my calendar. We can jump on a call and talk about it as well. Okay. So, Nurit, am I saying your name right? I apologize. If not, let me know. Nurit, maybe? Nurit? I'm gonna I'm guessing. I'm guessing. Do you have any effective guidance for Finn to avoid loops that you can share? We want Finn to avoid repeating itself if it's if if its initial response was unhelpful for the customer. This is a great question. And, to be honest with you, yes, I do have some. I think that I'm still depending on the depending on the situation, I'm still kind of crafting that more and more, trying to improve on it. But, in certain situations, it's easier to improve than it is, like, say, a generic sense of, like, hey. Don't repeat yourself. So I would say, like, try as much as possible to look at the scenario and try to fix those scenarios. But, on a general sense, let me see if I can find one that I'm using that I can copy paste as a prompt here, and that's maybe something else we can do in the community. Diana is create a channel for, like, sharing, sharing fin prompts where we where we can share prompts that we found useful with other community members, and then they can, they can copy those and put them in place, at least temporarily until, like, maybe the intercom team picks up on and puts those ones in the the default settings. And then I think there might actually be a new one in the guidance area. If you're not using guidance, by the way, like, highly highly recommend using guidance, more than snippets, more than anything else because it's, you know, it's super useful for these kinds of things we're talking about right now. Yeah. I've got I've got very specific ones in this client set up, that are geared towards their needs specifically. Let me see if I can find one that's just more generic. I'm gonna I'm gonna start documenting these more and and sharing them as well for sure. Yeah. One second. I'm just trying to pull pull one up. The, but in general, what I try to say I try to look at is, like, how do we how do we prevent it from doing that? There is also a setting in Fin where you can say only ask one question or something like that. I don't necessarily think that is my favorite way to go, but in some scenarios, it might it might make sense. I think you can also say, like, don't repeat like, when you say don't repeat yourself, what I normally try to say is, like, rephrase the question and, you know, don't ask the question again if you've already, you know, if you've already asked it before. But I'm just trying to see if I've got one that's generic enough I can share. If not, I'll I'll make that a task for after, and I'll draft one and post it in the community to share with everybody. Most of the ones I just looked at for clients, I've, like, tailored them way too much to the clients, so it wouldn't be it wouldn't be as useful to share as a generic one. Yeah. I think that's what I'm gonna do. I'll just plan to share it after this call, after the the webinar office hours. Sorry. And then, and I'll give that to you. But general principle would be, you know, create one create a simple one that just basically says don't hit don't repeat yourself, essentially. Oh, somebody's got one they're sharing here. Grace. Okay. Cool. Route to human agent when when the customer says they already tried your suggestions. I already oh, okay. Okay. Yep. So do you have this in escalation guidance by any chance, Grace, or is this in a regular guidance setup? I love I love this. As I said before, this is hilarious. This is actually kind of a fun, this is kind of a fun guidance piece. I I love that you shared this. Maybe, Diana, if you're if you think it's a good idea, maybe we can create that, section in the community, and then people can start sharing some of this stuff in there. Mhmm. Because I think that this will be amazing sharing some of these guidance pieces. If a customer has asked a similar question twice in a span of up to five minutes, escalate to human support, Inform yeah. I I like this too. Thanks, Diana. That's awesome. So, I would love, Grace, if you and, especially okay. You're testing me now. I really wanna say this name, but I don't know if I'm gonna get it right. So, wow. I'm I it's almost like I have to look up pronunciation because I don't wanna I wanna do it justice. But, is that is that Jay Silen? Is it Siak or something like that? Shaquille. Ah, what? That's amazing. So Shaq. Okay. Shaq. Like that kind of thing? Cool. Awesome. Yeah. Can you guys you share that? Maybe if Diana I don't know if she's gonna create that right now, but keep an eye out for that, or we'll post it. But if she creates it now, we can post it in there, and you guys can post those, guidance pieces. And, the thing is that thing guidance is added before Finn starts creating its answer, to when it applied, Finn doesn't know that it's repeating itself yet. Yeah. So this is one of the the yeah. Grace, very valid point, and I ran into this this week as well. I think this is a really good piece of, advice. Like, Finn I was trying to get Finn to, like, make a decision based on what Finn is saying itself. Like, if you say this, then do this. You know? But it would it you can't do that. You have to do it based on what you're saying. So you kinda have to think before it or what the customer is saying. You have to you have to think before it and say, what are the scenarios that create this problem that I'm having? And then prompt it based on that. So I think Grace is, you know, Grace has got a really good point here. Grace, if you haven't already thought about this, should definitely think about joining the Fin Experts, program and, get yourself in there and and helping other people because this is this is good advice. I I like it a lot. You can find that in the in the in the community as well. So can you can join and help other people with this stuff. Yeah. These are great prompts. So I would say, yeah, try these prompts, and I'll also share some stuff as well, when I get a chance to make something a little more generic that's not tied to a customer specifically. And, these will be helpful for the Intercom team too. Yeah. Hi there. Diana's helping you go right to the FinExpert program. Yeah. Thanks, Diana, and thanks, Sarah backstage for helping out. This is amazing. So, Nora, we're back to you again. Do you have any effective guys? Oh, this is the same one. Sorry. I thought it was a new one. My apologies. Yeah. This was a great question, by the way. I love it. Thanks so much for your questions. The Shaq, we got you. I thought to say it now. Thanks. We use tickets for registering feedback. As a rule, to submit feedback internally, there has to be a customer involved, so we only use customer facing tickets. Sometimes customers have the same feedback. How can we keep track of similar topics across tickets? Ah, great question. So there's a there's a such a thing called a tracker ticket. Are you familiar with that, Jack? Oh, also, do you wanna come on stage? Somebody's got your hand raised. We have somebody who wants to come on stage. Jack, this is great. Hi. Can. you hear me? What's up? Yeah. Yeah. I got you. You got my name right. for, Good. joining us. Yeah. Yeah. Well, I figured I'd verify. only with your help. I don't yeah. Go ahead. Yeah. The the tracker tickets, you know, we're not a very big company, so we haven't really gotten into. them. Yep. So I was wondering if you had some if if that's the the right way or if you had some suggestions on, what what to go for, to to. manage everything because it gets a a lot. keeping every separate trip the the ticket separate. Yeah. Yeah. Yeah. I know. You're right. Absolutely. I mean, the main the main benefit is tracker tickets is that setup. Do you do you only like, do you use conversations generally speaking? So, like, you're using conversations and then you're using tickets only when it turns into some issue or something. Mhmm. Yeah. Yeah. So we have a lot. of regular conversations ongoing, and then some of them turn into a a ticket. Yeah. Okay. Yeah. Yeah. So tracker tickets, I think, are make the most sense here because, essentially, you make a tracker ticket. And then once you have a tracker ticket, if another customer has the same problem, you just connect that customer to the same tracker ticket, and then you've got a list of all those customers. And then you actually can send, like, one message to the main tracker ticket, and it goes out to all the other, people. So it doesn't have to you don't have to, like, send them each individually to each individual person. Mhmm. The only thing that I and this is if the intercom team is listening, the only thing I would love to see differently is I would love if I could connect, like, a whole bunch of conversations to one tracker ticket and then send that message out to all the conversations. But, I believe at the moment, the only option is to, like, convert anything to a ticket and then connect like, connecting them to the tracker ticket, as a as a converted ticket because, you can't then send the message back to them all otherwise if it's if they're not all tickets. Ideally, I would like to have the con keep the conversations the same way and then just and then just send a message back to them. But that's just me. I'm also have a small SaaS product myself, and I just don't wanna do the extra work of, like, you know, making everything into tickets. But it's not that it's not that hard. It's just, like, I think it would be even better if I could just do it as a conversation level. But, yeah, it it works. Tracker tickets are amazing for that, and then they also show the customer the status of that ticket that is connected so that they can see they can see, like, Right. it's in progress and it's finished or whatever. So they they they won't necessarily have to check-in with you all the time. Like, what's happening? What's happening? They'll they'll see that it's a it's it's, you know, in progress or whatever. We're always, we have a prioritization issue with a few, Yep. employees. So it's. like when do we get time to set it up? Because right now, the maximum we have is, I think, 10 people on the same topic somewhere. So it's. still kinda Okay. we can handle it. It's, But at some point, Yeah. it's gonna go out of control, and we will probably need to. go in this direction. Yeah. Are you using, like, tags or anything right now for this? Yeah. Sure. We have some some automatic tagging to, to search up things, but, we also have. an integration with our API. So if a ticket. gets created, it makes then we register it there, and then we manually update, if there are. multiple tickets on the other side. But that's, Yep. that's a lot of. manual work. So a tracker ticket could maybe. help with that. Yep. If you have an integration too, like, you could consider setting up the integration to, like, reply to all those in one shot as well. Like, that might be another way to do it. Like, if you've already built an integration, maybe just say, okay. This integration is is connecting to all the tickets related to this one topic. Tag them all the same maybe, and then send a reply back to all of them, you know, and, use the use the, dynamic label so you could, like, add name or whatever, and then it it so it still says, like, hey, name instead of, you know, just generic message, but you could you could send them all back. So if you have that integration, it might be worth doing on your side. Yep. Can with the tracker ticket, it's important for us that people don't see each other. So can you see who. They else is on the tracker ticket? no. No. They can't see who else is on the tracking ticket. Only you do. You see you see everybody else, but they don't see everybody else. Okay. Yeah. That's. good. Yeah. Experiment with it and see what you think. And if you have any questions, you know, definitely reach out in the community or come back to another office hours or something. Yeah. Any any other questions, like, No. That was that this? was it. Or Yeah. okay. Thank you. Cool. Thanks for coming. Thanks for being on stage. It's nice. I'm sure, like everyone else, Paul Paula said, what a brave soul. That's awesome. Yeah. Yeah. Cool. Right. Alright. Well, have a good rest of your day. Okay. So where are we at here? We got some more questions to answer. Let's see. If you got if you also if you're on the call, I mean, I think we're gonna get through all the questions. But if you get if you guys also feel like these questions are ones that you have, feel free to upvote them so we know which ones are most important to you just in case we get cut off. But I think we can hang around and answer everybody. So go flip over to the q and a tab and upload them. Yeah. Jennifer, I love that. Yeah. That's great. This is very cool. Okay. So Brendan Brendan. Wait. Brandon. Okay. I think I might have called you Brenda earlier. My apologies. I shortened your name somehow. Cool. Cool. Okay. Brandon, Fin over chat is performing really well for my company user slash user base, but FIN over email does not seem to be serving our customers well our users well. Interesting. And CSAT CX is much, much lower than chat. We hypothesized this is due to the async nature of email and users not wanting to engage back and forth exchanges with Fin to produce a solution. We feel there are product improvements that will ultimately be required to improve performance over fin over email, but we're wondering if perhaps, we're overlooking some opportunities to improve fin over email in the meantime. With this in mind, what would you generally recommend as best practice for fin over email? Ensure. This is good this is a really good question. I just wanna check-in with my backstage people. Do we need to do anything if we wanna extend this time, like, so we can keep answering questions? I just wanna check-in. If we do, can we can we extend the time a little bit? Oh, and Finn has, Finn has the exact same question here. Not not a intercom Finn, but Finn. Yeah. It fit in the chat. Yeah. Brandon, sorry about that. I apologize. I I that happens all the time to you, does it? Okay. Cool. Yes. Paolo, that's the thing. That's one of the main reasons why I was excited to do the office hours, honestly, is, like, we're we're often feel like we're all alone here. We don't know what to do, and we're, like, kind of, you know, just figuring it out all on our own. And, you know, meanwhile, some people have already figured it out and other people are learning. And, like, just like I was saying, like, Grace's idea there of the repeat loop and, like, some of the the thought process there is really amazing. And even though I work with Finn and and AI every day and the guidance, it's really cool to see someone else's approach on that and, you know, other than mine. And so I think all of you, I mean, who are I I have 15 workspaces or something like that in my in my Intercom account when I log in. So I have lots of different, like, opportunities to try and see different things, but a lot of you don't really get that. So I'm glad we could be here doing this together. So, Apollo said, I love sessions like this one. Makes me realize we're all in the same boat. That's what maybe we could just I'm gonna put that up on the screen for a second. That's really cool. Thanks for sharing. Yeah. Yeah. You wanna call on stage? You wanna call on stage, Brennan, and, make this make the question longer? No. I think you had lots of good context there, though. I could already start answering it, but I think this would be cool to have you on stage with us. Bringing it up now. Okay. Thanks, Diana. I'm glad we can stay longer. Okay. You're on stage now, I think. Can we hear you? Is this thing on? Maybe you're approving the mic right now, probably, I'm guessing. Yeah. No worries. Take your time. I can start answering your question until you're here. So fin over email, I've had really good success with fin over email, but I do think that some of your yes. Grace already submitted to the the experts program. Thanks, Grace. That's amazing. We're excited to have you in there. And, I I know you're gonna smash it because the those those first two things you shared are amazing. So Fin over over chat, yeah, it's much easier to deal with chat because of the back and forth. The back and forth is faster, but I do think that, Fin over email can perform really well. But I think we it's about understanding the customer and trying to, get that workflow working, in a way that seems like it's going to address the issues in a in an efficient way. If you have it, kinda like our conversation earlier, if you were here I think you were here earlier, separating email from chat and making sure that the fan over email is is being handled in its own way, you might you might wanna, like, build out a very good like, a workflow specifically for email and then also giving fin over email as much, what I'll call, hands as possible. Like, what kinds of things are people wanting over email that you can you can do? So if you can, you can share if you can share, some of those ideas, even if you can't get on stage, get down stage working. If you have to refresh, you might have to, like, reload. If you want, I can wait for a minute. You're good to go now? Okay. Cool. Yeah. I hope this is working. Can you hear me? Yeah. Yeah. Got you. Okay. Good. stuff. Yeah. So to add some context to this, my user base, is extremely time sensitive. Right? I mean, we all deal with busy customers, obviously, but, Yep. Yep. our industry that we work with is a trade contractor. So it's like people on a ladder, like, talking to us on their phone. or they're, you know, Yep. or they're driving or something. Yeah. So, typically, they're very, very nondescript when they reach out to us, so that's why chat works. really well. We can engage in a. conversation, refine their questions. But with email, literally, Mhmm. we get questions like, it's not working or, I need to work or something. You know? Yeah. So, Yeah. Yeah. Yeah. fundamentally, what I was talking about from a product standpoint, it would be awesome if we had, like, before Fin sent its first. reply, a way to prompt. the user, like, a form, like an email form where they we. could say, like, please. provide as much detail as possible. I don't know if that's. even possible from technical standpoint, but that's fundamentally. the issue that we're dealing with. There's some other issues later on. with, like, calls to action around escalating to human agents. People seem to just ignore the fact that there is an option, you know, whereas with with chat, they're more. likely to say, they don't wanna talk to a person. So those are kind of the two big issues. Sure. So the first one. Yep. Yeah. I I think that yeah. That's that's good context. I appreciate it. Like, obviously, the the ladder thing is is one of those ones. Like, I hopefully hopefully, they're not sending an email from the ladder, but they probably are. The the one thing I would say is, like, you can use the context clarification section of guidance. I think this can help you a lot where it's like, I have I have a lot of, guidance set up in my and in systems for clients where you basically if the person doesn't give much information, ask these questions. You know, ask these key questions. Right? And even if the person gives you some information so let's say they they say they ask about something specific. Like, if it's a contractor, I don't know. What's the what's the question where they might, like, start the question, but they're not giving you much information that you need more? Is there is there something you can think of? May we we offer payment processing in the app, so maybe something around payments like, you know, my my client can't pay or something like that. So, generally, we know the the topic, but not the. specific. Okay. Cool. So then so then in context and clarification, what you can do in there is say, if the person says they can't pay, ask them these specific questions. You know? Where you know, like, maybe where are you trying to pay? Are you in the app? Are you on the website? You know? Are they on the phone? You know? Whatever it is. Like, you can ask those, like, very specific questions. When someone says this, ask them these questions, you know, or something. And then, you can also have it, like, if they don't say anything, you know, ask them these, you know, introductory questions, and, that could be that could be helpful. The other thing that you can do is if you give Fin access into your database and things like that, then you might be able to assume some things, and get Fin to sort of, like, start assuming some things. Like, if you know they're on a specific job site, for example, because of your back, you know, because of your back end and you know what their schedule's like or things like that, you could you could, like, do say something more useful so that they know that it's gonna be useful. Like, is this related to your appointment today at 4PM? Whatever. You know? And then you're like, yes. It's related to that. And then you're like then then I think you get more engagement because they realize that this could actually be super useful, as opposed to just like, I'm sorry. I don't understand what you're asking about, you know, which is which seems oh, just get me a human agent already. You know? I don't know if that, like, that starts to make you think about, things differently, but, Yeah. you. know, That that's a really good. way of reframing things. We, unfortunately, don't have that back end linkage right now to get that kind of, Okay. get attributes or, you know, insights to each individual customer. But just posing questions back to them as opposed to saying, please tell us more might be helpful in and of itself that's a good insight. Yeah. Yeah. If you if you haven't I mean, I could screen share, but I think, like, if you're familiar with guidance, there's one section specifically that says context and clarification. And so you can put your guidance in there. We can do one actually. We can do one right now if you want just to just to kinda, like, explore the idea of it. I think other people might find this helpful too. Anybody else? Yeah. Yeah. Yes, please. I knew Jennifer was gonna be in the chat saying this. Can we just unshare this quote? One second here. This, question. I really wish I could just click on that on the screen and stop it. Okay. There we go. Okay. So let me share my screen, and I will give you an idea of, like, how to set up context clarification questions. I'm not sure how many of those we have in the Jukebox system because the some of that stuff wasn't there when, we were doing some of the initial stuff. But let me see if we have any. If not, I'll just start one from scratch. But okay. Well, there's nothing there's nothing in that one now. So let me just go to a different, work space where I can play around a little bit more. Okay. So if you're not familiar with guidance, we've got this whole section of guidance here. Actually, drop in the chat if you're using guidance. Are you, like, a heavy guidance user, light guidance user? Give me give me some indication of that in the chat. I'm just curious. Heavy. Yeah. I I knew Grace was. Of course, of course, Grace was gonna be heavy user. Like, guidance user. Okay. Cool. Adding more and more. Okay, Finn. Anybody else wanna chime in a bit? He okay. Okay. Okay. Yeah. Yeah. Yeah. I think you're gonna be a heavy guidance user after this conversation. I really think you're gonna be a heavy guidance user after this. So let me go back here. Okay. So under guidance, you've got a bunch of different sections on guidance here. So this is coming back to what Diana was asking, like, how to improve FIN performance and FIN, optimization. So communication style, I don't I don't get into this too much, but it's definitely, useful. You can go into all the templates and use some of the prebuilt ones that Intercom has for the things that you want. You know, here's one, you know, avoid directing queries to email. If you've ever set up Fin for the first time and then when Fin can't answer something, hey. Contact our support team, you know, via email or something. You're like, wait. I'm in I'm already here. I'm already messaging you. Why am I gonna reach out to you? So, like, adding this will help with that. I used to build one myself from scratch before they had this, because I hated that. It was, like, saying to contact them via email and all that. So you can get into communication style and you can get into, content sources and spam, and spam is a newer one, actually. And then other a lot of stuff I put under other because it doesn't fit any of these other categories. But the biggest one here that we're talking about is this, con I'm gonna move my mouse real fast to get the big arrow. If you didn't know you could do that on Mac, it's pretty cool. You just you just shake your mouse and it makes a big arrow. So context and clarification, you can go into the templates. We got a bottom already built for you, like, clarified brief messages. So that might be one for you already. You know, it's like, put this one in, Brendan, and then if a brief message is there, like, it's gonna ask to clarify. It's just a generic thing. If you wanna clarify the product type for some people that are doing, like, product based stuff and you're like, you need to know a product before you can answer any of the questions, but they haven't told you which product it is. They're just asking a question, like, as if, you know, every one of your products is is, the same. And, you know, if if geographic geography is is something important, you can you can do that. So there's all these ones here you have available to yourself, already. You can just click on them and install them, basically. So if I just click, like, clarify error details, then I've got this guidance, and I can write the title for this for myself, and I can tweak it, you know, error details. So if a customer mentioned the error without providing specific details, ask them to share the exact error message or code they're seeing and what they're trying they're trying to do when it occurred. This helps identify the precise issue and and solution. So So you pretty much just save that, enable it, and you're ready to go. You don't have to do anything else, really. If you want, you can set an audience. And if you if you're not using the audience, functionality, that's really helpful too. Like, you can have an audience that is related to, you know, a specific product, different things, whatever track whatever you're tracking on the user profile, you can you can clarify the guide or create the guidance to to target those people specifically. So that allows you to get more nuanced on it instead of having to ask more generic open questions. But let's just say we're gonna write one from scratch ourselves. Right? We could say and your your situation, Brandon, is, like, kinda generic messages. Right? Like, so, we'll just we'll just call this generic message message clarification. And, like, to be honest, most of my write this kind of stuff, I will just go to, I'll just go to, like, Claude or chat g p t or something. You can also, like, you can also just go into Finn and and get Finn's help to write the like, the messages too if you want. So for fun, we'll just do it here. We say, like, I need to need to write some guidance, to help prevent or help clarify generic messages for, from customers over email. So, we'll know more about what they need help with. So I'm just so I'm just gonna do a simple one. And then Finn should give me some suggestions on how normally, I go to Claude or Chatty Boutique because I have a lot of stuff in there that I already do, but Finn can also help you with this. So was the email vague or lacks detail or clarifying, questions, to answer their specific need? Ask clarifying questions. Sorry. So, like, this is simple enough that I could probably just use this. Right? But there's also this one. When a customer mentions they need help without specifics, ask them to describe their issue in more detail. And if you want, we can just take this whole thing and put it in there, like, and just cut out the parts that are instruction. I think that just. I'm actually kind of interested to see how that would, be received, is think, because it's the optimized button, off, which will kind of scan the text that. you put in and make suggestions. And I was thinking. of the one that, got it. I. believe it was yeah. I think it was Grace shared a really good one earlier that was pretty detailed. Yep. No. Sorry. It. was, it was shot. And I was looking at that. It it would have, like, simple, you know, or, like, all caps. And I was like, oh, that that seems. kind of, like, a little bit verbose, Yep. not. what Finn usually recommends. So. what will it handle longer strings like this with, like, a lot of detail? Yeah? Yeah. Yeah. Yeah. It can handle longer ones for sure, a 100%. I've got, like, some huge ones, like, over in the jukebox, setup. And, I do think, like, the all caps doesn't matter. Like, if you wanna say do not do this, then put it in all caps. It definitely it definitely is useful. And you can you can workshop it with AI, anytime you want. And like you're saying, like, even if I put something in there wrong, I was just gonna show the optimized thing. So just for fun, I'm just gonna copy this whole thing and put it in here, and then I'm gonna let optimize tell me what to do. So if you guys are writing, if you guys are writing a guidance, you can put anything you want in here, actually, and then just click optimize. And optimize is gonna go and scan it. I love the color. I love the, like, gradient text, effect. It's it's it's, like, super slick, like, way to do this. And so now it's gonna scan this and say, oh, I rewrote it based on this or like, mine always says when I write them by hand, it always says, I fixed your punctuation because I'm, like, terrible with punctuation. So see how it just, like, pulled it down to what it thinks is needed? If a customer sends a generic message like, I need help or something's not working over email, ask them to specify what feature they're using, you know, when that, when they expected what they expected to happen and what actually happened instead. So, you know, that's pretty straightforward. If you wanted to be more clear, I think, like, over here for you, Brandon, we would go and say, like, I'm a, you know, I'm I'm a company or, you know, we're a company, we're a company that helps contractors on the job at, construction sites. Is that right? Is that right is that right, Brandon? Sorry. Or did I lose you? Yeah. Yeah. That's, more. or less right. Okay. Okay. So just a generic like, so I could say this. Because, obviously, that wording is seems more like software, you know, software based, like, feature driven. So I'm just gonna say, hey. We're a company that, you know, helps contractors on the job site at construction sites. Now it's saying, okay. Let's rephrase this. Right? So now it could be more specific. Like, if a customer, if a contractor mentions equipment issues without specifics, asks about specific equipment or, you know, these kind of things. And you could tweak this until you get what you want, but we're just kind of I'm just giving you an example of how you can use your industry to kind of figure it out, and you'll probably play with that. I think probably what I said already, you're already your your gears are already turning, and you're ready to go make. some guides. now. I know. This is super, super helpful. So Appreciate. it. Cool. Perfect. Yeah. So we can just we're gonna save that, enable it, and then you can start testing it. You know? I'm gonna actually not enable it here because it's, not related. You know? It's not actually, I don't yeah. Maybe it would work on this installation. But and then if you want, you can test it over here on the side, you know, by just asking some questions in a generic in a generic way and see what it's gonna do. So I can I can just do that? I can say, I need help. And if you wanted to say like, if you wanted to ask very specific questions, you can put those questions in there that you wanted to follow-up with. Right? But if you want AI to try to figure those questions out, then, it can do. I'm happy to help to give you best assistance. Could you let me know which specific feature you're trying to use, you know, what you expect to happen, what's actually happening instead? Are you having trouble with installation, connection to Notion, adding emails, or something else? So it's AI has picked up on, like, what my product does and asked them specific questions that hopefully will trigger them to say, like, hey. This is useful. So here's the problem I'm having. You know? And then they're probably more likely to respond rather than just like, hey. I didn't understand your message or something like that. Right? Yeah. Yeah. I'm hopeful that'll drive a bit more engagement. Ultimately, I think the goal is really still to one shot these on the first reply, you know, find some way. to get them from. the context we need and then just serve them up initial message that. resolves the issue. But, yeah, that's more of a product thing, I suppose. Yeah. Yeah. If you can, like, if I don't know if you guys have an API or anything, but, just to just something to think about. Like, using tasks, like, connecting tasks to your back end, or if you or if you're using some other software, someone else's software that has an API, you can make a data connect you can use the data connectors down here. You can connect to those services. So you can use MCPs like Shopify or, you know, Stripe or whatever, but you can also just, like, connect to any other services out there by drafting a a data connector. And if Finn has access to the data connectors, then the the whole usefulness goes way up. Right? Like, if you can check a calendar system and say, oh, based on, you know, based on the data I have, you're at this location at this time or, you know, I see you're working with this client, you know, or something like that, then there's a lot more usefulness. For example, with Jukebox, we I just rolled out a new update for them, in in a task functionality called change delivery address and change shipping method. So now when someone reaches out and says, hey. I need to change my shipping method. Like like, maybe they were planning to pick it up at the store, pick up the print order at the their shop, but then they realize they don't have time and they need it delivered, they can send a message, say, hey. I need to change from pickup to delivery to this locate or whatever. And then they'll say, oh, okay. You need to change delivery address. What's the new address? And then, they can say the address, and then Finn applies the address, confirms it, says this is the right address. The jewelry date will be this. Yes. Confirm. And now all that happens without the without the customer without the team involved. And, same with the change of delivery address. Like, if they want it or if they wanna speed it up, rush order, or they want to, change the change the type of a shipping, like a different, shipping method, like DHL or something like that. So all that stuff happens in the instructions on the change shipping method task. We have it connected to their back end, and so it'll actually check the back end and say, hey. Is this order order already been shipped, first of all, because you can't change the address if it's already been shipped? Is it in production, already? And maybe some element of the production means that we can't make the change they want if they're, you know, in some of the other tasks, like, if they wanna cancel or things like that. So, and the more hands you give, Finn, the more useful that first message can be too. Right? Makes sense. Yeah. We just got access to tasks. I'm really looking into, leveraging that more until we get back full back. end linkage. I I don't wanna monopolize time listener. Exactly. I feel like I've taken enough. time to thank you. It's really, really helpful. Alright. No. No problem, Brandon. Thanks for coming on stage. And, also, like, I don't think it was monopolizing time because I think a lot of people are also benefiting from this. You know? So, anybody else in and if anybody else in the chat benefited from this conversation with Brandon, just drop some notes in the chat if you're still listening in. Grace said another thing another thing. Sorry. What's another thing. Sorry. I use guidance a lot, but check out that content and sources one if you have it. It helps point into the right article in certain topics. Useful if you wanna ensure that the article is used for predict yeah. I agree with Grace on that one too. If you content and sources is an interesting one that I didn't use a lot until recently. I think I saw, Tim. If you haven't if you are if you're not attending Tim's webinars for fin, he does a lot of good stuff on fin guidance and fin workshops and has guests on there. And I've I've been on there a few times showing some video of, like, my own, my setup for Jukebox and teaching on the guidance, but he's always introducing new features and and helping people there too. A lot of times, it's just presentations on these topics, and and there's a little bit of q and a at the end. So, just a different format, the same kind of information so you can benefit from that as well. Keep an eye out for Tim's, Tim's webinars as well. Okay. So Grace was saying optimized button is to click it a couple times. Some of it takes a couple runs for it to flag important information. Ah, Grace, I'm telling you, you are you are a fin expert already. You just gotta get the certificate now. Yeah. You're right. Like, it's funny that people don't realize this, but because it's AI, sometimes, like, you run it a couple times. You ever had if you've ever used AI and said, AI tells you something, you go, but what about this? And you're like, yeah. You're right. I totally missed that thing. Like, you know, AI is very obviously intelligent, but there's a lot of information to pay attention to. And sometimes they miss things, so running it a couple times gives you more feedback. Love that little tip. If then statements tend to be effective. Interesting. I haven't used a lot of if then statements, but one thing I learned also from Tim's webinar was the idea of, like, escalation guidance being able to be set up in a way where you can say, I'm I'm trying to think of the way that refer request request escalation. So you can actually write your escalation advice to request escalation instead of, instead of saying, instead of saying just, like, escalate, you can say request, you know, ask the ask the user if they would like to escalate, you know, or something like that. For Finn, one thing is to fine tune your escalation guidance to the Finn. Finn knows whether to escalate or offer. Yeah. That's what I was just talking about. So, yeah, offer escalation. That's a good way to refer to it. Tim talked about that on his webinar, and I actually never thought about that. But it is a really useful way to keep, keep Finn in the loop, but then let the customer have the ability to escalate. It's almost like putting that, like, button, like, route to a human button or, like, you know, but without putting it there. You can just say, like, I can I can I can get I can get you to the team if you'd like help with that, and they can be like, no? I'm okay. This is good. Or, yes. Please route me to the team, you know, something like that. So, yeah, Grace is on point with that, like, asking that. And then I like the if then statements. I'm curious. Finn, I think we're you're up next for a question here. And and, Shaq, maybe if you want to share, as well about the if then statements, I'd be curious to hear more about that. So, Finn, you are waiting to come on stage. So I'm just gonna let you come on stage, and we'll talk about your question. Hello? Is it. my microphone working? Yeah. Your mic's working. We got you. Perfect. So, yeah, tell me a little bit about this. You're saying users have complained about not being able to get past that Fin AI since we got rid of the buttons. Is there a way to get them back, or what do you recommend? Yeah. Yeah. So a few people couple of the customers struggle when they are using we call it Beth to not mix them up, which being me and. me and the chatbot. So. people get con people could get confused that Beth is not is an AI, so we had to do some work to try and make it very clear that it's a chatbot or an AI. And then so peep people liked the kind. of the fact that it wasn't, masking as being a a real person. Sure. Yep. And you were asking kind of to bring the buttons back because they thought thought it was difficult to get through. Like, you had to people have said you needed to know the magic code of saying, can I talk to a person, Yeah. Yep. was Yep. comments that came back in one of the low c x CX score, Yeah. Yeah. things? So. we've added some guidance now that says, like, in your first message, Beth will always say, or just say talk to a person to be able to talk to a person. But I was wondering if there was any other way of getting around that those issues. Yeah. Yeah. Yeah. I think there's a few good ways to do that. So one one of them Shag was talking about in the comments. Like, you can add some guidance around, tone of voice or, or, or escalate based on, like, how they like like, if they seem frustrated or emotional sentiment sort of thing. So that's one other way that it'll it'll more more often route, you know, when that feeling comes up for them. But the other thing I would say is I lost my train of thought there because I was reading comments, but shoot. Okay. I'm I'm gonna show you any anybody else, have some feedback there? Feel free to share it. I'm gonna I wanted to show you something about this. There's a few different things you can do to tweak that, but I I think the buttons the buttons aren't necessary, but I definitely like what you said. Like, just adding I don't necessarily think you have to say, like, talk to a human, but, like, just say just letting them know that somebody's they need to. But if they're not able to get escalated early enough, there could be a couple of reasons why they feel that way. One of the reasons why might be, like, with the thin workflows, sometimes in the thin workflow, you have this scenario where you've got you can turn you could potentially turn off I'm just trying to find one here that I can show you. This one here. Okay. So in the fin area, there's there's a couple different toggles that you wanna, like, reduce the friction for someone getting to getting to you. You can also turn, off, like, some of these things. So, like, for example, asking for more information after Hanover makes people feel kind of that way or, like, there's there's this one here which, the you you know, you're playing with some settings here around FIN escalation. FIN will confirm whether user still needs assistance and then offer escalation, no follow-up. There's some things here that you you could find that as you tweak them, you might you might find that it's better. But I think what most people were saying there is what I would I would suggest most, is is this idea of, like, adding, adding some trying to think where it was now. Is it under escalation? I think, yeah, under escalation. And then go into I don't think we can get to the templates after we have some escalation rules, which is kind of annoying. If I go back to main guidance, I can get this the escalation. Yeah. I don't think I can get to them anymore. But there is a there is a template, I'm pretty sure, for the escalating on this. I've used it many times, but I don't see it. Wait. I think I can go to maybe go to another workspace that doesn't have anything. That was, some feedback I need to give the intercom team too on that is, like, once you've already created some guidance, I think the template goes away for for these. Sec. Yeah. Okay. Here we go. So, yeah, this is so this is for the Intercom team if you guys are watching and listening. What even after I make some escalation, I still want access to the other templates. Like, I don't want them to go away on me. So here's all the templates, and maybe that's just one of my installations has a problem. I don't know. But so here, you've got a bunch of escalation options, and one of them here is, like, frustrated or urgent cases. For example, if a customer feels, frustrated, harassed, angry, or if they need problem fixed urgently, expressed at the time, it's time sensitive, product significant, or impacting, you know, hand over to the team. These kind of things do help when because because AI can kinda sense that the person's annoyed that they're having like, they're not getting through that process, and so it tends to it tends to escalate faster. So you can you can drop this one in and then, of course, see how the template's disappeared on me now. So annoying. But you can yeah. So you can get to that and put this in, and then that will that will help a little bit. And then you can also put some more in there too, based on your own experience, seeing how people engage with your own, FIN, acts like conversations. You can say, okay. Based on this, this is what people generally say when they're trying to get past it, then they just add that as an escalation guidance. Like, if people say this, escalate them. Because, like, that re that feeling that they have to have the magic words to do it is mostly because they're not using the term that you that Fin is expecting, But you can actually you can actually help that by adding your own guidance there. Does that make sense? Yeah. And I think, yeah, we've tried we've tried something like that, and I think that's been helpful. So Cool. something else, though, is that, this kind of links to the other question that I raised in the q and a, Sure. but Okay. we tried to some we tried to u we we are trying to use the, gather more information option, before. escalating support. Yep. Yep. The company I work for tends to have a lot of complex questions and a lot of very context sensitive questions where Yep. the terminology that people will use and the information that they need to provide will be different depending on. what part of the system they're talking about. Sure. Yep. And you can find that after choosing to ask what will happen is they'll ask to escalate. Beth will say, cool. I'll escalate you. Just. give me a bit more information. They then hand over that information, and Beth's like, oh, great. I can answer it now, and I'll they'll answer it again. Yeah. Like, not. Yeah. Yeah. Yeah. not. Yep. to do. You actually like, you forgot you've completely forgotten that you were supposed to escalate it. Is there a way to. Yeah. Actually, that's what I was, one of the things I was trying to show, that it depends on your workflow setup. There's a there's, like, a fin continues thing. happening? Are you using tasks by any chance? I don't believe so. Let me just go. check. Okay. Because in in tasks, I've had that problem too where it's like, thing it has the office. This thing continues, and then after it finishes the task, it, like, continues, and then people are, like, kind of I just come back into this. So I have to see if I can I wanna see if I can find something, in the workflows, but there is one thing where it's a thing continues, or or whatever, and that can gets when they get that information, then Fin tries to answer them again? And if it doesn't have the right information or if it's not good at that, you might be able to add some guidance to to cut that off. Just have to kinda see what kind of, scenario that is. Like, if we if you want help with that, you can always ping me and maybe, like, show me the scenario because you probably don't wanna show it on screen here today. But, show me the scenario, and I can maybe give you some advice on, like, how to to cut that off. It's usually, like, it's usually kinda specific to the setup. But so, where is it here? So this asks for more information. Collect more information when customers speak to the team. When collecting more information, they may provide additional answer, increasing the likelihood of self-service solution. So you could turn this off and then just have your clarifying questions. And then that way, hopefully, you know, after they click talk to a person or, like or not click talk to a person, but after they've said they wanna talk to a person, it doesn't try to continue to solve the problem for them. This is sort of an attempt where people are trying to, you know, intentionally trying to keep it more in Finn's hands as opposed to as opposed to not. You know? And so you might. you might find turning this off makes people feel less like that. It's possible. I've had it in some cases where I've turned this off just because after the because this is actually after the handover, whereas the other clarification is before the handover. You know? But oh, this is this says before the handover, but it's basically after they've already asked to speak to the team, whereas the other ones are before you know, are often before they speak to the team. So so where where is where are we looking again here? The, Yeah. Yeah. So. if you are using a workflow or using, like, the simple FIN deployment I think we're using I think we're using workflows. okay. If you're using workflows, then you have to go to, like, where FIN is installed in that workflow and click on it, and then you get all the, configuration. But if you have, like, multiple channels for the workflow that go into FIN, then you need to change it in, you know, all of them or the ones that matter to you. You know? Sure. Perfect. Alright. Okay. I'll. have a look at that. Sure. Yeah. No problem. Let let us know how that goes. I hope it I hope it helps. Thank you. Is also. want, to talk had another question. the Right? Yeah. Yeah. sorry. I had a second question. Yeah. Yeah. Let's talk about it. So a lot of the time, the customer base uses the so the words that, the customer base uses, we we're a rostering system, and so people will send in tickets that are like something something something this shift. And shift has a very specific meaning from the system perspective, but from the user perspective, the word shift could mean, like, the an instance of someone doing a thing, Yeah. just the thing itself. that they could be doing or even other things. And is. there a way to, at the moment, Mhmm. what we're doing is we're catching these context issues and just using guidance to be like, this word could be used in this case, this case, this case, and this case. Yeah. Is there a way to kind of be able to get ahead of that, and say, oh, have analyzed the documentation to see, like, oh, we or not documentation. The the support tickets previously answered to be like, Yep. these. people use these things interchangeably. Yeah. Yeah. Yeah. You know, this might be a good case for the MCP. Are you are you familiar with, like, using claw desktop or or anything like that? I can't say can't say I have. no. Okay. Cool. No problem. Let me let me, let me give an example. I think this would be kind of interesting. And I think other people will benefit from this too. So, I just need to I just need to, like give me a second to disconnect. This is the one thing I hate about this is as a as somebody who is, oh, good. It's not connected now, so I can, I can show you? Okay. So as somebody who has multiple workspaces, I wish that the cloud connector could connect to multiple, workspaces at once because then I and tell me which one I'm connected to at the time. So anybody else have experience using the MTP by any chance? I'm just curious. Yeah. Grace. Yeah. Or are you talking about somebody at some other thing? Yeah. Oh, no. You're talking about the other thing. Okay. Cool. Yeah. You guys go talk amongst yourselves in the chat. That's no problem. I I I will not, cause any problems for you there. I love that. Okay. So I'm gonna share my screen, and I'll show you guys how to if you're paying attention, I will say this. If you haven't used the MCP, definitely watch this next part because you're gonna I think they'll blow your mind, and you'll be, like, freaking out over the all the things you can do with it. So sharing my screen now. And, so I use claw desktop, claw.ai. I don't know if they have an affiliate program. I should put it in the chat. So I'm just blank. So claw.ai. And then, you can download the desktop version, and this is the claw desktop version right now. It's pretty much similar to, it's pretty pretty Hold on. It's pretty similar to, like, ChatGPT. You got a a box that you can chat with, and they have their own model. For some of you that know, the model powering Fin is actually SONNET, 4.5 from, from the guys at Anthropic, which is Claude, the same thing. The inter the company behind Claude is is Anthropic. And so, basically, what you can do is you can use the connectors. They they've got built in data connectors here for, one of them is for intercom. And so you can go into the add connectors functionality. You have to be on the pro account, which is, like, 20 I think it's $20 a month, but it's that's more than worth $20 a month. So you go into the connectors, and you can connect Intercom. It's very easy. It just pops up, and you could choose your workspace that you wanna connect to if you got more than one like I do. But I wish it registered and showed you which workspace it was, but I'm gonna connect it to this one here. It doesn't have as much data as some of my other ones, but it's mine, and I can I can show it to you? So I feel more comfortable with that. So I'm connecting my inner inbox to action workspace. We do, we built an add on for, Notion. Basically, allows you to kinda connect your emails to Notion. And so I'm gonna come back to I have to relaunch Claude after I do that because the connector, needs to connect. So one second. Hopefully, it'll boot back up here. Okay. And then now, basically, I can have a conversation with my intercom, conversation my intercom inbox, basically. So connect is turned on. So you can see just back results other things. I think I'll do the best search on because it might wanna something, to to figure out the answer to some stuff. So now I can say something like, what are the top, the top issues in the inbox this past month or something like this? And now it's gonna go. You'll see it here. It's gonna go and it's gonna scan the inbox, essentially. I've got the fonts. It feels like the fonts are huge here. So now it's see it says, I'll search your intercom inbox to find the top issues from the past month. So now it's searching through conversation and contacts. If I expand this, you can see what's happening. It's doing a query on the database, but in the API to find this information. So you kind of can be a developer without developer status here. So we're we're searching API. We're searching for contacts. This is just another thing that different MCP that's causing the error there. So we have reviewed last month here. There's some issues. And so now saying, okay. Sage Notion button's not working. I already fixed this, but, you know, now you know it. It it's there. Gmail that, and they're it's definitely right. These are this was the top issue this month. And you could see it highlighted three of my or four of my customers that had the problem that reached out to me. And then, sync issues and for this person, mobile app. So you could see like, I didn't have to go into my inbox and look for it. It's all there, all this information, amazing, like, information in my inbox. And now it's saying recommended priority actions. If I wanted to, I could say, like, if you're using, like, inter if you're using Notion or something else, I could say, you know, add these to my task database or something. Or I could say make if you wanna share it with your team that you can you can share it at the top here as you know, this way. But it you use Notion. You could say, make a page in Notion with these these issues. Oh, wait. Do I have Notion connected? One sec. I don't have Notion connected right now, but I can I can connect Notion? Let's get to the thing for now. If you got connected, but I'll say here, make a chart make a chart for these issues. I can share with my team. And now it's gonna make, like, a visual chart of of this data. So you can imagine how useful this is. Right? I'm like, I wanna see what you guys are saying in the chat, but I wanna keep on the screen so everybody can see what's happening. But tell me in the chat, like, what you would use for. Like, if you could just have a conversation with your inbox, like, what kind of conversations would you have? And, obviously, for your question, Fin, you could ask the exact question you're talking about. Like, what are the common misconceptions happening in the inbox, you know, around, you know, you know, words that people use that might be interchangeable across the product that, we need to clarify better. What kind of clarifying questions can we ask? You know, get that and then get an answer from from AI, and then use that to write your guidance. Or you can just tell, you know, Todd, hey. Write guidance around this so that we can clarify these these things in the future. So this is working away on a chart to do this. So, but, yeah, I've shown this to to many, like, community like, customer support leads, and they're just they're you know, get their mind blown with all this data they can pull, especially at the end of the month or end of the quarter when people are always asking them, like, what kind of stuff do we need to deal with? And my my favorite question to ask the inbox, if if you're a bot person and you're into, these kind of frameworks, you may be familiar with the jobs done framework. But one of my favorite questions to ask is, like, what are the jobs to be done, specifically emotional jobs to be done in the inbox, from the last month or and that we're not meeting. You know? And then let it go through and look for those kind of jobs to be done and then come back with that information. And then I can use that information to, like, make the product better or make the, help center better or or make the support better. So there's a chart. Right? Key box issues, analysis, past month, 210 conversations, critical issues, six action required, open conversations, most frequent ones, and then it's got a little chart. And you could you could tell it to make the chart however you want. You could you could be very specific about it, or you could just let it decide how to make the make the chart like I did just now. But can you see how this might be might be useful? You can download this and send it, or you can publish it and send a link. Or you could even again, if you had Notion connected, you could say make you know, push this note chart push this, chart to Notion and, you know, share it with my team or whatever. So I'm gonna go back to the chat and see what people are saying over there. And, Finn, what do you think? Could this be useful to you? Yeah. I think so. So it's just to confirm, it's, like, off off of Intercom. This is like a third part fourth party, instance here, basically. Yeah. So so Anthropic, it's, Claude from Anthropic. Their their software connected to the Intercom MCP. So all the information is coming from Intercom's API, basically, or or MCP. And does it have to be closed? Any of them? It does be Claude, but Claude just has a I always demo Claude because it has a very easy data connector. You just can't add it and you're ready to go. Other ones, you have to, like, copy and paste the MCP setup and know how to set up the MCP. Mhmm. And, this this one's just easy because you can click and start using it right away. I've had teams from to, to, Claude just because of this on its on its own. You know? And just and. just just the last thing. Yeah. Sure. Just the last thing. So this seems like it would be quite interesting