Name: Community Meetup Office Hours
Uploaded: 2025-12-08T17:29:05.333Z
Duration: 1 h 24 min 44 s
Description: Community Meetup Office Hours

Transcript for "Community Meetup Office Hours": What's up, Intercom community? How's it going? If you wanna drop in the chat where you're coming from, where in the world, what you're excited about, any questions you have, and you can start pouring them into the, q and a. We wanna make sure we get your questions answered here. So if you're here, it's for a reason. Right? So let's get let's get some questions answered for you. I'm just gonna wait a minute. I see. We got some comments, and we get some questions, and then we can start get started. One second here. How many also, any of you that are coming back from last time, from the previous one as well, you know, just share, if you wanna share that you're here for a second time around, I'm I'm very curious about that. So far, nobody's commenting in the chat, so that's cool. So, like, leave me in a place where I have no questions yet. Are you, seeing anything? If we have no questions, then that's cool. I have nothing to answer. But I think you guys have questions. So now I'm wondering, can you type your questions, or can you see the box for the questions? Maybe just drop something in the chat so we know you're here listening if you're here. Okay. There we go. Now we know what's working. What's up? Good to have you with us. Okay. Now we got some people chiming in. Alright. Alright. That's good. Thanks, Jordan. Thanks, Carolyn and her. If I'm saying your name wrong, I apologize. Yeah. Good to have you. Atlanta. ATL is here. We got Utah. You get do you have any questions you wanna drop into the q and a or or drop right in the chat for me if you want? What do you, what are you looking for help on? Or have you already launched Fin? Are you trying to optimize? Are you looking for some other help with something unrelated to Fin? Highly unlikely because I know a lot of people are really trying to get help with Fin. I know some people are still getting in from other meetings and stuff too right now, so we can wait a little bit. Just wanted to point out, we do have some links in the docs there too, so you can jump over to the Finn community, the Intercom community. If you haven't joined the community yet before, that's another thing too. Like, last office hours, we found out a lot of people were on the call and they hadn't even joined the community yet. So they didn't know there was this whole resource of the communities available. So definitely jump over there if you haven't already and sign up. Oh, welcome back. I'm I'm pretty sure you're here last time. Right? Your name looks very familiar. Yep. Yep. I thought so. I thought so. Cool. Welcome back. If you have any questions, start feel free to start putting them in the q and a. If you just wanna chat about something, you could drop in the chat too. We can always move it over to q and a after. Oh, no. It's all the typing. Your keyboard's working great today. Right? I love it. Well, we're we're short on questions here, so I'm curious. Anything you guys want to talk about? Like, even if you don't have a question, is there is there a feature you wanna learn about? Is there something that you've, you know, you're excited about that's, you know, that you don't have access to yet from, Intercom that's coming out soon, feel free to drop that in the chat as well. Yeah. Everybody everybody's quiet right now. Last time we were getting, like, questions fired at us left and right, and now, it's a little quieter this week. We got a smaller group, because of the the current, you know, promotions. We're not promoting it as wide right now. I wanted to really get a smaller group to see if we can answer your questions more deeply. So don't be shy about asking questions. You know, you're it's your turn to to to put stuff in there. Alright. I I can share some stuff too. Okay. Here we go. We have over 5,000 articles in this workspace. Okay. Interesting. Let me read let me read the rest of this real quick. Okay. So we have over 5,000 articles in this workspace, and that number continues to grow weekly as we onboard new products with over 20 writers contributing. A common issue we've encountered is that the fin audience defaults to everyone. Okay. Yep. This often causes irrelevant articles to surface when thin response to users. From what we found, there's currently isn't a way to filter by articles tagged everyone. Filter by tagged everyone either in app or via the API. Interesting. Tell me more. Can we back up just a little bit? And, like, what's the goal? Like, what what are you trying to accomplish, with this the everyone or with the audience filter? So, basically, each article should be assigned to, assign the product specific audience. Okay. Okay. I understand what you're saying now. Okay. So you want the article you want the article to be connected to an audience, and then you want Finn to be able to use that audience to, like, only respond about those particular, products. Right? Is that is that is that I understand that correctly? So the audio yeah. The everyone audience should never be used. So do you have a bunch of audiences created already under Finn or under the, segmentation area? Yeah. Do you wanna do you wanna come up on stage by any chance, Jordan? You know, get talk about it instead of just typing about it? Okay. Cool. Let me let me invite you on stage here. One second. Oh. Cool. Trying to find, one second here. Trying to isolate that. Okay. I wanna invite you on stage. Well, maybe I have to push maybe I have to push something from your question to the q and a first. One sec here. Okay. Now let's see if sorry, Jordan. One sec here. This will be my first time inviting someone on stage, so I need a second to get this working. I thought we could just click and invite you up there, but I'm not seeing that that option here. One second. I'm going to the stage. Oh, can you raise your I think is there a hand raise feature that you see, Jordan? Okay. Okay. I think I got it now. K. So you should be on stage now. You might have to configure your camera or micro. Sure. Can you all hear me? Yeah. I got you. Wonderful. Well, thanks for doing this, Nathan. Just yeah. Quick question around in audiences. We have 20 plus products on one intercom workspace today, Okay. and with that, we have 20 Fin audiences and around 5,000 articles. And. the. problem is when writers come in and they create new content and do not assign a product specific audience, that content is now being issued to all these. other products where it shouldn't be. And. from what I've found, sense. there's no way to filter specifically by, from an audit perspective, audiences that are everyone because we don't want that. And it's there's no way to you can filter by, you know, custom audiences, but you can't filter by the everyone audits. Yeah. Yeah. Yeah. That's that's an interesting one. to audit. So the the one thing I'm thinking that might work there is going into the knowledge center. So, like, going to the knowledge base, area and using a filter from that view to find it, but it's the articles that you're talking about, right, that are the issue. You should be, able to see them from that view. yeah, the knowledge filter audience filter everyone filters all audiences, so regardless of what's selected. I'm. specifically looking for articles that are flagged to defend audience everyone, which there isn't really a filter for. That makes. sense. So. we also looked. at the. API. Yeah. It's not possible to export that either. So, yeah, we're we're struggling with that from an. audit perspective where incorrect content servicing because there's errors being made on the documentation can't. side from flagging content. yeah. I can completely understand that challenge. You know, I'm I'm so tempted to dig into it directly by, like, opening it up and looking at it, but I don't know that I can pull up any of my, my client workspaces to show that data right now. So what I think after this, session, what I'll do is I'll try to dig into it and try to see if I can make some screenshots or video and see if I can come up with a solution for you. Part of part of what I think what I think I would try to focus on here but I see what you're saying. Like, you're you're basically giving your content writers access to go directly into the the help center and make articles, but they're just, like, not selecting the right they're just kinda saving the article, open space, of them, not connecting it. yeah, most of them do it correctly, but, you know, there's 20, gonna be 30 people in there, Yeah. and there's mistakes. Yeah. And, And you just wanna be able to, like, kinda find them all in one shot and make and then assign them to the right places. Right? yeah. And a lot of times. we identify it during the testing. So when we upload test questions, it's, like, strange. Why is this content servicing from this, testing group? It's because they were flagged everyone, and there's just no way to audit. When you have 5,000, it's it's hard to identify those. Okay. Okay. Yeah. Yeah. I could totally see that. I mean, we could pass this on to the intercom team directly. I think it's a really interesting use case. It makes a lot of sense. I do feel like there's a way to get to that content that you're talking about, but I I need to dig in and do some navigation. So what I'll do is I'll follow-up after this and DM you. Are you already in the community? Are you signed up on the the Intercom community forums or. I'm on the forms. okay. Yes. Okay. Cool. Then maybe I can find you there. I'll send you a DM about that, and then. we can, see if we can troubleshoot it. Even if we have to get on a call one on one and I can, we can dig into it a bit where I can show you some stuff without showing everybody on the call, you know, workspaces and things like that. That sounds good. Yeah. But I do understand the I do understand the challenge, and I'm very curious about that. Like, the one thing I've run into is that, like, the fin audiences are different from the segments in, the contact database. And sometimes, like, packets confusing and trying to find the information we're looking for, but I'm curious about whether we can get to an everyone view that would give you what you need. My my brain is my brain is churning on it, but I'm gonna have to look at it for for real afterwards where I can dig into some more. So but thanks for coming on stage, and we could hear your voice and and get your thing. Any other questions or any other stuff around that, that or other topics you wanna talk about? I mean, other ones also on knowledge. Again, with. with all this content, there's and writers in here, we are running into some limitations. I think one is, you know, we want every article to be private. So you have to be. logged in to product to see it even on the public facing self serve URLs. And we can. do that with custom domains and also using the help center audience, which is different from thin, where you. flag, Yep. you know, lead, visitor, user. Yep. There's no way to see that from the knowledge dashboard. It's the same thing. It's like, 100%. we have 5,000 articles and, yeah, everyone should be going through and and, you know, turning off flags for leads. and visitors, which is user. specific. Yep. There's no way to find that and, Yep. That's that's a gap. through the API. So, yeah, a lot. of auditing issues we're we're running into. yeah. That's a gap that I'm I'm noticing too. It's kinda what I was referring to earlier how, like, sometimes you think you you understand what you're looking at, but there's different site there's, like, a segment, which is also called all the audiences and some views. And. then, and then in other places called audiences is is, for Finn, and it's not it's not related to the other audiences. It's very confusing sometimes. You know what I'm curious about? I don't even know if the MCP I wonder if the m like, have you used the MCP yet at all or, with Claude and, like, the intercom MCP? We did a couple of months back and it was limited. Okay. Might be something we can. Let me look take a look at that too because. I wonder if the MCP has any access to articles and audiences. Like, if we would be able to say like, have the MCP look for articles that haven't, been assigned to the right audiences or are assigned to the everyone would, be interesting. but I'm not. a 100%. Yeah. I'm. not a 100% sure if the MCP does, touch articles or if it's mainly just the inbox at this point. But that would be a that would be a use case to to bring to the intercom team and say, hey. Let's expand the MCP to articles so that we can let we can audit. You know? We can we can audit stuff. Yep. Yeah. I could definitely I could definitely see us raising that concern with them, directly and see if there's a way to do it. I'm looking right now, and it looks like, MCP doesn't have, access to articles from what I can see. It's, conversations, pages, contacts. Yeah. It does I don't see the I don't see articles being connected to that yet, but that would that would be a good, I think that'd be a good feature request because it might not be that difficult for them to to expose, and then that could give you the way to say, like, hey. Are there any articles currently, you know, assigned to everyone? And then you could get a list of them and then go and go fix them. Definitely. That might work. Yeah. Okay. We'll see what we can do about that and raising that concern for you. Appreciate it. Bringing joining today and bringing something interesting and, Yeah. and, difficult, and hopefully, we can help you get to the other side of that. Thank you. Yeah. Yeah. No problem. Yeah. Stick around if you think of another question, you know, feel free to to let us know and jump on stage. I'm gonna move you off stage now then. Okay. Alright. Cool. Alright. So we got other people sitting waiting. I don't see a lot of oh oh, I think I am seeing questions in the queue now. I gotta remember that when I toggle the questions, I need to to go to all. There we go. Yes. We got some of the questions here now. Mariana, do you wanna do you wanna come off the stage and talk about some of your questions, or you prefer to just handle them via text? I don't wanna force you, to to come up on stage, but you're welcome to if you'd like to. I gotta go back to the chat so I can see what you say about that. Okay. Cool. Just so raise your hand, and then I'll, and I'll bring you up on stage. Perfect. Okay. I got you. Yeah. You could be audio only. Or if you have video and you wanna be on video, you can do that too. I think it's our first time doing this. K. I think we got you. Can't make out your audio, I think. Can you hear me or no? Got you. Yep. Yeah. We got you now. Oh, great. Nice. Alright. So what I wanted to ask you because we're, testing the connector, and in our case, we wanted to use it to, to get the user permissions. Okay. But in our case, one, one user might be a member of multiple companies, so they need to provide thing with the right company name. Okay. Yep. And I'm wondering how to set it up so that Finn would prompt the customer to double check the company name in case it. gets no result. Because. if their company name is not fully correct, then Finn will. just see an empty result from the data connector. Yep. Yeah. And for now, I included what I put in the data connector description, but it's not working very well. Got it. Yeah. No. I definitely understand what you're saying there. So you're just using data connectors on their own. Right? You're not using FinTasks right now. Is. that. right? So we just wanted to use it this way because it might be applicable in many different cases, disconnector. with the user permission. So for many different cases, it might be helpful. So I didn't. want to necessarily include it in a specific task or workflow. Okay. Yep. That makes sense. that's another point that I wanted to ask you. So how to prompt Fin when to best use it if we don't want to use workflows? So if it's better to. provide specific examples of all the actions that could be resolved by checking this data connector or that's some do's and don't don'ts maybe. Sure. Yeah. Yeah. No. It's a good question, and and interesting problem. I've definitely been there and trying to solve this similar similar things. So there's there's a few different things that I have in mind, you know, just given the situation you're looking at. One is you might wanna create two different data connectors. One, to, like, find the company first, like and then make sure you find the right company. And then once you find the right company, then go into the next step of, like, looking for the like, you know, finding the permissions or setting the permissions or whatever. So that might. be one way to do it. The task might be honestly, task might be are you using Fin or you're not using Fin? Yeah. Yeah. You're using Finn? Okay. If you're using Finn, I think tasks would be a really good way to do this because you can make multiple tasks anyways. The data connector can be there, but you can actually you can actually, have Finn go through a process before it gets to, like, doing what you wanted to do. So, Mhmm. for example, I can show you some actually, I have a I did a video with Tim on on a recent webinar for Finn about this, and I think I can show you one because I got permission from my, from my client to be able to show this on the screen. So let me let me just see if I can screen share. This would be my first time screen sharing on this thing. Just one second here. Okay. On the side. Okay. One sec. Let me see if I can show this. Okay. So I'm gonna share my screen, and then I'm gonna go into here. So one of my one of my clients, the company is called Jukebox. I'm gonna try to, like, jump over real quick to the other place, so I'm not showing anything private, here. Let's go right to Fin. So Jukebox, they're a print company, and, we've done a lot of work together on, Fin and the, tasks functionality. And so I actually just made these two new tasks live, changed delivery address, and changed shipping method. And and so these are, like, task based ones. And these are the first two for them. I think that we're I think these are the first two for them that I'm using tasks. I have another other clients that I'm using multiple tasks for. But this will give you a good example of the kind of thing that I'm talking about, if it'll open. There we go. So with a task, you actually, you can write the description of when to use it, and you talked about that, and we could go into that in a bit more detail. But, giving some examples of the way and when to use it, makes makes a lot of sense. You can put them right in, like, the training or you can just put them in the content. I found that even in the content, it works fine. Here I just said use this task when a customer wants to change the shipping service method, for their order without changing the delivery address. So with this particular method, we just set this live, so I haven't even I have to, like, dig in to see how it's working. But if I go into the, task area, this is where you get a chance to say, like, retrieve the order details, use this particular, you know, data connector. So in this case, I'm saying, like, get the customer's order history and then, do a few things with it. Like, if the order isn't found and escalate to the team, if they don't have any orders, if multiple orders are found, you know, ask the customer which one they want to, update or which one they wanna do, And then they can put the number in. And then you have another step, and you can say, okay. Determine if delivery address can be changed. So then we check and see, like, hey. Is this already been shipped? Because if it is, then we can't change the address or something like something along those lines. And then we go through the process of, like, what's the status? Okay. If it's fulfilled, then we can't do it. If it isn't, then we can. We can it says if the order is still unfulfilled, we can skip to the next step. And then that's where we collect the complete shipping address, and then we reformat it. Like, after we get it, we standardize it for the API, and then we go ahead and we, add it to the add the address. Right? So in in your case, it's very similar kind of concept, I would think. Like, we start here and say, oh, if we have the company name, check for the company name and confirm the company with the user. Okay. If the company name is not wrong or not found, then then do this. Like, ask them to correct the company name or, you know, ask them if there's any variation on the company name or something like that. And then once you have the correct company name, okay. Now go ahead and use the data connector to get the permissions. And and all these can be done just, I'm gonna ask you in a minute if this if what I'm saying makes sense. But, basically, when you wanna add something in, you just hit a add symbol, and then that's where you get to use the different tools, like the external system or read an attribute, for example. You can check you can check the company name. Like, if the user's company name is already applied, then you can say check the company name and then say, hey. Is this for company x y z? And they say, no. Okay. Which company is it for? You don't even have to ask them which company if it's already applied and it's the right one. And so I would say task would be a really good use case for this. And then you could have more than one task, and you just name it and give the usage of when you wanna use this task versus another one. Does does any of that, like, make sense? Does it is it clear? Or does it is it confusing? Yeah. Or. It makes sense. Thank you so much. I was just checking, that we don't have it enabled, unfortunately, because it's under, I think, managed availability. So I think. I'll I'll. have to wait a bit, but I'll reach out to, our can also account can you. can, reach out to your exactly. Reach out to. your account manager and just mention it. And if you need help with it or something, you know, feel free to DM me on the in the Intercom community or post a question in the community or come back to another office hours, and we can we can help you with it. But I think this is what you want, Mhmm. because the the limitation of data connectors is like, let me just close that without savings. I don't change anything. The the data connectors, you know, quite limited, but I'll tell you what we did before we had it. So you might wanna try, you know, something else. Before we had it, this is what we do. Cancel order by order number. We have this option to cancel, but, we have here if when an or when a user asked to cancel, check and see if they're eligible to cancel. So you can kind of you can stagger you can kinda stack two different, data connectors, and Fin will know teach Fin when to use it, and you can still use it, like, similar to task. But task is better because you can stack it in the exact order, and you can say skip this. And if that go here and and all that. Here, you just kinda have to experiment to make sure Finn uses it the right way. But, so you can say, like, oh, if the user wants to cancel, get the order number. And then it's like, okay. Once you get the order number, check and see if it's eligible to cancel. And then once you check to see if it's eligible, you can tell the customer, oh, it's not eligible to cancel. Sorry. Or you can say, yeah. It's eligible to cancel. Do you wanna go ahead? And they say yes, and then go back and use the other data collector to cancel it. Right? So that kind of thing, that that that kind of thing could work for you now even though you don't have access to tasks. You could you could set up two different data connectors. One to check for the company to make sure the company is the correct one for them. And then once they've confirmed the correct company, then move on to, like, checking the permissions. Does that make sense? Can that be done via one, API? Because we just have one. Yeah. Yeah. Yeah. You can do it with one API. So, basically, what you do is you just you just configure it all the same way, but you set the the use case differently. Like, say, use this when we need to confirm the company. You know, use this one when you're getting the permissions. Right? And then in the, permission in the permissions one, Mhmm. you have that confirmation that it's the right company. You can ask that question. It might be a little bit complicated to figure it out, like, because you have to kind of figure out where that where that demarcation point is of, like, do I have the right company? And then once I do, moving forward with it. But it should be doable, I think, based on what you're saying because it's kinda similar to what we do here. Cancel the cancel the order. Okay. Yeah. You wanna cancel it, but wait. Is it eligible? First, we check if it's eligible. So you could maybe have it, like, check the permissions, and then as it's checking the permissions, tell it to check the company. And then when you check the company, you can use the same API, check the company, and say, hey. Is this the company? Or and then once you once they confirm that, move forward with the permission changes. You know? Okay. Great. Thank hope so hope. that's helpful. But if you get stuck, just let me know. But hopefully, they can get you into, Mhmm. into the task or, the new procedures. I haven't really got to play too much of the procedures yet, but one of the two should should do what you need to do. Great. Thank Greg? Oh, you're welcome. Glad thanks for coming on stage and sharing your your question. Okay. I'm gonna I'll I'll move you back off stage, and then let's just check out some other questions here. And I know Mariana, you had a few different ones. So maybe, if once we get through a couple others, if you wanna come up come back on stage for one of your other questions at school. Okay. So I'm just checking the other questions here. I see Tim and, Burklap, Burkhalp. I don't know. Sorry if I pronounce your name wrong. We'll we'll get that maybe when you get on stage. I don't wanna find out how we really pronounce it. While here, can you show us how you check how well a task workflow works? Okay. Cool. Yeah. We could do that. Maybe some tips would be great. And then, Tim oh, wait. I just I need to practice using this, the feature to show it on stay on the screen, but for some reason, it wasn't showing up for me on this one. Like, when I hover the question, it doesn't give me that option today for some reason. I'm not sure why. Sorry, guys. Oh, there. Thank you. Okay. So while here, can you show us how, you check how well task workflow works? Maybe some tips, etcetera, would be great. Okay. So why don't we just jump into that now? It's complicated, actually, which which is, I think I actually submitted a feature request, like, just two days ago for the the workflow that yeah. I don't know if, any of you run into the same problem, but it'll say all the different paths, and it'll show you the paths and how how many people got to the different path. But it doesn't have the features that Fin has where you can, like, click on that path and then go see the conversations that went through that particular path. Right? I would love to see that, and so I submitted a feature request about that. For for tasks, and for data connectors, it's a little bit easier because you can go into let me just share my screen again. Wait a second. Why is it for some reason, oh, maybe we have to unpin this. Do we have to unpin this question for me to share screen? Yeah. Okay. Perfect. Thanks. So yeah. I'm just gonna share my screen again, and I'm gonna go over to my client install again. Wait. Hold on. Sorry about that. Right here. Okay. There we go. So with the data connectors, for example, you can click on the logs, section here at the top right, and you click on that, and then you can see the successful attempts on the you know, you might you might, already know this, Mariana, but if not, this is super useful. You can go to the logs, and you can see the request and the response, and you can expand the response and see what happened. So, like, oh, order canceled could not be applied. Please contact customer service. Like, that's what I got back from the API. And you can also see your response mapping if you've done that. In this case, I'm not I'm not mapping any responses. So that that gives you the ability to kinda see how the data connectors are working right from here. And then if we go I wish I could get back to task from here without having to jump two steps, but let's go back over here two steps and then train tasks. And then for the tasks, like, what I find here is, you you do have the path analysis, but because I just turned these on, wait a sec. I think I saw two flow through the other one. So let me go here. Yeah. So there's so this one has, 50% engaged, 50% completed. You can click on path analysis, and you can see, like, what the path was that they went through. But you but the thing, this is what I was talking about. Like, there's no way to go and see what those were. The only way you can see them is from the completed and engaged. I would really love to be able to, like, go over here and click, like, on here and see these because especially if you have a very complicated workflow because it's just the same view as the workflow. You know, you can't you can't you wanna see, like, why did, you know, why did path queue get enabled here? Let me go look. And I just wanna click it and go to path q, and I I can't. So, but you can see here, like, here's two sent from my task right now, and two of them one of them was engaged, and one of them was completed. And so I could actually click on this and go see what the conversation was and then, you know, explore it. And I because this is my client's installation, I don't really wanna show their their public, information. I'm probably showing more than I would want to show right now. But, because it's a it's actually somebody's email address or whatever. But, so just pay no attention to that right now, but I will probably figure out how to do that better in the future. We have, we have ways to, see this information, but I'll show you something that you might not have access to that's really, amazing. And, Pav and the team are working on the simulations functionality. You may have seen it in the tasks area. Actually actually, if I go back to task, I can show you there because some of you might actually have access to it already right here. So if I click on here and you go to, edit, and then I click in this section instructions, you actually have simulations at the top. If you guys are listening, just drop in the chat. Do you have simulations at the top up here or not? So if you're using task, go into a task, click on edit, and then go to instructions, and then you'll see simulations. But what's really cool about simulations here is you can run basically, like, unit tests or, like, these simulations against your tasks so that you can see if the task is gonna perform the way you want to. So you can, you can give it a scenario and have it run, and it'll it'll go through the process. Like, have you ever tried to test, like, a data connector or a task? It's so sometimes so complicated. You gotta ask you gotta ask the question, then you gotta, like, do the next thing and then do the next thing and, like, always do that to see if it's working. Then you change one thing over here on the left, then you gotta go test it all again on the right. But now they've created the simulations functionality, so I can I can save all my previous tests here, my simulations, and these are actually created with AI as well? So you can actually just tell it the scenario if you want, like, what you want, tell it the order ID, whatever, and you can you can set up what the success looks like. And then at the end, you can run the simulations. And so let's just say I made changes on the left, and I wanna see if it's still performing. I can hit play here, and then it is gonna run the simulation again and see if I get the same result. I can look at that. So it's queuing it up to run it now. So this is something coming. Some of you might already have it. I'm gonna go back to I'm gonna go back to their, view so I could see if you have it. But this is really a powerful way to test your tasks as you're setting them up, get all your scenarios in place, and then run them and then chain make your changes to your task, and then run it again and see until you get what you want from the from the end result. Now Pav Pav and the team are moving that to the higher level, which will, will be on the, oh, I gotta get out of this, this v so I can see it, I think. So on the on the top level in the fin area, now you're gonna be able to run like, soon you're gonna be able to run simulations on that top level, right in right in the test area. So before, most of you probably have batch testing, which if you're not using it, you should definitely use. But simulations is, like, exponentially better because you can run you can run these scenarios on the top level and test them out. And then when you make changes to guidance or other things, you can run them again and see how they do. Failed is a little bit confusing. Sometimes failed is an okay thing because you want it to not, you want it to fail in some cases. So so if you see a lot of red, don't necessarily feel like that's a a bad thing. It depends on the scenario, like, Finn answered the request. Well, if I don't want Finn to answer the request, then it's okay if it fails. But, anyways, we're talking a little bit about how to improve on that or maybe make that a little bit more clear. So let me go back to the screen because I know we got other questions, and I don't wanna, like, spend too much time here and then miss out on everyone else's questions. So, just navigating back to the screen. Okay. I'm back. Alright. Was that helpful? Was that helpful? And I didn't, get your pronunciation or your name, so I apologize. But did was that, video helpful or screenshot? Oh, cool. I I think you're talking about simulations. Okay. Okay. Okay. I'm gonna go back to the questions now. Yeah. Okay. My apologies. Do you do we wanna open polls now for, like, survey and stuff or or anything, Sarah? Feel free. Like, if you guys wanna do something like that. Okay. Cool. Just so we can get some feedback on from you on how useful this is before the event ends, and because we wanna do more of this. Okay. It's very helpful. Alright. Awesome. Yeah. Let me know if you have the, simulations in your tasks set up, and I'm I'm gonna see if I can jump on some of these other questions now. So Tim had Tim had a question. You know, feel free to answer the poll, and I I'll I'll try not to talk too fast yet while you're answering the polls. Okay. And then, so Tim Tim's question, can you, could somebody in the back room pin that up again? Because I don't seem to have that functionality for some reason on the on the oh, maybe I have to do it from the left side. Maybe I could do it from the left side. Yeah. Yeah. Let me do it. Let me do it from the side. Okay. Share. Okay. There we go. Tagging. When finna escalates, we have two main users with 15 plus key topics to tag for each user type. Would it cause issues to have different attribute issue topic for each of these users? Oh, interesting. I haven't thought about this, but let me think about it a little bit right now. So you have two main users. So when you say two main users, Tim, you still with us, by the way? If you are, drop something in the chat. Do you wanna if you wanna couple of them on stage, you can raise your hand as well. You wanna you wanna come up on stage and talk about this a little bit? Yeah. Raise your hand, and I'll bring it up. Perfect. Amazing. This is great. Everybody's been really open to being on stage today. That's I love it because it's more nuanced when you get voice and get a talk back and forth. So alright, Tim. We got you. Oh, maybe we we have you. Maybe still connecting. Okay. I I think I hear you now. Can you hear me? Got you. Yep. Okay. We've got two main users, and they're stacked, and and this is one of the things that's causing us some challenge. And I admittedly, Sure. we're on the we're on the front end of our journey, so probably novice. questions. But, No worries. There's no stupid, questions here. yeah, so we have all all of our users are what we call members, but then we have another tier of, members that, are also hosts. Okay. And when a when a host needs support, we want Fin to be able to recognize that, the user is a host and not treat. them as a member. Yep. Right? But when a. member writes in, we wanna make sure that they don't get host answers. Right? So. we're we're we're. navigating through that, and I think, actually, I'm in San Francisco for the, workshop FIN workshop tomorrow. Okay. So, hope to get some more insight, along those paths. But this question has to do with, we were given some advice by the Intercom. rep, to be careful not to use too many attributes, Yep. to give Finn too many options, outcome. options, and then also make sure they don't overlap. Those that that sounds I mean, that's understandable. Yep. My question is, like, we have for the end inbox, when it fin escalates, we wanna tag these, and each of these users have different, lists between fifteen and twenty, topics issue topics. that we need them tagged. But. but some of those topics are the same. They're redundant in the two lists. Okay. So some some of the advice that I got was we wouldn't I'm thinking, well, I would just create two attribute lists, one for host and one for but because they overlap, they're some of the topics. overlap. They were concerned that it would cause some problems for Finn. Sure. Yeah. I have some? thoughts on that. I I yeah. I have some thoughts on this for you. A couple different things, though, first. Like, do you are you passing anything from your app to intercom already that tells tells us that that person is a host? So we already. know that or not? Okay. Yes. Okay. Cool. So in that case, like, I think you can use audiences for this, and you probably don't need to worry about using a separate attribute list. Just make one attribute list for all the things that you need for both both people and then use audiences. to sort of, like, gear towards where it gets routed and and how Fin answers, the questions. And just use the the issue type to or issue topic to guide Fin, on the topic, but then you'll know the you'll know the type of user by the audiences. So when you say users, you mean, like, personas, basically. Right? Like so you've. got, like, you've got this persona that's a host. You got a persona that's a user. And, and do you wanna make sure the hosts are getting that helpful information for host and that the other people aren't getting host information because that'd be totally confusing? Correct. Yeah. I think I think audiences is probably your best bet here. And also the other thing is you don't even necessarily need audience like, you don't necessarily need audiences because you you can say, when I was showing the fin task earlier, you can you can say, like, if, if the user has this on their profile, like, if they have this attribute on their profile, which is host, then, you know, treat them as a host or, like, the you know, use the host content. I'm trying to think of other ways that that could be useful as well. Like, in the, yeah, audiences, I think, is your best bet. Make an audience for the host, and then use that audience to gather the content that's only host related. And then when Finn's answering, they'll Finn will know it's a host based on the pro this information on the user's profile. Right? And then they'll. they'll answer accordingly. And then your attributes can be whatever you want for all the issues. Because because the like you said, the host might have similar issues to the other person, but the way you handle them might be different just because it's it's a host. So as long as you know it's a host and the and the topic, then you should be good not you should be good to to handle that. Does that make sense? Is that is that clear? Have you played with, audiences? Do you or or yet at all? Or. Yeah. okay. We're just setting them up, but, I'm I'm still I'm a process guy, so I'd like to understand as. much of the process upfront so I don't I don't have to rewrite this, like, five times. I'm not afraid. of. doing that. I love this stuff, but, Yep. kind of under under also under a deadline. So kind of that's the reason for asking here. Yeah. Yeah. I know. It it makes a lot of sense. I mean, that's the main reason for the office hours because we know you got if you I the way I feel is you already have a full time job, maybe multiple full full time jobs in your current businesses. And, it's like you don't another full time job to learn intercom. Right? So, in. my opinion, like, I'm I'm I'm learning it every day, but also it's changing every day. Right? So it's very it's very hard to keep up with everything that is happening with it. So, yeah, this is what we're here for. So I think, like, if you wanna experiment with it, we're here next Monday again. So. experiment with it and come back and say, like, hey. I got stuck or or, you know, like, oh, yeah. I got it working. Then you can share. We can celebrate with you. Did. you I can show you. some stuff around audiences if you want just before, before you would you. use you you mentioned tasks. I mean, can you use tasks for something like this that's not data connector related? You can, but, my advice is don't because, Okay. because Fin this is just my from my experience using it, Fin doesn't respond the same way inside task as it does outside of task. And, sometimes that could be complicated. I think you you don't need it here because if you get audiences set up, you're good. You're you'll be good to. go. And the audience is not too difficult. I'm gonna see for some reason I guess because the poll's up. Okay. There's the results of the poll, by the way. We got we got 50% saying, quite useful. Not too many votes on this one. 50% saying very useful. So 50% saying quite useful. That that's cool. That's good. But I think, yeah, obviously, not a lot of numbers on the response there, so it's hard to tell from that. Do we have another poll that we were gonna run as well, Diana, or we already ran both of them? Oh, good. We got Diana and Sarah helping us out in the back end there, so shout out to them for for, helping power the back end for us. Seems like we didn't get everyone to vote. I don't know if we can run that again, but that's that's fine. People are probably busy listening to the answers, and maybe I should've given them more time to do that. If you haven't voted yet and you still see the poll oh, it's gone now. I was gonna say if you still see the poll, vote. But, again, they put it back up. So if you guys if you guys can, it would help us a lot to to get feedback on this, because the intercom team is wants to know, like, do you guy is this invaluable to you? You know, are you are you gonna use it? Will you come back another week? Those kind of things. So feel free to fill it out. I mean, we're okay if it's not sure. If you're not sure and you're not it's not super useful, fill out whatever you really feel. But I I'm not trying to press you to make it very useful. I'm just saying, you know, feedback is good. The Tim. So, Tim, let me let me I can't, yeah, I can't get in the screen share while we have it on the screen. So I'll just wait a minute here. The in the audiences section so under FIN, if you click on the FIN a AI agent in the left sidebar and then you go into, FIN settings, I believe, yeah, I believe that's where the audiences section is, and you can build out the audience for the host. And then you can also, in the content knowledge base area, you can also use, the audiences, and the guidance can also use audiences. So if you if you look at it from that level, all your guidance can be geared towards audiences too. So that allows you to get a lot of control over, how Fin responds to different things based on who people are or or what their role is. So I I think you will have more than enough power there. Of course, I'm happy to jump on a a call sometime and talk about it as well if you wanna, send me a DM from the community. And another reminder to everybody, if you if you're not part of the community yet, this is these are great places to ask these kind of detail oriented questions too because then we could put screenshots and stuff like that in there too. Yeah. Was that helpful, Tim? Anything else you wanted to ask? Like No. That's that's great. I really appreciate the help. yeah. No problem. No problem. Yeah. I've I've been there, done this, so I know. But I also don't know about the warning about not putting too many, attributes in. I mean, I've got some clients where we've got a lot of different attributes in, and we have, like, conditional conditional levels on that logic. I think it's mostly the overlap. Oh, that is your biggest concern there. But I wouldn't be too concerned about, yeah, you know, putting things in their sentiment analysis and, like, issue types. And, we go we go, like, four levels deep on one of the one of our clients' issue types where it's like it starts at the top level, then we say, okay. This type of issue, okay. When you know, once you got that issue, okay, what is it within that issue that's the issue? And then, okay, oh, within that issue, what's the issue? Like, we do that sometimes. So you can definitely go deep on the attributes. Just be careful on the overlap. Yeah. Okay. Thanks again. Cool. Alright. I'll let I'll let you I'll let you jump off the stage, and we'll see who else we got, hanging around that wants to talk or see what other questions we have here. We're going a little bit deeper and maybe not as wide on this one. Well, I think we got to most of the questions here. Well, I feel like there's one more. Mariana had the one about data connectors. You had another one. Oh, no. You just had double. It was posted twice, and I think about data connectors. Okay. So we have some time. Anyone else have questions or or comments or I'm glad to hear that, Tim. That's that's cool. Yeah. I mean, a lot of people, I think, were in a, like, a silo. You're working on this on your own, and you you don't have direct access to someone. And, like, reading the help center articles or getting answers from Fin is really useful, but sometimes it's like, you know, practical real world experience is is, like, much more helpful. Right? So it's like just to know, like, okay. I'm I'm heading the right direction or I'm not. You know? So just gonna scroll up and see if there's any other questions. Drop any other questions you have in the chat or in the q and a if you got anything. I can stick around longer if you wanna talk more, but if we if we've handled most of your questions this week, we can you can come back next week, and we'll figure out the questions that you have. I know we got a little bit smaller group this week, so it was nice to go deeper on some of the the questions and show you actual, you know, information there. Okay. Another question. Any tips on best practice for managing snippets? We have a lot of them, and I'm thinking how to best organize them. Interesting. Yeah. This was a question last week as well on the on the on the, office hours, and I think a lot of people are kinda struggling with this because Finn, because in their especially in their early days, we're encouraged a lot to put lots of snippets in. And now I think yeah. Thanks for putting that on the on the screen. My apologies. I'm still not in the rhythm of that. Yeah. In the early days, like, we were a lot of times, like, snippets were the big thing. Put snippets in for everything that you don't want on the in the articles. I would say now I would I would gear you more towards the guidance if you if you can. You know, feel free to call the, you know, the, you know, feel feel free to call those snippets and and weed them down to what's really necessary and move as much as you can over to the guidance. And I think, like, the the guidance area gives you a lot more control over what FIn's gonna do with that information. And then the other thing is, like, there's a suggestions area. I don't know if you played with the like, looked at the suggestions area, but suggestions often, like, pulls it together a bunch of snippets into articles and allows you to kind of bring that into a larger, piece of content. And I think that's actually, you know, another another good way to do it. Start start moving that relevant content that's in snippets over into that or into guidance because then it's then it's in your face more and you know you have it and it's and it's very particular, like, about what what it is. Is it is it, is it for clarification? Is it for escalation? Is it for, is it for specific, guidance under other? I have a lot of stuff under other a lot of times, but it's there and it's searchable and it's easy to access, and you can turn it on and off to see how it, in fact, impacts things. So that's that's my feedback. But I do think that, like, snippets can be helpful, and they do they do pile up. And I do think that maybe the Intercom team needs to think a little bit further about how to manage those better and how to potentially archive them or or or, decide if they're useful, like, how often they're being used and if it's useful. Do you do you run into issues with the the snippets, Mariana? Or do you and if you wanna come back on stage and talk a little bit about that too, that's that's possible. Yeah. Okay. I see the hand raise. I see that hand. Sorry. I have to do that. Cool. Hi again. Yep. Yes. Yeah. So. we. have a bit. of an we have an a bit, of an issue with the snippets because sometimes ping confuses guidelines, like, content. guidelines because I added some additional information there, and I already got feedback that this is not how it should be used. So. I'm trying. to remove that content guidelines and instead. put it into the help center as much as. possible. But I'm good idea. to keep some of the snippets, and I was just wondering, if it's a good idea to just have a couple of them but more thorough, so add more text, into them. Because this way, Mhmm. when I'm changing some content in the help center and I need to find what to change, in the internal sources, it will be. a bit easier for me, but I'm thinking if it will. influence how Finn finds this information. So if I put, Yeah. for example, 20 tips, on one subject into one snippet, then would it work the same as having 20 separate snippets? You know? Yeah. It's a good question. It's a very good question. I think it I think my my answer would be it depends on the type of content. Like but I think Fing can I think Fing can handle it all in one if you wanted to put it there? But then I guess the question would be why not make an internal article? Is it, like, is it internal information, or is it external information that you just don't wanna have in an article? So some of the information we would rather keep as snippet because it's very rare cases. So we don't want. to have it in the help center because then the content makes sense. be a bit too much. And some of. that. is just some, workarounds, tips that we don't necessarily want to make super public. But in case the customer. asks specifically about it, we still want to have that content. So this is the makes sense. case for which we want to keep some snippets. Yeah. But on the other. hand, yeah, we're working very hard on limiting the number. of them and putting as. much into the help center as possible. Yep. I think that sound I think that makes a lot of sense. Like, I I think that makes a lot of sense. My suggestion would be you could try you could try it, in one thing and see how it works, just and then they'll. know. But it might be easier to manage. It might be easier if you just focus that. Like, it's stuff you know what the features are and maybe make some folders on the sidebar for the snippets, and just be like, Mhmm. these are snippets about this, these are snippets about that, these are snippets about this, and then you have the folders of them, and then you'll just you'll know where to go to, like, tweak them. Mhmm. That could be that could be one other way to organize them. You also can turn off snippets. Like, you can actually go in and, like, select them all and disable them. So if you do find that they're, you know, causing problems, but you wanna move them over slowly to some other way, you can turn off all the ones you want in in knowledge so that they're not being used by FIM, but they're still there. If you're not not Mhmm. you you don't wanna you don't wanna delete them right now because you wanna move them to somewhere else. But, you know, does that does that help at all? But I I do think, like, most. time I'll. experiment. with I'll I'll experiment with stuff like that. Like, I. wonder if this would all be good in one document, so I'll do it, and then just see what happens. You could just turn all the other ones off, move them all into one document or one, snippet, and then see what happens. And. if you like the way it's responding, try, then great. If you don't, then just turn. that one back off and turn the other ones back on. Great. Thank you so. much. Hey. You're welcome. No problem. Thanks for coming on stage. Oh, I got I see you got another question from Mel. I'm new to Intercom. Which is the best report for to pull all our knowledge articles to review? That's a good question. That is a good question. Like, there is an article so there is an article's report. I don't know if it's so useful in this particular case because you can't, like, see the you can't really see the full articles. You just see, like, the ratings on the articles and things like that. Earlier today, we were talking about how you can't really use the MCP to connect with articles, but I think that would be a really good use case for them to expand the, MCP, exposure to the, two articles so that you could get a report on the articles. You could ask questions about the articles. What is it what's your main do you wanna if you wanna come on stage and ask talk about this too, feel free to raise your hand. The what's your main use case here? Like, you okay. Perfect. This is good. We'll go on stage. It's much easier. Okay. Can yeah. I think I got your mic. Okay. You got me? Yeah. I got you. Okay. Yeah. So as I'm actually looking at, so we wanna better provide, customer experience, right, and so what I wanna try to do is look at all of our articles that we have for our clients and be able to pull pretty much everything and start doing a lot of, like, quality assurance with those specific articles. And so I want basically it. a total number of articles, And then that way, I can basically, you know, based on the number of articles, I can make changes, Sure. and go, but also. to a broader number, like, what all we have and be able to start kind of pulling that one by one and start to kind of, like, dissect. And. then if I'm making changes, is is there kind of, like, a up a bulk upload to where I can just, like, make all these changes and then massively update all of these. If if that's an option, then great. If not, then, you know, obviously, I can do them one by one. But I would at least, Mhmm. Yeah. you know, if you can recommend a a report where I can pull all the articles so that way I can start, you know, honing in on that on that, on. that specific topic. Yeah. It's it's interesting. So I think this has been kind of a common, common complaint from some of the people in the intercom community that, like, it would be nice if there was a little bit better, tools for this kind of thing. I can't I can't answer definitely definitively right now on if there is a way to explore all the articles and reupload them again. I feel like that's a conversation that's gone back and forth with some people. Like, I use, I think if I I'm a be a 100% honest. I'm not a 100% a 100% sure the answer, but I think that the answer is you need to use the API. And that's not always a fun answer to give people, because then. it means. it it means more effort. But, the good news is, you know, AI exists now, and it might be a lot easier to accomplish this goal than it used to be in the past because you'd have to either, one, get a developer involved to get it done or something else, or you'd have to, you know, somebody would have to build a tool. Now I think it's it should be much more much easier to potentially use AI tools to just basically connect to the Intercom API and get the information you want and and then push it back up again. So, yeah, I would say I would say that's probably your best bet to look into is, like, I don't know if you're using AI at all yet or or already. Yes. Yeah. Okay. Perfect. So do you have you do you use Claude? Or do you or what do you use? A chatty bitty? Or Yeah. Like, Chat GPT, Perplexity, okay. things like that. Okay. Yeah. Cool. I've worked. with different platforms where, you know, you have, like, service like, the ServiceNow, the Salesforce, things like. that. And so. with this specific platform, I'm trying to find that same type of functionality. Yep. You guys may or may not be there just yet, Yeah. and I know that you're kind of, like, evolving. Right? And that's great. Sure. Yep. But, yeah, just for me, for the purposes that I need, you know, to be able to, you know, show best of class for our clients and things like that, that's where I need to kinda hone in. So, I understand completely. I. I think for the kinds of things you're trying to do, the m the MCP will be really interesting. So the model context protocol, if you're familiar with it, it's already it's like, Intercom already has an MCP that you can chat with the inbox. Uh-huh. But the the thing that's missing from that right now, just from the conversations we've had today, I think, you know, Jordan earlier and then now talking to you about it, it would be amazing if the MCP could see the articles because then you could just say and I I. have to double check. Like, I you know, you could just say, like, hey. Give me a list of articles that we have, you know, or, like, whatever summary of all the articles and what the the top the access ones are, things like that. And then you could just talk to it about those articles. And then you could say, you know, have rewrite these articles, you know, and then, okay, push them back up or whatever. But I think you should be able to do something like that with plot code or, you know, even, codex from, from chat g p t, from OpenAI. Like, you should be able to tell it, okay, get your get your API key from Intercom, the developer side of things, put it into these tools, and then say, okay, I wanna talk to the intercom API about getting all these articles down into a CSV file or into some sort of format you could you could. look at. That. that being said, though, I'm just shooting I'm shooting from the hip at this point right now because I don't know if we are if there are already some tools. And I'm not, like, I'm not, I don't I don't work at Intercom. The one thing that this whole goal is with the the community is that it's community led, community experts. And so I'm I'm, external from Intercom. So I'll have to ask some people in Intercom team about this particularly, but, I do a lot more work with the AI and not as much with the article side of things. We do a lot of, like, drafting articles and and adding them, but, this is a this is an interesting case that I've seen in the community several times. So maybe I can are you in the community already? Are you you a member. of Yes. okay. I am. But if there's someone that. I can obviously reach out to or they can reach. out to me, that'd be great because I I will. need the the answer sooner than later. Yeah. Well, what I was thinking is if you're in the community, we might what we can do is we can I'll I'll take a look for your your user there, and I will try to see if we can find some art some other conversations in the community related. to this topic and send you links. And then you can have a starting point for, like, what exists currently, you know, to solve your problem. And then, like, then the other side is, like, well, how can you do something with AI potentially to do that? I do think it's gonna be possible, and I really wanna talk to the team about, you know, opening up the opposition to connect with articles with the MCP because I think that would be a perfect use case for what you're trying to accomplish right now. But there's there there are some tools in the knowledge base. Like, you've been you have two ways to look at the knowledge that's in Intercom right now. One, you can go to the help center and see all the articles. there. But then you can also go into the knowledge sources, and you can see all the articles that way. And in that view, you can actually see, like, all the articles, not even the ones that are in the help center, but ones that you've connected to Fin from your website or from other places. And so that that list of knowledge, sources, like, can, I'm just gonna unpin this, message so I can share my screen for a second. Okay. One second here. Okay. Stop sharing. Okay. And then I wish I could just click the share button, override that so I don't have to go find it when that happens, but that's okay. Okay. So I'm gonna jump back into here for a second in one of my client setup. Actually, I don't know if I can get there from that one. Let me go here. Okay. And then go here. It's loading a little too slowly for me. Come on. I might have to refresh because it's taking too long. Oh, there we go. Okay. So now knowledge sources. Let's go there. So in this knowledge sources view here, for example, if you go to the top level, you can see, Mhmm. like, how many are how many articles there are. Right? How many internal articles, how many things are macros you have, things that are synced from the website, although this one can't see because it's syncing at the moment, How many snippets? So this would give you an idea of all that stuff too, but I don't I don't think there's a way to export all this, from here. So you would just kinda be. looking at the list of it, you know, and then you can go to the help center, you know, over here, and this is probably where you'll see, like, more of the list of things that you, you have in all the different sections. But I yeah. I'm pretty sure we don't have a way to export this this information. Yeah. So you you would have to use API probably to do that. Actually, one other way you could probably do it let me just see if they have a data export. Let's just double check. Let's see if the data export has any no. This is just tags and import exports. Let's see. Export data, new data export. That's. API did. look at that. I did look. at, like, sports and or, like, kinda, like, in the. area, and I'm like, okay. Yep. There's not, like, a, No. No. It's not an easy way to do it. format where you can, like, select the different areas and be able to customize. Right. Or by. the very least, like a generic, generic report that says, okay. Pull all knowledge, knowledge, and then that way I can start looking at all the articles and be able to pinpoint. specific. ones I want that I can go back to, For, sure. individually. Like, if that's that would be the key. If that was, like, an option, then that would be just great, you know, at least a starting. point for. so take a I'll take a look at what people have found in the community to see if there's any solution. I'll try to send that in a in a DM. The, there there is the App Store that has there's a number of different apps that work with intercom. You may be able to. find something here that would what's would help you with some of that. I I can't think of one off the top of my head that would do that. The but with the, developer hub, you can definitely do it. Like, you can definitely pull it from the API and push stuff back, like, so you could pull it all down and push it back up. But the only problem there is, I know that from previous conversations in the community, there's some formatting things, like, when you push it back, if you edit it and then you push it back, sometimes you you have some issues with formatting. So I'd wanna I'd wanna look at the. community, the community stuff to make sure that that, you you know, you don't you don't run into the same things that other people ran into. So for those that are part of the community, you can go community.newcom.com. And then, Mhmm. in here, you can look around for, articles. And I I'm a 100% sure you're gonna find a feature request related to what you are talking about because I know that, a lot of people, have run into things about, about this. So, we just have to see you can you you can import articles from other places like Zendesk and stuff, but I'm not sure how much you can do with, exporting and reimporting. Let's see. Exports articles. Yeah. How do you how do you so there's information yeah. So there's quite a few questions array related to this export articles in Google Docs, export articles in the knowledge base, start articles report. So I think if we go down this rabbit hole, we'll see where we're at. Here's one here about how do you actually export them using API, and this may be where you you you end up, falling into. If you can't find the tools you're looking for. You might be able to do it using some of this information here. And, again, this is where the intercom community can be really helpful. You can ask a question like this, and then somebody can send screenshots and links and and things like that. But here we can here we can talk about it, but it's a little bit harder to give you the. details. No, worries. Yeah. I. can, Yeah. yeah, I'm can difficult there and it. and poke around. this link in the chat because this. is be great. all that stuff. Yeah. So I'll be great, back. over you. there. Yeah. No problem. No problem. Thanks for thanks for your questions. Like, it's it's it's definitely, helpful to hear them and see if we can, like, learn from each other. And, hopefully, we can find you a solution that's better than just. stabbing in the dark on these things right now. Yeah. Yeah. I appreciate your help though. Yeah. You're welcome. You're welcome. Thanks for coming on stage. Alright. Okay. Yep. Okay. Well, we're past our time now, and I'm I'm okay with that. And I just wanna see if anybody else has any questions. I I think, so far oh, we got another question here. How are how are my backstage crew? Are you are you okay to go a little bit longer here while we can, answer a few more questions, or you need to we need to wrap it up? Can we can we continue? Yeah. We're all good, Diana. Okay. Cool. Okay. So let's, see. I got I got at least one more question that I saw from let's see. Scrolling back up. Okay. We are currently so oh, wow. I'm I wanna know if you wanna come on stage because I don't know if I can pronounce your name, and I wanna know how to pronounce it now. Now. I'm not even gonna take an attempt because I have a feeling I'm just gonna not do a great job of it. Do you want, do you wanna come on stage? The the your question here is on on the screen. If you wanna come on stage, raise your hand. If not, I'll just try to answer your question on the screen here. So we're currently using buttons for, specific cases on our workflows, but I was informed that they will disappear in the near future. What is the best way to suggest to replace these button options? Interesting. One second here. Oh. Oh, thanks for tagging. Thanks for tagging. Oh, we got a hand raise. Perfect. Yeah. Let's go. This is, like, 99% of the reason why I want you on stage right now is just to understand how to say your name. So let me know when your if your mic is working, we'll see if we can get there. I'm not hearing anything right now. May have to get permissions to the browser or something. We'll give you a second there. Well, anyways, this start starting the question, I just wanna say, like, I'm not sure that the buttons are going away, and that that that is an interesting conversation. If if they are going away, what does that mean? Is the workflow they're going away? Or, be curious about where you heard that and what your what that thought is about. If it's about workflows, I mean yeah. I I mean, a lot of times for us, I try to lean people away from buttons already anyways because, to be honest, the buttons, could be sometimes so limiting for the customer. When the customer's coming in, Fin is much more open. People can just ask any question they want. They don't have to, like, navigate down a path. But sometimes there's a really good use case for buttons. And, I mean, I know some people are trying to keep their cost down with Fin sometimes as well, and so they use buttons to to to kinda make a workflow that, you know, doesn't involve fin. But, my knowledge, buttons aren't gonna go away completely, but if they are, that's complete news to me. But, not something I'm so worried about. But I would like to know more about what, you're what you're needing the buttons for right now. So, let's see. What's the best way to just to replace these button options? And so I would say, like, for me, if you get your mic working do are you having problems? If you wanna drop in the chat, like, are you are you having problems getting the mic working? Maybe refresh the screen or something. I don't know if that would work. Once you set your permissions, sometimes you have to refresh. Yeah. I don't wanna ask the question further without without you here, though. Okay. I can can you hear me? I can yeah. I got you. It's coming through, I think. I heard you there for a second. Say something. Oh, I lost you again. Anybody else also use a lot of buttons? I'm just curious. Okay. I'm gonna ex accept you on stage again. Let's see. Hello? Hey. Yes. Got you. Sorry. I just it was, I guess, stuck, the the button. to join the stage or something, but after Yeah. No worries. yeah. No worries. First of all, my name is pronounced as. Do you do you. do you do you? Nice. K. Google. Nice. And the information, I didn't get it from someone from Intercom officially, but, Okay. like, the discussions in our team, we were informed that Intercom is more, is going to focus on more, like, human like communication, and the. buttons, disappear in the future. Okay. So. Okay. we have to, remove our our buttons and use something else that can replace it in the future. Sure. Because. we're using our buttons, like, and they get routed to different inboxes, team inboxes. now, Mhmm. like, for, like, reporting bugs or if they have, like, a. general question, or. if they have integration questions. So everything has their own button, but I wonder. how else we can use it, like, for example, by. guidelines or, like, something else. Mhmm. So I would like to. know, The best, what the the best thing the best thing to use would be the the fin attributes. They used to be called, AI categorization, but now, now now they're calling it fin attributes. So, basically, what you what you do with that is you can detect what the customer or what the user is saying. And based on what they say in the chat, you can give it a category, and then that category you can use to route, route things around. You can also use escalation guidance or for routing. So, like, if you if you, have some guidance in there around escalation for a specific thing, like, okay. This is troubleshooting and you need to escalate it. You can use that escalation guidance as well to route it certain places. So if the guidance says, you know, if the user talks about cancellation, route it to the team, then you can go into your work your workflow and you can say, if, someone if if, escalation guidance for cancellation is used, route it here. You know? And so that that allows you to remove the buttons and, I don't know because you were refreshing, and I'm not sure if you heard, but I I agree. Like, I honestly think that it's better to leave it open for the customer to just type about what their problem is instead of, Yep. like, buttons sometimes because we assume you know, we kind of assume the workflow that the person is thinking about. Like, you know, click this button and then click that button and then click this one and get to where you are. But sometimes they get stuck in there and they're like, oh, I clicked that, but I don't see the option I want. And, then you always have to have, like, an other or, like, you know, something else in there, and then it kinda messes the workflow up. And so it's nice when you can just they can just ask the question and the cat AI categorization can pick up on the nuance of what they're saying and then route it to the right place. Do you have you seen fin attributes at all? Or I have, but I wasn't aware that I could use them on for workflows. So I can just link them to my workflows and then. route into the correct inbox then. Exactly. So once you get the attributes running so it's, like, the the AI attributes to basically detect it on the each message. And then once you have the detection, you can say you can say, in your workflow, it's just, oh, when it's routing to the team, if it's, you know, technical support, route it here. If it's billing, route it there. And so they don't have to click a button to say billing. You can tell by the kind of content they're sending that it's billing. You know? Okay. That's yeah. Yeah. It's it'll be a lot of work, obviously, to, yeah. like, figure it all. But, yeah, I think, yeah, it. I mean, it's it it's yeah. It's it takes a little bit of time to set up, but it's not too it's not too much work, I don't think, because you just especially if you have buttons in place already, like, you kinda know where you wanna route things. You can basically just I can show you actually an example. One sec. Let me, Nice. let me stop. Yeah. Let me stop sharing this q and a, and then I can, sec. Sorry. Okay. Stop sharing that. And then share my screen again and jump over here. I'm just trying to think of if I have, camera if I have AI categorization in this particular client setup. Let me just double check. Attributes. Yeah. We're not using in that one. Okay. I can show you. I'll just go into my own, I'll go into my own setup. I don't think I have these running in my own setup right now, but I can just turn it on in a dev environment to show you the concept. If I can find it. Oh, I know. I can go here. Inbox to action. Okay. So I don't think I have let's just double check here. Thanks for your patience while I'm getting there. Attributes. Yeah. Okay. So so here under attributes, basically, you've got you have some templates already. So if you click on, like, templates here, you get a list of them. Or if you haven't set any attributes up, you have a list here already. I'll go up to this one because this is very confusing because a lot of other intercom screens, you have a new, and then you click on it and you have template underneath it. But this one, you have to click on the paint icon to do it. So I'm just highlighting that because it'll probably be confusing when you get there. And so you can route by different things like issue type, for example, is a good example. If I click on that, it automatically is creating a template called issue type. And it says, okay. This issue type identifies the primary purpose of the conversation type, type focuses on intent, not tone or importance, and should reflect the single most dominant objective expressed by the customer. So this is already prebuilt for you. You don't have to do anything with this, basically. And then under values, this is where you probably change them to fit the values that make sense for what you're working on. But the default one's here, complaints. So it's like, okay. Message reporting a problem, you know, request, message asking for something, question, message seeking information, and then, like, help. And so each of these are basically, variables that you can use in your routing. So once you've got that set up, I don't think it's disabled right now, so I need to enable it in order to show it in the other screen. So I'll just enable that, and then I'll go to the workflow section and show you kinda, like, how that how that can work. So if I make a I'll just go here. So I'm in a workflow. I can say I can go here like this. Okay. So when I'm escalating it, I basically can k. I don't wanna set a lot of double click. Okay. So I can basically go here and say branch, for example. I can say branch is, and then I could say issue type. Right? Because that's the one I added. So here you can see the little fin icon. So this is a fin issue type, and I could say, okay. If it's a request, you know, so done. And then I could say if it's a request, route it to here, you know, wherever you want it to go. So assign it to, you know, me, you know, or something like that. It's and, you know, if you had a team there, you could set up a team. I don't think I have teams on this account. But so you can you can basically just say if it's issue type, that's a request, go here. If it's and then you can set up another branch to say if it's a different type of issue, you know, issue type, complaint, you know, rub that to in this case, I'll just say, like, we can say, you know, anything you wanna do here. You could pick any normal way you do it. You could even do something where you send it to, like, an outside service or you you make it into a ticket. Right? So now it's like this. I can make it a ticket. And then anything you normally would do in a workflow, you basically just use these as the button choices. Right? So it. it'll automatically detect from the person's first response, you know, so you've collected the customer reply. And then based on the customer reply, it's gonna, like, categorize it, and then you can move it where you want. Okay. Does that make. sense? That's yeah. That's that's clear. I wasn't just aware that branches I could use branches. for, like, I think so that's. made. made it clear. Thank. you. Yeah. You can use branches and you can use rules like, I think I don't I can't remember if rules have access to this or not, but oh, wait. That's a branch still. So if I go over here and I make a rule, I think rules can also access this. Let me just double check. Issue. Yeah. So if you know, say if issue type, then this complaint, then do something else, tag a person, for example, or, you know, whatever you mark as priority. You know, you you have access to those same things. And then, the other thing you can do here is you can also do, guidance. So if you if you do, oh, wait. Escalation. Yeah. So escalation triggered. So you see if escalation is triggered, you can oh, wait. That's escalation triggered. I think what I wanna do is go here under branches, escalation. Escalation. Okay. So escalation is, and then you I don't have any escalation guidance in here, but imagine you had escalation guidance. You know, escalation is cancellation refund or something. So you choose cancellation refund, and then you can and then you can set where you want that to go. You can say, oh, if it if it was if it hits my escalation guidance around cancellation refund, I want that to go to the owner or something like that. And then, Yep. you know, and then you're then you're done, basically. That's great. So thank you so much, by the way. Oh, yeah. No problem. let's see. Sometimes, like, it can result maybe because we have written the things incorrectly or, like, gave the wrong instructions. It can route, like, I think, like, to an incorrect inbox, for example. Yep. How. should like, where do I know which decision, like, making Oh, process, the system has used to route, specific. That's a good? that's a good quest that's a good question. So, let me see. How can I show you if I can show you one of these? I can't show you exactly what you're talking about, but I can show you some of what what, what you're asking. One second here. I gotta share my screen again. How are we doing? We still got some other people hanging out. I don't know if there's any other questions, but how is is this useful? Do you guys have any other questions around the same stuff, that we're talking about here? Feel free to drop it in the chat. I'm just gonna go back into this other screen now. Okay. So so I can't show you exactly the same thing here, but, basically, under if you have this, three dot menu, go here and turn on show conversation events. You can see what Finn is doing because it'll say, oh, go Finn set the language to this. Finn asked for the email address. You know, this was assigned by yourself. If I go I would love to go into one of my client setups right now, but I can't really show that here. But, essentially, every time Finn does something, it shows you in the in the thread under underneath the messages. So it'll say, use this guidance or use that, and it'll say, it was thinking about this or was thinking about that. You can expand that and see what it was thinking so that'll help you understand, what to do in that scenario. The does that does that make I don't know if you've noticed that. Like, if. you go to. the improve workflow mhmm. I reactivate use these these ones, like, to go, Yep. to the field where we were wrote, like, where, Finn has used it, the guidance and everything. Yep. But I was wondering for. the new area that you have shown, it does the same thing then. Yeah. Exactly. Like, so if it it assigns an attribute, it'll show you that it assigned the attribute there, and and it'll it'll kinda. tell why it thought that that was what it is. It's like, I think this is technical support, and this is why. And then you could look at it and say, oh, I see why I thought it was technical support. I need to I need to tweak my guidance. I need to tweak my description. And, the descriptions, something I didn't mention. But in the attributes, when you're writing them, you can use AI to write those. So you can just basically say, hey. I need to make a list of attributes and I need to define them so that, you know, AI so that Fin will detect them and know what they are, or know know the different types of things. And you can ask AI to help you write it in a way that'll be useful there. You don't have to necessarily, like, do it from scratch yourself. So you can just say, like, these are the types of issues I have. This, this, this, this, and this. Can you help me write descriptions so that it'll it'll better identify these things? And then you put that in the descriptions and the attributes, and then you're good to then you should be good to go. And you could tweak them from time to time if you find that they're routing incorrectly or something like that. Mhmm. Okay. That's clear from it. Thank you so much. Yeah. You're welcome. You're welcome. Thanks for coming up on stage. And, Yeah. unfortunately can you say your name one more time? Because I already forgot it was the answer to this question now. It's. Do we go? Do we go? Where? Oh, okay. I wanna ask where you're from now, but, it's you're not. in Turkey, are you? I'm not I'm originally from Turkey, but I'm working in. Belgium. Oh, Okay. yeah. So the name the name definitely seems Turkish to me. That's why I was wondering. Yeah. Okay. Cool. Nice. Yeah. I spent some time in in Izmir in, in, I'm from. there. Yeah. Okay. Cool. Oh, I love Iz yeah. I love Izmir. I could easily live there. I was there for, like, two months. Love it. So this is great. Nice to. hear. Cool. Very nice to meet you. And, yeah. We're we're gonna like, for everybody who's still here, we're we're gonna be doing this, like, every Monday so or, like, you know, every week. So if you have other questions or you get working on this and you get it working, come back and share about that too because, you know, it'd be good for other people to see that you got an answer and and that it's working and that you learn, you know, you learn something. I think it'll help other people feel more comfortable doing some of stuff that, you know, you sound comfortable doing, but other people, you know, other people may not be comfortable with that yet. So Thank you. mhmm. Yeah. Thanks. I'll let you I'll let you go off stage, and. I think we can probably, wrap up here unless anybody else has other questions. How are we how are we feeling? Does anyone else have any questions? I just looked in the q and a. I don't think there's any other ones added since our last question there. So I'm I'm happy to wrap up. I really appreciate all the time, that everybody spent here with us and, that coming on stage as well, not just like, text. And I hope we can do it some more in the next, you know, next few weeks and or time. You're very welcome, Mariana. I'm looking forward to hearing how that goes as you get things working. And, yeah, definitely DM me. You'll see my little face on the side of the intercom community. So, you know, feel free to DM me in between and let me know how things are going. And, if not, I'll see you back on a community meetup in the future. If not, next week. No pressure to to show up every week, but if you need us, we're here. You know? So that's the goal. So I'll I'll sign off with that. Thanks so much for filling up the poll and and asking your questions. And next time, maybe I'll come on stage. Okay. That sounds good. Yeah. Yeah. Yeah. For sure. Sorry. Did I did I did I not did I invite you on stage, or did I not invite you on stage? I apologize if I didn't invite you on stage for that. But we'll get we'll get you next time for sure. And then I can actually figure out how to say your name correctly too. Because, like, I peep nobody says my name correctly except for maybe Americans, but, I get a different one everywhere I go. So I okay. Yeah. You were hiding from us. I know. That's okay. I'm just playing with you. No. No. It's good. It was good to see your it's good to see your name again because I know you're on the previous one, so it's nice to have people coming back a second time. So, alright. I'll wrap it up now. I think my backstage crew is gone already, so I'll just say bye from everybody. See you next time and see you in the community. And, thanks again for being here. I'm gonna send in sending a little bit of love from the Intercom community. Alright? Alright. Have a good one.