Name: Community Meetup Office Hours
Uploaded: 2026-01-05T17:17:04.286Z
Duration: 1 h 14 min 28 s
Description: Community Meetup Office Hours

Transcript for "Community Meetup Office Hours": What's up, Intercom community? How's everybody doing? We got a lot of, we got a lot of questions, I'm sure, with the new year starting, and, you got lots of, getting back to work, getting back to your inboxes, trying to figure things out. So looking forward to your questions. We had some good times over the the holidays even just on the twenty ninth last last week and the week before. Lots of good questions. So even if we have a small group today, that's a benefit to you if you've shown up because you get, answers to your questions, and we can go deep. So, people are people are logging on. So I want you to let us know in the chat if you want, you know, where you're coming in from, what you're looking forward to about office hours. And, if you got some questions, start putting them in the q and a. I wanna say too, like, oh, happy New Year, Diana. Diana's backstage. She's gonna be helping out, making sure, we get, all the information going for you and, get your questions on the screen and things like that that I sometimes forget. And, we also have a list of docs here in the, docs section where you can click out some different things, like, on the intercom community. You'll see a button at the top too. If you're not already a member of the intercom community, why not? So, like, you definitely need to be in there because that's where you get all the helpful information from people like myself, the community experts, and Julian and Connor and Milan and a bunch of others that are regularly answering questions there. So I'm looking to see if we got any we got one question already. Good stuff. We're going. We're alright. We're going now. Yeah. If you fire some questions, if you wanna put your favorite GIF or GIF in the in the chat, feel free. We do have more people joining every second here, it looks like. Sounds great. So let me let's go ahead. I mean, this for those of the you that are, like, new to the office hours, the whole point of this is answering your questions. We don't have an agenda. We're not gonna pitch anything. We're not promoting stuff. We're just here to, like, take your questions and answer them. So there's no wrong question. There's no bad questions. You know, no stupid questions, you know, all that stuff. Put any question you have in there. You know, anything you wanna know about, drop in the chat. I'll do my best to answer those. I you know, my name is Nathan. I am one of the top community experts here at Intercom. I don't work for Intercom, but but I'm in the Intercom community. So if you can ask your questions, I'll try to give you solid objective answers and, workarounds and whatever we can do in the meantime. So Marcus got a good question here. Any advice on best practices reporting on ticket SLAs? Yeah. That's a good question, actually. I've done some work with people on SLAs. Maybe I don't know, Mark. If you want to come on stage and talk about it a bit, feel free to raise your hand in the little raise hand button there, and then I can bring you on stage. We could talk about it. Okay. Great. Mark's gonna come on stage. Yeah. Anybody wants to come on stage, can come on stage with just audio audio and video, whatever you want, and we could talk about it. So let us know. Oh, there's Mark. How's it going, Mark? Hey, man. Can you hear me yet? Yeah. We got you. I. think your. video's but your but I got your audio. Yeah. Okay. Great. Okay. Great. Thanks for having me, and and really, really appreciative of the of this forum and everything like that. So we're relatively, new to Intercom. We've we've. rolled out Intercom to our to our customer base, and we have conversations, customers asking questions, getting answers, loving it, great response rates, really, really high, up in the high 80 resolution percentage wise. So. it's been a real, That's success. for us, Nice. really good success for us. We've And also utilized it for ticketing. Right? So a. lot of our customers are very our enterprise level customers, b to b. So. ticketing is very important from a. from a contractual perspective. Right? So. we've rolled out ticketing, ticket portaling and all of that so. that they're they're they're utilizing but one of the challenges we're having is is reporting on the SLAs. So. it's. not in. the conversations. It's related specific to the incidents to the tickets. So. it's it's initial response times and then resolution times, particularly. Okay. And we are you are number oh, sorry. Go ahead. I didn't mean to interrupt you. customers. are also because they're enterprise level, almost every one of them has a unique different type of SLA, which they've negotiated through sales process in Makes time. zones and all that. Mhmm. So that's where the added challenge comes in. Yeah. Fun stuff. Yeah. Sounds like fun. Are you on a plan are you on a plan right now that gives you the the SLA functionality, or are you just, like, tracking SLAs on your own right now just, like, monitoring that through reporting and stuff like that? So we we we've set it up using workflows. Okay. Yes. I have some of workflows. If there's a better way of doing it, then we're open to that. That's how we. did it. And. it's building a report off of those. That's been the challenge. Yeah. Okay. Yeah. Yeah. Yeah. Yeah. So so you wanna report back basically to each company on the SLAs that you set up for each of them, but they're they're so unique that it's kinda hard to set up, like, a report that will work for globally for all of them. Right? So you're kinda stuck with this of billing in. both. Ideally, Yep. what we'd love is for customers to be able to self serve and then be able to say, right, whether they're SLAs or that we haven't seen anything on that. We haven't looked at it before either. And then, Okay. obviously, for. inter and then, obviously, for internal stakeholders. to be able to report out to them to say this customer or or this group or regionalized customers or whatever are are hitting. us. Yeah. Okay. Okay. Okay. That's interesting. So I just wanna say one thing before we get into that. If anybody else has any more questions, keep firing them into the q and a so we can get to them after, Mark's question, and we'll we'll we'll dig in on this. But I don't want you to if this question is not relevant to you, don't worry about it. Put your stuff in the chat. We'll get there. If this is relevant to you, listen in, and we'll see what we can do to help Mark and and see what we can go from there. So, Mark, on the side of, like, SLAs, I'll be honest. Like, I use SLAs with Teams, but this is kind of a unique situation where you've got a lot of different SLAs for different clients. Most of my teams that I work with have, like, maybe one or two SLAs, and it's related to, like, a VIP client or or a regular client, but they don't have, like, a ton of different options. We and you want reporting for the actual client. So I think, like, a scheduled report from the Intercom setup might be the way to go for this. I don't know if you've used the reporting, like, functionality already. Like, have you seen a report in Intercom's report system that you felt, like, had some of the information you wanted there? Yeah. So there is the standard SLA report, but what. it's doing also is it's confusing tickets with conversations, we feel. So, okay. Okay. Yep. not necessarily a bad thing. Right? Because. it it it when there's high volumes of conversations, then then, you know, it it can it can make our metrics look really good. Right? But we we. have a, we have a a specific, requirement. on incident tickets to. be able to report against. sense. So you can, you can add a filter to the report. I don't know if you've if you've tried that already. Let's, let me let me show you how to do that. I'm just gonna screen share here. been recording, isn't it? Just to be sure. Yes. Yeah. It is. Yeah. Okay. It is. Mhmm. Yeah. It is. So I'm gonna share my screen, and then we'll jump into some intercom setup here. I think I'll just go into, like, I don't have SLAs on I like, an installation that I can actually show. So I'm just gonna go into one of my intercom installations so we can look at reporting in general. And I'll I got logged out because of that situation earlier today. If any of you experienced that where the, there's some login there's some login or connection problems earlier today. So, looks like it's all working well now, so that's good. So if we go into reporting, any of the reports you have, you should be able to filter them down. Let me just I really wish there was, like, a search functionality at the top for, for reports, so we could I could find the SLA report easily, but, there we go. SLAs. Okay. So on your SLA report, if you are having that problem where you're seeing everything, you should be able to do, like, you should be able to filter it by something like this, like ticket type. And if you got an incident ticket as one of your items, then you can filter it just by that, and then you can have a report that's just focused on that particular ticket type. And you could even do it based on specific client. For example, like, if you wanted to find a user, company, let's say. I don't know exactly how you're sorting out your clients, but if you wanted to do it by company. So you could say company name, and you could say so this and then you could filter that list down to just company name and a certain ticket type, and you could pick the SLA you want if you've got multiple SLAs. And then you can actually, like, save this or, like, edit it, basically. So you I should have clicked at it first because that's where you wanna put all the filters, but start putting the filters in. And then you save that, And then you can actually schedule it to go out at a certain time. I so I think that should I think that should help with what you're dealing with. What do you what do you think, Mark? Sorry. Oh, I was muted lose? there. Yeah. Oh, Yeah. it's okay. to okay. yeah. I I need to play around with the Nathan, but. I I think yeah. It looks good from from that perspective. So it's. a the the the yeah. Yeah. I need to play around with it and see what we. can come up with. No. No. No problem. But you could say like this. Like, I could do, like, company a SLAs or something. Right? Like this. And then I could save this. And then, basically, I have this this ability to share, and you actually have a scheduled delivery option that they brought back. I think it it it was here before, and then I think it disappeared for a while. Now it's back. So you can say schedule delivery, and you could say, send this on Mondays or something or send this on once a month or whatever you want. And this will go out. And you can actually put email addresses in here, so it doesn't have to be someone who's in Intercom. They can you can put any email address in there, and it'll send that report out. Yeah. Cool. Great. Thank you. that okay. Yeah. No problem. No problem. You don't. need to play around. with yeah. Sure. Yeah. Yeah. It takes some time to play around with, but, again, this this is all on video, so, hopefully, you can find that. You can set your time frames here too. Like so you might wanna do, you know, like, past four weeks. So it depends on what you're setting. If you're setting it every week, maybe you set it for past week, and then you schedule this for, like, a weekly delivery. So every every month oh, let's say, maybe it goes on Friday or something. I don't know. Like, weekly on Friday at a certain time, and then you can call it whatever you want. You can put a little message in there for people, and you can put all the people you want to receive it. And you hit hit the schedule, and then, basically, it'll just send that report for the week of, like, the SLAs. And, you know, you might wanna schedule one earlier that goes out to your team, you know, to see what it is and then send one, you know, following day for the for the client so that you can, never, do that, mate. We would never we. would. never cope with this before we sit to a. ghost for a no. Never. I'm just saying you might wanna be ahead of it so that you can be like, oh, the reason why it was like that is because of this. No. Just playing. But, no, you can you can, you can also set it up just to go to yourself. Once you review it, you forward it over to them. You know? Like, that's another option you could do. So, yeah, that that could work, and I think that could work. You could also share a link to it, for example. Like so if you click share externally, you can generate a link and share a link to that publicly so people can access it without logging in. So just a read only version of that report. So you could even put that in a dashboard if you have for the clients. Like, maybe you I don't know if you use, like, Notion or something and you have a dashboard. You could just put that link there, people could click on it anytime and and view it. And you could set your time frames up to, like, you know, for whatever time frame you want. Yeah. Great. Thank you very much. Appreciate it. No problem at all. No problem. Good question. Great question, Mark. Thanks. Okay. So let's, jump back over and see what other great questions we have, and I'm gonna stop sharing my screen for the moment. Okay. And okay. So we got some more chat in the chat. Kelly, what's up? Justin, nice. I think I have you back. Right? You've been with us before, I'm pretty sure. Your name looks very familiar for some reason. Okay. So you I'm just gonna see oh, you got it the screen. Perfect, Diana. Thank you. So how do we apply for Primer onboarding add on when we start our subscription? I would love to answer this question, but the reality is I don't know. Maybe Diana actually knows. I don't know. But I will find the answer to this question for you and get back to you on it because I'm actually not involved with the the the directly with Intercom. So I do a lot of work with teams doing similar types of things, but externally. So teams will come to us to help launch, you know, Fin or launch their Intercom setup and and things like that. The but let's let me see if I can do a quick little research here on this because I think this question has come up before, and I just don't know if I have the answer to that. Okay. I found a link that has some details on that. It basically says that when you purchase Intercom's premier premier services, a team of experts will guide you through the products and best practices, but it doesn't seem to have a link to where to sign up for that that I can see. So we'll probably have to get that for you after the call, and then we can send that over to you. I will I will find an answer to that question and get back to you, unless in the meantime, Diana might track down somebody to to help us with that question. I I appreciate the question because it's gonna help me learn something that I don't know right now as well, but I'll post this link in the chat here. Actually, let me post the link in response to your question. One sec. Okay. There we go. Oh, I can't answer it on that side. I keep trying to answer on the right on the on the left right side, but I gotta go left side to answer your question. Okay. So we got a bunch more questions in the queue, so I'm looking forward to getting to those as well. Wow. Lots of good questions. I'm I'm getting distracted by the other questions that are here too. Okay. Justin, I'm dropping a link in the chat here. Premier onboarding, and we'll get you more information on this after the call. Okay. I'm dropping a link there, and then we will definitely follow-up with you on that. Now maybe I don't know. Diana, if you saw another good question you wanna put up on the front, but I think Justin had another one. So maybe just jump I'll jump to Justin's other one here and see if I can actually get you an answer for one of the things you're asking for. Let me just switch over to Justin's other one for a second here first, and then I'll come back to Constantine. Justin. Okay. Can you put it on the screen, Diana? For some reason, my login doesn't give me the option to put it on the screen. Perfect. Oh, the other the other one from Justin. Sorry. I don't know why I don't have access to that button to, like, share it to the screen. I usually do. There we go. Also, have you seen clients move away from tickets completely and just try to resolve their issues with customers via their integrated channels? I would say yes. The answer for me is yes. A 100%. I personally that there's a lot of situations where tickets aren't necessary and stay I stay focused on the conversation channel, but it just depends on the type of business. So, I mean, I think it's a really good question, and I I would say my answer on this just says it depends on the kind of business you're doing. If you feel like that's a better feel like, a lot of businesses aren't so technical, and they don't have that same kind of deliverables that are necessary. Like, in a situation where you have SLAs and and maybe, like, extended time frames to get answers, tickets are great. But if it's usually, you're answering the questions for clients within the conversation and you don't really have a lot of that, like, delayed time between them, I think answering just in the channels is fine, and resolving issues in the channel is fine. If you wanna come up on stage and talk about it a little bit more, Justin, I'm happy to, you know, put your hand up. We can we can jump on stage and talk about it. Like, it it depends on how how much you care about that that end result. Like, one thing that's really nice about tickets is that you actually have, like, an end stage. You know what stage it's at. You know how it's finished. Just being closed sometimes doesn't feel like enough for some things. You wanna, like, you wanna be able to track it. Like, did it get get did it get resolved in a certain way? That's where I think tickets are more important. So I think you're you're on stage now. I don't know if we can hear you, but let's. try it out. There we go. We got you, Justin. You see hear me? Yeah. No. I'm just I'm just trying to, I guess, narrow down the complexity of support in general. Like, what's love it. you know, a. conversation in a ticket is not. is just a you know, is the same conversation in an integrated channel. At the end of the day, they're both conversate Yep. so I'm thinking just reducing complexity in the beginning of, you know, setting up intercom. and then need. more of a ticketing system, which. I feel like happen at a real later stage when we're really at scale, I think, when that does happen. think it's I think it's a a great idea, honestly. I didn't mean to cut you off, but, yeah, I think it's a great idea, honestly. Like, I've done the same thing with Teams. There was one team specifically I can think of where they jumped right into tickets for everything. And I was like, this is not the kind of business in my mind that needs tickets, like like, for these reasons. Like, if you have an the best thing for tickets, in my opinion, for small like, for smaller companies or people that are getting started with Intercom is when you have a tracker ticket, something that that, like, maybe ten, fifteen customers are having the same problem. That's a really good use case for for, like, ticketing for, like, when you're when you're starting out. But most people, like, a conversation is close enough to a ticket. It's only when you need when the customer needs to track the status of that thing that's being tracked being done and is waiting on a ransom from you and, you know, that kind of thing, when it starts to become extended time period where they're not they're where they're waiting on that response, it's kinda nice to have something that says, like, it's in progress and and they know kind of where you're at with it. But many businesses, I think, don't even need ticketing. Like, they just need that conversation or the channel that they've if they reached out on Instagram or or WhatsApp or something, just replying back in WhatsApp, not turning it into something else is isn't isn't necessary. So I think, you know, to me, it feels like you're on the right path, especially if you're just getting started with Intercom or you're just trying to simplify things. Right. And then you can, like, reintroduce it when when it's necessary. Right? So Right. Right. I I knew of the SMS capability just quickly. Is. that is that the okay. I. guess, my there's the SMS, but then there's, like, the Apple business chat. That's a separate thing. Right? To be honest with you, I haven't gotten involved too much with the Apple Business Chat yet, but, I do think they are separate things. But I, but I'm not sure how how that how much differently they work. Are you dealing with both of those right now? Or No. No. Just. curious to see if there would be a separate integration or it's in the pipeline to support business chat as opposed. to SMS. Yeah. Yeah. I mean, even if it's not supported out the box, oftentimes, there's, like, third party integrations. So you can go into the the Intercom app store and look for something that might connect those together. Okay. Or or we also use Zapier a lot of times. If it's not if there's something not totally integrated, you can use Zapier to bring that over into Intercom and then push the messages back. So there's lots of you have lots of options. You're not kinda stuck waiting for an Like, you you can you can definitely get something done with either a third party apps from the App Store or or using, like, Make or Pipedream or Zapier or even n a n a n, if you're familiar with any of those tools. They're all they're all kind of, like, what sort of automation builders, but they're very they're pretty easy to use out of the box. And especially with AI now, you can actually just type in what you want. You can say, like, I wanna connect this to that, and then it'll try to find the right right pieces to match together to to create that integration for you. So I'll. put I'll put Zapier in in the chat right now too just so or just as one example because I think a lot of a lot of people getting started, Zapier is probably the easiest one. So zapier.com or makemake.com are kind of two key ones that if you don't see the integrations you're looking for, you might be able to get them. And then I don't know if I have a direct link to the Intercom app store, but I'm gonna look for it now. You can get to it from within your Intercom. If you go to Intercom like, into your Intercom setup, go to settings, and then search for the App Store, you'll find it. But I. think I did find a link directly to the App Store too, so I'll post that as well. The the App Store the App Store can be really useful. There's, I always actually tell people if you haven't gone to the App Store yet, go to the App Store, install something called quick quick links. That's my favorite. I think I might have written a post about this in the in the community, but that's my favorite thing to install for people right away and kind of freak them out, like, in a in a good way. Like, anything you need at your fingertips at the top of your intercom. I can show you actually, an example of this. So just as a I just gotta unpin this question so I can share. I don't know why they okay. There we go. So I'll share my screen real quick. So, in the App Store, if you go to quick links we got lots of questions in the chat. I'm I'm definitely gonna get to your questions. I'll stay longer if I need to just so you guys know. I'm not gonna leave you hanging on these questions. I just like answering them kinda thoroughly if we can, but I'll try to I'll try to jump a little faster if needed. Just trying to find here. So if if you go into the App Store, if you haven't seen it, I'll just quickly show you that. So go to settings. I usually just go to settings and then go to search at the top instead of trying to look around for stuff. And then, type in App Store, and then you can go to the App Store, and then you have, like, a whole list of things that Intercom can integrate with, upgrades, improvements, like Stripe. If you use Stripe, you can connect Stripe and get all the Stripe data on your user profiles in in Intercom, which is great. Mhmm. You know, WhatsApp WhatsApp, all this stuff. But the one that I like to tell people about, because it's just an easy way to get familiar with the benefits of the App Store, is Quick Links. So you install this app called Quick Links, and then it basically, what it gives you is the ability to put some links at the top of your at the top of your intercom chat or intercom inbox next to each user's profile. And here's an example for like, Stripe is cool, and there's a widget and an integration. But sometimes I like to just put it at the top so the team can find it really easily. So you put you can put your Intercom dashboard link there I mean, your Stripe dashboard link there, and then you use the dynamic variables to add, like, whatever your search variable is. So in my case, I like to search by the email address, and then. you can make a link that says view in Stripe or view in HubSpot or view in, you know, Posthoc, whatever tools you're using. And then when I go over here, to the inbox, I now have this little quick links widget, right at the top here where, oh, it figures that I don't have it at the top on this particular, login. Okay. Yeah. There it is. K. It was just collapsed. That's all. So so I can go to Quick Links, and I can go, okay. Let me go see this customer in Stripe right now. And if I'm logged in to Stripe, it'll just take me directly to that user's profile in Stripe. And so I don't have to go scrolling down, looking for the widget for that. It's just gonna search and pull that customer up in front of me. And so anything that you can do that with, like, anything that you can search for a customer in and get a URL to it, you can actually pin up here at the top. And so that gives you the ability to give your team even if it's your own internal system, like, if you've an internal dashboard where you can search for a customer, as long as you can put a u r like, a variable in the URL with a x with a question mark and equals an email address or something like that, then you can actually link to your own tools as well. So, we used to we I used to use this at a start up where we did I'm trying to think of the name of the product, but there it was like a dashboard product, and we just we could link out to our own dashboard to look for customers. And if you can't get your team to add the data here in Intercom, then this is a really great way to get that at your fingertips. So when I pull up this message from Julia, I don't need to go find a widget for Stripe. I can just click on it. Or if I wanna find her in my internal system, I can click on one of the links to go see her analytics data in post hoc or something like that. So I I hope that's helpful, but it just kinda gives you an example of what you know, how easy it is to add some extra features to Intercom quickly. Yep. Right. Right. Quick quick question before I I let you go. The quick links, Sure. is that only publicly available links? No. No. That's only like, it can be any kind of link. As long as you as long as you have access to it, you can put the link there because it's it's only those links are only for your team to click on, and those links can be yeah. Secure. Anything you can access. But, yeah, they can anything you can access, basically. Yeah. So even if it had a password or prompt on it or something, as long as it's linking to the right place and you and you're logged in, you can get to it. Right? Mhmm. Okay. Even if it was, an IP address, like, an internal IP address that you're linking to, as long as. the person who's clicking on it has access to that location, then you you should be fine. Okay. Cool. Thanks. Cool. Yeah. Yeah. No problem. No problem at all. Good question. Okay. So let's grab another one. I think you had Constantine Constant Constantina? Yes. Perfect. Okay. So okay. Given that we already have our wanna I just check the chat. Okay. Nobody sent anything to chat. Just wanna see if anybody had any questions about the stuff we're talking about. Okay. Given that we already have our knowledge based articles in place, is there any way for to use that content to create quizzes or training flows for humans similar how Finn uses the knowledge. Wow. I like this idea a lot. I like this idea a lot. And this goes back to a request that I've been making to the team about the MCP Intercom MCP, if you haven't used it yet. If we had access to articles in the Intercom MCP, I think you could do this really easily because you could just point you could just point like, you just ask that same question you're asking here. Like, make a quiz out of all the content in our help center, and then it could it could do that with the MCP. But the MCP doesn't access the articles yet. But I'm trying to think. I wonder if you could ask Copilot to do this for you. Like, if you could go into Copilot and say, write a make a quiz for this. I don't know if Copilot could do it. But, personally, I really like this idea, and I think that, Diana and I should bring it to the team as a as a concept because, I think it it's genius. Like so you basically wanna train the team. Do you wanna come up on stage and talk about this a little bit, Constantia? I really hope I'm saying your name correctly, by the way, team. But, yeah, I think this is a great idea. If you're still here with us and you wanna talk about it, feel free to raise your hand. Just use the raise your hand thing, and I'll bring you on stage. If not, I'll just say that we'll bring multitasking. No problem. I understand. You're probably actually working in the inbox as we're doing this. Fair enough. Okay. So I'll say a couple of thoughts on this. If I would if I had to do this and I can't currently do it with the intercom tools, I think you could use AI. Do you are you familiar with Claude Claude code or even ChatGPT maybe? I think more likely Claude code or Claude desktop, you might be able to use the Intercom API to connect to the articles and and do this. You've got me thinking about it now, so I might have to try this after the after the session. But but, basically, if you could get your you'd have to get a key. You'd have to get the developer key from let's see. One second here. Developer. I don't have it in my short codes. Something's wrong with paste on Mac now. It doesn't sometimes it's missing some things. I gotta restart it. I think it's developer.intercom.com. I'm going from memory, so I'll post this. If it's wrong, I'll I'll fix it. Yeah. That's wrong. It's must be it must be plural. My bad. Okay. I should've checked it first. Developers.intercom.com. Let's see. Please tell me that one works. Yeah. Okay. So developers.intercom.com. If you go here and you start say you're gonna start building, so, basically, get a you need it's gonna walk you through, like, what you need to start building an app. So you have to get a queue you have to get a token. Actually, you could probably get this a different way. Let me just see. One second here. Yeah. Let me let me give you a different link. One second. Intercom token. So, basically, you have to make a token. And then once you have a token, then you could actually give that to to Claude or the AI to, like, connect to your to the Intercom API and then access your articles and things like that. So here's a link to how to get a token. And then when you set that when you set that up, you should be able to talk to the Intercom API and ask questions to the articles and that. So I think you could probably just say, like, make me a quiz and look at this. You know? I I think it's a good idea, but I think they should probably try to Finn, like, helpful like that. I think that would be a really cool idea. So, anyways, I think I've said it's a cool idea a 100 times now, so I'll leave that alone. Thanks, Constantino. This is great, and I hope your multitasking is going well. I if you want, I'm gonna post my or maybe, Diane, I don't know if you have my profile there. Can you can you post my profile in there? If you if I I think if you're not a part of the Intercom community already, actually, just join the Intercom community and give this let's we should post this as a product wish list fun feature. I'm gonna get the product wish list. I'm too excited about this idea. One second here. I'll get product wish list. I got the intercom community product wish list. So if you have an idea like Constantina and you want to push it to the team and other people can vote it up, I think go here and post it in the ideas section, product push list. And then, actually, Konstina, if you do this right now if you do this right now, and then post the link back to us so we can all vote it up for anybody who's listening to the call and wants this feature too. So if you get if you get a chance to do that, just paste your idea there, and then we'll vote it up. I love this idea, though. So okay. So let's move on to another one because I said that too many times already. And let's thank you again for being here and doing this. Let's let's go to the next question. Mark, we already did Mark. We already got Justin's other one. Mariana's back again. Mariana. Oh, well, Kelly had a question a long time ago. Let me catch Kelly, and then I'll get back to you, Mariana. Okay. Okay. Let's go. Can you pin this one for me, Diana? Unfortunately, I can't seem to pin them for some reason. I'm gonna find that out from from Sarah next time why I can't pin them. But okay. So Mariana's oh, not sorry. Not Mariana's. Kelly's first, and then we'll go we'll go to Mariana's next. My bad. Kelly g. Oh, we'll go Carrie. We can go Carrie. Kelly, we got all got too many we got too many names here. I can I can jump on to Kerry's here for a second? One sec. Kerry, we're trying to build a self-service help center that driven by AI and only requires a human for specific interventions. We are thinking of driving of of driving platform activation using proactive activity based messaging, pulling in activity via post hoc, I love post hoc, by the way, to trigger messaging campaigns. I'd love to talk about what a best practice AI first help center looks like nowadays to ensure that I'm leveraging the tool all the tools available in Intercom. Very interesting question. Where to start on this one? Do you wanna come up on stage, Carrie? I'm sorry, Kelly. We'll get to your question. I promise. I know you were, like, one of the first first people to ask, so we'll we'll definitely get to your question. If you wanna come up on stage, Carrie, and talk about this one, just let me know. Just raise your hand, and we'll we'll bring you up. Otherwise, I'll just dig into it a little bit here on my side. So there's a there's a lot to break down here. So okay. Good. You raise your hand. I'm I'm happy about this. This is, this is a big one to dig into. I like it. Carrie, how's it going? Good. Good. Can you hear me alright? Yeah. We got you. Okay. Perfect. So yeah. Sorry. I've got this huge project. We're trying to do it essentially in a month to onboard a massive group of people, like, all on February 1. Right? Oh, And. so and that base we're a, like, a lean, lean startup. Yep. Okay? Okay. So, like, really, Yep. like, client success is me for onboarding, Yeah. for ongoing support, and it will always be. me regardless of, like, how many clients we have. So so, basically, we're like, how can we how can we route as much through AI and then really make human. just a backup? So we're looking at, you know, closing loops anytime. AI can't. answer, having like an n eight n flow that is building an article for us to prove, you know, all of those. loops. Right? Yep. But I'm just trying. to figure out, like, really, like, what a or what Intercom can do in terms of, Yep. like, proactive messaging. Sure. Like, yes, it. has tutorials, but we haven't had a lot of luck with tutorials. Like, Yep. I think I'd. rather have people start clicking around and then having, like, our messages pop up and say, like, have you tried this? Yep. So I'm looking. at, like so one is, like, the the post hoc thing I mentioned. So, like, having. these triggers. Right? Haven't Yep. they they did x, but they haven't done y in this amount. of time or things like that. Yep. Right? And so that's. based that's just, you know, triggering messaging campaigns. But also, you know, Yeah. when they click on the thin button or whatever the chat button, having it automatically. generate the first response instead of like, hey. How can we help you? It's like, hey. It looks like. you're doing this. Maybe you know. what I mean? So things. like that. And then we, also have, yeah. like, our knowledge based articles and then our fin trading articles. So I guess those are kind of, like, our four big pillars right now. Am I missing. anything before I start really building? Yeah. No. I think you're on the I think you're on the right path. I think the intercom handles a lot of the heavy lifting here. So I think you're in a good situation if you're launching with Fin, and and you're building like, you're thinking about the right things, like building the building the resources. I think you can you can definitely do predictive stuff. Like, if they're on a certain page, you know, start the conversation a different way than than if they're. if they're on different on on another page. We do a lot of stuff with our with our clients as well. I I've been doing I've been doing some interesting things with this, but I think the Fin is very good at figuring out what the customer's trying to do and the more information you have. But one thing you're maybe missing from this conversation is something that's called Fintasks. So Fintasks also can connect to, like, back end APIs and pull information about the customer and about what you know about them in other places. And so I think that could be really useful for you here as well depending on what you have. Like, is there anything in the back end, or are there other tools that you need to connect to? Because if you if you do, then that that really opens up a lot more opportunities. The more I'll say, like, the way I refer to it is that the more hands you give a fin, the more the more fin can do. If you don't give it access to hands, then it can just, like, answer questions. It can't actually help the person get things done. And you're as a start up who's running lean, you're probably familiar with, like, the jobs to be done framework. Yep. I talk about it here a lot on the office hours. Like, the emotional jobs to be done are one of the things that people tend to forget about sometimes. And so I think, like, think about those emotional jobs to be done. I think you're already thinking about that from what you said. It's like you wanna kinda take away a lot of the work from them, and and that's what sounds like you're working on. So the more you can do that by, like, knowing who it is that's on the page and, like, knowing about them and what they might need, like you said, knowing the stage they're at. I also use post hoc in my software service product, and I use the triggers the same way you're talking about. So if somebody takes an action by day like, even if they take action early, I have a trigger that goes out and says, wow. You did that, you know, did that fast. And then if they and if they do it a little bit later, it's like, oh, you know, it's a different message for them. And if they don't do it after three days, you know, it's like, you know, following up with them to find out what's happening. Right? So these are all really good ideas. And and, like, it drives into support because, like, I like how you're kind of aware that, like, support is part of the marketing. Right? Like, support is part of sales, making sure people are being taken care of along the way. Hey. Finn actually does create articles, like, generate, articles based on I don't know if you've seen that yet or not, but, let me just, I just gotta unpin your message here for a second so I can show you something on the screen. One second. Stop sharing that. Okay. So I'm gonna just go here because I have a I'm one cost one client who has been, comfortable with me sharing their their, intercom while I'm on these, events. And so I'll just show you kind of the example of what happens when intercom gets involved in the process of, you know, what you're talking about right now. So I'm gonna go to the FinAI section for my client Jukebox. They're a printing company, jukeboxprint.com. So they they basically make business cards, stickers, all that kind of stuff, and they ship them all over US and Canada. Mainly, they they also do some other areas. But you get the you get things like this. So Finn is basically chatting back and forth with the users. And over time, it builds out these things like, hey. You need to add this kind of content, and it shows you an example article that's missing or needs needs revising. Like, there's different ones. There's adding content. There's editing content. And if you click on them, you can actually see here, like, which conversations actually generated that desire to have this article and, like, which related content it's pulling from to, like, make the article so you can see if you agree with, like, the consensus of, like, how it's building that. I So can go into each individual conversation that's kind of generated this need for this this, you know, for this particular article. And so you can do that with every one of these things. You can also, like, organize these by, like, highest impact, which is what it's at right now, or you can go back to the oldest ones and do stuff. But, obviously, highest impact is one of those things. Like, you know that it's it's affecting you know, in this case, it's generated from three conversations, but the one at the top is, like, six conversations, and it's impacting more people, so it could be more useful. So that's one of the one of the ways that Intercom's already taking care of some of that stuff for you. Collapse this corner. I wanna see. And then. yep. Sure. You're going. Can we ask it to, like, generate those, like, when it does those suggested articles to use a certain template so it aligns, or would I need to do that on my own? That's an interesting question. I don't know if that's interesting. Like, I wonder if it's already sort of, like, building off of your current structure to make the new. articles or whether or whether it's not. I'm not sure on that one, but that's actually. a really good question. Like, templating would be really cool. Like, if it's if it could just follow your existing template. Right. It seems it it to me that it is kind of doing that from from what I know about the articles we already have in here, but I'm not a 100% sure if it's following like, it's following a best practice based on Intercom's approach and understanding of how things work, but I don't know if it's actually, like, also adopting your, you know, your way of doing things. So that's a good question to ask the team, and we can we can try to get you a better answer on that. But that's that's that's an interesting idea. Yeah. Just templating it. But you can you can accept it and reject it right now, and that's kind of it. But once you actually accept it, you can format it as well, like, however you want. Once once you accept it, you can you can make any changes you want. Well, actually, think you can make changes here too. Like, you can make changes right now to that content before you submit it. So you could re reformat it if you want to. Okay. Got it. But it would be nice if it did follow your templates already. That would be even better. Like, a Notion esque kind of thing where it's already got a template, you just, like, select the one you want for that particular kind of content. What we're trying to do is, like, a thin training document. So we have, like, our knowledge adviser. face of and internal ones to affect, like, you know what I mean, how it responds. and stuff. Maybe we. could include it there. Yeah. Yeah. That might be good. The the other thing, like, the other thing I would say, we didn't you didn't talk about this, but I think one of the main one of the main areas I think I would focus on is guidance. Mhmm. So writing guidance is how you really make sure that Finn is handling customers the way you want to. It you know, from everything from communication style to, like, when you want Fin to ask more questions to get more clarification before, you know, before answering. And then and then all and then everything in between, like, to use certain content sources, you know, whether something is spam or not, you can, you know, you can decide what looks like spam. And then in in other, you can pretty much go anywhere. Like, I've gone everywhere from how to format the, you know, how how how to format the shopping cart and order history. So, like, I stylized the the shopping cart order history that Finn is providing by giving it an example of how I want it to look and, like, all the statuses with emojis, for example, with this with Jukebox. So you can really get creative with it. Like, you can you can pretty much override anything this way. So guidance is really helpful if you if you have you know, sometimes in a start up, people are too busy to do things you think they should be doing. You know, they they're focused on building the product, and you're like, I need this change on the website because it's telling people the wrong thing in in Fin. You don't have to worry about it. Just go here, make guidance that says, you know, our price is now 99 instead of, you know, 69 or something, and then it'll never it'll always override that that that original information it had. Even if it's getting it from the website, the knowledge sources, you. can you can make it you can make it override that stuff. So this is where this is where you can kind of, like, get your, you know, get your access to do whatever you need to do even if you can't change the content that is being pulled in from other places. Yeah. Got it. Yeah. And I think the other thing that I don't know if everybody has access to yet, but it'll become more and more useful, is the simulations functionality. So under test here, you probably have batch tests. You may not have simulations yet, but my I'm beta testing simulations for the team. And this would this allows you to set up, like, scenarios where you can, like, run those scenarios and see how Fan handles them. Yeah. It's not loading very well probably because it's still on still on beta. But you can you can create all these simulations. They're almost like a unit test. You can hit play on them and then run and see how Finn handles it. So if you go and change a bunch of content or a bunch of things, you can come back and play your original, yeah. Here they are. So you can play your original simulations and see how it handles those now that you've made the changes. So it can be really useful when you're trying to, make some major changes, but you wanna make sure it doesn't impact how, like, the regular stuff that you're always doing is is working. And then what I mentioned to you earlier about tasks here, this is here's an example of one for us, change of delivery address. Normally, you know, that's gonna go to somebody on the team because, you know, someone's gotta change address. It's gotta be updated somewhere. But we have this all built out in a task so that Finn can handle it all, and Finn gets all the information that's needed. So, basically, it goes and checks the customer's order history and then asks them which orders they wanna change the delivery address on. It checks to see if it's already been shipped because if it has, you can't change the you know, change the delivery address. And it it'll hand off to the team if it's urgent. You know, maybe, like, they really wanna change it, but it's almost it's like it's in a in a status. It's almost gonna be shipped. And then if they do wanna ship it and it is okay, we gather all the name information, and then we actually take that and we standardize it for for the APIs for the shipping companies so that we don't end up sending information it can't understand. So we're doing all this with Fin. And then we go and we say, okay. Add the address to the system, and then we get the rate for the shipping and tell the customer the new price or the refund if they change you know, if the if the price is lower. And then so we do all that with tasks. So that that's another like, that's kind of what I say about giving Fin hands is, like, now Fin can actually change the delivery address anytime anytime somebody needs to, so they never have to talk to the team for that. And you the more you take those things away from the team meeting to do it, you know, changing the shipping method, we do the same thing. And we have a bunch of data connectors for other stuff like canceling the order. We check and see if order can be canceled because if it's reached a certain stage, it can't. If we put a rush on an order, we do all this stuff. Like, there's so much that you can do with tasks. It it might be different for each company. Like, SaaS companies maybe have different needs, but they have similar, you know, similar skill or similar skills that that Fin can have. You know? Got that. helpful? Okay. Very. Cool. Thanks. Yeah. No problem at all. No problem. Yeah. If you have any other questions, feel free to ask them, and we can we'll jump over to Kelly for now unless you got anything else you wanna say right now, Carrie. No? Okay. Cool. So why don't we jump back to Kelly's question? Maybe if you can pin that. Perfect. Okay. So Finn can now send images. Hope Kelly's still with us. Finn can now send images, which is a super useful feature. Any tips on updating? I just noticed some people said something in the chat. I just wanna see if I missed anything. Oh, good. You got the answer to Constantina's question. Perfect. Okay. I'll read that in a second. So Fin can now send images, which is a super useful feature. Any tips on updating the content to increase response quality? That's a good question. We've been talking about this in the last couple weeks because it came up in, one of the previous calls that, you know, Fin can now send the images. And Connor actually had a really good response to this. So I wanna see if I can find that and share that. Connor is one of the other community experts, and he he sent a newsletter about this and and had some suggestions on what to do. But I think the main thing is, like, making sure those images have captions. I think well, that was one of things he mentioned. Making sure that the content around the images is very clear on what the image is about so that Finn can really do do the best work with those images that you have in your articles. And I think, like, a number one tip here, probably, just make sure there's lots of art lot lots of images in your in your content because then Fin can use the that those images more. I think a lot of people miss out on the opportunity of putting images in just in the articles themselves. But now that now that Fing can use them, it's even exponentially more useful. So if you've ever gotten I mean, we all know that, like, you know, the the picture's worth a thousand words. I think in software, a picture's worth a lot of words. Like, it it might even be more than a thousand because, you know, you can't understand what you're looking at. I mean, what you're explaining was like, click here and then go there and click this and do that. It's like, but if you see a picture of it, it's just so much easier. You know? So yeah. I mean, that's a good question, Kelly. I don't know if you wanted to ask anything. If you're still here and you wanna jump on stage and ask talk more about that, feel free to raise your hand. We can bring you up. I'm gonna find this thing from Connor real quick and post it in the chat as well. Let's see if I can find that. Yes. I found it. Okay. I'm gonna make a I think I'm gonna make a screenshot because I don't know if I can send a link to this. I don't think I can send a link to this email. So I'm just gonna post a screenshot, and then I will send you a link to Connor's email newsletter. You can sign up. Okay. This is from this is from December 20. So if you didn't know Fin could send, these messages, I mean, images and messages, if you're on Connor's newsletter at that time, you would know. And, so you get ahead of the game. Alright. I'm copying a link right now, but to post it in the chat for you. And then, if you go to I think it's k. Let's do this. K. Customer success. So this is Connor's ah, posted the text. Kinda weird. Paste and match style. That's not matching the style for some reason. Okay. I'll just type it in. Okay. So we're ending in nine minutes, it says, but we're gonna try to keep this going. Hopefully, the the room doesn't shut down on us. Customersuccess.cx/daily, I think it is, that, to get on to Connor's newsletter. Let's see if I get this right. Connor's making me realize I need a newsletter because I I'm sharing his newsletter all the time instead of my own. I'm just playing. It's good. And here is here is a little screenshot of that of that, newsletter that Connor sent out about the images. So his top tips were, you can see in that chat, but I'll I'll read some of the stuff out. And he says he's like, go forth and make your project I think he said make sure that your project wait. Hold on. I read that wrong. He said review every image. Make sure it matches your product's current UI. So that's one key tip. Make sure that those images aren't out of date. And then highlight the most important UI elements, and then add your alt text, which is the captions. Like, make sure the alt text is in there so that Finn knows what the image is about. So he said he was saying, like, it also means, like, going back and doing that tedious work of, like, updating screenshots, writing alt text, adding clear captions, it just became, like, that much more valuable. So even though the work is kinda boring, it's you know, you can you can understand that it's gonna have even more value for you. And I I think that's the one thing that I've really found about Fin is that it's a real good forcing function to to to force teams to update the content because you realize how valuable it is. Every time somebody sends a message, they're getting the wrong information if you don't update the content. So as soon as you see something out of date, best thing you can do is jump on updating that content so it's it's it's accurate. So, it's a good question. Thanks, Kelly. Appreciate it. See who else we got. I know we have Mariana as well. And, Constantine, I wanted to read this thing about Constantine for those people that are listening on the video and might maybe don't, click on the links. Constantine question was, given that we already have our knowledge based articles in place, is there a way that we can use that content to create quizzes or training flows for humans similar to how Finn uses the knowledge? And the answer that that, Diana thankfully got us in the background is that we, we have a solution for this called SolidRoad. Okay. It operates on a similar principle to Fin just as Fin ingests our help center content to answer customers. Solid Road uses AI to ingest those same public facing help articles and and other files to generate training scenarios. Instead of simple quizzes, it creates interactive simulations. It allows new hires and existing staff to practice mock tickets or chats based on our actual documentation in a safe environment, giving them automated feedback and scoring before they talk to real customers. It's currently used for our own onboarding and new product introduction training. Let me know if you need more details on how the AI ingest works. Okay. Cool. That's awesome. So I think this is very similar to what I was suggesting. Like, this is a it's basically, they they built a tool to do this, but you could also do some of the stuff on your own if you if you needed to. But, thankfully, they've already got a tool for it, so you don't need to do that. That's pretty cool. But I was thinking, like, communicating with the API and pulling those same articles in and then making making things from it. We do a lot of this with the MCP for the inbox, but now with the article, if they got access to articles, even better. You're very welcome, Kelly. Kelly's, like, great suggestions. I oh, I can pin this to the I can pin this message to the screen. For some reason, I couldn't pin the other one. Let me let me pin Kelly's message there. I appreciate the feedback, Kelly. That's really nice. So oh, I can just pin it to the chat. Wait. Hold on. Publish message. There we go. Okay. Ah, published the wrong one. Well, okay. Bear with me, guys. I'm I'm learning. I'm learning. It scrolled up on me when I try to there. There's Kelly's message. Thanks, Kelly, for the the the feedback. Appreciate it. I love the I love that we can work on this together. You know? Like, you're not you're not here you're not alone in the inbox anymore. You know, office hours are here every every Monday for you. You can come in, get answers. We can collaborate. We can learn from each other. You know? So we got even Constantine's questions making us all think about, like, how do we how do we do better training? You know? And then Kelly's got us thinking about how do we improve on the images, and Connor's got us understanding that too. So and I'm gonna jump over here to Mariana's question now as well. That's weird. I can't I can pin stuff from the chat, but I can't seem to pin stuff from the from the q and a for some reason. So let me go to the other side and go to the q and a. So we got Mariana. And do we have any other ones? I think that Mariana's might be the last one. So if you guys are still listening in and you have any questions, fire off some more for me, and we can we can dig into them. I'll I'll stay a little bit longer if you need the answers, but we can always do it next week if not. I was saying, Mariana said we're looking for ways to increase automation in conversation where Finn is not involved. Okay. So we're looking for ways to increase automation in conversation where Finn is not involved, and we're looking for a way to automatically send a check-in and then closing message to inactive customers. I know we can set up a workflow for that, but there may be an easier way. In workflow, we wanted to choose a trigger for when the teammate assigns a specific conversation tag because in some conversations, we don't want the automated messages to be sent. For example, when we're checking some details or still investigating a case. Is this the best way to do that? Do you wanna come up on stage and talk about it, Mariana? I I I understand what you're trying to do for sure. I definitely understand what you're trying to do, but I've got some thoughts on it. But, I've got I've got some mixed mixed feelings about what to do here so we can maybe chat chat about a bit. If you if you're not available to chat, I'll just chat to myself about it. Cool. You're available. That's amazing. Hey, Mariana. Hi. Yes. Good to talk to you again. yeah. So I was just looking for, for the best way to on automate it because. I think some other solutions would be, like, if we have the button to send a message or to close a message in the inbox, Yep. if there. could be an option, for example, to Mhmm. set set as inactive, for example, but I know there is. no such a feature for now. So. just trying. Yeah. just to. do it. I so yeah. Yeah. A 100%. You're on the right path. I think you got a bunch of good suggestions there, but, like, there's nothing that really is exactly right, I think. That's how you're feeling, probably how I feel about it. I actually I wish that I could tell you that I have something for you right now because I actually am building something that can do this because I want that functionality too. And there was a tool out there that that I really liked as well. It needed some there's some things I wish were better about it, but it was it was a really good tool. Justin, you can't hear me? Justin can't hear me. Can you hear me now, Justin? Let's see. Oh, never mind. Okay. Cool. You got me. Alright. I was gonna say restart or reload or something. Okay. So okay. Back to Mariana here. One second. So, yeah, there's there's a tool there called wow. I just forgot. Oh, bump. It was called bump. I don't know if anybody tried it before. It's a very interesting tool. Like, you could you could basically set a bump, and you could say when you want it to bump and how long, you know, how long from now to bump it again. And you could set bump templates up, and you could actually bump bump something, like, two or three times if you wanted to until it until it ended. And I used this quite a bit when I worked at FocusMate. I was, like, head of customer support over there, and I they had me they had my testimony on the page because it said like, I I was like, they saved me from snooze hell, I called it. Because if you snooze like, this is probably one of the reasons why you you want something. Right? Like, you snooze it, but then it just comes back again, and then you gotta figure out what to do with it. And you can't you don't necessarily remember what it was you were thinking about when you snoozed it. And so it just comes back and. haunts you over and over again. Right? Yeah. And we'd we'd just, like, automate it completely. So. in case the customer is not active, just to send them a follow-up if they still need help, Yep. and then just automatically. close it. And that's. it. Exactly. So bump bump could do this. But I think your solution and I'm building I'm building something, but it's not finished yet. So I I don't know when it'll be finished because I've been focused on other things at the moment, but I was trying to build something to solve this problem. But I think your your best solution at the moment is probably because Bump, I don't think it exists anymore. If it does, like, people had some problems where the payment processing couldn't work. And so I wouldn't necessarily recommend go trying it, but it was actually a pretty good tool. There are some things that could be better about it. I hope I can finish mine and then give you that soon. But in the meantime, I think one of the ways you could do this is a reusable workflow, a button to a a button to do a reusable workflow if you're doing it manually. So, like, if you see that this is an inactive customer and you wanna just, like, get rid of it, but you want you don't wanna get rid of it in a way that doesn't give the customer support, you could fire off a re a re a reusable workflow. And then in that reasonable workflow, have intervals that you want to follow-up with them and then have that reasonable workflow. And if, you know, x y z tag is is, you know, is tagged on the user or something else happens, like, the user becomes active again, then they then they come out of that workflow. It's or you could I mean, you could use a series potentially as well, but I don't know. I think that's a little bit overkill. The so a tag would probably work as well. Like, the reusable workflow you can do from the chat. Like, from the bottom of the chat, you can actually go and grab and use a reusable workflow, and you can even add a reasonable workflow. I think if I'm not mistaken, I think you can add a reasonable workflow to a macro so you could have a macro apply. And that's the that's the other thing I was gonna say. A macro reply with an action that you want want taken, you know, would be good. I mean, ideally, I've asked Intercom many times for snooze and close. Like, what I would like is something where you could snooze and close it. So you could say and this is what I'm trying to build. Like, I I I just trying to build something called snooze plus where you have the ability to snooze and then close it. And you can say snooze and then close in three days or snooze and then and then send another message in three days. And then if they don't reply after that, close it. You know? So that that functionality doesn't exist right now. So you either snooze or you close. But closing, like you know, too early is not something customers enjoy. And it also sends out a CSAT thing, which asks them, like, how did you do? And you didn't even help them yet, so it's not good. And so, like, you end up having to snooze manually. You snooze, and you have to come back again manually and close it. And I think that mental overhead is just a waste of energy on every customer surge service agent. So I would say set up a set up a macro that does some sort of thing like like snooze and fire off a a reusable workflow or, you know, some sort of whatever action you wanted to take, like, push it into a specific workflow or something like that. I don't know if that helps, does that give you something to think about? But I think you're already on the right path, but I think maybe, this might help a little bit, the idea of using a, macro with a reusable workflow. I, Could, you maybe I think that should work. Sure. could you maybe show us next week how to do it? Like, how to attach. a workflow on macro? Because I didn't. know there. was such a I. know that there. are, some let me try it right now. Let me let me try it right now. I mean, I I the one thing I was gonna say is I'm I'm not a 100% sure I'm not a 100% sure. That's why I think I should do it right now because I'm I'm not a 100% sure if I can if you can use the reusable workflows there, but you can definitely do actions on a macro, and that is actually a really powerful thing. So we should definitely show that here. I'm just trying to okay. Stop sharing your quote, and now I'll share my screen. So the the if you go into let me see. I'm trying to think. Okay. I'll go in here. I was I don't have a reasonable workflow here. Let me see. I know that this client has a reasonable workflow. And since we're not gonna go into all the details, we're just gonna go into settings, so it should be fine. Alright. Settings. Go here. Okay. So, actually, I do need to go in here. Okay. Let's go in here. And then maybe I can let's see. So you you know how have you set up a reusable workflow before? Are you familiar with those? Yeah. Yeah. We already. set one up for those. in the customers, Oh, you did? it was. yeah. It was just the trigger that wasn't super helpful for us because right. now we set the trigger as teammate chain ads conversation tag. Oh, And it would. Yeah. Yeah. Yep. much easier to do it via macro directly for sure because. we only. want. to use specific cases. You know? Yeah. Yeah. For sure. Okay. I'm trying to figure out I think I'm gonna have to do this over here because I don't wanna show any information from someone else's account. I was trying to see if I could just get to, like, a side a side location to show this, but I can't. So, let's just go here. So this is my own this is my own setup. I'm gonna make a I'm gonna make a reasonable workflow real quick just so that I have one in here. And this this I don't have a need for a reasonable workflow in this particular, setup, but we will we will do one here. Reusable workflow. Okay. And if you if you're not familiar with the reasonable workflows, basically, the main thing there is that you're making a workflow. You're I'm just gonna put any random stuff in there, I guess. Actually, let's not do that. Let's do that. Let's put some other random thing in there. Okay. So I'll just send a message. Do you still need help? We probably don't need this in this case, but I'll just show the basic idea. Save that. And I don't know if it's not live. I'll just make it live just so that I can use it over here. And then I want to thanks for bearing with me as I'm just sort of, like, winging it here. So under here, you can use you can first, you can trigger a reasonable workflow right here. Right? So you just have that option to trigger trigger a workflow. But if we do a macro and then we go into here, we can go into making macros, a little bit more detailed macros. Okay. New macro. Alright. So you can add an action. Let's see if I'm right or wrong about this. Reasonable workflow. Yeah. See, like, this is the thing. I thought we could use a reasonable workflow, but it looks like we can't in here. But we can do, data connectors, and we can do can we not fire off? No. We can't do a I wish we could do a reasonable workflow. I think that's a feature request I've given in already before. We cannot do a reasonable workflow, but can we can we tag a conversation and then use that tag to start the reasonable workflow? I think we could do that. I think we could do that. So if you you you know how you can add a tag automatically with a macro. Right? Or or did you know that before? Not sure if if I've ever done it. Okay. So this is like, do you still need, you know, do you still need need help, you know, or something? We make this little macro, and then we tag it with whatever. I I also wish we can make a tag here. You know? Like, it like, if I type a tag and it doesn't exist, I wanna just be able to click here and go create tag. You know? It'd be so nice instead of having to go all the way over to another screen and find the screen to make a tag. But I'll just do something like where is it? Inactive. I think I saw something there. Inactive logged in. Okay. I'll just do that for as an example. So, oh, I need a title for this. Snooze inactive or something. Or wait. Trigger inactive workflow. Okay. I feel like there might be another way for us to do this, but let's okay. So if I do this, I'm chat tagging that. Right? So if I use this macro now I'm not gonna use it for real. But if I use this macro here, I could say inactive. Oh, give me a second. Use macro. So use macro, and then is this really intercom? I gotta reload the screen. I I wish they could solve that problem too. Like, you just made a new macro, but you can't use it because because the screen doesn't know it's there yet. Right? So to trigger an active workflow, I click on this. It puts my message in, and it adds the tag right away. And then that should fire off the I could I could fire off the reasonable workflow based on, that. that's perfect. Yeah. Yeah. Does would work? be much. easier, I think. Mhmm. Yeah. So then so then let me just let me just confirm the last part of the equation here. So if I go to my reusable workflow that I was working on oh, this this is it? Yeah. This is it. Yeah. Then I should be able to make the conditions of this. I love how I'm just like this is why this is why Diana like, when we when I first told Diana I wanna answer questions on the fly, because I love doing this kind of stuff because it puts me in a very awkward situation that I have to try to figure out if what I'm saying is possible while we're talking about it. But but this is what I do all day long, trying to help people because sometimes, like, people have a request, and I have never seen it before, but I wanna make it possible. So so this is allowing team to trigger from the workflow. But, see, one problem here is there's no way to trigger this reusable workflow. Like, there's no way to trigger this on a certain scenario. So I think you just need a regular workflow, not a reusable one in this case. So you just make, like, an inactive workflow, but not a reusable one. But you'll have to add it to something. I'm just trying to figure out, where we're gonna do this. Basically, we'll have to do it based on if a teammate changes the state, maybe. May a teammate team if a customer has become unresponsive team I'm trying to think. Teammate adds a note could be another one. You could you you could use a macro. Yeah. You could do something like that too. If we add a specific note wait. Hold on. Automatic launch fin. So. what I. have right now is if customer has been unresponsive. So there is a workflow like that. Yep. Mhmm. Mhmm. And. then under you if if if you have a. customer unresponsive workflow, then, yeah, you could just add it to that, I guess. Right? You Yeah. is that that's not a re that's not a reusable one, though. Right? That's that's just a regular workflow? The customer. unresponsive workflow. Right? Yeah. Okay. Mhmm. Sorry. Yeah. Go ahead. You were saying something. My apologies. Under audience, I just. added conversation tag is specific. So. it won't but Yep. Yep. Or you could or, like, you could even you could also do that you could also do that as a stage in there, which is, like, it moves it it it's if they're already in that inactive workflow, then you could you could have it fire off, like, trigger somewhere in the middle of the workflow that says, like, if the conversation if they're tagged this way, then send them that way. If they're tagged that this way, send them the other way. But. yeah. Yeah. You're you're on the right page with that one. I think that's the the next logical step that I was trying to figure out. Is is that the only way to do it as the inactive one? If a customer has been unresponsive yeah. I think that's I think that's the that's the only way you can do it right now. So five minutes? Like, what do you have your unresponsive set to? Any specific length? Or I think fifteen minutes, okay. then we. send follow-up, and then. we have a message after one more day Yep. at closing. Yeah. Yeah. That's the way that's the way to do it then, I think. Yeah. It's but it's I still think that there I wish there was a way to do the reasonable work for from the from the macro. We should probably put that in the product wish list if it's not already in there because I. think that would be the that would be the ultimate way to do it. The other the other thing that we have here is in the App Store, like like I was saying, I don't know. Let's see if bump is even here. No. It's not here anymore, so it's gone. Yeah. So I'm gonna try to build that tool that I want because I think that a lot of other people could benefit from it. It's just being able to send like, if you could think the agents know the best when you see it. You see that thing and you go, oh, I wanna send two or three more follow ups because it's this kind of customer. And it would be nice to be able to just go, like, snooze. You know? Actually, this is this is, like, this is random, but let me let me see something. Oh, I don't have it here. I was gonna see if I had that, like, the development version here so I could show you, but looks like I I don't have it. Wait. Hold on. Do I have it? Snooze. Oh, yeah. I do. So this is a a work in progress that I was working on. I wanted to be able to use do the snooze. So so, basically, it's not the server's offline because we have we have a server that it has to connect to. But, basically, we had a snooze plus functionality where you could just click and you could say snooze. You can say snooze it two times, snooze it three times, and it would it would have the default messages that would just follow-up three times or whatever. So that's that's what I'd like to give give give you eventually, but I don't have it now. So but we'll see if we can get that done. Based on this conversation, maybe I'll be more inspired to get it done. So, yeah. Thanks. I I hope that's helpful. If maybe you can come back. Like, if you're if you're back on the call next week, Mariana, you can let us know how that goes and if it's actually working for you. For sure, Walter. Thank you so much. You're welcome. You're welcome. Thanks for being here. This is, like, I think, your third or or something in a row, and, you know, we had some great conversations last week too. So thanks for joining again. What do we got here? Did we get through everything, Diana? We got I think we got all the questions. We have a poll in the chat there if you guys see the poll tab, and you could fill that out for us. Like, is this useful to you? Somewhat useful? Very useful? I hope it's very useful, but, you know, answer honestly how you're feeling about it. And, yeah, come back again next week. I'm just trying to see if I missed any of them. I think Constantine, we handled. Mariano's, we got Carrie, Justin, Kelly. Yeah. I think we got them all. Thanks everyone for being here. Thanks, Diana, for, backing me up there and helping, get some answers too and, for for, always pinning the messages for me. And, if you guys want to, you know, work with myself or other people from the community, the meet the experts link is there. You can go. You can kinda see some of the experts in the community that can help you with these kind of things. Most of us work on various different levels of of involvement, you know, from being embedded with the team, working on the projects with you to launch things and, you know, get Fin optimized or to just, like, one off calls to help you get unstuck. I mean, obviously, I came here more for the to be able to come directly to you in the office hours, help you get unstuck without having to go outside. But sometimes there's, like, private stuff you don't wanna talk about on a call like this. You wanna dig in too deeper. That's the kind of stuff you can come to myself, Connor, Julian, Milan, and a bunch of other people and and experts in the community. And if you're still listening at this point, I appreciate you being on for so long. Please click that link right up here. I feel like a YouTuber. Click the link right up here. It says join the Intercon community and become part of the community because that's where all the fun happens. You know? So and we'll see you on the other side, in the chat or, on on the intercom community or next, next Monday on the office hours. Okay? Have a good one. Happy New Year too, by the way.