Name: Community Meetup Office Hours
Uploaded: 2025-12-22T17:16:04.148Z
Duration: 1 h 28 s
Description: Community Meetup Office Hours

Transcript for "Community Meetup Office Hours": What's up, Intercom community? Can you hear me okay? Hope, sound is coming through. Looking forward to seeing your questions. Good to see you back again. I love the the the the, Squidward, is it? That's, meditating. That's awesome. Love it. Good stuff. I'm glad you can hear me. So we got, we got open time for any questions you have now since, it'd probably be a small group today. So Patrick Star. That's right. I just knew it was SpongeBob, but I was like, not that's not SpongeBob. So I'm trying to figure out who who that was. So thanks. Patrick Star. Nice. Yeah. Do you do you you're here first. I mean, there's a few people there. Nobody, like, haven't commented yet. So if you wanna if you wanna comment, you want a question, we get the first chance to put some stuff in the q and a. Anybody else wanna drop something in the q and a, and, we got people joining still. We'll kinda see what's happening here. If we if we only get a couple of people with questions, that's okay too. We'll just dig in to some of the stuff like last week. I imagine with the holidays, it's gonna be a little bit lighter because everybody's out doing other things right now. So we'll we'll see how many questions we get. But I wanted to make sure we're here to answer your questions. So and if not, we'll just show you some things. I'll show you some other stuff. So do you have any questions? I'll just wait. In the meantime, yeah, we I've been playing around a lot with the Intercom MCP, doing some work with, clients on the, tasks lately. It's pretty amazing to see how much VIN can do now, and we've been we've been extending that more and more every time and new ideas every week on how we can put it to work and the, how how guidance can work. And we had a lot of interesting things last week related to guidance and and, tasks and, data data connectors as well. So I'm I'm curious to see if anyone's got similar types of questions today. If you don't have any questions, then, like, anything you wanna learn? Anything anything you wanna talk about? You wanna vent about, vent about something or celebrate some wins. You know, whatever you wanna do, we're here. So it's also gonna be probably quiet. Okay. Here we go. I know we talked about this two weeks back. Let me pin this in the in the chat. One second. Okay. Diana beat me to it. Okay. Okay. So I know we talked about this two weeks back about when to use snippets guidance in the help center articles. Okay. Cool. So, yeah, I think the rule of thumb for me is is, I use snippets when it's information I want to give Finn that doesn't really fit into the help center. Like, it's not something I wanna put in the help center. Maybe it's something a few customers will run into, but not most people. And so you don't wanna really highlight it in the help center or make a big article about it. But if somebody does a search, we wanna make sure something's there. You know? So, that's where I would use snippets, and I would say use guidance when you want to, I mean, guide, obviously. But, like, when you want to, you know, correct something or redirect something in a different way, that can be very useful. I did run into something recently that I don't know if you've ever talked about here because I didn't know about it before, but it seems like there is a limit to the number of guidance pieces that you can have, and I didn't know that. So I was throwing peep I was telling people throw as much guidance in there as you can and then, hit a limit of 100 pieces of guidance. And so, now I've gotta decide which ones I wanna remove or or merge together in some way or, like, set up in a different, in a different way. So keep that in mind as you're adding stuff. If it's, if it's just information, drop in the snippet. If it's if it's information that could maybe fit into another article, integrate it over there. And then if if, if it's guidance, something that needs to be directing someone somewhere or changing something for someone, then I say use guidance for that. When you're trying to shape the experience a little bit more, I think guidance is a good, you know, good time to use that. So, it's a good question. You know? It's like a constant thing. And, honestly, last week, I didn't even know about the 100, guide 100 piece of guidance limit, so I wouldn't have been able to answer that last week. So we're always learning all all the time. So does that help? Let me know in the chat if you have any other questions on top of that one. I think, yeah, my like, the rule of thumb there just going back to it is, like, if it's something that isn't public information, but you kind of want it to be public when somebody really has that situation, that's where I would put in a snippet. And then, if it's something that you wanna direct people based on, then put it in guidance. And then everything else in the help center articles because it's more, accessible even for the self, you know, self help type people who go and look through the help center and don't ask questions. Because that's the one thing you miss with snippets is if they don't go into the help center I mean, if they don't actually ask a question to Fin, then they're not gonna get that information. So make sure that it's something that you're okay with people not being able to find if they, look through the help center. It's a good question, though. And we have another one from, Mariana. That was, Berkalp Metehan. Am I saying your name name right? I I keep forgetting. We should, if anybody wants to come up on stage and, talk about these questions too, just let me know. Like, raise your hand. Oh, somebody's you already had your hand raised. Oh, I could have brought you on stage. Do you wanna come up still, talk about it on the last one? Let me know, and I'll bring you back. I'll bring you up. We can talk about it more if you want. Yeah. Okay. Let me let me let's take that one down for a minute, for Mariana, and we'll come back to you in a second. I just wanna bring you on stage. I didn't know you were ready for that, so my apologies. I missed it. You're you're ahead of me because you've been here the multiple weeks now. You you knew what to do before I did. Can you can we hear you now? Let's see. I can't I can't hear you. Can you hear me? I got you. We got you. Yeah. Hi there. Yeah. About my name, it's it's certainly Berkalp. I mean, I know it's different to pronounce, but it's a Turkish up. name. Okay. So right. Perkesh. Yeah. Okay. Okay. Nice. Nice. So I had a question. I was just writing it down, and now I forgot. Yeah. So tasks are different, right, from help center. articles because they they have, like, these data connectors which can use or can you use data connectors as well in, guidance? Yeah. The the data connectors, aren't using guidance. They're only in the tasks. So, or they or they can be used directly by Fin as well. So Fin if you have a data connector and Fin thinks it it could be useful for whatever it's trying to accomplish, based on the description, then it'll use it independently if you've got that option selected. But if you, if you, in the task, you can be more specific about when that happens, so, like, the order of operations. and that kind of thing. I get it. Plus you can you can also do some other things like, add, you can add data connect. Obviously, you can add attributes. Like, so you can add, custom attributes or, conversation attributes to, to or people attributes, things like that. So what I've done sometimes like, one of our clients has a thing where you have to put your serial number in, to get you know, find out if you have support for something, and they don't have the serial number on their user's profile right now. And so the the the team has to go look it up all the time. And so what we did what I did was a little workaround where they when they type the serial number in, I actually in the task, I tell it, like, if the person puts their serial number in and it's not on the profile yet, add it to the profile after you after they've given it to them so that next time it'll be there, and then next time, Finn won't even have to ask for it. And so there's, like, a lot of cool things you can do with tasks that you can't do with just a data connector on its own. So I I I like that that kind of thing a lot. You get kinda creative once you see that you can check and see if there's data on the profile. And if it is, don't ask that question. And if there and if there isn't, then you can ask the question and then put it there for next time. Did you yeah. Did you have more around that, around tasks and guidance? Or Actually, no. That was it. Thank you. It's. thank you for your answer. tasks yet or have you have you tried it at all? No. Or. No. No. Not yet. We're we're about to, but, Okay. Okay. we've got, like, capacity issues right now. So. I hear you. I hear you. It takes some time to get to free up yourself to, like, work on these things. It's like, yeah. they're they're the business coach, Michael Gerber, always talks about, like, working in the business and working on the business and the challenge of, like, you know, working on the business when you need to be working in the business. And, so sometimes you have to find that carve out that time to, like, work on improving the business. And I think Intercom, there's a big chunk of that, which is, like, you need to find the time to get over there and improve the system so that it works, you know, better going forward. And, you choosing the right time for that's sometimes hard, but the earlier, the better because then it can help you in the you know, for the future. As soon as you get it set up, you you start you start benefiting. It it hopefully, it gives you your time back in this case. Right? know. Mhmm. Cool. Thanks for coming. up on stage and, for your question too. you for have another one there. yeah. No. No problem. I will drop. I do. in. Okay. Sounds good. Okay. So let's bring, let's bring Mariana's question back up again. Okay. So, Mariana, just wondering about office hours set up for holidays. Now we use, weekdays. So the different office hours in the one we're on now, you're talking about setting it up for your own, setting up office hours for your own, intercom setup. Right? So now we use weekdays between certain hours. If we'll be away twenty fifth and December 26, do we just change the office hours this week to Monday, Tuesday, and Wednesday only, and then we change them back to weekdays, when back? Yeah. I think that's that's the only option you have right now. In my opinion, I wish that there was a way to set up, like, different types of, holiday hours in advance and just schedule them to turn on and then turn back off again because most people have this problem where you forget to turn them back off and then you've got them set up incorrectly for the next week. Do you have are you on the upgraded plan where you can have more than one set of hours? Because if you are, then, one thing you can do oh, use a schedule workflows for hours. Okay. Cool. Yeah. I've, I've seen some people do this as well. I think that that makes a lot of sense. But the problem is is that does that, Brandon, tell me tell me about that. Like, can can you actually change the physical office hours with the workflow, or you're just basically letting them know what your hours are with the workflow in your in that in that context, Brendan. And I said, Brendan, this time, not Brenda. I remembered. You if you want either of you wanna come up on stage and talk about this, happy to bring you up too. Okay. Cool. Sounds good, Brendan. I just noticed that you both have the same initials, so I was getting confused there because you you're both b m on the, on the on the chat. Mariana, if you have any comments about this too since it's your question, let me know as well. The I like this idea of using scheduled workflows for the holiday hours, and I do this with clients too just to give the message that says, like, hey. This is when we're gonna be in. But I don't know that that this could be new to me that there's no way that there's actually a way to schedule the office hours or the hours to change. I've been looking for a way to do that because it's really annoying. Like, I I've met a couple clients. Actually, when I first started working with them, I signed on to their webs onto their website to check out their Intercom setup, and I was like, did you know your office hours are still set for, like, July, you know, first weekend? You know? And it's like, oh, no. And they had to go change it. So and it's a a few times that we've run into that where where teams have, like, left it after the holidays because it's in the rush of everything. They forgot to switch it back, and then it was, like, messing up their, availability. So, we can if, Mariana, if you don't have more thoughts here, I'll just wait until, Brandon gets his audio work, and then we'll bring him up. Oh, wait. You already got your hand raised. My bad. Let's go. Hey. Is it working, Cool. the, the audio? Yep. Yeah. Yep. We got you. Thanks. Yeah. So base basically, what I do is, I duplicate my existing workflow, and. I I rank that ahead of my my standard workflow. And, Yep. when you're working with the duplicate workflow, you can, Yep. schedule it for a certain set of hours. So, basically, Sure. it will only kick in during those hours where you need it for holidays. It'll. automatically deactivate, and then your existing workflow, which remains live during that period, will just. kick back in. Yeah. In theory, Yep. I would test it, make sure it works with your particular setup, Yep. but in I've used that extensively, and it works well. Yep. That's an interesting concept, but, like, that doesn't change your office hours for the expectations. Right? Like, when somebody opens a chat, it'll still say like, it'll still seem like you're in on the days that are holidays. Right? Yeah. I use a a custom message for that to set the expectations. That's a good point. Okay. Okay. Okay. Okay. Cool. So the custom so, basically, custom message chain and then duplicate. I like the idea of duplicating the workflow and just, like, changing it for those that time period. And then you could probably use it again on the holiday, like, the next, same holiday next time maybe, but maybe not because your workflows have changed so much by that time. Yeah. And Unfortunately, typically, you have to kinda really I really do think. Intercom should, yeah, I really do think Intercom should add a functionality to, like, schedule an upcoming work like, an upcoming office hours change because there's so many holidays. Like, it would be great to just say, like, here's the you know, like, I had a client ask me two weeks ago about their holiday hours, and, you know, we would love to set it up that day, but you can't unless you have the there are there is an option. Like, some people are on the upgraded version where you can have different sets of, hours. And in that case, you might be able to create one in advance, have it ready, and then just switch to it. But a lot of people don't have that functionality. They're not on the upgraded plan with that option. And so, yeah, I do think that would be helpful, but, curious. Okay. So is this related to the same thing? Okay. Do you have several workflows or just one main one? Okay. This is another question we can, we can tap into. If you wanna answer, Brandon, too, for this, oh, you're asking Brandon. Yeah. That's what I thought. Yeah. Brandon was curious. you kinda you have, like, several mhmm. you kinda read my mind there. So we actually have, like, several workflows, and I have to update each of them with the holiday hours. So it's a pain in the butt, to be honest. And to your. point, Nathan, I agree it'd be nice just to have a feature for this built in Intercom. Everything that you could do potentially right now feels a bit kludgy, less than ideal. Yeah. We actually. do have access to the feature you were talking about with, the ability to set different, hours. I think I think there's no limit effectively there. You can have as. many as you want, custom hours. Yep. But that's so fundamental. I actually feel more comfortable changing the workflows. I'm just so afraid of, like, messing. up, Yep. yeah, the overall hours. But, yeah, that that's an equally. valid approach. Yep. Yeah. Yeah. I think I think if there was something that considered this whole concept because, like, there there has to be the same problem for every team at the holiday season and, like and there's multiple holiday seasons. Right? Like, depends on where you are in the world, the season, you know, there's there's multiple times where you're off for at least one day, if not multiple days. So, yeah, I think that would be that would be a really cool feature to add. But in the meantime, like you said, I do like the idea, like, duplicating your key workflows and then maybe just putting a holiday office like, a holiday message in the special messages area. If those if you don't know that, like, how to do that, there is a section. Maybe we can just grab a quick link to that, that special message, on the Intercom so I can share in the chat. But, yeah, I think that's a that's a great way to go. I I like the idea of duplicating. Normally, I'll just go in and edit the workflow and add it, but I do like the idea of duplicating because then you don't have to worry about breaking anything. Just make a couple changes, and then when you're done, just delete it or, like, archive it or drop drag it back down below the other one. Exactly. Yeah. Well, the special notice feature that you're referring to, that's a a feature that was beta fairly recently, I believe. And, it's an official feature now, but I have found that it conflicts with thin in some cases. So if you are interested in using yeah. Oh. It's fine. if you're totally manual. But if you have thin, Yep. you'll definitely wanna test to make sure it doesn't conflict or. make sure it works as intended. Yeah. Yep. That's a good point because the other thing I was gonna suggest is, like, adding a guidance guidance, around your holiday hours, into Fin, and just, we've done that a couple times, like, with the the Black Friday sales for one client and, just recently with the holiday office hours adding guidance that just basically says, here's the hours we're in during the holidays. So if they ask a question, about when you open, then guidance will take over and and take care of that. Even if you haven't changed the office hours, that that holiday off holiday hours guidance would probably help. So, maybe that's the first thing I would suggest now that we're most people are like, a lot of people are using Fin First. Make sure you got guidance around holiday hours and then and then make the, you know, the special message just in case because now you have both Fin and the special message going. And I like Brandon's idea of duplicating that. So, hopefully, that's helped answer your question, Mariana. I'm not sure if you're still on, you know, listening to the to the this conversation or you'll catch this later. But either way, that's a good question. I'm glad you brought it up. And, oh, you're there. Cool. Awesome. Thank you. Thank you, Nathan. I'll just hold that out here. Sure. Thanks. Thanks, Berkalp. Really appreciate you jumping on. And Diana said something in the chat there. Said, let's pin that up on the screen. Boom. Oh, okay. I put it down at the bottom. I guess a little different info in the chat. So, Diana, I love seeing the peer learning and knowledge sharing in action. Cool tips. I agree a 100%, and I think that's, like, the thing we've we envisioned here with the community is that it's not just experts and, like, team and stuff like that teaching, but we're all learning from each other because you're using this every day just like us and maybe even some more than the team at Intercom because Intercom team is using it to, you know, create it and use it in a theoretical context, even though there's a lot of people using it in support at Intercom. But you're using it in in various different businesses around the world, so it's really amazing to get that feedback from other people using it. And Diana is the the community lead here. So just a shout out to Diana who's based made this all this possible, the community setup, the the community experts, this office hours, and she's really been, championing it and and supporting us with our ideas around it. So thanks, Diana, for being backstage helping me out. And, also, I agree a 100% with this. This is this is just great. Just great. Sorry there. I don't choke. I choked a little bit. Yeah. Berkalp, did I get it right this time? Said, said thanks for the insight. And, yeah, thank you to you as well, for to to checkular to checkular, for coming up on stage and sharing your questions as well. I've said that probably very poorly, but I know a few words in a lot of different languages that I can't say very well, but I try. Let's jump to some other questions because I don't wanna run out of time for everybody's questions. You know? So I spent a couple I spent a couple months in, in, Turkey. So I, have very, great experiences in there, but also not a lot of language, to pick up on. Okay. So let's, jump to, I think, Sebastian. Oh, we have another one from Mariano too, so we'll come back to that as well. Sebastian, do you if you wanna come on stage, feel free to raise your hand. If not, I'm just gonna read your your question here. I noticed an increase in Fin's image usage in its replies. I had the idea that Fin could not use images from help center, and you could you should leave a clear description of what the image shows. Example, step by step in how to sign up. How has this changed recently? You know, that is a great question, to be honest with you. I was wondering about these things as well because certain things have been changing, and I've been curious as well if that's changed. Have you been, have you been feeling like the content feels redundant now because the images are getting put into the chat? I'm curious if that's your experience. No. No. No problem at all. That's cool. We can just, we can just chat here. I'm I I appreciate that you're actually literally supporting other people in Intercom while we're while we're doing this. This is great. If you can hear me if you can't hear me, then maybe I gotta, type to you. But okay. Cool. As long as I'm I was just curious to see if it was causing a conflict or a problem. If it's not causing a problem, then that's great. I do believe that this is probably something the team is rolling out more. I don't have any information on whether that's really new or whether it's just, like, it's just increasing the frequency, because of, you know, how it's in indexing the content. But I also didn't I also hadn't seen much usage of the images until recently, so I'm wondering if it is, like, an increase. I haven't seen any notification. I don't know if, Diana, if in the backstage, if you've seen anything announced about that. Could be it could be that it's a feature they're gonna announce, and they're just testing to see how it's working with more stuff happening. But, yeah, I love that. It's sending images in the chat. I mean, that that's awesome. I think I think, a good, know, a good agent is gonna send people to the actual screenshots and stuff as well. Okay. Recently, one week ago, it started pulling images from the help center articles. It works well. I wanted to see if it was an update or something so I could start using more and more images and guiding and guiding customers. Yeah. I think, I think I would be I'd say it's fair to say that that's the case. We could look and see if there's any recent announcement, see if we can find, something more official or ask the team. But, yeah, I think you should go ahead and use more images because it's probably going to continue. I mean, ever since Finvision launched where Fin could actually understand the images as well that were being sent to, Fin, I think that that is probably a case that these are gonna this is gonna continue this in this direction. Right? If you're not familiar with Finn Vision, take a look at that too because it's pretty cool. Like, people can actually literally send you screenshots and get responses as well. Right? I'm gonna post that link in the chat if people haven't seen that before. It's pretty wild, like, just that someone could actually send a screenshot and say, here's the problem I'm having and think and, like, understand it, and try to help based on that understanding. And if you've ever used any clod, you know, clod code or or clod desktop or anything, you know that it's quite good at understanding images. So you can you can actually put that into your guidance as well. Like, please send a screenshot and then and then let Finn, take care of it. So that might be another little hack to think about. Just ask, if that if you're if screenshots are useful to the customer, maybe they're useful to you, and ask people to send screenshots of the the issue, and Finn might be able to, like, determine what's going on there. That might that might require a little bit more from us, like, each of each of us to put more on what should be on the screen and things like that in the help content, but still might be interesting. Yeah. Cloud is amazing. Right? Yeah. I was just building out a new feature or, like, an updated fixed to one of my features in my app yesterday with cloud, cloud code, and I was surprised how quickly I was able to get that done. You know? It's really really amazing. Okay. So let's, I think we handled that from Sebastian. That's a great question, Sebastian. Anybody else, keep on the lookout for images showing up in your chat. That's amazing. And let's, jump over to Renee's question, I think. Renee's Renee post one. Let me see. Renee. Okay. So hi, team. QQ from Storylane. Oh, QQ. I'm so curious. Okay. Many many of our I'm I'm not familiar with the shorthand. There's noun question. Quick question. Right? Quick question. I think that's what it is. Right? Many of our, shared customers use intercom articles as their primary KB, but cannot embed interactive content such as story line demos since iframe custom HTML embeds codes are not supported. It's something that's come up a lot recently. Is this on the road map, or is there a workaround? Wow. Yeah. So, welcome from Storylane, by the way. The this is a great question and also something I'm really kind of annoyed about. Like, I wish I'm not from I don't work for Intercom, by the way, just to be clear, so I can't necessarily speak to the road map beyond what I've been told about it. I think that the best best thing here we can do is probably go into the community and vote up a product wish list, request for this. I have to look and see. I'm pretty sure we'd have one because a lot of us have wanted something like iframes or custom HTML embeds and that kind of thing. The one one thing I would I would be curious about, I'm not a 100% sure on whether or not the intercom apps actually allow you to build something that would give support in articles in the KBs. I know they definitely would give support in the chat and other places. So from the Storylane side, like, I don't know if you work with Storylane or you're using Storylane, but, it sounds like maybe you work there. If that's the case, then maybe look into the app development for Intercom and see if there's an option to build out the functionality you want. I don't know that it can be done in the articles, to be honest. I don't think I don't know that development supports that, but dev might support it in other places in Intercom. So that might be one way to fix solve this problem in the short term, if it's possible. I mean, that there's a development lift that you may or may not have, ability to to, like, influence, but it's something to think about. But from the other side, I think voting this up, I don't know if there's any workarounds. If anybody else in the in the community that's listening in has any thoughts on, like, what you could do or what you can't do, what I've always done is linked out to things, and created some way to link out to them. The this this, I don't know. I'm not as familiar with Storylane, so I'm not sure. Can you make, like, a landing can you make, like, a a link that works with Storylane and put that link there to let them launch that? Or, like, if it's not embedded, can you somehow another option might be screenshotting it, putting it as an image, and then link that image to the actual pop up version of it so that somebody, like, sees and goes, oh, clicks on it, and then it pops up into, like, the interactive version. I've done that a few times, and that's what some people tend to do in email. They they put a screenshot of it, like the YouTube video, but they can't put the YouTube video in the email. But they put a screenshot of it in the in the email, and they link that that, screenshot to the actual thing. I don't know if that would help. And, also, if you wanna raise your hand and come up on stage, you're welcome to do that too, and we can talk a little bit more about this. I'm curious to see if what you think about those those ideas if you've maybe already tried those things before. I'm gonna come back to the chat too and try to see what, what people are chatting about there in case there's anything else we wanna talk about. But I wanna kinda catch, Renee here if you're still with us and you have any thoughts on that or you wanna come on stage. Oh, I think I got you. Okay. Let bring it. on stage. Hey. Hey. Oh, our first our first video participant this time. That's awesome. Yeah. I'm on camera, basically, twenty four seven. like it. So, Welcome. yeah. So I actually work for Storylane, one. of lead CSMs here. I also have one of my other support members, in the chat, Nishat. But yeah. So, essentially, what Storylane is, it's an interactive demo. So users can through the demo and we usually embed them, different. knowledge base, GitHub, Gitbook, Yep. doc 60. That'll work a little bit differently. Right now, there was something in the chat, and I can send it over because we have been, kinda nudging the intercom team and totally fair this may not have. been the right forum to to ask. the. I love it. I mean, this is I mean, you're other people might be struggling with the same thing and that it's I mean, maybe maybe it's got a little bit of promotion for storyline in the process, but, I mean, you're not alone in this issue. Like, I've tried to embed stuff before as well. So I know what I know what you're talking about exactly. So it's a real issue. It's not it's not like you're bombarding the the open office the office hours, and we maybe we have some ideas. I don't know. Yeah. But what were what were you thinking? Do you have some workarounds that are kind of working for for people right now? Or So what you can do is kinda what you said. We have a share link that would open in another tab, but the issue. is people wanna stay in the page and not go out. That's why adding it works or even, like, a pop up embed that we also have that you can kind. of use the code to mount to whatever, Sure. any image GIF, so on and so forth. Yeah. I think Intercom released recently, though, an integration with another interactive demo provider. So. I think that kicked off the, combo of can this happen. But, yeah, I probably have, at this. point, like, twenty, thirty customers that, Okay. are utilizing articles, and it's very, very kind of mind for them. Yeah. I've kinda just been like, hey. Like, go talk to your intercom rep as well. Like, see if you. guys can get push on your side. But Yeah. Let me let me also let me also see if I can reach out to somebody internally and see if there's anybody that we can connect with you that would be useful. Do you have an engineering contact or, or, like, a dev contact or anything right now or. no? Yeah. Well, not from. your side. Okay. I just have my my rep that we've been working. with because he's Intercom, obviously. Yeah. Well, Yeah. Yeah. so I have. my manager, but no one on the Intercom kind of tech dev. side. Okay. Yeah. Let me let me look into it. Maybe Diane and I can find somebody that we can get in touch with because I I know from, you know, my experience, this kind of stuff is pretty I mean, it's pretty straightforward. I mean, some JS code in the in the back end, and then now that you could launch this stuff and embeds are really popular. And I know that, like, what you're doing is is, you know, one of many of tools like this. But if you've already got several Intercom clients, that's a good influence for, for the Intercom side to say, oh, there's a lot of people that wanna use this. Like, 30 I mean, 30 is not nothing. That's a pretty good number of people. And if. it can benefit them, you get them all using it more. And it's not like Intercom has a feature like this that could be, you know, could be used in this way. So I. think it's, I think it's the idea. Yeah. Cool. I've seen some people do stuff like they screenshot the demo so you can see the kind of, like, the buttons and you can click on it looks like you can click on things and then you click. on that and then it opens it. But, Mhmm. it's not the same as, like, you know, popping it up right in context. So, Yeah. You know, a gift to. a link out. That's probably. the best I tell people to do it or just like a button. to a link out, when they're trying to do that. But, yeah, super helpful. Yep. Just got them to get it in. front. But, yeah, Okay. appreciate it. Yeah. Yeah. Thanks for sharing. Thanks for coming on stage. And, like, I mean, this is a real issue that other people have. So I'll I'll try to, highlight that. Also, see if I can find the in the product wish list section, maybe you can find some other people to rally on this idea because, Mhmm. you know, your all your I mean, some of your competitors probably, people also want that in there. So it could be an a win win for all of you to get to get that going. So I'll see if I can find the link and post it in chat in a minute here. Yeah. There's one of those found it. yeah. I think we've been like, my partnerships team too has been trying to get some momentum. I think that's the one that's the largest Okay. I. just sent. If anybody else in the chat like, anybody else here, like, today with us is also wishing that there was a way to embed. Go hold this up. You know? Go go go go vote this up. As a community, we can try to build momentum around this too. So I will definitely go vote it up. Actually, no. I'm already upvoted. I think so. And I click it. Yeah. It went down. It went down well when I clicked it. So, yeah, I I. definitely Cool. okay. So I've I've wanted this from a long time. When I even when I when I worked at Focusmate, we were trying to put some embeds in there and and, couldn't do it. So, hopefully, hopefully, it's coming soon. I don't know who it was that, you said they launched a partnership with, but I think if they did something like that, that that should make it even easier to, like, support other ones because they've already got the technology in there. Diana voted as well now, so you got some more votes going that way. If, Yeah. It was a demo, which is a. kind of one. of Yeah. That's the one that I tried to use to, at the time. Yeah. yeah. Mhmm. So they've made a, integration when was this? Probably back in August, August. Okay. There was an integration that so that's why we were like, But. if possible? you seems weird to do it very specifically, though. Like, it would have been better if it was, if it was, like, more generic. Like, you just, like, like, yeah. for WordPress, for example, you usually have this option where it's, like, add custom CSS or add custom JS or something, and then you could embed that and then get it to work. So, Mhmm. cool. Alright. Well, we'll continue this together in the in the in the community, and, I'll try to see if I can find something in the back. If you wanna send me a DM through the community, then I can have your contact, and we can stay in touch there as well. I. think. my community pro you should be able to find my community profile because my big face is on the side of the the leaderboard there. Just click on me and send me a quick DM, and that'd be great. Cool. Awesome. And then I'll, see what other questions we got here, and we'll pop up. But thanks so thanks for being our first video participant as well. Like, that's awesome. You're welcome. Happy holidays. Alright. Yeah. You too. Thanks. Okay. So let's see what other questions we have that I haven't hit yet. Okay. Brennan, you had another you had another question. Right? So we can bring you back up on stage for that if you wanna come back on stage, or we can just talk it over here. And I think Mariana has another question as well. So let's see if we can get to those two here. So Brennan said, has anyone found a tool that can systematically generate screenshots from an app? I've been working with our engineering team to try to roll our own tool for doing this, but it's proving it's proving challenging. Okay. Interesting. So, if you're still there and you wanna jump on stage, we can talk about it or if you wanna just share in the chat. Are you trying to basically get screenshots of your entire app, you know, like, sort of one shotting it? Okay. You're coming on stage. Perfect. Yeah. I'll, I'll try to explain briefly. Basically, what I would wanna do is walk through the app in a systematic fashion. So you can think of, like, a a person navigating and tapping on all the UI elements. Yeah. Yep. Some way to kind of, like, similar to the way a web scraper might scrape a a website, Sure. scrapes. your screens and looks on the app. So we've been trying to use AI to do this, but the AI gets, like, stuck in dead end sometimes. And, yeah, it's not it's not ideal yet. Yep. So I was just. hoping somebody would know there's, like, already, you know, a tool out there for for doing this. That was kind of my my attempt. there. By the way, if, just if I could also well, I'm up up on stage. I I. don't wanna use too much time here. No. But last week, good. you talked last week, you talked about data connectors. I started looking into that for connecting, Okay. Vlad. Okay. And, my company is using the enterprise version ChatGPT, and, it looks like I'll use that. From what I understand from reading through the documentation, you have to actually get engineering resources to build an API integration. Do you is that your understanding as well for enterprise? You're trying to use so you're trying to use, you mean enterprise intercom. Right? Are you talking about chat enterprise? chat GBT using a a connector or just chat with your inbox. Yeah. Do you have, I haven't used the chat g p t connection, but the the when you say enterprise, do you mean, like like, the situation that you're having right now is, like, you you don't have to use API. You can use MCP. Have you tried the MCP, connection to to chat GPT? I I honestly haven't tried the chat g p t, MCP connection, but I'll have to try that now that we're having this conversation just so I can be better informed on it next time. Claude has a connector, so it's very easy to click and add it. But, chat g p t should have a way to do this. I just don't know much about the difference between enterprise and a regular. Let's see. One second. ChatGPT enterprise. I'm just gonna look it up real quick here. MCP. There is a connector from what I've seen, Oh, but, I was. chatting with with Finn. Like, I was asking Finn these questions, and it suggested that you would have to, like, create an app within Intercom and then Yeah. authenticate Oh. Oh, via OAuth and, yeah, use the API understand you want to integrate mean. I the I get what you're saying. Yeah. Yeah. Yeah. yeah. So, yeah, that's the reason why I recommend cloud all the time because because, Intercom's already built the data connector I mean, built the, authentication functionality. So I understand what you're saying. Yeah. So you'd need to you don't have to build an app, but you just have to go and, like, set up an, a new app because you need the API key. Yeah. And then and then once you have the API key, you can do the authentication. So, yeah, that should be pretty straightforward. If you go to developer, I think developer.intercom let me just confirm. Wait. Hold on. Developer. Maybe it's not. Developer I think I know what you're referring. to. But, Yeah. yeah, Develop it's I. just And it developers I mean, the with a plural, developer.intercom.com. And then, go there, and then you you create an app there. I'll put the link in the chat here. So you go there and you create an app. Just just name it whatever you, you know, whatever your connection's gonna be. And then in there, you can get your API key, and then you can use that to authenticate. Yeah. But I haven't tried that in in, in chat g p t, so I forgot that that step exists. But, yeah, that's that's a step you're gonna need to do. And then after that, it should be straightforward. You just connect to the MCP. You don't have to use the API. In this case, you just need the API key to connect to the MCP, I guess. Okay. That that's encouraging. Yeah. That's good to hear. I thought it might be. qualitatively different with enterprise versions of Cloud or ChatGPT. GBT. I thought you might need more developer resources. I don't I don't think so. But if you run into a problem, let me know. Like, just feel free to DM me, and we can maybe jump on a call and look at it because I'd be curious to see that too. The and I'm also gonna try connecting just Chat GPT regular to see how that works. I have the pro version. I think you can connect the, MCP, but I've just never done it because it's so easy and clogged. But, yeah, try that and see see what you think. As far as the screenshotting thing goes, let me look into that because I have used a few tools that are good at this. The the one tool that if you don't have one that just systematically screenshots it, the other the other one that a lot of people use is called I always run into this thing. Is it tank Tango? Yeah. Yeah. How to guides in minutes. Tango AI. I think that's the one that it it allows you to basically, like, just keep screenshotting as you go, and you can screenshot through a lot of stuff because it it puts it into, like, a walk through. So it makes more of, like, a process document. And so it can be a good thing to, like, use to feed, you know, Intercom or something, you know, when you're trying to build a new one instead of having a screenshot and then save them all in the folder and they're all in order or whatever. This, you can just you basically make a process document in in the process of it. So, the but I do think that I know another tool that might work to do screenshots. Is it an iOS app or Android or both? Or It's both. Yeah. And and Webex. oh, and web app. Okay. Okay. Web app is a little bit easier because I think you could use something like dataminerdot, dataminer.io, Yeah. The the web app is definitely easier. It's, most of our users are. mobile, though, so I'm hoping to find, like, an automated solution for Android and iOS ideally. Yeah. Yeah. I think there's definitely an option there. I would you might even wanna put this in the community as, as a post and ask that question, and then we can see if, other people from the community have found a solution. But I'll ask around because I know a lot of people that develop apps and, see if I can find a solution. I've got a vibe coding group too that, that I can ask right now. I'll just drop the chat drop your question in the chat, Awesome. over there right now too. that. And and that's a good reminder about the community. I signed up last week like you recommended, and, yeah, I'll I'll put those, Okay. in there. Yeah. Because it'll it'll definitely hit a larger audience of people than just, like, this one, conversation, and then, we can also pass it around to other people and see if we can, get some answers. Maybe the Intercom team also, sees it and has some thoughts on it as well. But, yeah, that's that's, that's an interesting one. AI I think AI just hasn't quite isn't quite there yet for that. I did run into, one guy who was developing an app where, basically, he had agents going through the it's through he had the agents go through the app for you. Oh, you know what? Actually, have you tried Manas? Or, like, what are you using for what were you trying to do with AI? Like, an agent agentic kind of approach? Yeah. We were trying to do an agentic thing. Basically, tell it, you know, Okay. navigate as a user would and try to systematically. get it to capture everything. Yeah. Yeah. Manus might actually be the one furthest, furthest down the path on this because they were doing this before everyone else. Manus.ai or manus. Is it I m? Wait. Hold on. Manus, m a n u s dot I m. Yeah. You might wanna give that a try and see. The, it's got quite a few functions for, like, agentic type stuff, and they were one of the first ones to, like, really do a lot of agentic stuff. They might be able it might be able to do that kind of stuff, first. The other thing is, what about, for the for the web app, I mean, for sure, Claude code with the Chrome with the new Chrome extension would probably, might might be able to do this well. But the but the mobile apps, I think, is gonna be a different conversation for sure. I'll I'll ask I'll like I said, I'll ask my group and see if I get any answers. And then if I if you post in the forum, if I get some answers, I'll post them there and share them Sounds good. Yeah. I'll share the link with you. And I think this would benefit a lot of people that work with mobile apps. as really time consuming to keep this up to. date. So, yeah, it'd be nice if we could automate it. Great. Great. That sounds good. Yeah. Let's do it. Diane just post something in the comments, which is a great thing to mention here that the intercom community has been, has been highlighted for, basically, the two different awards. And I also wanna mention Diana has also been Diana's also been, up for an award in this thing. And so it will be amazing for you to go and, vote us up, as a community, show, you know, highlight Intercom across the global, community of, communities, I guess. It's kind of an interesting one. Community of communities. But, yeah, this is all focused on community. So most engaged community and b to b community professional. Let's Diana I I've I voted the first time for intercom, not realizing Diana was in a separate category. And so I went in and revoted afterwards. So as long as you, like, only voted for one thing so far, like, you haven't voted for the other one, you can go back and vote again for both. So feel free to do that. I mean, Diana's really made this community, amazing for us. And for me, especially, like, I've been so grateful for the opportunity to, like, help other people and, you know, turn this into a business as well where I'm actually helping people, you know, way beyond what, you know, Intercom can do for a lot of people because they, you know, they they don't embed with the team and actually, like, work alongside them as much. With the bigger enterprise companies, they do, but with the smaller companies, a lot of times, they can't do that. Right? And so I've had the chance to, like, help teams do that because of Diana and because of the community, and I think that's why I keep pushing more people into the community. Yeah. It it celebrates all of us. Diana doesn't like me putting all the attention on her right now. That's that's because that's how she is. She's cares more about the community thing, but I'm trying to make sure we we we give her show her some flowers as well. Give her some flowers. But, yeah, this is this is about the whole community, like, experts, Intercom team. Everybody's made this happen. You know? Like, every day, the Intercom team is in there too, like, answering questions where they can, you know, getting rid of spam, marking, you know, marking stuff as best answers, things like that. So there's a lot of, a lot of work going in every day to make this work. And then we've got I shout out Julian, Julian and Milan and, and Connor and a bunch of other experts that are rising up in the community now too. If you if you click on speakers at the top, you'll see the the list of us. We are we're the top, like, four, community experts that have been involved with some of these events and and and answering questions in the community. There's a lot of, there's a lot of other people rising up in the fin, experts area too now. And I think that maybe we can also drop that if you're looking for an expert to kind of Diane has already added me, posted the chat. But, yeah, if you wanna you wanna see some of the experts, meet them, you know, hire them for something that you might need beyond just, like, having one or two answers here on the call, you know, all of us, all of us experts can help out with that. So I don't like highlighting myself on that either, but I do wanna shout out that Julian and, Connor and, Milan have been, like, really helpful in the community. I learned a lot from Milan, his answers in the community before I joined the community. And then I started answering questions in the community, and and now I've had the chance to, like, help others too. So it's really cool. Let's see. Did I miss any question? I think Mariana had one more. Did anybody else post any other new ones? Okay. Thanks, Diane. You're on you're on top of it all. I just okay. So, so Mariana also asked, do you have some best practices for content management in general? Do you or your clients usually have a dedicated team member just responsible for fin setup and thing and control and other members who manage the content, or is it done by one person? How often do you check the quality of fin replies? Daily, weekly, or or daily or weekly maybe? This is this is, like, a really loaded question. I hope you're still with us, Mariana. There's so much there to unpack. So if you wanna come up on stage, feel free to to raise your hand, but we'll just dig into these questions one by one. And, that should probably take us till the end of this, this session. And, but if anybody does have any more questions did I miss one from just wanna see if I missed one from anybody else so I can see how much time to spend on this one. Yeah. I think we got through everything else, if I'm not mistaken. So let me dig into this. So, wow. Let multiple layers deep here. So first of all, best practice for managing content in general. It's a hard one. I mean, I I do wish the tools were a little bit better. Intercom's a great product. Help center is really good. But, managing the content can sometimes be challenging, especially if you need to pull it off, get feedback from other people, make changes as things change within the app or the the product and and things like that. There's a lot of there's a lot of challenges with managing content. So I would say, yeah, there's no perfect way to do it, but we can share some we can share some tips for sure. So what we do a lot of times is we we like, on our side when we're working with clients, from a consulting perspective, we'll use a tool like Notion, and we'll we'll put all the content there and then run it like, give feedback on it. We'll often run through AI to get, like, suggestions and improvements based on some, top tips that like, from Intercom and some stuff that we personally have developed over time. My partner, you know, my partner in my business, Activelabs, we we we, work a lot with Intercom clients, and she does a lot of work with, the help center stuff and improving and act, and and updating and optimizing the content. So we we generally will pull it down, put it in Notion, make the revisions there, and then we'll copy and paste that back into Intercom when we're done with the changes. It's not a it's not a a great process, you know, at the end of the day. Oh, we got it. And we have a survey. We probably have a survey popping up here because we're almost ten minutes, to the end of the session. So if you see that popping up, please give us your feedback on the session. I would appreciate it. The, yeah, the the it's not like a smooth process. Like, there's no way to push it back to Intercom from Notion right now. So we copy and paste it back in, and there's some formatting stuff you lose that you gotta set up again if you're doing that. So, yeah, honestly, this goes to your next question. You know, do you or your clients usually have a dedicated team member just responsible for for Fin's setup and control and then someone else who manage the content? It it's not a a lot of times, it can be done by one person, but then most of the time, they're just out if that's the case. Usually, we come alongside teams and help with this kind of process when there's a big change or when they're launching Fin or when they're trying to optimize. Fin will come in and spend one month to three months alongside them, maybe sometimes longer, depending on what they're trying to accomplish. And then because because similar to what other people were saying today on the on the call, like, you gotta figure out how you're gonna carve carve out sorry. My throat's dry. You know, how are you gonna carve out that time, to focus on working on the business versus working in the business, you know, responding to like, you're there responding to SPORT request, you know, handling the updates to the products or or your services or whatever you're doing or answering calls. And then you gotta also, like, you know, monitor this once a week or twice a week or, you know, whatever it is. And to be honest, like, going deep, the the goal in my mind would be to get Fin working as best as possible on so much stuff that your job is basically monitoring Fin, managing Fin, and not doing so much support work yourself, so that you can, like, really optimize these things. But in a realistic sense, a lot of times, that's not what that's not what you're necessarily doing. If you're in a small team, you still there's still a lot of stuff that you're gonna be continuing to, you know, get routed to you that you gotta sort out, you gotta deal with until you get, fit and optimized even more. So I would suggest, like, working with one of the experts if you have a smaller team and you need some more support or, building out the team and maybe, like, giving people roles. I do think it's good when somebody is like, hey. You're responsible for, like, looking at Fin and highlighting any issues that come up. I have been talking with the Pav from the from the, Intercom Team who's working on the beta, like, the batch testing and the simulations functionality, which you may have seen in a previous video or previous conversation we had. And we talked about making collaborative tools in there to, like, optimize Fin. So if you see something from Fin that, you know, needs attention, if you could if you could click on it and turn it into a, like, a collaborative channel, like a chat almost that the team can go back and forth on and and and triage and get working, then it would be a lot more collaborative. And I think the same would be great for articles. You know? If there was a way to, like, you know, take this article and say, hey. We need to update this article, move it into some sort of triage mode where you can do some edits and changes and make content, you know, comments and stuff and then push it back to the to the the help center. That would be amazing. We don't have those tools right now, so you have to kind of decide what kind of tools you're using. If you're using Asana or Notion or ClickUp or some of these tools, maybe making a task over there for the things. Like, you can't you can't do it all in the moment. So when you notice some content needs changing, you know, do that. You know, make a make a note and then come back to it, you know, or have a meeting about it, you know, these kinds of things. But the I would oh, I highly say that it's good to have more than one person in this because then they can bounce stuff back back and forth off each other. It's very hard when you're working in a silo all by yourself to, like, make good decisions on that and also to, like, feel motivated and and, share the load. So as much as possible, get the team involved. Even if they're not, like, making the decisions and making the changes, I would say, like, have the team looking out for, like, stuff in the chat. So, one way you can do this is with, tags and and and and, comments. So you can, like, at mention someone. So for for, like, a little example here, if if I'm working with a team consulting, what we tell them to do is just at mention us in a note if they see something weird within, and then we can look at it. And then we can give them like, we can do some tweaks and updates to improve on it. So you can do the same thing with your team, or what you can do is you take a link take a link to that conversation, put it into your other management tool, like, for example, you know, I do Notion. So put it in Notion, and then I say, hey, guys. I just noticed here that Finn said this. How do you think we should you know, how do you think we can update this, to to improve on it? So a lot of times, I don't know how to solve the problem for them because I don't know their content. Like, I don't know their, software. So I'll be like, okay. So Finn said this. Seems like the agent said that wasn't right and that they said something different. So how can we make sure that Finn has the right content so next time Finn answers this correctly? And then we have that task in Notion, and then we can mark it as, like, for review or for, like, in progress. And then when we're finished, we mark it as done, and then we're done. We close it, and then we know we've we've done that change. And so, like, having some sort of project management tool can really help, and then having some way to flag stuff. You know? Yeah. Happy New Year. Merry Christmas. Happy holidays. You know, all the all the things around this time of year. Diana just said in the chat because I know we're, we're actually overtime already. But I'm just so busy answering the question. I didn't realize it was, it was after after that. Diana, did the survey launch okay, or do we need to do something there with that? Because I I don't know if I saw the results of the survey, if we wanna put that up. I I did wanna say, like, just the last thing of that piece of that question is, like, there's no right way, like you said, Mariana. So, you know, playing around with that a little bit, but engaging the team as as much as possible to flag things, I think, is a really good one because there's no way you're gonna go deep on every single, like, thin conversation. And I say that one other way to focus on that is, like, look at your CX score. That that's the Intercom score that basically tells you whether something seems to be a good conversation or or a bad conversation based on the CX score. So maybe if you wanna really focus on, like, tweaking fan and improving it, go into your, like, worst CX score stuff and see what's happening there and then see if you can tweak how what's happening. It might be human. It might be AI. You try to figure out, which things are are happening, and then go to your top ones and see what's happening there and see see if, Fin is actually getting like, if they're a c x five score or six one score, see if you agree with those scores, and then, you can just kinda see how Finn's working. And you might get some interesting ideas about how Finn worked in the best ones that will that can propagate into your human reaction, like, how you handle human ones. And then, in the AI ones, maybe you can see the worst scenarios and see or the worst human ones and see how you can make Fin better or or help the team improve. So those are the kinds of things that I normally do. And then, we talked about this last week, but the suggestions area in Intercom, like, next to the AI tools, go in there and see what kind of suggestions there are and accept the ones that make sense, you know, close the ones that don't so that you can kind of Fin will continue to improve, how it can how it understands the conversations and then, like, what content is needed that's missing from the from the current setup. And I could go deep on this a little bit more. There's so much stuff there. But I I would say, you know, daily is a little bit maybe too much for a Fin once you've got it up and running and it's working. But in the beginning, yes, daily. Like, when you first first launch Fin, I'm in there every day, like, every day looking at the conversations that are happening, trying to understand what what whether I like how it's engaging or not, and then, making tweaks to it. And the once you get, you know, that out there for a little while, then maybe weekly is is fine, to be, you know, checking in weekly and just kind of doing a a spot check, like, randomly looking at a few different conversations. There's a lot of things. We didn't do a lot of screen sharing this time, but maybe we can take this this conversation a little deeper next time and do some screen sharing and dig into, where to look inside the system for some of that stuff. Because if you go into fin if you go into fin agent and then you go to, like, resolutions or you go to assumed resolved, you can look in there and say, hey. These were assumed resolved, but do I agree with the assumption that these were resolved? Sometimes you might wanna reopen them and then get a team member to respond because you you realize that it got closed prematurely. And then you can also use FIN attributes to sort of keep tracking that a little bit differently too. So, yeah, So that I mean, I could go on. Did anything does that help, Mariana? Are you still with us? Okay. You're still there. Did did is there anything you wanted me to touch on a little bit deeper that I said or something that, you know, you would, you feel like, I missed from your questions there? I forgot I was gonna I don't know if I I don't think I ran AI summary today. I was usually run AI summary, so I have a lot of notes from everything. Okay. So we we do have a pull up, I guess, now. Right? Okay. We would I'd love to hear your thoughts on that, how useful this was. Okay. Cool. Thank you so much, Mariana, for your feedback. Yeah. It's, it's it's a work in progress. Like, every day, you just kinda keep playing with it, see what you can learn. And I do think the more often you check-in is great, but I think definitely getting more people on the team involved in it, it helps because they need more eyes on it, the more opinions you have about, you know, how it's working, and then, you can optimize it more quickly. And, also, show your team if you got a if you got a few other people on the team that you trust to to do it, show your team the improve, improve answer workflow and how they can click in on it and see how Fin is answering the question and why Fin answered the question. That helps them to understand more what Fin's doing, which then gives you, you know, more more to work with. Yeah. Cool. Alright. So let's, let's take this question down off the stage. And then, was it still up? Okay. There we go. And, yeah. Thank you, everyone. I mean, I know the holidays are here. We're very close, and I appreciate you all taking some time here to to ask some questions. And I I really enjoy this. I'm learning every day from just answering questions, but also hearing your how you use things. And, Brendon, especially, thanks for giving some tips on how you handle the holiday season, and, hope everyone has a great holiday season. You know? And, Diana, I don't know if we you wanna everything's good with the poll. We got that that done. We're gonna close that, I guess. Well, they'll leave it open if we want for them to answer, but you're very welcome, Diana and and, Mariana. And, I love it. Great. I always love a good GIF or GIF if Connor's listening. So I call it GIF, but if Connor's listening, it's a GIF now. Yeah. So have a great one. We'll see you soon. It's, we'll have one more actually before the New Year, I think. Right? We have one more before, before the New Year. So see you next week, I think on the twenty eighth or something. Twenty ninth. I don't know. Somewhere there. Well, next next Monday for me, anyways. I love that one too. I'm waving. Okay? I'm gonna say bye because I'm terrible at it. Bye. Bye for now.