Name: Community Meetup Office Hours
Uploaded: 2025-12-29T17:16:04.920Z
Duration: 44 min 44 s
Description: Community Meetup Office Hours

Transcript for "Community Meetup Office Hours": Hey, Intercom community. Hope you can hear me okay. We might not have a huge group today, but I'm here either way. And if you're here, you got more of my time. You can get more answers for yourself. So feel free to say what's up in the chat or, ask a question in the q and a, and, let's go. Let's go. If it's, if we don't have a lot of questions today, it'll be kinda quiet. I don't have any prepared. This is the whole point of office hours is to not come prepared with anything, but to just, like, hear what you have to say, what kind of questions you have. So don't be shy if you have questions or have, even just, like, wanna just chat about ideas in general or get stuck somewhere or you're thinking about launching Fin or you've already launched Fin and you need help optimizing it. Like, any of these things, you know, feel free to launch questions around anything that you need, or just say hi in the chat if you wanted to say hi. So I'm, I'm I'm logged in here from Paraguay, Ascension, Paraguay. And, I'm actually, like, over here at the top of the city, looking over the top of the city. Got a really nice view here. But I'm super excited to answer questions. Last week, we had a lot of great questions, went went deep on a lot of different topics. If you missed that recording, definitely check that out. I see we got a question from Jasmine. Alright. Or Jasmine, depending on how you pronounce it. I apologize if I pronounce it the wrong way. He said, could we review how to oh, let me pin this to the screen, actually. One second so other people can see it. Where's the share button? That's weird. Usually, I can click something to share it up here, but I can't seem to do that. That's odd. I can't share to the screen. Okay. I'll just read it out loud then. For some reason, I can't share it. So, yeah, Jasmine said, could we review how to add the automatic response message for the holiday hours using Fin? Ah, yeah. Yeah. Yeah. Sure. So the we were talking about this last week, actually. It's kind of a bit challenging. There's no real great way to, like, add this in advance, so you kinda have to add it once the holidays start, generally. Are you do do you want to, if you wanna raise your hand, you can come up on stage. We can talk about it if you want. Or if you want, I can just, continue answering, you know, the initial question. The, Mariana, welcome back again. That's cool. Oh, cool. You got your hand raised. Let's do this. Okay. I'm inviting you up on stage, Jasmine Or Jasmine, you can tell me how to pronounce your name. Hello? Hello? Mhmm. Yeah. So I was looking I saw the message come across the screen the other day about adding, holiday automated holiday messages, and I was trying to take a look into how to add that. I just wanted a bit more clarification. What's your yeah. Yeah. What's your holiday, like, what's your holiday plan? that. Like, as far far as, like, what you're trying to what you're trying to put up on the, you know, for the the customers? Like, is it just, like, coming up for the New Year or around that or the whole the whole time for the next couple weeks? Or Just coming up for the New Year. okay. Okay. Yeah. Why don't I why don't I share my screen and we can go into a couple of spots here to look at it. So. I'm gonna share my screen and then I'm gonna jump over to one of the the installations here. I think I'll just go to, my own here. One second. Okay. So you're trying to so there's two things. A couple of things we talked about last week that I think would be useful here. One is, and I've and actually went ahead and used some of the things that we talked about last week, with one of my a couple of my clients. So we did, FIN guidance. If you're using FIN, I think adding some guidance around your, go go into the other section and, like, make some guidance around your holiday hours. That has. worked really well for us. So put something I just put something in here and said holiday hours. And then in the guidance, I wrote, like, we're closed on fry you know, Friday '20, '4 or what was it? Like, twenty fourth to the twenty seventh. But other. than that, we're open at regular hours. We'll be or we'll be back on Monday and put that all in the guidance so that Finn knew how to answer that question. And then you can test it a couple times to see how it works. Actually, let me see, let me see if I can go into, maybe I can go into one of the installations where I, where I did this. I take a look at it. I think it was in here. I'll just see how the guidance did. One second. Okay. Guidance. Let's see if you can find the holiday. I think I just called it yeah. Holiday guidance. So here we had, here's what I here's what I actually wrote so you can see, like, actually how it work. When the communicating holiday availability only state that our office are closed on Thursday and Friday, December for Christmas holidays. Do not imply or state that we are closed before or after these dates. If mentioning other dates, clearly confirm that we are open on December. Avoid phrases like starting on through the holidays or any wording that could suggest an an extended closure always communicate that we reopen Monday at 9AM. So I'll I can copy this and put in the chat if, like, if it's useful and you can tweak it for your own, your own needs if you want. But this has worked, quite well for us over the last, last few, few days for the holidays. Go back over here and stop sharing for a second. Put this in the chat. So here's here's what we had used. Okay. If this is helpful, you can, you can tweak it a bit. And then the other. thing let me share my screen again. And then okay. Anybody else trying to put their holiday messages up? I do I'm sorry. I do have a quick quick. question. So I was actually able I did add that guidance last week. It. looks. like it just wasn't used because on the used, it says zero. I was just a bit, really? sure, yeah, if I did. That and it's in the other all. section. Let me see. if mine was used often or not. I like, that'd be interesting if it wasn't used. Yeah. So mine, was only me just. share my screen. Mine was only used twice, in situations where people, ask the questions. Let's see. I wanna okay. How much? Okay. Just trying to see where it was used. Oh, I can't. I guess it doesn't have, yeah. There it is. Okay. So somebody, they asked, are they open now? And then it and then it used that in the in the guidance. So, maybe if somebody didn't ask, then, you know, it wasn't really used. So that's it's good to point it's a good point that, like, you can't just put fin stuff there because it wouldn't it wouldn't, answer, the question of somebody just going to the site and wanting to know. So the other place that people tend to put this is in your, Messenger under special notice. So in this case here, we put, under special notice. So if you go to if you usually, I just use a search at the top left and say search. Messenger, and then I go into the Messenger and then go to conversate and then in the special notice, you can turn it on. And here we put, like, our I actually add AI right this. So I basically just told AI we wanna write a, you know, a message and then, had it write the message. And the team was happy with it, so we we put it in here. So, you know, office will be closed for Christmas holidays, will be closed these dates, open again on Monday. You know? But the thing the challenge with this is, I think Intercom really needs to improve this in my opinion, you should be able to schedule this so that, like, it turns off when it when it's done. Because, like, right now, probably, the team should turn this off, but it's still on right now. So if you if you log on today, it's gonna stay. We were we're closed on Thursday, Friday, like, last, you know, last week. And. so it'd be nice if there's a way to schedule that and have it, like, not show up. One of the the conversations last week was putting it in your workflow and, like, then you can actually schedule it and have it have it pop up and then disappear afterwards. But it would be nice. if there's just a feature there. And then I guess the the third thing to handle is the, office hours. So here, most people only have access to, like, one default office hours, and. you they usually you'll change this, you know, for your, you know, for your holiday period. If. you do have, like, custom office hours access, then you can make a separate set of, you know, holidaycom office hours or something and then apply it, or, you know, something for that for that week when you're when you're doing it. Otherwise, you need to say, like, okay. You have to you have to customize you have to customize this. It's a little bit more work, right, like, to do. it that way. But if you it'll affect your numbers if you don't do it because then, like, if you're off for a whole day and people don't reply, then it's gonna. assume that you were replying slowly for, you know, like, for those hours. So but you can, like, build out, like, a set of hours. You can say, like, oh, we're we're open Monday from this time, but, like, Friday, you know, we're only open till noon because of Christmas or something. So you can you can build out a little schedule that that makes sense, and then. and then save that. I'm just gonna delete this because I don't wanna mess with their, their schedule. Does that does that answer your question about, like, what to do? Is there anything else that I'm missing from your from your side? Find the where did you find that search? Oh, wait. I think I see it. For the. special some. in, wait. some, in some people for some people, the search is at the top here. For some people, there's, like, a search icon down here. And I don't know what the difference is in the workspaces, but, like, search is sometimes down here and sometimes up the top. And then I usually just search messenger, and then it gets me to the the main messenger screen and then conversations and then special notices at the bottom. Got it. Okay. Do you have an email? Yeah. Awesome. Yes. Okay. I don't have a Thank you. Yeah. No problem. Does that that works for you? If you need. anything else, let me know. I'm gonna go check and see some of the other questions. And I appreciate you coming on stage and, and talking with me about it. No problem. Thanks. Cool. Okay. Let's see what other questions we have. So Mariana said, I was wondering if you have a way to keep track of fin performance on daily. Interesting. So, Mariana, you wanna come up on stage and talk about it? Okay. Got you. Let's do it. Okay. Yeah. Tell me a little bit? more what mhmm. Yeah. I got we got you. Cool. Yeah. So I was just wondering how to do it. Like, I know that there are alerts for, d sets, for example, Mhmm. on Slack. And I wanted to do something similar, but, for other, areas like team involvement, Okay. number of conversations, so just to have a daily summary of how FIN is performing via an alert so we could measure on daily basis what we could improve, for example, just to, Mhmm. you know, be able to respond quicker than going to the reports and viewing the different data. Yeah. Yeah. It's it's a hard one. Like, sometimes this is, this is not easy to figure out. Like, there are some there are some reports you can schedule and send to yourself, so you don't have to necessarily go in and look at them. But, I don't know that the ones around thin performance are necessarily, you know, as as useful there. I I would also I would probably say, like, in some ways, the MCP and asking questions, the MCP might be good. I know we talked a little bit about that on a previous conversation. I don't know if you have you had a chance to try the Intercom MCP at all? And and was that useful to you? Or. I? haven't tried it yet. you haven't. tried. it yet? Okay. That's cool. Well, let's let's take a quick look. Like, I'm just gonna I'm just gonna, like, wing it right here because I'm I'm thinking of myself. Like, I'm not exactly sure. I've never really had a specific need for, like, a daily report, but now that you're saying that, I'm kinda curious. So I'm gonna take a look and see, like, so I'm gonna go to one of my clients, Jukebox print. They they've given me permission to use their installation for some, like, demos and stuff. So we'll take a look here. So in the FIN report you have now, you've got a, like, a a performance report here, but you don't really have the way to do, like, schedule, anything to go out. If you go into the regular reporting, we used to have a lot of features around being able to schedule stuff, but I'm not sure if there's anything in this. Like, you could do data exports and schedule data exports, I think, but, I don't know that a data export is gonna be as useful, unless. you're gonna run it through some other tool afterwards. Like, that that could be a possibility to run, to run some stuff. But I don't know if we're gonna get the kind of data that you want. Like, the CX score. So you get you get the CX explanation and stuff. So I guess you could, like, schedule an export daily if you want to. I don't know. Have you have you done any, like, scheduling of exports? Like, do you would spreadsheets be useful in your mind? Or Maybe I'll give it a go. Yeah. I haven't tried. it before. Just export Yeah. it whenever I needed it. Yeah. Yeah. You could schedule an export, then it come to you in an email, basically. And then, and then from that email, maybe you could you could drop that into AI and get some, you know, get some ideas from it, or you could, open it in a in a Google spreadsheet maybe and make a chart. I mean, it's not ideal, but it could be, you know, it could be an option. And you're looking at, like, which kinds of things for AI, I guess, are most important to you. So you can, like, you can share here. You can schedule delivery for the Fin AI agent report as well. So you could do, like, today report or, like, I guess it would be yesterday. Like, we got yesterday report and then schedule a delivery to to the team or to whoever yourself or the team, Mhmm. and then give it a name and then send it out, like, every day if you want. And then you'd basically get an email every day with yesterday's performance. So something. like that might. might be that's That might be viable. I don't know if it gives you enough information. Like so you're kind of getting, like, some info about this, but, like, four conversations about terms and conditions. Yeah. I guess you could you get some data here that could be useful. But the other thing is you you could design your own chart too. So if you, I don't know if you ever designed your own report, but you can go in here. and. you can build. yeah. You can build the report you want, and then you should be able to schedule that too. Let me just see if I have a custom report here just to be sure that the why is that not loading? Oh, there. Your reports. Okay. So I think I'm trying to see which one I know for sure is, like, a custom I think this one is a custom one, customer satisfaction. No. It's not. That's an improved customer satisfaction. Okay. Let me just make a custom one real quick just because I wanna make sure that we still have that we have the schedule features on the custom one. So, let's do CX, maybe CX score. And then, overall CX, and then CX, and teammate CX, and then negative score reasons. Let's move that down here. Let's make this a little bigger. Okay. So I think I'd rather have the visuals up top, I think. There you go. Okay. So let's just, so I'm just gonna save this as a, a fan daily report or something like this, and then save that. And then, actually, I will before I make that a daily before I make that a daily report, I want to, make this yesterday. And then, yeah, I do have the ability to schedule that. So you should be able to make a custom report with just. what you want. Mhmm. Yeah. Just what you want on there and then schedule it and, share that with anybody on the team. It looks like you can add email addresses, so you might be able to even add let's just see if I can do this. Nathan at oh, wait. I'll just use a different email address. Yeah. So you can add emails that are not even in the system as well. So you can send it to people who maybe aren't in intercom, because I know sometimes that's, you know, part of the problem. They're not in intercom to see this stuff. But I don't know whether I'm not sure. I'm curious how that actually will, your recipients will receive the latest version of this report at the scheduled time. Any saved changes you make to filter your charge before then will be included in the next delivery. Okay. So that's cool. So you can put a little message there. You can give it a name. You can schedule the people you want, and then, you should be able to send that out on a like a daily. Just make sure you pay attention to the part at the bottom. Because even though I said daily down here, you need to make sure the frequency it's going out is is matching what you what you want, and then you should be good. Alright. Awesome. Thank you so much. And about, yeah. No. the c score, Say that one. be able to show us, how to, how to create a workflow for Slack alert just for the desets? Because I know there is a possibility to do it for normal conversations, but. I. couldn't find the switch it, so it would be only for Fin involved conversations. Yeah. So if a Fin involved conversation is rated with a low score, I would like to have an immediate alert on Slack, you know, I we can. reply. I I love that idea, but I actually haven't been able to do it either. There's a problem, there's a problem in my understanding on. the, the way this works. It doesn't you you you've you've it seems like it sounds like you've bumped into this problem as well. Like, so you set it up to send it, but it only sends it when a human's involved in it. Right? It doesn't send. it when. yeah. Mhmm. This this is a this is a according to the intercom team, this is expected behavior, but, to me and, you. and other people, it's not expected behavior. Right? Like, it should if I can make a report I mean, if I can make, a report on this, I should be able to make a workflow or make something that that goes there, but I can't. So this is something I don't know if we have it in the community. I'm not sure if we have it in the community, to be honest with you, but we should have this in the Intercom community as a as a product wish list. So after this call, if it's not already added, I'll add it and then invite you to, to also vote it up because, it's really annoying. Like like, my I have a I have a client. who wants to by the way, this is a shout out to the community. If you're not already a member, of the community, please go join because, like, here's, here's the same kind of stuff that we're talking about here. People are asking these questions, and you can help answer other people's questions, but also maybe get answers to your own in the community. Diana has been working hard to get this going. You got the community experts like like myself, Milan, Joseph. There's there's some other ones actually, that aren't on this, top list right now, but they are also, thin experts. Just trying to find, well, Julian and Connor and some others, so that have been on these calls together with me with me as well. Yeah. Here's this is Milan there. And, yeah. So we're we're this joined the community for that reason. I'm just gonna do a quick search and see, CX. Let's see what we got for CX here in the community. So, now that we have CX score, can Finn stop asking c c c scores? Well, obviously, you probably know you can turn that off. Right? So we don't need to you can turn off the CSAT scores. If you didn't know that, you can do you can turn it off. Yeah. We also. switched it to only ask for. sunset if the conversation was positive. So Yes. that's a good makes sense. as well. That makes sense. Yeah. I like that too. Also, like, I have a client who we do, what do you call it, trust pilot. So when the score is a certain, send them send them an invite to Trustpilot so they can so they can, go there. Okay. So alerts to actively engage with poor CX score ratings. This is from six months ago. I wonder if this is related to what we're talking about here. Okay. Ideally, an alert to send key teammates to so support team are aware of any one to two ratings so the team can follow-up if the user did not. Perhaps it's done can be done as an overnight process. Currently, we need to manually run the CX reports. Interesting. Nobody's actually responded to this, but, like, you can do this right now, but but the problem is it's, like, you can't, do it with only fin involved items. So I'll post this in the chat, and maybe we can, like, expand on this this one. This is, in the wish list, already. So we can expand on this one to say we wanna include fin, fin only ones. Oh, yeah. Sorry, Jasmine. I didn't see your comment there, but you can, join the intercom community. There's a button at the top right here, I guess, if you're still seeing my screen. Or you can, click on the link I just sent, and that'll get you get you started on logging in over there. The community is, you know, really helpful part of my my journey with Intercom. Like, I, I actually started, with Intercom. Like, work I like I don't work with Intercom. I I consult on on Intercom. I'm I'm, basically, a volunteer person working in the community helping out. And, as an expert, I just bubbled up into the community expert. But I before that, I worked at a start up, and I convert I brought them over to Intercom from Zendesk. And the community is super helpful for me when I ran into things I didn't understand. I go in there and get answers and ask other questions. And then, and then I started to realize I knew a lot about Intercom, and I can help answer other people's questions. So all of you probably are experts in your own way on different parts of intercom, and you you still need to learn, you know, other parts. So you get a chance to maybe be helpful to someone else. I know Mariana, yourself, and some others that were here had some feedback or ideas for people who are trying to, you know, trying to solve issues. So, like, each of us has, the opportunity to to kind of, like, help other people but also get more information. And if you have a feature request, there's the product ideas section in the, in the community, and you can put something there and other people can vote it up. And I've actually been talking with Diana about getting involved in that conversation with the team. So when they're actually trying to decide what things to build next, hopefully, you know, myself and other experts can help, bring your your ideas and your opinions forward to make sure that they people understand how important some of these things are because, yeah, negative CX score. And to me, I think the most important negative CX scores are the ones where Intercom, where, like, Fin is doing the work because, you know, we we have no oversight. Like, no one on the team is actually seeing what Fin is doing unless you go into the into the sections and do it. But, I will say that even though we can't trigger that here, I wonder if you could do a Zapier, type setup. I don't know if do you use Zapier at all, Mariana? Or do you use any kind of automation tool like Pipe Dream or, Make or anything? No. Nope. Okay. Okay. Because, the one thing I was thinking is, like, that would be one way to accomplish that is, like, potentially, if, you know, if a conversation is closed and it has this kind of score, you know, send it to send it to, Slack or something. But I don't know for sure if, I don't I'm not I don't know for sure if Slack can see the, CX score or not. And so that would be one thing I'd have to look into. But maybe we can see if we can find a workaround. And if I if I find one, I'll let you know. But we've tried a few different things and haven't been able to get it work. So right now, I'm working with the team at Intercom trying to, like, help them understand the importance of this. So I'll highlight this question that you brought up because you were trying to do the exact same thing that that my like, one of my clients is trying to do. So when it's a negative CX score, we wanna send that to, Slack and same way as you and then be able to see that so that we can, you know, so that somebody can handle it. So, but for some reason, it doesn't do that on on on a lower high six score. Even on the high six score, our goal was to, like when there's a high CX score, and it's only Finn involved, still send send them a Trustpilot, review link. Like, hey, you know, invite them to to to review the company on Trustpilot, but we couldn't get it to fire. It only fires if a human is involved in that conversation, which means that it's, you know, as we move more and more into AI taking over most of those conversations, it means less and less trust pilot reviews are are being you know, less trust pilot invites are going out. So we're trying to we're trying to fix that problem, but so far, we haven't found a solution yet. So, but that use case your use case is kind of, similar. You're basically trying to say, like, when something's negative and it only involves Fin, make sure the team's aware so we can improve Fin. Right? Yeah. Exactly. Okay. Awesome. Okay. Thank you so much. Yeah. It makes it. sense. Yeah. No. No problem. I'll bring that to the team. But, yeah, I save you from banging your head against the wall because it doesn't it doesn't work. There's no way to do it. Yeah. Okay. So yeah. Thank you. But we'll we'll yeah. No problem. Yeah. Vote that vote that up in the community, and then I will, oh, Jasmine, did you wanna come back on stage and talk about something? Okay. I'll let I'll bring you back up. I. just invite hey. Okay. Go ahead. I had another quick question. So. one thing I've noticed about the involvement rate report from Fin is. that so we have specific topics, so we don't want Fin involved anyway, and. that's still included in that, Yeah. involvement rate spec. number. And I was wondering if there's a, you know, if there's a way to remove certain topics from that. Sure. Yeah. Okay. Yeah. Yeah. Yeah. Let's do that. I'll show you. I'll I'm gonna share my screen, and I'll show you some some ways you can do that. So, Okay. for example, is there, like, is there a specific topic? Like, this is basically how I would I would do it. So if you go to the Fin AI agent performance screen like this, go to add filter, and then if it's a topic, you can go into topics. If it it it if it's a clear topic that Intercom has picked up on, you can go to that topic and you can select it. And then just essentially, you wanna say is not, you know, x y z, and then it'll exclude those ones from the report and actually remembers this next time you log in. So you. can. you can set it up, and then it'll it'll it'll do it one time, and you basically unfortunately, you can't save it here, but it actually does remember it. I don't I think it remembers it for the other people that are viewing this as well, but I'm not a 100% sure. If you. go into the report section oh, some good structure in the hallway there. If you go in the report section, you can do the same thing. So under the fin AI agent on here, you can add this whatever filters you want, and you can filter by topic. But you can also do, like, any kind of cost like, if you have any attributes or if you have any if you're using fin attributes, you can use those as well. Pretty. much anything you can use to exclude, like, anything they've got here, you can use to help exclude those those details. And then these ones here, you can save. Like, here, at least you have the ability to say, okay. It's not something, like, I don't know, talk to a person and or refund credit like you're saying. Refund credit, we don't let Fin handle. So what's the point of asking, like, if it's involved in that? So. you can remove that, and then you could, you could make that part of your report. So if you did it, saved it, I guess I'd have to click edit and then add that and then and then save it. You know? Okay. Does that help? Yes. Okay. Perfect. Cool. Thank question. you. I like that's a that's a very good question. Thanks. They're they're banging in the hallway. I don't know if you can hear that, but it's like a it's a little distracting. Yeah. I mean, so so we've got we've answered those couple questions and Jasmine's extra one. If you haven't either of you have anything else or anybody else that's listening in the background, feel free to jump in. But, yeah, these are already really good questions, and and, you know, I hopefully, we'll have a better answer for Mariana's, in the next, you know, other question in the next, coming months. Maybe the Intercom team will pick up on that and fix the the CX score related issue. I think that would be very valuable to a lot of people to be able to, like, trigger based on those details. So nice. Well, I mean, I I'm gonna say thanks very much to Jasmine and Mariana for being here with some questions on a on a like a holiday. Your your team should be very, grateful to have you on the team, you know, that you're you're tapping into this resource, when you can and, and, getting getting answers so that you can do, you know, work on your your projects better and provide better stuff for the team. So I love it. It's it's good to have you here. I'll wait a bit and see if we get any other questions. And, if not, then maybe we'll sign off a little early. But, if you got like, Jasmine and, and Mariana, if you're still here and you wanna ask more questions, don't feel don't feel like you're taking up too much space. Like, everybody else is learning from your questions too. So feel free to ask more if you have them. Trying to think if there's anything that I've learned recently that might be interesting to share, as well. The, we're always doing so much, but over the holidays, my brain has been a little bit, not tapped into, like, what to what to track in order to, bring it to the conversation here. So I'm just thinking right now about some new things that we've been doing. Yeah. I I I think I mentioned fin attributes briefly, and I don't know if, anybody on the call is using fin attributes, but it's a huge, it's a huge win to be able to, like, categorize things based on, interesting, like, very like, interesting information that's in your data and then, use those to route, conversations around or to, escalate based on based on that information. So if you're not using fin attributes yet, highly recommend digging into that. It used to be called AI categorization, but now now it's called fin attributes. And, I also use a lot of, fin tasks, which, I mean, give you a lot a lot more robust functionality within within, thin, you know, thin work. So I highly recommend, get digging into that stuff if you haven't yet. So nice. I expect we'll have a lot more questions in the next couple weeks when, people get back to work after the holidays. But, yeah, I'm I'm actually really happy we had a good number of, conversations and questions today, already. And, just trying to see Yeah. I think I think that covers it. I mean, I I could hang out here if you got more questions, but I also don't wanna, just sit here and talk to myself necessarily. It's like a it might be a boring recording for other people if I'm just sitting talking to myself, if we don't have any other questions. But I really appreciate, everyone who joined. And, if I wrap up a little early, then, it's good for all of us on the holidays, I guess. That's great, Mariana. Thanks. I'm glad that you're all good. How about you, Jasmine? Are you thinking more questions over there? And we all also gotta work on the inbox probably at the same time. That's the the fun challenge. But, yeah, if you join the community and you have more questions, definitely put them there. And then in the new year, we're gonna have lots more of these. Every every Monday right now, we're doing this. So if you're watching this recording oh, yeah. If you're watching this recording, you know, tune in next Monday. And, also, if you if you get a chance and you haven't already, I wanna say that we have, the the community has been featured in nominated for an award. So if you have a moment to go, give a vote over there, let me just grab that link, and and I can, invite you to to vote it up. Diana's done a lot of great work with the community. I'd love to see, I'd love to see us win an award in this category, and Diana as well has been featured specifically in the b two b professional community professional category. So if we could, get your help, here's some more information on it. That link will take you to the, information on the award and then, can also, from there, click on it and go vote, for both the intercom community and Diana for, her work on, you know, making this making this what it is. I mean, she's she's really helped all of us, the community experts, get access to the resources we need and and for the community to get access to the experts and, like, to really, like, highlight, the community, over time. So she's been, dedicated to that. So you'll see her in that b to b community professional area. She She didn't ask me to do this. I'm just doing it because I, you know, I really appreciate her support, and she's really made this community. I mean, I've benefited from this community a lot before I started actually helping the community, and now I benefit from the community by, you know, getting clients who need, you know, me who need my work. Julian, Julian and, Milan and all of us experts that are out there, we're finding a lot that people, you know, just like today, you know, get stuck on something that might be hidden deep in some of the intercom functionality, and, we can, you know, we can help you with that. But we can also help people launch, you know, Fin, for the first time because it's it's kinda daunting to, like, put it out there for the first time and also optimize it. How do you get your Fin involvement rates rates higher? How do you get your resolutions higher? And so we have, like, a whole hiring expert section that Diana puts together. So if you if you are looking for your team needs some additional support, you know, a whole lot of you already have so much work to do, and then it's like, oh, now I have to learn how to, you know, learn everything about intercom as well on top of, like, trying to answer answer my own support request and and handle all the support that my my customers need. I also have to, like, figure out how to help the team learn how to use this tool. And so that's where, like, the hire an expert comes in. Myself and Julian and some others, we we can embed with the team, basically. Like, if you use Slack, for example, a lot of teams I work with, I just connect with them on Slack, and we have a channel, and they can DM me like, hey. How do you do this? I'm stuck here. And or, like, I don't like how I financed this question. Do you have any suggestions on how to do this? And it's I can do that here on, the community office hours, but, you know, some of it's too private for someone to share on on community office hours, and they wanna show, like, the actual deep conversation and what happened and and and all that. And so in that case, we, you know, we can go right into Intercom, look at it together, tag me on stuff, and ask questions. So not to overly promote the the community experts side of it, but just, like, letting you know that the the support is there if you need it. So there's the team the team, at Intercom can only do so much to help, a lot of people, and there's this next level of support that is available. And so I've, you know, I've talked to Milan several times and, you know, worked out some things like, Connor's. You can Connor's got a monthly or a week. I think it's actually daily. I don't know how he does that. Sends it a daily email if you haven't signed up. Actually, let me post let me post Connor's thing because, to be honest with you, I think it's really cool that he does this. Customer success. I think let me see if I got that right. Yes. This is it. So, Connor, Connor, for example, does this newsletter, and, it's very cool, actually. Let's link here. So Connor has this newsletter, customer success c x. You I think you can sign up at the bottom of the screen. Yeah. At the bottom of the screen, he has a subscribe and learn section. And, each, each day, he's sending out, oh, wait. There it is. Daily tips for intercom leaders. It's, I'll send you a different page, actually. It goes directly to the newsletter. But, yeah, he's got this, daily tips for, intercom experts or intercom, teams. And, yeah, he sends out, like he literally sends out, like, a daily tip or, like, an a little note from him on that. Let me see. Actually, I'm gonna look and see what his tip was over the holidays. Yeah. Okay. So today oh, this is actually from a few days ago. One second. Maybe he took a break over the holidays because I don't have a more recent one than, last week. So maybe that's, he's taking a break right now. So he was at the, intercom event previous week, and there was a question about don't automate failure. Poor AI decisions compound future costs. And he said that stuck with him. When you're making your own decisions around automating parts of your support experience, don't lose sight of whether the customer would benefit more from an improved product experience. So it's like a it's cool little, like, thoughts from from Connor on a day to day basis, and, I found it really kind of insightful and and sometimes intriguing. Sometimes I just, like, wanna reply back to to to say something to him about the things that he's saying. And I think it was I think it was Connor that told me that fin image answers were working now. It's, like, actually chooses images from your content and sends it in the replies now. I don't know if you, if you've seen that, but let me let me share my screen real quick so you can see one of Connor's, one of Connor's emails actually, if you want. So, yeah, here's here's one of Connor's emails, that I got. And Finn, this was on this is ten days ago. So if you don't know about, the fact that Finn can send images now, you know, ten days ago, if you're on his newsletter, you would have known that. But, yeah, Finn Finn can send images now, which means that all tedious work, updating screenshots, writing alt text, adding clear captions just became way more valuable. I'll say it again. Boring is good. So, basically, what happens is Fin Fin will actually pull articles pull images from your articles now when it's sending a reply. So it'll actually be in the chat conversation and using that content. So it's pretty cool. Here here's, here's what Intercom said. Fin image answers work automatically. It chooses images based on content and surrounding text when they add clarity to help or help customers follow instructions. The feature is live as a global AB test, so Fin decides when images should be helpful, could be would be helpful rather than giving you manual control over it. What you can do is optimize your content to help Finn, select the right images by placing screenshots close to relevant text using step, specific screenshots or work for workflows and highlighting elements. So, basically, he's saying go out there and make sure that you, you know, update your content. Include the images, but make sure you put, like, captions in and, like, help AI know when this, when these things are useful. Oh, and here he says, my next email will be Monday, January 5. So he's taking a break over the holidays. So there we go. And he's he advises us to close your laptop, go play outside, and see your loved ones, or read a book. So we'll leave we'll leave on that note maybe with Connor, like, a happy New Year and, and Connor, giving us the advice to get outside and, get away from our computers a little bit more often. But, yeah, hopefully, that's, helpful and interesting to you that you you joined today, get a little extra bonus from, finding, Connor's newsletter and signing up and get a little daily inspiration from him. Thanks, Connor. I appreciate it. And, thanks everyone for joining today. I'm gonna sign off just a little bit early, give myself a couple of minutes to go outside. Actually, I'm gonna go run and go for a swim and then, do some meditation. So I'm gonna use that fifteen minutes in that way. So have a great rest of your day. If you're on this recording, we're here every Monday doing office hours. And I think starting this week, we'll have, like, one we're gonna have a single landing page where you can sign up for that and be alerted to all the future ones. If you've ever joined one in the past, you'll probably get a notification about it to an invite to come to the next one, which is probably how Mariana knows that we're here today. And, and, we'll we'll we'll hopefully see you on future office hours. No no pressure to come every week, but we're here every week so that when you need us, we're here. You know, you can get your answers. So, good luck. Happy holidays. Happy New Year, and we'll we'll see you soon. I don't know if I can end this early, but I can leave early. So it might not end right away. So but thanks a lot, everybody. See you soon. Okay. I'm signing up. I just wanna send a little message to say thanks to Mariano and Jasmine for being here. I really appreciated it. It was good to have people to engage with, and your questions were great, so keep them coming. We'll see you next time. Ciao.