Fin Community

How to deal with customers saying 'No' to Fins question of whether it answered their question

We have customers that answer no multiple times to Fins questions of ‘Did that answer your question’ or similar. They will say ‘No’ and rephrase their question but Fin still can’t answer it correctly. Does anyone have any recommendations on how I cou

963

1 day ago

Jay ReddyNew Participant

Better article context for Fin

Can we better contextualise Help Centre content for Fin?For example, having internal-only guidance/instructions embedded directly within articles that end users cannot see. While content/source guidance and snippets help, they become difficult to sca

1815

Alex TashaNew Participant

Rule slot competition issue

Hi Intercom community 👋We're mid-deployment of Fin and have run into two issues I'd love input on - both from the community and from Intercom's side.1.Rule slot competition - scaling concernWe've noticed that rules are not being consistently retrieve

651

Rajit TheodoreNew Participant

Submitted reviews should not appear as Unreviewed in All reviews

Please make the Monitors list view reflect the real review status. Right now, a conversation can be Submitted but still appear as Unreviewed in All reviews, which makes it hard to trust the list for what’s actually left to review.

170

Kevin StevensNew Participant

CSAT Submission Window

We currently use Fin for Zendesk Messaging and have noticed that when using Fin CSAT, users have an unlimited window to submit their survey response even after a conversation has been “closed”. This results in users sometimes submitting responses ove

1052

Jeremy AlfaroNew Participant

Double factor authentication

We need to implement a double approval process for FIN AI production releases.Before any deployment goes into production, a second level of validation and authorization should be required to ensure proper security and quality control. This will allow

551

Geoff LiuNew Participant

Security model when using Fin with data connectors

Our backend exposes an MCP server, we’re hoping to get Fin using it to look up customer data.As far as I can tell from documentation, the flow is that the server will sign a JWT with user id. Once it passes validation, Fin can then call the connector

821

Jackson KhanConnector

How to use "Other" guidance with Fin Voce?

We use the “Other” guidance heavily for our platform and voice isn’t supported yet. Wondering how other people have worked around this? I tried to update our FAQs as much as possible but there has been issues in which our Fin voice keeps repeating th

821

How can companies like AMC Concrete improve customer communication and project transparency?

jonsan32New Participant

Test Fin

I’m looking for best practices on how concrete service companies such as AMC Concrete can manage customer communication more effectively during residential and commercial projects.What tools or workflows work best for handling client inquiries, proje

6594

4 days ago

NumanAdamNew Participant

Creating back office tickets from negative CSATs for Fin

211

1 day ago

Alex TashaNew Participant

Rule slot competition issue

651

Rajit TheodoreNew Participant

Submitted reviews should not appear as Unreviewed in All reviews

170

Kevin StevensNew Participant

CSAT Submission Window

1052

aestandanteNew Participant

Is there a way to make FIN AI to not abruptly close the chat once confirmed resolved?

Issue: Fin sometimes have a follow up question, “Is that what you were looking for?” / “Did that helped?”Customer replied: “ok” “okay thanks” “cool” “got it” BUT, they’re not totally done with their concern. This is affecting Fin CSAT.

1262

5 days ago

Steve BujouvesNew Participant

Can I Turn off Fin asking me (as an intercom user) to rate the answers it provides me?

I find the in app Fin experience on intercom to be incredibly helpful and I use it all the time. However, I get so many “rate your conversation” emails that it is starting to get annoying. Is there a way that I can mute these? To be clear, this is my

761

9 days ago

Tonje Ness MeinhardtActive User

Fin escalates outside office hours, breaks flow, and creates backlog

Hi,We’re struggling with Fin’s behavior outside office hours, and at this point it’s becoming a critical issue for us. We’ve been in contact with support, they are looking into it. We’d really like to hear if anyone in the forum has tips or experienc

25312

10 days ago

MekiosNew Participant

Test Fin

Fin and MCP oAuth

We are testing Custom MCP with OAuth for a multi-tenant SaaS use case.Observed behavior: after one admin completes the OAuth flow, all Fin conversations appear to call our MCP server with the same OAuth token, even when the current conversation belon

1701

10 days ago

בן גטניוConnector

Fin occasionally inserts English words or foreign characters into Hebrew replies. How can this be prevented?

Hi everyone,We’re using Fin in Hebrew, but we keep seeing cases where Fin adds random English words inside Hebrew replies, even when those words do not appear in our Help Center articles or snippets.We also had a more serious case where Fin inserted

3134

17 days ago

Gerrit HermanNew Participant