Best, quick features to set up?
Hi! I’m Ben, and I manage community support here at Product Hunt. We recently signed a new contract with @Intercom that has loads of new features, almost to the point that it’s overwhelming 😅
We had tried Fin in the past before the recent update (Fin 2.0?), and I’ve been working on updating our help articles to make Fin work better whenever I have time. While Fin is a priority, I’m also curious:
What features have others first implemented that were most impactful to your work? It could be data-wise or a reduction in volume! Anything making your team’s work easier, with ~ideally~ minimal effort 🤞
What’s been the best way for you to get everything set up? Navigating the Intercom Community, working with their team directly, reviewing help articles yourself, or something else?
Thanks in advance for any advice!!
@cdcwatson hey! I've poked around with Guidance a little bit, but not too much while focusing on the content. Guidance is kind of like plugging in your style guide and rules, right? I definitely want to play around with it some more just from looking at that link you shared.
How does it compare to workflows? Guidance seems to be workflows for Fin specifically, whereas Workflows are for the overarching instance - do I have that right?
Absolutely may take you up on that walkthrough!
@ben_griese ah good to know you’ve tested it! So workflows are still a good way to bring Fin to the forefront of your support issues. They are still the main engine covering your business logic requirements.
You can think of Guidance as a verifier that happens as a check on top of every conversation. The workflow will create the intended logic and then Guidance can ensure things like comms style, clarification needs and handovers to a human are honoured as a final pass. So the two work really well together.
We’re also building out Fin tasks which are more probabilistic triggers and processes that connect with your system. This gives you the ability to allow Fin to handle user requests on specific issues like account management, refunds etc. I can imagine you might benefit from these as well.
My email is craig.watson@intercom.io if you’d like to learn more 👍
Hey Ben! Congrats on the new Intercom contract. For impactful features, many find automated responses a game - changer. They cut down on support volume and handle common queries, saving tons of time. Integrating analytics tools to track user interactions also gives valuable data. As for setup, working directly with the Intercom team is top - notch. They can offer customized advice. But the Intercom Community is great for peer - to - peer tips. And don't skip help articles; they're a quick way to understand basics. Combining these methods should make your setup smooth and efficient.
Hey Ben, great to hear about your journey with Intercom so far! 🙌
I’m working on some of the product initiatives for Fin. Sounds like you’re already optimising your content which is awesome. If you haven’t already, I’d highly recommend testing out Guidance. This is a new feature which lets you easily change Fin’s behaviour and communication style to match your support policies - all done through natural language.
If it’s easier to chat directly, feel free to DM with any questions. Happy to do a walk through of other features as well if this would be helpful!