FIN

Add Birdie to your custom answers in FIN

Your Intercom plan has to include Custom Answers for FIN

Before proceeding with each step, I recommend watching the entire walkthrough (5 min) below:

Now, proceed with each of the following steps:

1. Go to Automation > Fin > Profiles on Intercom, and make sure that Use Custom Answers is enabled on your Fin profile(s)

   

   Enable Use Custom Answers on FIN profile

   📘 You can read more about FIN profiles on this Intercom documentation.

2. On Intercom, go to Automation > Custom Answers and select New Answer

   

   Create a New answer

   📘 You can read more about creating Customer Answers on this Intercom documentation.

3. Choose your questions Here is where you decide when you want Fin to display Birdie. To train the model, I recommend following the two steps below.

   • Step 1: One after one, search for the following keywords and select any example that matches: issue, error, bug, problem, troubleshoot, doesn't work. You should repeat the same process for any questions that you believe would prompt a request for a screen recording. Here is a list of questions that you can use or draw inspiration from. Eg. First write issue, then select all the examples that match. Then write error, then select all the examples that match. And so on... If Fin doesn't find any example for a specific word or question, you can add them as an example question manually.

     
   • Step 2: Copy/paste to configure the following qualifiers: issue, glitch, error, bug, problem, trouble, malfunction, defect, troubleshoot, anomaly, snag, hiccup, quirk, setback

     

     Configure qualifiers
4. Create your answer

   • Write the bot message (eg. Can you please show us so we can help you faster?)

   • Add path to content > Send an app > Birdie, as shown in the gif below:

     

     Trigger Birdie in the custom answer

Once ready, set up your customer answer live ✅

Click here to get a list of questions you can add to your Custom Answer

• I keep getting an error message

• I'm experiencing strange visual glitches on the platform

• The app is behaving unexpectedly, and it's hard to explain

• I followed all the troubleshooting steps, but the issue is still there

• The website layout looks broken on my screen

• When I click on a button, nothing happens, or something different from expected occurs

• I can't seem to replicate the issue consistently

• The workflow process seems broken; I can't move to the next step

• The software crashes when I perform a specific action

• I'm having difficulty with a multi-step process, and I don't know where it's going wrong

• The custom integration doesn't seem to work

• The product hangs or freezes at certain points

• Certain elements on the screen are not displaying as they should

• I'm not receiving any error messages, but it's still not working correctly.

• When I scroll down the page, some elements overlap or disappear

• There's an issue with the search functionality; it's not showing the results I expect

• I'm facing an issue with the login process; it's not what I usually experience

• I'm seeing different behaviors between different browsers/operating systems

• I can't customize settings or preferences; the changes don't save

• Certain clickable elements or hyperlinks are unresponsive

• I'm experiencing inconsistent behavior

• It's not working as expected.