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)

   

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

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

     
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:

     

Once ready, set up your customer answer live ✅