Transcript for "Already Live":
Alright. Now this time, I'm not gonna sit for six minutes in backstage because there's a backstage and there's an an onstage. And now I said I'd... I I I I hinted that there was something that I wanted to talk about, which is something that we've just started exploring, which has been really good. Now how can I? What's a good way of doing this one? That's... It's it's users and it's procedures. So let me find some... God, am I even gonna be able to show this? But, let me set the stage a little bit. So hello. I'm Connor Pendergrass, and it's nice to see you all. If you are here, please give me a sign, Some sort of chat. You got your chat on the right hand side. That thumb is perfect. Multiple thumbs, confetti. All of that. The, the reactions are good. They they... I really appreciate. They're good. So you got the chat on the right hand side. You got the little q and a section in there. You can ask your questions in there. Feel free to put them in. If you do use the q and a section, right, it gets lever because then I can use the... My little buttons. I got my little control button on the left hand side, and then I can put your questions on screen. And if you've got a really good question or as it's... So almost all of the questions are really good and, we wanna get into the weeds, you can raise your hand and and, and you can pop on stage with me as well. We got a relatively small crew here so far. Got me and my eight closest friendliest fin fin fanatics. So, usually, it takes a couple minutes for questions to come in. And, usually, as... For repeat offenders, there's a there's a big surge of questions right at the end. I actually can't see who is here, so please do say hello if you are here. Can I see? I can't see. See, it doesn't show me who is actually in here. Just give me a number. I can see Adam's just joined. Just just... He's just checking on me. He's just making sure. He's in the back there just making sure that I'm I'm, being helpful. But I wanted to start with something that I found really, really helpful this... In the last week, is it? I think it's since I sat live. And it was... It also includes my first use of the, the releases beta, which was which was a lot of fun. Mariel, cool, data connector with Airtable ImageCom. You go start typing that while I, while I start start talking out loud about this thing, which is... I I got an email from someone on my email list, a couple of weeks ago, and it was about, like, how do you give Finn a little bit more context on where a customer is within the web app. And because if you're interacting with a customer conversation, you can always... If... And they're through Messenger, you can see the current page URL, but they're... They they hadn't found a way of of giving Finn that as context. And we act... I actually figured it out in a couple of different ways in the last week with with one of my clients. So I figured out three ways of using the page that a customer is on to, help give Fin more context. So let me talk talk to you about the three three things I did. First of all, we set up a data connector that looks at the page that the customer is on and puts that into a query, sends that off to the back end, and then pulls back the information about the item that they're looking at. So it's a lookup that's not based around, like, the unique identifier, but it's around the page URL. So, I'm not gonna give too much away because this is, this is a specific client. But that was... It was really interesting because it means that FinNow within that data connector doesn't have to be told what ID to look up. It will just go off to the page and come back, with the... Or or check the page that customers on and go out and be like, okay. Well, here's here's the identifier, the long UUID. Can you give me the details for this just in case they're looking at it? So that's the first I think... Thing I did. I did that as a stand alone data connector. The other thing I did is for about eight or nine of their procedures, they almost... The... This set set of eight or nine always starts by asking for one of those unique identifiers. So it's asking for a code or an ID. And a lot... We can infer it from names as well. We can work backwards by by getting the name and then listing all of the things that they have associated. That would be a name and... But it's just a bit messy. So what I did for those is in the procedure, I put in a little condition that says, if current page URL contains, and I put in the specific string from the URL, then use that ID from the URL and say, hey. I think you're talking about this this thing. If that's wrong, tell me. But it was another way of skipping over asking for information from a customer. So I found that really useful and interesting. Yes, Jennifer. It was smart. From the web page they are on, Edward. Yes. Exactly. So, here's the weird thing. The really weird thing is this is not actually... You can't entirely do this. It's... It sorta looks like you shouldn't be able to do this. Let me show you let me show you something. So this is gonna be my own account. Yeah. This is my own account. So these are my test users from my fake app. And in here... What is it? It's contact... No. It's current page URL. So current page URL is is unknown for this person because this is not a real user. This is just my fake user, but it will be filled in. And so in any conversation, you all know... You've you've probably looked at the conversations and seen... Let's see. Just... I'm gonna stop sharing and just find a safe conversation. I don't know if I have any actually because of how I use my workspace. I don't know if I have any, any of these... Do any of these have current page URLs? None of these are gonna do it. Oh, yeah. Yeah. Yeah. This does. So this is a good example. Is it this? Is it this? So this is just a preview user, so don't worry too much. But, you probably are all familiar, but if you hover over the little icon here, when they're in a message, the source URL is that. That's that's gonna be the current page URL. So in this case, for example, if I was if I was, Fin, the company, and I wanted to guess at the workspace, so... Or maybe guess at guess at something else, guess at the preview session. So, I could say, okay. Well, if previews... If current page URL contains preview underscore session underscore ID equals, that's that's my condition for my procedure, then I'd say to him, take that previous session ID and store it in a in a in a temporary variable. And so that's that's the kind of thing that you that you can do. Now what what can't you do? You... It turns out you can't actually filter by the current page URL, because it doesn't work. So the the... It is a a bug because they accidentally exposed. Philip told me that they've accidentally exposed. In the context page, you can find the, current page URL in there, but you can't filter. No filter at all will work in the current page URL in the context page. You also can't create an audience based on that filter, which was gonna be really useful for that stand alone data connector I was I was talking about earlier. But it's, it's it's still really useful, to to be able to look up that information. The third thing, so the stand alone data connector, logic inside the procedure to infer what the customer is looking at. And, again, an example of that would be, like, if someone... Oh, well, actually, let's talk about the FIN cost... Context. If a customer starts asking questions about a data connector, and Fint wants to... Fint, the AI agent, wants to know which data connection they're looking at, you could infer it from the current page URL. Just a really quick way of of guessing at what they're talking about without having to explicitly ask. So that's that's the procedure. The third one, the one that we just turned on recently, is we got the AI coding agent that they use to give us a big dump of all of the web app URLs and then a description of what that page is and what... If someone's looking at that page, what they might be looking at. That's an internal article now in the workspace. And alongside that, guidance. So it's content style guidance. You probably know what content style guidance is. Let me pull it up here. And I know we're going a little bit outside of, data connections and and there there it is. I know we're going a little bit outside of day... Data connections and procedures here, but this was so fun. This is just like the highlight of my week this week. So in guidance, you can do content sources. And so in this case, what we were doing was, you can use... Oops. My god. Oh, no. It's an attribute. Current page URL. So, you know, look at current page URL and compare it to the content. So the content being whatever the content. So, obviously, this is my content, so don't don't, don't take too much from that. But that's that's basically giving Finn a big long list of, all the paces that someone could be if they are on that page, what they could be talking about. Because what we found with this client was there's a lot of ambiguity between different topics. So they do deal with money, for example, and they... And if someone just says, hey. I need a refund for this. It's like... It's really hard to work out what exactly they mean, without asking a lot of questions. But if they're looking at the subscription plan page, then it's like, okay. You need a refund for your subscription plan. But if you're looking at something that they bought or sold even, then we can go, okay. Well, we're probably talking about refunding that. So that's current page URL. It's... That's the three ways, that we've been using it this week with this client, and it's just one of those... I I... Like I said, I got an email from from someone, couple of weeks ago. I'll do a proper... Like, I'll I'll it's hard to show it off the cuff because literally, like, I I I just thought about show... Talking to this through. It's hard to talk about... It's hard to show it off the cuff. But what I'll see is... I'll actually see if the... Maybe I'll do a support stack episode with this client about this, actually. So Adam will be pleased that I got my plug in for support stack, my video my video podcast... Video show, video podcast, whatever it is, nice and early. Of course. He's plugging himself. So give that a subscribe. Oh, there... Jennifer. Of course. Here. Let me post it a second time. Just make sure that you get it. So you you can go along to... And subscribe to that. So that's the that's the thing that's been... That's, that I've been playing with. And then, and then, like I... What was the other thing? Oh, yeah. And then releases were part of it as well. So so part of the fun of releases is I took the changes that I made to those eight procedures. I put them into a release. So I made those changes in a release, and then I was able to put, like, an AB test against it and send sort of 1,500 conversations, split between those two to see to see what would actually happen. And that was a bit... It it was... Those releases are are... I'm I'm really excited to see how it evolves. It was very tricky. We managed to make changes on the main just to one of the procedures. That was my fault. And then reconciling back... That back, was was very tricky. But I've given the feedback, so I... I'm confident that it'll it'll improve, pretty quickly as well. So that's that's what I've been up to. Now let's talk about someone other than me for a while as much as that's my favorite topic. Mariela had a question. Oh, ah, here it is. Okay. Sorry, Mariela. I didn't see your reply. Okay. Let me find my button. I don't think I can put, I can look a bit a bit a bit. I'm gonna see if I can find my buttons. Publish message. Can I publish your second message? I cannot publish the second message. Marielle Marielle, I will now narrate your message. We have a handful of emails. Are you pressing buttons back there, Adam? He is. He said pressing buttons. We have a handful of emails that just need to be manually logged in our a... Airtable instance. There are blockers where we would want to pause before making the updates. What I'm trying to build is a way to easily surface the information from Airtable. The team would need to review to understand if they should approve or deny the data entry into air table. Is there a way to make the UI very clean? Would you recommend Zapier versus bill... Building the scripting within Intercom? Would love some perspective on how to make this very clean. Okay. So, it sounds like... Are you, Marielle, are you, would you... If you, you know, pop up your hand, use the raise button, which is somewhere. It's the little hand button. Pop that on if you want to join join the stage. I'm gonna make some assumptions. I'm assuming... Oh, oh, here comes the hand. It is Marielle. Great. Oh. Hello. How are you? I'm good. How are you? Very well. It is Marielle, is it? Yes. It is. Super. I don't have any video for you, but don't worry so much for... I can... As you have heard, I can talk to myself all day. So, are you are you using a procedure for this already? So I tried to where I've gotten so far, and I also meant to say building the scripting within, Airtable. So I was brainstorming with Claude on this. So, Good. basically, what Claude was... I wanted to not need to use Zapier, but then Yep. I feel like the problem that I'm experiencing is... So I have a script in Airtable where there's a webhook that if there is an email that matches specific criteria, then there will be data that can flow back into intercom so that somebody on the team could review, like, okay. This... For more context, there's like a record of some variety and there's a status. So if they're already in an active status, we wouldn't wanna move their status back to a pending status. So we would only want to be moving from an inactive status to a, like, this is in progress kind of Yeah. status for context. So the data... The information flowing from Airtable into Intercom is kind of hidden and hard to decipher. So UI. wise, I was wondering if there was a better way to do this or if there was a different location that we should be going, maybe not within the email body itself, like, within the, like, information below with all of the... Trying to think of the right word for it. But, like, there was what the, like, potential status could be and blah blah blah. Like, there's a lot of things that come up under the email that comes. in. So I was wondering what the best way to work on this would be. Sure. And there... So the... There there are no actual people on the other end of these conversations, are there? There are, but unless there's some sort of, like, complexity, we don't respond to these emails. It's just a... We see a specific date for this email, and we see that they're, that... So I work for a company. We work in between the insurance carriers and Medicare agents. Sure. So we wanna know that the insurance carrier says you're going to move your contract on x date. So we wanna put that date into Airtable, and we wanna move them from contract sent to in transfer window. Yeah. Yeah. I... But we don't. respond unless there's something wonky with. the data that comes in. The... This is interesting. So this this idea of, this has come up a... It came up a couple weeks ago as well. This idea of things that we don't actually want Fin to inter... To respond to or to reply. to. In general in general, Fin is not the best thing... Tool if you shouldn't be if it shouldn't be interacting with it. Shouldn't be... Specifically, I mean, shouldn't be replying to it, because be... Because Finn is a conversational AI agent. It's. the fundamentals. of it. And, like, there may be ways to work around that. Like, by using... By not using Finn effectively and by using a data connector instead... A stand alone data connector instead. But that obviously... Like, that limits what you're gonna be able to do, and and how you're gonna be able to engage in it. So so I would say, in general, actually going through something like Zapier is going to be more effective, Okay. especially if you're doing something like Zapier not using email. Like, not not from... It's not Airtable emailing Zapier. It's Airtable straight to Zapier through the through through the Zapier connection through the API. That is... I think that's much more likely to give you deterministic outcomes where you can say, okay. Well, I can... You know, you can you can map out the actual pathways a lot more effectively there. That's that's what probably what my recommendation would be. Okay. The best the best course is probably not through through Finne in this case. If you. really want to use Finnefrix if you really want to use Finn for it, I think what it sounds like is an email comes in. The email needs to be parsed to understand the the old status and the new status. Is that part. right? Okay? And then decisions need to be made based on that, because. it's coming through email, which is actually relatively relatively simple. And what you could do in order to, I mean, like, what you can put conditionals into a procedure and just say, like, well, if the old status is... Did you say pending is the old status? Yeah. We can call it pending. Okay. The old status is pending, and the new status is proposal or something like that. And that's not a match you want, then you just go down the route of do nothing and and close the conversation or take an action or escalator or whatever it is. But if it is something that should happen, then you use the data connector to make to make the update. There's also a thing in a procedure called, ask a teammate where you can where you can basically temporarily hand it off to... So it's called looping a teammate or agent, and you can ask a question. And that question goes to a sort of subconversation that gets assigned to a person, or you can also, you can also do things like... Hang on. Let me pull up the options just to make sure. So where's my config? So, you can do it through Slack as well, or you can you can ask for your webhook, but that would be a bit weird. But you can connect it to Slack as well and then push the questions into Slack... A Slack channel instead. And then in this case, what I've got is I'm saying, well, am I safe to proceed? True or false? And then provide a rejection reason. That... This example I'm looking at is a is a subscription downgrade flow. But then what you would do is, okay. Am I safe to proceed is true? Then I make the call. If it's false, then I don't do anything. In this case, I share a rejection reason. But if it's just close the conversation, then you can just put close the conversation in there. So that's if you if you really did want to do it through through Fin. But, again, I would say Fin is built for conversations, and Fin is going to be sending messages on these. We should just expect that Finn's gonna be sending messages on these threads even if you tell it to be quiet. It's designed to be a conversational AI agent. Thank you. Does that make sense? It does. Cool. It sounds interesting, though. And I will say, I was in Zapier for the first time in a long time today. Mostly because I have Claude Claude, coworking Claude Coe to do a lot of the lot of the hefty... Heavy lifting for that as well. And they did have... I saw... They have this new new version of Zaps, including what they call self healing Zaps, where if they find... If they get, like, an unexpected input, then they... They're... The Zapier's AI tries and, like, makes it work and sort of walks... Works out what your intent is from the Zap, and, and then works that way. So it might it might actually be really easy to to to do it through Zapier because it has, like, all the integrations. So it can it can do all the things like like pushing stuff to to Slack as well, or even... Or... No. Don't don't don't don't don't don't don't. You could do, but, like, just just, yeah, I mean, it's up to you first. Yeah. So I'd say probably. not the best tool for the job. Finn is chatty. Finn is chatty, Adam. Yes. Right. Any other questions? Nope. That's it. I'm gonna move you off stage, Marielle. Thank you for joining and asking a question. Okay. Right. Now people... I mean, what am I gonna do? Hang on. What was the other thing I wanted to talk about? Forgotten. I have forgotten. Alexei. Hey. You're in my channel. Welcome, Alexei. Sorry. Have you heard enough the the context? What's the email contained for the data connector trigger? Actually, anything. So for... To trigger a data connector, you could do that through a workflow is what I was thinking, Alexei. And then you can be deterministic for that, but it's... You can only trigger a data connector. I guess... Oh, I mean, I guess you could do things like, use the response from the data connector to set a variable and then do different pathways that way. But it's, yeah, it is... It feels like we're sending an email instead of choosing Zapier, which would just input in, intake the intake the details instead. So... Yeah. Right. Who's whose job is it to ask the question? I joined at the point where I've heard the email needs to be parsed. Yeah. Cool. Cool. Cool. Cool. Right. I'm waiting for more questions, people. Otherwise, I'll start making up questions. If you wanna hear a niche bit of feedback, it is, if you're a part of multiple Intercom workspace, it's really annoying to, to not have, not be able to set up the notifications differently for those on the on the mobile app because then I ended up missing missing an email. Actually, speaking of which, I'm gonna fix... While while everyone's quiet and, I'm thinking about what to say next, I'm gonna fix my default inbox in my in my own space. There we go. Now I'm happy. That'll fix it for the future. Thanks for giving me the time to do that, everybody. But you gotta ask some questions. Come on. I'm excited to ask questions. Oh, you have... Oh, Alexa says I have a question for a friend, Connor. Okay. Ask your questions. Otherwise, it's just gonna be me rambling because... And who wants that? Actually, I'm gonna check-in on operator. Good. Good. Good. I've got operator. You might all enjoy this, actually. Back in July, I had operator make a change for my biggest, most complicated... No. Second most... Biggest, but second most complicated, procedure for for one of my clients. And the change that operator made ends up duplicating a load of the temporary attributes. And it was, like, not working. It was working okay. But now I've got... They've fixed the bug, which is really good, and now I've got operator going through and fixing the procedure, which is even better. There any recent updates to Slack to fin functionality, Jennifer? I don't think so. No. And my guess is that you would like to be able to customize the message that gets sent into Slack. Is that correct, Jennifer? To make it express by org. Interesting. Nope. But, however, let me pull up my just a second. Is it this one? Yeah. There is. You could do a webhook for... No. But you could do a webhook. So if you switched away from... That's not great. No. It probably wouldn't work. Okay. So Slack Slack... Wait. Slack to fin. Slack to fin. Oh, yeah. Yeah. Yeah. That... Yeah. Yeah. Not really. No. I'd be curious, though, if you wanna... Oh, ah, yes. Jennifer, you're coming on stage. And... Hello. You are muted, Jennifer, but you're on stage now. So this this is exactly what I was gonna suggest as well. So if you unmute yourself, we should be able to get your voice. Hold on. A 100%. Jake.... Five in the range. That's fine. Is it on now? It is. Nice. to. Glad you can hear me. Nice to see you. Okay. So right now, we have Intercom two Slack bidirectional functionality turned on. So I'm creating. conversations there, and we're communicating back and forth. I don't want it on for everybody. I only want it on for some organizations. And right now, I'm limited to on or off for, like, Slack as a channel. And I may be missing something, but, like, I just wanna test it without turning it on for everybody. I'm fairly certain you can limit that, but I haven't I haven't got a huge amount of Slack channel experience. When I say Fin is my specialty, I really mean Fin is my specialty Yeah. and not. I hear you. necessarily not necessarily the channels, but I do know... It's it's only because Slack is slightly newer. Adam, do you happen to know off the top of your head what the levels of configuration are for Slack as a channel, coming into coming into the help desk and how much you can how much you can customize What. What comes in. I was I was fairly certain you could do it, like, literally on a channel by channel basis, can't you? That is what I'm hoping to be able to do. I haven't been able to figure out how to do that. Meaning, like, each individual Slack channel versus just Slack as a channel? I... Just, Yes. Precisely. Yes. yeah. Okay. Sorry. Yeah. The terminology is a bit... Yeah. I know. I know channels and and all these things. Admittedly, I haven't done as much with Slack either. I'd I'd have to just kinda click around the UI. and see, like, Yeah. Yeah. what you've probably already done, definitely. frankly. I mean, it's totally fine. I can I can ask Finn after this call and see if they can give me an answer to that? It just sort of popped up. Something else that I'm curious, like, Fin does a really good job of answering general questions, but I would love to be able to use it to identify... Like, be an early identifier for potential issues. So we're HR tech. We work work with different ATSs. Yep. If I get five tickets in one hour from people that use Greenhouse as an example, and they're asking a question about completing their scorecard, is that something Finn can flag for me and say, hey, Jen. You wanna take a look at these because that's an abnormal number of questions on that specific topic. Yes. You can. So that's called, Great. incidents. So it's relatively new, but I think it is available for everyone now. So let me see if I've got it in my inbox, and that'll be a good sign of whether... Of how available it is. Is it rain? Nope. It's under under analyze. So let me pull this. So just... But just to get back to to... Very briefly to Slack, I'm looking at a client workspace, and they do use the workspace. And they definitely can, Yeah. You can definitely customize this on A per account basis? a a per channel basis. Okay. Yeah. So I'm I'm looking at all of these channels, and they're definitely is... Yeah. Yeah. So the choice is, between... The channel purpose is either intercom... Trigger intercom conversations or post Slack notifications only. So the... You will want the latter one, which is the post Slack notifications only. Does that make sense? It does. Yep. And then from there, I'll be able to select channels. Yeah. Exactly. Yeah. So, Okay. Great. yeah. Exactly. Yeah. Very easy. Awesome. I'll go check it. out. Thank you so. much. I definitely do ask for him for for specific instructions as well. Yep. But now... So incident. So once again, this is not in my workspace. Stop. Sure. Right. Let me share this. So under in... So it's, so under analyze, so fin AI agent and then analyze and incidents, you have real time incident section. Now, will this... Let me see. It is more about, like, things not working anymore than, hey. Three people are talking about this specific thing. So it's more for things like, oh, this sync is failing. So greenhouse's sync is failing, and it will pick up those sort of incidents, for example. So I'm looking at one. I remember one from my client. The... It was three days ago, and Finn was far, far ahead of anything else working out that there's something wrong. Even, like, all the automated testing and everything like that that they do, Finn was the one who who reported it first. And then the key thing is once you've got... I mean, I don't have any instance here, is to set up an alert for it. And so you can do, AI topic as any... Yeah. So this is, you know, you can decide whether you want an AI topic changed, but then you can send a Slack alert as well, to a specific channel. And then it'll say, hey. We think there's an incident in there and describe what the incident is. So the incident could be something like greenhouse, greenhouse... Or customers are reporting greenhouse sync issues, six more in the last hour above usual. So it's it's gonna depend on how much volume you you get, in aggregate and then how much... Like, if you had a thousand integrations and each of them was only used by four people, it's not gonna be very, very, granular. It's. not it's. not gonna work out that four people is a significant amount. But if you've got, like, ten ten integrations and they're all really widely used and people report them really quickly and there's suddenly this big spike, then this is exactly what incidence is for. And, This. is very cool. I cannot go. Yeah. I can't wait to go play with it. Thank you. Yeah. That's all for me. Goody. Thanks for asking. I'm gonna kick you off the stage now. Bye. Lovely. Okay. No. You're still there. How did I not kick you? Oh, no. You're gone. Great. Okay. Cool. Titting. Now I swear that Alexei asked a question. I'm gonna look at Slack stuff while Connor shows that off. Yeah. I'm fairly certain I got that, that answer anyway, Adam, but, tell me if I'm... Anything I'm saying is wrong. And like I say, you had a question in here, and it's gone. So I'm gonna assume that you, stopped. Good. Good. Good. Good. Good. Good. So, Ty, hello, Ty. We have subscriptions for our products. Good. Members can subscribe directly through our website, which goes through Stripe, or they can subscribe through app stores. Oh, dude. Is there a data connector we can set up so Finn knows if they have signed up through our website directly or through app stores? Because... Okay. Thanks, Alexa. Because we can assist with subscriptions that were created on the website, but app store subscriptions have to be assisted by either fit... Either Google or Apple. So I need for him to understand when we can assist and treat the conversations as such or if we can't assist and how to respond to the to to the member to reach out to Apple or Google. Oh, I'm sorry. I forgot to press the share button, for subscription assist. Ty, I used to work for... So back in my day, I worked for Expensify for nine and a half years. And at one point, yeah, at some point during that time, probably about halfway through, we introduced Apple and Google Pay subscriptions. And, oh, man. From a customer's purse... Support perspective, it was so painful because we'd just be like, I don't know, dude. They're not... No one lets us look at that stuff, and and it was the exact same as this. So there's absolutely something, that you can do, but you're gonna have to tell Fin what that is. So almost certainly, your your back end database for a user is gonna record that someone has paid through an Apple Pay subscription... Or paid through Apple Pay or paid through Google Google Play. And there will be some sort of differentiator there. I can imagine... Let me just wildly speculate about your your company and your products and your data setup. I can wildly speculate about that all day. Or you you can also join if you want to, and you can tell me a little bit more. But the most likely thing is there's probably a subscriptions, database that your that your company has. You can probably query that by the user ID. You probably have the user ID in, in Intercom. And so if you string all that together, then, hopefully, the subscriptions database says, yeah. We pay directly through Stripe... The customer pays directly through Stripe, or they pay through Google Play, or they pay through Apple Pay. And then what you do is, you use, you use... I presume you have a Stripe data connector. So you're probably using you're probably going to be using that data connector inside a procedure. And so early on in the procedure, you... There's a squirrel climbing the telephone pole across the street. Of course, there is. You use the the data connector to look up and see, okay. Well, what kind of subscription do they have? And then if they have an Apple Pay one, then you have a nice conditional logic in there. Let me show you an example of a nice conditional logic. Actually, Ty, while you're... While I'm talking as well, let me know if you do use a procedure for this already. But I can... So so just as an example, procedures. So in this case, we, fin calls get company subscription info. So, if it's says they're churned, then it... Then it's already inactive. I'm just gonna change that to inactive, and there's nothing to cancel. So, similarly, you would say, okay. Well, if subscription status is Apple Pay, then that's the point at which you would say, I've checked and your subscription is managed by Apple Pay. You will need to speak directly to Apple about this in order to get help from this. We aren't able to control anything about Apple Pay subscriptions. Apple restricts who... What we can manage. So that's what you would need to do. And, thank you everyone for the votes. And and it's, yeah, it's, painful, but, hopefully worth it for the for the dollars. I mean, I use... I... I'll be honest. I use Apple Pay for a lot of subscriptions as well. So I know it's convenient as a as a consumer and as a customer. That's how I would do it if I were you, Ty. And if you want, you can pay me money, and I'll and I'll get really, really, really concrete about this by looking at your workspace with you and your whole setup and everything like that. Yes. So, a procedure is what you would need to do because you're gonna have to, string together multiple data connectors, basically. So why do you use procedures? There's a couple of reasons. And in this case, it is when you want to string together multiple data connectors and use the input from one data connector to determine the path that FIN should follow. That's a really good example of when you would use a procedure or if there's a defined process. Like, so this was specifically for, I guess, downgrades or refunds, cancellations or refunds or anything like that, then, yeah, procedure is a perfect example of of when to use those. And it is very... And that's not easy to set up, but it's it's pretty quick and, and very helpful. Cool. Alright, folks. We've got another... We get kicked out of this room in eleven minutes and thirty six seconds, which means, as is tradition, there is a lot of conversations... A lot of questions that are coming... Gonna come in, I hope. That's usually what happens, isn't it, everyone? Okay. But I'm gonna stop screen sharing, and I'm gonna un... You can... Bit to bit it. We've got time. Great. Right. Alright. Go vote. Use the poll. How helpful was Connor today? Oh my god. That was so useful. Right. Lightning round. Otherwise, I'll just start rambling again, people. Come on. Oops. I'm gonna check back in on operator while you're all coming up with, up with ideas. Oh, dear. Oops. Just blowing through our credit limit here. Just gonna see. Oh, that was a that's a 5,000 credit chat I have going here. Okay. Right. I mean, I'm not the one spending my money. Oh, boy. Okay. Oh, look. This is wonderful question by Alexa. The question is, I need a... I have a need, a client asking for a custom multichannel CSAT, and I built one based on the regular workflow. Problem is I can't use it properly via email. Would conversion this to a procedure be a solution that would function with email channel as well? Goal is to create consistency set experience regardless of channel. No. Definitely not procedures. I... Oh, so it's inboxed. Does it have to be inboxed? Why I... Interesting. Why why does that not work? Built one based on the regular workflow. There shouldn't be anything that would stop that. Look. He's joining. Hello, Alexei. Hey. Hey. I know I know it's not the session where I'm supposed to be asking questions, but, like, Listen. We're all here for each other. We're a community. I I like... still... Honestly, I get as much out of this as as I pronounce. So, like, what I'm, like, what I'm curious about, I'm I'm not working with with procedures a lot a lot. Yep. I do I do I do have a case where I do need to have a custom CSAT survey. And, unfortunately, a native fin, CSAT survey just, like, won't cut it. Like, my my client had specifically requested that, wait. We're not using any emojis and we're asking, like, particular questions in a particular sequence. I've suggested using outbound, like, outbound surveys. That's also not an option. I've suggested using, third party integration, hello, simple set, that will work. consistently via email and and workflows. But, unfortunately, that's not an option either. So I'm... I sadly had to resort to creating a work... Like, a button based workflow, which works just fine on the, like, on the messenger. Yeah. You know, may call this conversation state. We send a a CSATs, like, a CSAT workflow, but it... It's not gonna work via email as, customers won't be able to press any buttons. So what I was thinking instead is to create an an inbox triggered procedure by the time the conversation is closing and then, basically, let Finn collect the data I need, which would be a score, a comment, and and a reason for a positive or, like, negative score, plus a possibility of a couple of follow-up questions. I was just wondering if procedure can do that as consistently as a hard coded workflow, or do I actually just have to push my clients to work with the third party tool as I have repeatedly insisted to do so? I mean... So... Okay. So phrased that way, I thought you actually meant the built in, the built in CSAT surveys. So now this explains it better. So the purpose of the procedure is is on the one conversation. It's not to calculate... It's not to get a CSAT score, for the conversation. It is to collect information. Where would you store the information? I would store the information within, conversation itself. Possibly, I would export it, to some to some reporting tool so the. data connector can, can be built for for that. But the primary primary use case is to have a consistent survey across multiple channels, Yep. with the limitations I outlined. Sorry. Yeah. Yeah. So the the part that you would struggle with is having buttons in in in email. That's that's... You're still not gonna have buttons through a procedure either. So if it's. a free... If it's a if it's a, hey. Here's three questions for you, and they reply, that's actually a really good example of a FIN procedure because FIN can look at that and can take from that and and get the score and the reasoning and and those sort of things. Or you can make it into more of a conversation where you ask for the score first. Like, hey. Just out of curiosity, on a scale of one to five, how would you rate that conversation? And then the customer comes back and says four, then then Finn could say, like, okay. That's great. Thanks. I've recorded that. Out of curiosity, like, what was the biggest factor that made this a good experience for you? Whereas if it's a one, they could say, Exactly. do do you want me to hand hand you... Like, can I I can I ask what what, like, why it went? What went so poorly? And do you have any advice for the management team on on how to improve the experience? Or if it's a five, then you could even promote, like, Trustpilot, reviews or something like that. So that's a really good example of of a of a of a good use of a procedure. You you definitely can't... If it's free text, it sounds like it's perfect. And if it's free text, I would probably suggest doing it, like, one question at a time. But, yeah, that that actually could work quite well. And, yes, you can trigger the, the procedure from the inbox using the, using that as a trigger. And then... So one thing to know as well that I came across a couple weeks ago was when you trigger a a procedure on a conversation, it reassigns the conversation to Finn. And so Finn Finn gets assigned that conversation. At the moment, at least, there isn't an elegant way of getting the conversation back to the original person, just so you know as well. Yeah. Of course. There there could be some hurdles with re, with reporting. But as far as as far as I'm my god. He's on. what you I frozen? said, like, my thought, it it should work out. So let's see how, how I'm gonna how I'm gonna implement it. Oh, and now it looks like, Connor is gone, Sorry. You've you've vanished. and it's just me on the stage. coming and going. I don't know if it's me. Okay. For for. the for the time... It was just... Yeah. Okay. Cool. Actually... And then one thought on that as well that you might have already thought about is, that one thing that that would pollute, if Finn gets involved, is it would pollute who to attribute the score to because suddenly, the CSAT survey is sitting with Finn and not sitting with the original assignee, assuming that was... I mean, it has to be a human who triggers the the CSAT survey. So that's an interesting quirk as well. Yeah. In that in that case, I will have to figure out how to reassign the conversation, back to the original assignee before closing. it. So that, that's a story that's a story for, for another day. Yeah. That's a... If you really, really, really insist on doing this instead of just using the built in CSaaS that works multichannel and actually is fine. Yeah. The... I mean, it's, like, it's it's interesting, that for, like, for some part... For some parties, they have this, like, certain limitations whether due to the industry that they work that they work in. But, like, Yeah. sadly, I wish an Intercom CSAT would have would have would have some customization around it with us currently being limit... Like, let me... Limited to submitting a score and leaving a comment. Yeah. I wish we could do a bit more with it, but, that's. a story for another... Well, thank you. so much, Connor. You are welcome. Thanks for joining. Right. Folks, we've got two minutes and fifty one seconds left, and, now is the time. Someone has to ask a very complicated question at this point. But it's... It wouldn't be the quickest. I'd had to ask a very cop... Answer a very complicated question, but it's, it'd be cutting the close. Otherwise, have a lovely day. I'll be joining the main stage in two and a half minutes anyway so we can sum up the day and what we talked about. Luckily, I've got my little notes here of everything that we talked about. But, yeah, last questions. I've got my I got my operator working away here. Save that. Any final brain busters. Yeah. This guy is clearly not tired enough. What have I done today? That's a great question. What have I done today? Alright. Well, I'm gonna say... Cool. I'm running to create that procedure already. Good. Good. Now I'll say... Right. Well, in that case, will I leave you over the the riddle? No. I won't do it. I won't try to do a riddle. I don't know. Yeah. Thanks for the questions, everyone. This has been really fun. As always, I... I'd... I really love these sessions. And, yeah, like, all of all of the good ideas I have all... Almost always come from other people asking questions in sessions like this. So ask you questions in the customer community. I spent time in there as well, especially if you use trigger words like thin or procedures or data connectors or... I have a really confusing situation, then I'll be more... Much more likely to appear out of the woodwork. Yeah. That's it. Right. Let's switch back to the main channel. Come on, everybody, while I watch my operator work. Bye. Have fun. Do crime. Yeah. You also got the, the main office hours every Monday if you wanna talk about non procedure stuff. Although, I'm not there most of the time. Right. Come on, everyone. Get out of here.