FIN

Train Intercom FIN to suggest Screendesk recordings when customers report bugs or issues.

Use FIN to suggest a Screendesk recording when customers report a bug, issue, or unexpected behavior.

When the conversation reaches a human agent, the key context is already there. That can include the recording, repro steps, system info, console logs, and network activity.

This page covers automatic suggestions in FIN. For manual agent workflows, use Messenger editor (recommended), Conversation sidebar, or Workflows.

How it works

When a customer tells FIN that something is broken, not working, or behaving unexpectedly, FIN can suggest a Screendesk recording.

The customer records their screen and submits it. Screendesk then attaches the submission to the Intercom conversation so the next agent can review the issue with full context.

Requirements

Make sure:

• The Screendesk Intercom app is installed
• The Intercom integration is connected in Screendesk
• You have a Screendesk request link ready
• You know which customer email field Intercom should append to the link

1 — Copy your Screendesk request link

1

Open Intercom settings in Screendesk

Go to the Sidebar in your Screendesk dashboard.

2

Copy the request link

Copy the Screendesk request link shown on the page. It looks like this:

https://app.screendesk.io/recordings/new?ak=ACCOUNT_KEY&key=USER_KEY&src=fin&p=1

You will reuse this link in every FIN training method below.

2 — Write one standard reply

Decide on the message first. Then reuse the same wording everywhere.

If FIN uses different wording each time, the experience becomes inconsistent. Write one short message and reuse it in Guidance, Custom Answers, and Snippets.

Example:

We recommend sending a screen recording so we can see the issue from your perspective.

Record your screen here: [Your Screendesk Link]

For best results, enable audio and talk through the steps that lead to the issue.

Replace [Your Screendesk Link] with the link from Step 1.

Keep the wording simple. FIN is less likely to rewrite short messages.

3 — Define trigger phrases

Start with common issue language. Then add phrases from real conversations.

FIN already understands natural language, but examples improve accuracy. Start with a short list, then expand it over time.

Common trigger phrases

Good starting points:

• I'm facing an issue
• It doesn't work
• There is a bug
• I'm seeing an error
• This page won't load
• It crashes when I try to use it
• Nothing happens when I click
• This feature isn't working properly
• I think there's a glitch

Product-specific phrases

Add phrases based on your product, workflows, and support history.

More examples for edge cases

• I keep getting an error message
• The app is behaving unexpectedly
• I followed the steps, but the issue is still there
• The layout looks broken on my screen
• When I click a button, nothing happens
• I can't replicate the issue consistently
• The workflow seems broken
• The software crashes when I perform a specific action
• I'm having trouble with a multi-step process
• The custom integration doesn't seem to work
• The product freezes at certain points
• Some elements are not displaying correctly
• It is still not working correctly
• Some elements overlap or disappear
• Search is not showing the results I expect
• The login flow is behaving differently
• I see different behavior across browsers
• My changes do not save
• Some links or buttons are unresponsive
• I'm experiencing inconsistent behavior
• It's not working as expected

4 — Train FIN

Use all available training methods together for the best coverage.

A — Guidance

Use Guidance to tell FIN when to suggest Screendesk and what exact wording to use.

1

Open Guidance

In Intercom, go to FIN → Train → Guidance and create a new context guidance.

2

Add the rule

Use this template:

If the customer reports a bug, issue, unexpected behavior, broken workflow, or error, suggest sending a screen recording with Screendesk: [Your Screendesk Link]

Common examples include: [Paste your trigger phrases from Step 3]

Always display this exact message: [Paste your wording from Step 2]

3

Append the customer email

Append the customer email to the Screendesk link using the Intercom email property. This keeps the recording tied to the correct customer.

Example:

https://app.screendesk.io/recordings/new?ak=0ZMdwg&key=ldwcFA&ce={{customer_email_variable}}&src=fin&p=1

B — Create a Custom Answer

1

Create a new Custom Answer

In FIN, go to Train → Custom Answers and click New Answer.

2

Add trigger questions

Add the trigger phrases from Step 3.

• I'm facing an issue
• It doesn't work
• There is a bug
• I'm seeing an error
• This page won't load
• It crashes when I try to use it
• Nothing happens when I click
• This feature isn't working properly
• I think there's a glitch

3

Add the response

Paste the exact message from Step 2.

We recommend sending a screen recording so we can see the issue from your perspective.

Record your screen here: [Your Screendesk Link]

For best results, enable audio and talk through the steps that lead to the issue.

4

Add the Screendesk app

Under the answer flow, choose Send an app and select Screendesk.

This lets FIN send the Screendesk widget directly in the conversation.

C — Create a Snippet

1

Create a new Snippet

In FIN, go to Train → Content and click Create a Snippet.

2

Add the snippet content

Use this template:

If the customer reports a bug, issue, unexpected behavior, broken workflow, or error, suggest sending a screen recording with Screendesk: [Your Screendesk Link]

Common examples include: [Paste your trigger phrases from Step 3]

Always display this exact message: [Paste your wording from Step 2]

D — Review Unresolved Questions

Check Unresolved Questions in Intercom for messages where FIN was not confident.

Use those messages to find missed trigger phrases and add better examples.

For example, if an unresolved message is:

"I'm trying to set up a workflow but it's not doing what I expect."

Add it as a training example and route it to a screen recording prompt.

5 — Test the flow

Run a quick end-to-end test:

1. Send FIN a realistic issue report
2. Confirm FIN suggests Screendesk
3. Submit a test recording
4. Confirm the recording appears in the conversation
5. Confirm the correct customer is attached

Best practices

• Use the same wording in every training method
• Start with specific trigger phrases, then expand slowly
• Exclude non-technical topics like billing or account access
• Review unresolved questions regularly
• Append the customer email to the Screendesk link
• Test after every major change to FIN training

Troubleshooting

FIN doesn't suggest a recording when it should

• Add the customer's exact phrasing to your trigger list
• Make sure Guidance, Custom Answers, or Snippets are active
• Review unresolved questions for missed patterns
• Add more examples of how customers describe product issues

FIN suggests a recording at the wrong time

• Narrow the trigger phrases
• Add exclusions in Guidance
• Do not use generic triggers like I have a question
• Use Custom Answers where you need tighter control

FIN changes the wording each time

• Tell FIN to display the exact message
• Use the same message in Guidance, Snippets, and Custom Answers
• Keep the message short so it is less likely to be rewritten

The recording link doesn't include the customer email

• Append the Intercom email property to the link
• Check the link format: https://app.screendesk.io/recordings/new?ak=0ZMdwg&key=ldwcFA&ce={{customer_email_variable}}&src=fin&p=1
• Make sure the value is dynamic, not hardcoded

The recording doesn't appear in the conversation

• Wait 1–2 minutes and refresh the conversation
• Verify the Intercom integration is still connected in Screendesk
• Check whether the recording exists in Screendesk but was not linked
• Contact support if recordings consistently fail to attach