Fragmented Workspace & Lost Configuration
The existing Intercom setup had outgrown its original structure. The workspace lacked proper channel configuration, identity authentication, and scalable routing logic, making it difficult to manage growing support operations reliably.

No CRM-to-Intercom Data Sync
Customer data lived in the CRM but wasn’t flowing into Intercom. Support agents had no visibility into user profiles, lead status, or account history during conversations, forcing manual lookups and reducing response quality.

Unstructured Help Center with No AI Readiness
There was no organized, bilingual knowledge base in place. Without structured content, Fin AI had nothing reliable to draw from, and customers had no self-service path — pushing every question to a human agent.

No AI Support for First-Line Questions
Without Fin AI configured, the team handled all incoming requests manually, including repetitive, low-complexity inquiries that could be automated — limiting coverage outside business hours and slowing overall response times.

New Workspace Provisioning & Core Configuration
Provisioned a clean Intercom workspace with proper settings from the ground up — including language, timezone, office hours, SLA policies, team inboxes, and workload management rules to ensure a stable, scalable foundation.

Omnichannel Setup (Email + Web & Mobile Messenger)
Configured email with authentication, custom signatures, and auto-replies. Set up Messenger across both web and mobile app with brand styling and user identity authentication — ensuring customers can reach support directly within the mobile app experience, not just on the web. Optionally secured with JWT for enhanced session protection across all touchpoints.

CRM Integration with CDAs Mapping
Integrated Intercom with Assurly’s CRM to automatically sync contact data and populate Custom Data Attributes (CDAs). Mapped lead vs. user flows to maintain clean, unique account records and enable personalized targeting in workflows.

Bilingual Help Center (EN + SE)
Built a structured Help Center from scratch in English and French — organizing categories, sections, and articles for discoverability, applying brand styling, configuring a custom domain, and optimizing all content to be AI-ready for Fin.

Fin AI & Copilot Implementation
Configured Fin AI with Help Center content, snippets, and guidance rules. Set up custom API-connected answers for key flows (ride ending, subscription cancellation, scooter refund requests). Configured Copilot to assist agents with suggested replies and workflow guidance, extending support coverage beyond business hours.

Ticket Management Architecture
Designed a two-tier ticket system — customer-facing support tickets and internal back-office tickets — with defined routing rules, escalation paths, and ticket statuses to support cross-team collaboration without exposing internal workflows to end users.