Moxie uses Intercom for customer support, which includes the AI chatbot Fin and handoff to human support agents. It works well for getting quick answers or troubleshooting issues in real-time.

The issue:

It's hard to find specific chat threads later when I need to refer back to them. All conversations look the same in the chat history, with no way to identify which one relates to which issue.

Additionally, when a support team member responds and I don't reply within a certain timeframe, the conversation comes through to my email with a generic subject line: "Re: Hi there! This is the Moxie support bot speaking. I'm here to answe...". The email only contains the latest reply, not the full thread context, so it's not always clear which question or issue it relates to.

Requested feature:

Add subject lines to Intercom chat threads — either auto-generated by AI based on the initial question, or something the user can type in when starting the conversation. This would make it much easier to find and reference past conversations.

For email notifications, include that subject line so it's clear what the conversation is about.

Note:

I understand Intercom is a third-party tool, but this would significantly improve the support experience. Perhaps this is something Moxie could raise with Intercom or configure within their Intercom settings.