FinAI replies in Front

We rely heavily on the Intercom <> Front integration to manage customer conversations. Recently, we’ve started using Intercom’s FinAI feature, which provides AI-generated responses to customer queries. However, these AI replies are not visible in Front, even though customer replies to those FinAI messages are. This creates context gaps in the conversation and causes confusion for our support team.

Why It’s Important:

• Without visibility into FinAI responses, our teammates see only half the conversation, leading to delayed replies, redundant questions, and a broken support experience.

• FinAI is becoming a core part of our support workflow, and not showing its replies in Front makes the integration feel incomplete.

Priority Level: High
This impacts daily workflows and creates a disconnect between Front and Intercom as a unified support platform. We'd greatly appreciate it if this could be prioritized in your roadmap.