Dust · My workspace
A customer named Sarah Chen keeps writing in about failed SSO logins. Pull her recent conversations and check if we have a help article that covers it.
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Using Intercom
Here's what I found across Sarah's Intercom contact record, her recent conversations, and the help center.
Sarah Chen's recent SSO conversations
- 3 open conversations in 8 days. All tagged 'login' and assigned to the Tier 2 queue; the latest is from this morning and still awaiting a reply.
- Recurring error. Each thread mentions 'SAML assertion expired' after her Okta session refreshes, suggesting a clock-skew or session-timeout issue rather than a password problem.
- Plan context. Her contact record shows she's an admin on the Acme Corp workspace (Enterprise plan), so this is a high-priority account.
Matching help center coverage
- One relevant article. 'Troubleshooting SAML SSO timeouts' covers the expired-assertion error and recommends checking the IdP clock sync.
- Gap to flag. The article doesn't mention Okta specifically, which is likely why Fin couldn't resolve it automatically for Sarah.
What you can do with Intercom
Trace a customer's full history
Pull up any contact's record and surface every conversation they've had, so agents walk into a reply already knowing the account, the plan, and what's been tried.
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Answer from your help center
Search Intercom's help center and fetch full article content to ground replies in published guidance, and spot the topics where no article exists yet.
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Spot patterns across tickets
Search and read conversations in bulk to surface recurring issues, common error messages, and accounts that keep writing in, turning raw inbox volume into a clear picture of what's breaking.
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Frequently asked questions about Intercom
Yes, Dust can help draft responses and manage conversations in Intercom.
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