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Fin for platforms explained

Integrate Fin with platforms like Salesforce, or your custom-built Helpdesk.

Written by Beth-Ann Sher

Use Fin anywhere you support your customers—no migrations needed.

  • Fin can be used with your current helpdesk or with Intercom's Helpdesk to get the full Intercom Customer Service Suite.

  • Fin learns from your existing content, follows your automation rules, and works alongside your human agents—right inside the tools you already use.

  • You have full control over how and when Fin interacts with your customers—adjusting Fin’s tone of voice, answer length, actions, and routing to your human team—without needing technical support.

Use the most sophisticated AI agent in customer service

Fin is the best performing AI agent in customer service. Fin delivers higher-quality answers and resolves more complex queries than any other AI agent on the market, consistently outperforming competitors in head-to-head tests.

Fin integrates seamlessly with any platform—whether you're using Intercom or another customer support solution. Set it up in under an hour and start resolving tickets, cases, emails, and messages across every channel, right out of the box.

You can use Fin with:

Fin for Intercom

The Intercom Customer Service Suite combines the highest-performing AI agent with a next-generation Helpdesk designed for speed, scale, and user experience—built on a single platform that unifies all your tools, knowledge, data, insights, and workflows:

  • Set up and deploy Fin in minutes

  • Configurable inbox and ticketing system

  • Omnichannel email, live chat, phone, SMS, and more

  • Workflows automations & pre-built reporting

  • Public Help Center and centralized knowledge management

  • Proactive outbound messaging

Use Fin for Intercom

Fin for Salesforce

Get the best AI agent, and keep your team on Salesforce—Fin AI Agent can instantly resolve your support cases, emails and messages on Service Cloud:

  • Set up in under an hour.

  • Handles cases, emails, and messaging.

  • Learns all your support content from your Help Center instantly.

  • Follows your Service Cloud’s case assignment rules.

  • Hands off to your team directly in your Service Cloud workspace.

  • Continue using all your existing Salesforce automations and reports.

Use Fin for Salesforce

Fin for Freshdesk and Freshchat

Get the best AI agent, and keep your team on Freshworks—Fin AI Agent plugs directly into Freshdesk and Freshchat, resolving customer questions automatically with no platform migration and no disruption to your team.

  • Connect Fin to Freshdesk for email tickets, Freshchat for live messaging, or both.

  • Keeps Freshworks as your system of record — your team continues managing tickets and conversations as normal.

  • Syncs knowledge base content from Freshdesk instantly.

  • When Fin cannot resolve a question, it hands off to your agent queue in Freshdesk or Freshchat with full conversation history.

  • Continue using all your existing Freshworks automations and reports.

Use Fin for Freshdesk and Freshchat

Fin over API

Fin over API enables a two-way, event-driven connection between your product and Intercom. This allows you to embed Fin anywhere in your app by implementing it as a custom Intercom channel.

Using Fin over API gives your customer-facing app full control over the front-end experience, while Intercom handles conversation logic through an API triggered workflow.

Note: Fin over API is currently under managed availability. Please reach out to your Account Manager to discuss access and tailored, hands-on support.

Contact sales

FAQs

How much does it cost to integrate Fin with my existing platform?

Using Fin on your existing platform (outside of Intercom) is designed for simplicity and transparency. You only pay for the base subscription and additional outcomes beyond the included 50:

  • $49/month includes 50 Fin Outcomes.

  • $0.99 per additional outcome.

  • Unlimited teammates – no additional seat costs.

  • Outcomes reset monthly and don't carry over.

  • Minimum resolution commitments apply.

Note: If you're using Fin as part of an Intercom subscription, you'll only be charged $0.99 per outcome.

Can I set usage limits to control costs?

Yes, you can set usage limits to receive alerts or stop Fin when a certain number of Fin outcomes is reached within a month.

Is Fin for Salesforce Service Cloud available now?

Yes, Fin for Salesforce Service Cloud is available now. Contact sales for access.

Will Fin be able to integrate with other platforms?

Yes, Fin integrates seamlessly with any platform—whether you're using Intercom or another customer support solution. Set it up in under an hour and start resolving tickets, cases, emails, and messages across every channel, right out of the box.

You can use Fin with:

Please discuss access with our Sales team or your Account Manager.

Note: Slack integration is not supported in Fin for platforms outside of Intercom and does not provide an Intercom webhook secret.

How does Fin work with Salesforce Service Cloud?

Fin can resolve cases on Service Cloud with full conversation history and structured responses tailored to each channel.

Can Fin integrate with Salesforce Messaging?

Salesforce Messaging support is coming soon.

Can I automate workflows with Fin for platforms?

Yes, you can use Intercom’s no-code visual builder to create workflows for:

  • Greeting customers

  • Routing questions by topic, sentiment, etc.

  • Triaging new cases

  • Collecting customer details

  • Using Custom Answers

  • Summarizing conversations with AI

  • Handing over to your team

How can I track Fin’s performance on my platform?

You can use Fin’s report to track key metrics such as:

  • Automation rate

  • Involvement rate

  • Resolution rate

  • Deflection rate

  • Answer rate

  • Impact over time

  • Abandoned rate

  • Routed to team rate

  • And more

💡Tip

Need more help? Get support from our Community Forum
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