Batch test lets you simulate how Fin will respond to real customer questions—before those responses reach actual customers. It helps you check content coverage, debug unexpected results, and refine Fin’s behavior across brands, users, languages, and automations.

Batch Test is designed for all customers who use Intercom to support conversations – whether you’re an existing Fin customer or simply looking to explore its potential.

Go to Fin AI Agent > Test from the main navigation. Choose how to add questions:

Your test questions will automatically start running using a generic preview user to access all content and trigger all automations without targeting. To configure these test settings, click the Manage dropdown at the top of the page and then select Settings.

Select a user to see how Fin tailors responses based on user attributes, such as language, location, plan, and more. Perfect for validating setups before launch or troubleshooting post-deployment.

You can select from a dropdown list of contacts in your workspace, and choose to simulate as that specific user. This is particularly useful if you have test users already setup in your workspace. However, you can also search and select real users/leads within your workspace.

If you've set up multiple brands on your workspace, you can select the brand you would like to test. For example, the content might be different for this brand so the Fin response can be tested to ensure these nuances are being picked up.

Click Confirm to re-run the test with these settings.

Once you run a test, you can view Fin’s generated response for each question.

Use the "Evaluate answer" panel to see:

While you can’t directly edit automations triggered in a Batch test, the panel links out to the relevant configuration screen for you to review or quickly make adjustments.

To help you get accurate responses in the correct language, Batch test makes it easy to check and update your Language support and Real-time translation settings during testing.

If you’re seeing a response in a different language than expected—for example, if a question in Russian gets a reply in English—it provides clear messages in yellow explaining why this might be happening and how to fix the issue.

Once you enable the appropriate settings and refresh the answer, Fin's responses will appear in the correct language.

You might need to enable just one or both settings, depending on your current configuration. Don’t worry—you can turn them on simultaneously and come back to this screen.

Rate answers as Good, Acceptable, or Poor and provide additional context for any rating, with all feedback captured in a downloadable report to help prioritize updates effectively.

If you select Poor, choose a reason and click Improve this answer to view dynamic recommendations to fix it.

Rating answers does not train Fin directly. You'll need to improve answers by clicking Improve this answer to see recommendations such as updating an existing article, or adding Guidance for Fin.

Filter a test by Answer status:

Filter a test by Answer rating:

Make bulk updates using the checkboxes on the left of the question. This allows you to bulk update Q+A pairs to download certain questions, delete those questions or update the answer associated with that question.

You can use test groups to organize and save up to 50 questions and responses in the testing area. This is the maximum number you can upload at once, making it a handy way to group related questions for easier review and reuse. Each test group retains the settings you used during testing—like simulating a specific user—so you can re-run tests with the same configuration anytime.

Click Manage at the top of the page to rename a group or delete a test group.

Click the name of your test group to create additional groups, or select a different group you've previously saved.

Test groups are especially useful for organizing questions by topic. For example, if you’ve tested and reviewed a batch of insurance claim questions, you can save them as a group labeled “Insurance Claim Questions.” This makes it simple to revisit, rerun, or evaluate that content later.

They’re also great for managing team collaboration. Since Batch test is a workspace-level feature, using test groups lets teammates keep their test runs separate. Instead of deleting previous tests to make space, you can save them into groups to preserve everyone’s work.

A CSV file can be generated, compiling all questions, answers, user-applied ratings, and the sources utilized for each response. Simply click Manage at the top of the page and then select Get CSV report.

This is great for sharing results with your wider team for collaboration, or visibility for senior leaders to review.

Fin Vision (image recognition) isn’t supported in the Batch test section yet.

No, the Fin AI Agent > Test page is free to use and you won't be charged for AI answers generated through the Batch test. 👌

Yes, but you’ll need at least 10 conversations from the last 2 months in your workspace. Otherwise, the option will be hidden.

No. Batch test is strictly for quality assurance—ratings help you identify areas to improve, not retrain Fin.

Yes. Batch test checks and flags any missing language or translation settings so you can resolve them easily.

Yes. Batch test allow you to select a user/lead in your workspace and see how Fin would respond based on their specific user attributes.

Resetting the test will allow you to choose another batch, either from conversation history or an upload. Re-running the test will re-generate answers based on any content changes or answer ratings you provided in the batch so you can continue to refine the performance.