Fin Voice is Intercom’s AI Agent for phone support. Fin answers every call instantly, uses your existing knowledge base to resolve questions, and when human help is needed, seamlessly hands off the call to the right agent with full context. Every call reflects your brand, runs 24/7, and scales without adding headcount.

This guide explains how to test Fin in your browser and deploy it to a live phone number.

Videos:

We recommend following these steps:

To set up your knowledge base you can follow the guide here: Add your support content for Fin AI Agent.

The Voice Testing tab lets you simulate calls in‑browser before any real customers are involved.

Go to Fin AI Agent > Deploy > Phone > Voice testing.

To get everything set up for testing, you'll first need a phone number from our Phone system, as this is what Fin Voice is built on. If you don't have a spare one, it's easy to purchase a new number by following this guide: Purchasing an Intercom Phone number.

You can also test Fin's responses directly from the Deploy > Phone > Set Fin live and Train > Guidance > Voice pages. Look for the preview side-panel on the right-hand side of the screen to quickly hear how Fin will respond without navigating away from your configuration.

When you’re ready, move Fin from testing to a live phone line. You can access the Fin Voice Deploy experience from Fin AI Agent > Deploy > Phone > Set Fin Live. This is the only way to deploy Fin Voice - it’s not possible to add ‘Fin Voice’ to your existing workflows.

Deploying moves Fin from the sandbox to a real phone line. Work through the settings from top to bottom. 👇

All numbers in your workspace appear in the list in the Set Fin live section. Choose your main line or a dedicated test number.

Decide when Fin should answer:

We recommend starting with a small share, like 5–10%, to build confidence. Once you set this percentage, Fin Voice will go live and begin handling that portion of your calls. The rest will continue to follow your existing IVR.

Fin automatically uses your support content.

Optionally enable AI Category Detection for topic‑based routing.

Configure separate behaviors for inside and outside office hours:

If Fin resolves the call, decide whether to auto‑close or assign to an inbox to review it.

Gather feedback on Fin's performance by enabling the call rating option. This will automatically ask customers to rate their experience at the end of a call.

To enable this, go to Fin AI Agent > Deploy > Phone > Set Fin live and find the Ask for rating dropdown in your configuration. Here you can enable the feature and customize the message Fin speaks to the customer. Customers can rate their call from 1 to 5 using their phone keypad.

You can restrict Fin’s answers to the right customers by scoping its knowledge to distinct audiences.

When an inbound phone number matches an existing user or lead, any audience rules tied to that contact automatically apply—no extra setup required.

You can customize Fin's behavior for phone calls using Guidance to ensure it aligns with your brand's voice and operational policies. Guidance for Fin Voice functions similarly to guidance for chat and email but is configured in a separate Voice tab.

To add guidance, navigate to Fin AI Agent > Train > Guidance and select the Voice tab.

From here, you can create customized guidance for:

You can also view a list of all voice conversations where a specific guidance entry was used, helping you to refine its performance over time.

Voice Procedures allow Fin Voice to take action during a call by connecting directly to your systems via API — enabling Fin to fully resolve complex queries like processing refunds or credits, updating subscriptions, editing orders, or completing other multi-step workflows. All of this happens in real time, over the phone, without placing the caller on hold or transferring them.

If you choose to use ‘handover to workflow’ as your escalation option, you need to configure a new workflow type.

AI Category Detection lets Fin route calls based on what the caller is actually asking—no IVR menus required.

The Let Fin Voice handle step in phone call workflows gives you control over where Fin Voice appears in your IVR. Instead of Fin answering every call upfront, you choose exactly when callers should be routed to Fin — for example, after a menu option or within a specific branch of your IVR.

You can define precise rules to control which calls Fin picks up, such as routing only certain caller types (like new customers or common issues), or using conditions like office hours, user segments, or call history to decide when Fin should answer.

If Fin needs to escalate, the call simply continues through your workflow — whether that means forwarding to a team, offering a callback, or checking availability.

This gives your team complete control over how Fin Voice fits into your IVRs or call workflows, while ensuring callers reach the right support at the right moment.

Every Fin‑handled call appears in your Intercom Inbox right alongside human‑handled calls.

What each conversation includes

These details give your team immediate insight into how Fin performed and what the caller needed.

You can create a new custom inbox view by clicking "Create view" in the sidebar of the Inbox, giving it a title and icon, adding filters to show the right conversations, and then saving it.

When Fin hands a call to a human teammate, the ringing modal includes the AI summary of the previous interaction. Agents therefore can pick up with context and skip repetitive questions.

Open your Fin AI Agent report and filter by Channel is Phone call. All metrics below apply only to calls made on or after 11 June 2025.

Answered by Fin appears in Last Inbound Call State for all calls Fin handled but did not route to a teammate (e.g. when using Stay on the call escalation mode).

In addition to the Fin AI Agent report, you can analyze your call data within Fin AI Agent > Analyze to get a deeper understanding of performance and conversation topics.

Your Fin Voice calls are included in the Performance dashboard. To see data exclusively for your phone channel, you can apply a filter for Channel is Phone call.

The transcripts from your Fin Voice calls are used to automatically generate topics in Topics Explorer. This helps you easily spot trends and identify areas where your support content or guidance can be improved.

While Fin Voice has a native integration with Intercom Phone, you can also connect it with a wide range of third-party telephony systems. This allows you to use Fin Voice's powerful conversational AI while keeping your existing phone provider.

Supported platforms include:

There are two primary methods for integrating your system with Fin Voice: using a standard phone number (PSTN) or using a SIP address.

If you already have a live, public-facing phone number with a third-party telephony provider (like Amazon Connect or another PSTN service), you can connect it to Fin Voice using call forwarding.

This approach is useful if you want to keep your existing phone number and simply redirect incoming customer calls to Fin for automated handling. The connection is bi-directional, meaning Fin can also seamlessly escalate calls back to your teammates on your existing system.

Session Initiation Protocol (SIP) is an alternative method for forwarding calls over the internet instead of through traditional phone networks.