You’re probably aware that one of the key obligations of deployers of AI systems is that, if they’re intended to interact with people, those people should understand when they’re interacting with an AI Agent.

This obligation is set out in a number of pieces of AI legislation and guidance. It as also a common requirement of companies incorporating some of the major 3rd party AI model provider technology into their products, such as Intercom’s Fin AI Agent.

As set out in our article Fin and the AI Act, Fin was built in a way that it met the basic disclosure requirement by always appearing as Fin “AI Agent” its responses were automatically marked as an AI Answer. We have since removed the AI Answer label and customers can now determine how the AI is presented to their users.

In line with the ability to customize Fin’s name and logo there are new options for how you disclose your AI Agent to end-users. Previously, when Fin sent a message in the Messenger, an "AI Agent" label automatically appeared after Fin's name. We are now giving you greater control over the visibility of this label.

Now, you'll find a toggle that allows you to easily switch the "AI Agent" label on or off, empowering you to decide how and when to inform your customers that they're interacting with an AI Agent.

This enhancement ensures you have the flexibility to align your AI disclosure with your specific customer communication strategies.

The toggle that controls this is in Fin AI Agent > Fin settings > Identity > "Show AI Agent label in Messenger".

When you deploy your Fin AI Agent in the Messenger, you have the opportunity to choose an introductory message that Fin AI Agent will deliver to each of your users right at the start of every conversation.

This allows you to tailor Fin's initial greeting to match your brand's voice and set clear expectations for your customers. The new default message is compatible with Multibrand Fin.

The new default message: “Hi there, you're speaking with Fin AI Agent. I'm well trained and ready to assist you today, but you can ask for the team at any time.”

For all customers using the Fin AI Agent in Messenger up until July 10, 2025, the AI Agent label is on by default. If you have not previously customized the introductory message, then the default message will be automatically updated to the default message above. Existing customized introductory messages will not be altered by Intercom, but you can edit or customize them to mention AI Agent if you wish.

For everyone else the AI Agent Label in the Messenger will be off by default while the introductory message is pre-populated but can be edited if you wish to do so.

You can deploy an introductory message for Fin AI Agent on the Messenger, either through Simple deploy or via Workflows that Fin will deliver to each of your end users when they first open the Messenger or when a workflow triggers.

In Simple deploy, this introductory message is pre-populated in the Fin introduces itself step.

When using Simple deploy, you'll find the Fin introduces itself step comes with a pre-populated introductory message, and you have the option to toggle Show intro in this language on if you wish to use it. If you want to customize your message and mention the name of your AI Agent you can use the dynamic attribute AI Agent name

How Fin introduces itself in your workflows can be set up differently depending on whether you're starting with a new template or have existing workflows.

For new Workflows from a template

When you create a new workflow using a template that includes a Let Fin answer step, a recommended Fin AI Agent introduction message will be pre-populated in a message step that appears just before the Let Fin answer step. Your teammates can easily edit this message to match your brand's voice and disclosure preferences.

For existing Workflows

If you have existing Workflows that utilize a Let Fin answer step, you'll need to manually add a message step before the Let Fin answer step if you wish for Fin to disclose that it's an AI Agent.

This is particularly recommended if you have the AI Agent label toggle in your Fin Identity Settings turned off. Adding this message ensures your users are aware they are interacting with an AI, providing transparency where the label might otherwise be hidden.

The Fin introductory message configured in Simple deploy > Chat currently only triggers for conversations initiated within the Messenger (Web, iOS, Android).

This is because the message triggers when a customer opens a new conversation in the Messenger, rather than when a customer sends their first message.

For Fin deployments on other chat channels, such as WhatsApp, Instagram, Facebook, SMS, or Slack, you'll currently need to utilize Workflows to include your AI Agent disclosure message.

Intercom gives you two options to let your customers know they're interacting with an AI Agent via email. You can use both, just one, or neither—though not using any disclosure comes with its own risks.

You can add an introductory message at the start of your AI Agent's very first reply in an email conversation. This message clearly states the conversation is with an AI Agent. It's off by default, but you can turn it on:

Here's how to set this up:

You can also choose to display an “AI Agent” footer directly below your AI Agent's signature on every email. You'll find the toggle for this setting in Fin AI Agent > Fin settings > General, and it's on by default for all customers.

When the "Show 'Composed by AI' in email footer" setting is toggled on, the AI disclosure footer will appear as follows:

"This answer was composed by [AI Agent name], [Workspace name]’s AI Agent."

The Sources listed are what was used in the answers.

When the "Show 'Composed by AI' in email footer" setting is toggled off, the AI disclosure footer will not appear in the email.