What are Fin identities?
Fin identities control how Fin AI Agent presents itself (avatar and name) in Messenger conversations for each of your brands. By pairing a unique identity with an audience, you can deliver precise, on-brand AI support that customers instantly recognize.
Note:
To use Fin identities, your Intercom subscription must include the Multiple Brands add-on.
Identities currently only apply to the Messenger; support for email is planned but not yet available.
You can use Fin audiences without Fin identities, but Fin identities always rely on audience/brand context.
Create specific Fin experiences
Follow these steps to configure a Fin identity and apply it to a specific audience.
Step 1: Create a identity for Fin
If you're managing multiple brands in your workspace, you can set up a unique Fin identity for each brand. To see which Fin identity a brand is using:
Go to Settings > Brands.
Select the brand you want to configure then scroll down to the Fin AI Agent section to see the Fin identity in Messenger specific to this brand.
Click the edit tool to customize the identity.
Fin's identity settings are found in Fin AI Agent > Fin settings > General > Fin's identity. There, you can set the custom name and avatar that your customers will see.
Click Save, keeping in mind that Fin identities (custom name and avatar) are currently only apply to the Messenger. While multi-brand Fin support over email allows for custom email signatures, unique identities are not yet available for the email channel.
Tip: If you are using Fin Identities in Workflows, make sure the welcome message refers to the AI Agent dynamically by using the [AI Agent name] variable instead of hardcoding a name.
Step 2: Connect Fin identity to a brand audience
While a Fin identity controls how Fin looks, an audience controls what Fin knows and says. To create a fully branded experience, you should connect your new Fin identity to an audience that is defined by that brand.
Navigate to Fin AI Agent > Fin settings > Audiences.
Click New audience or edit an existing one.
Add an audience rule where
Brand is [Your Brand Name]. This ensures the audience targets customers of that specific brand.Give your audience a name and click Save.
Now, when a customer from that brand starts a conversation, they'll see the custom Fin identity, and Fin will use content targeted to that brand's audience.
Important: Any content, guidance, data connector, task or workflow that is not targeted to a specific Audience will be available to Everyone by default.
How Fin identities appear in the Messenger
It's important to know that a custom Fin identity will only appear if a customer is on a URL that you have assigned to a specific Messenger Style. That style must also be associated with the brand that has the custom identity configured.
To check this, go to Settings > Messenger > Web > Appearance > Styles and ensure:
The correct Brand is selected for the style.
Under URLs, you've added the exact URL where you expect the identity to appear.
Important: You cannot have two different Fin identities on the same URL.
FAQs
Do I need to set up Fin identities to use Fin audiences?
Do I need to set up Fin identities to use Fin audiences?
You do not need to set up Fin identities to use Fin audiences. This is because audiences work independently from identities. Fin identities are an optional feature specifically for branding Fin within the Messenger. You can use Fin audiences to control what Fin knows for different customer segments without setting up separate Fin identities. Fin identities are an optional feature for customizing Fin's name and avatar in the Messenger.
If I create multiple identities, do they appear everywhere?
If I create multiple identities, do they appear everywhere?
If you create multiple identities, they do not appear everywhere yet. Currently, Fin identities only apply to the Messenger. There are plans to introduce Fin identities for email and mobile in the future.
What happens if I don’t target content to an audience?
What happens if I don’t target content to an audience?
If you don't target content to a specific audience, it becomes available to "Everyone" by default. This "Everyone" category includes all of your customers, even those who are already members of your other defined audiences.
How do audiences stay up to date?
How do audiences stay up to date?
Audiences stay up to date automatically because they are dynamic. A customer's membership in an audience is updated in real-time whenever their associated People or Company data changes.
Is this different to how audiences were managed before?
Is this different to how audiences were managed before?
Yes, the main difference is how Fin's knowledge is managed. Previously, Fin's knowledge was tied directly to a Brand, meaning the brand setting determined which single Help Center Fin could use. Now, Fin's knowledge is tied to an audience, which determines the specific set of content, guidance, and data Fin can use.
What happens to the "Brand" setting? Does it still do anything?
What happens to the "Brand" setting? Does it still do anything?
The Brand setting has a new and important role, it now controls the look and feel of your AI Agent. Instead of controlling what Fin knows, this is where you will manage styling and the new Fin identities (Fin's avatar and name), ensuring Fin is always visually on-brand in channels like Messenger.
What happens if a customer doesn't match a defined audience?
What happens if a customer doesn't match a defined audience?
If a customer doesn't match any of the specific audiences you've defined, they will get answers from any content, guidance, or data source targeted to "Everyone." This acts as your default or fallback setting, ensuring Fin always has a baseline of general knowledge available and is never left without information.
How do I make content available to all customers?
How do I make content available to all customers?
To create content that is available to all your customers, simply set its audience to "Everyone" when you create or edit it.
What is the difference between a Fin audience and a Fin identity?
What is the difference between a Fin audience and a Fin identity?
The difference between a Fin audience and a Fin identity can be understood this way:
Fin audience = The Brains: It controls what Fin knows and says for a specific group of customers.
Fin identity = The Face: It controls how Fin visually appears (its avatar and name) for a specific brand.
You use audiences to control the substance of the conversation and identities to control the presentation.
How can I test my audience setup before it goes live?
How can I test my audience setup before it goes live?
You can test your new audience setup by using the updated Batch Testing tool. It now allows you to filter your tests by audience, letting you ask a set of questions as if you were part of a specific group (e.g., "Premium Plan"). This shows you exactly which answers Fin would provide to that group, giving you full confidence before you go live.
Why isn't my custom Fin Identity showing in the Messenger?
Why isn't my custom Fin Identity showing in the Messenger?
A custom Fin Identity is only shown on URLs that you have explicitly assigned to a Messenger Style.
To fix this, go to Settings > Messenger > Web > Appearance> Styles and check two things:
Ensure the correct Brand is selected.
Under URLs, make sure you have added the exact URL where you expect the branded Fin Identity to appear.
What is the difference between Brands and Audiences?
What is the difference between Brands and Audiences?
Moving forward, the role of a Brand is to control styling and appearance, like Fin's custom avatar and name. The role of a Fin Audience is to control what knowledge and content Fin can access. By using Audiences to manage knowledge now, you ensure your setup will work seamlessly with future updates. We strongly recommend targeting every piece of content (like articles and snippets) to a Fin Audience that includes the correct Brand attribute.
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