Fin Sales Agent helps your business convert more leads by guiding prospects through product discovery, qualifying them in real time, and routing high-value opportunities directly to your sales team or the right conversion path. It acts as an always available SDR that helps visitors understand your product, gather key details, and take the next step without waiting.
Key benefits
Guide discovery: Acts as a trusted product expert by answering questions, comparing options, and recommending the best fit.
Engage proactively: Anticipates buyer intent and starts conversations at the right moment with personalized offers or timely help.
Qualify intelligently: Detects intent, captures relevant details, and sends only high-value prospects to your CRM or sales team.
Drive action instantly: Books demos, connects to a live teammate, or directs users to sign-up flows with full context carried forward.
Close with confidence: Recommends the right plan to turn interest into conversion.
Note: Fin Sales Agent is currently in closed beta. To get access, please reach out to your Account Manager.
Train Fin Sales Agent
Build your playbook
To get started, go to Fin AI Agent > Train > Sales development.
Begin with a prompt to create your playbook, which defines how Fin Sales Agent qualifies leads and the next steps it can guide them toward and becomes the foundation of your qualification logic, guidance, and routing outcomes.
1. Define your qualification criteria
Tell Fin what signals matter when deciding whether someone is qualified, using clear, objective characteristics such as:
Company size or segment
Industry
Core use case or intent
Budget fit
Region
Existing vs. net-new customer
Clear criteria make Fin's qualification decisions consistent and reliable.
2. Set the routing outcomes Fin can present
Routing outcomes are the end-states Fin can guide someone to once it has qualified (or disqualified) them.
Examples of routing outcomes:
Book a call with your sales team.
Start a trial or self-serve onboarding.
Escalate to support.
Politely disqualify if the lead doesn’t meet your criteria.
These outcomes determine what Fin offers and says. They do not handle tagging, assignments, or workflow automation - those happen later in Workflow actions once your playbook has been created.
3. Add guidance
Describe any rules or guidance you want Fin to follow such as communication style and tone of voice, as well as critical rules on how to handle references to competitors.
4. Provide a few example scenarios
Include 2–3 short examples of what a qualified and non-qualified lead looks like to help Fin generalize accurately.
Tips:
You can paste information from documents to help generate your playbook. Uploading files is not supported.
Fin Sales Agent can use any content already enabled for Sales Agent in your workspace.
Understand your playbook structure
After you enter your prompt, click Continue and Fin Sales Agent will generate a playbook with three areas outlined below (this can take 2 - 3 minutes).
1. Qualification
The Qualification tab displays all routing outcomes created from your prompt. Default outcomes always include:
Disqualify for spam or malicious intent.
Support for troubleshooting or complex support queries.
Additional outcomes will be created based on your prompt (e.g., self-serve, sales handover) and you can add more outcomes at the bottom of the page.
Each routing outcome includes three editable components:
Data that needs to be collected to qualify.
Conditions to qualify.
Actions after being qualified.
Tip: Click Add workflow if you want follow-up steps beyond Fin’s final message. Examples of actions after being qualified include:
Assign to sales team inbox.
Trigger Calendly app for meeting booking.
Tag conversation.
2. Guidance
On the Guidance tab, create Fin Sales Agent guidance for tone, competitive handling, industry-specific rules, and do’s/don’ts. Guidance text is generated from your prompt and can be edited.
Note: Existing Fin Guidance you've configured for support does not apply.
3. Integrations
On the Integrations tab, you can allow Fin Sales Agent to use online research to better qualify your leads. After Fin collects a prospect's email, it'll research them online and enrich the lead with the appropriate qualification data. Online research is on by default, and can be toggled off at any time.
You can also enrich Fin's knowledge with data from your CRM or other external services, and automatically create leads in your CRM once they're qualified.
To set up data enrichment you'll need to:
Connect to your service using authentication tokens.
Set up data connectors to push or pull data.
Note: Updating CRM records after qualification (e.g., updating existing leads or creating new ones) must be configured in Workflows.
Test Fin Sales Agent
To test Fin Sales Agent, go to Fin AI Agent > Train > Sales development and click Test in the top right to use the preview panel and validate Fin's logic and messaging before deployment.
You can:
Run sample conversations to see how routing decisions are made.
Validate required attributes such as email, company size, and problem statement.
Confirm routing logic for each outcome.
Review message quality Fin's behavior.
Deploy Fin Sales Agent
Deployment is done via Workflows.
You can deploy from:
The deploy banner under Fin AI Agent > Train > Sales development.
Or head straight to Fin AI Agent > Workflows.
Configure your deployment
Select a workflow trigger such as open messenger, page visit, or outbound triggers.
Choose a channel (chat or email). Many teammates start with chat.
Set the audience (e.g. leads only).
Add a Let Fin answer step and click on it to set Fin's role to Sales development (this will be preset if you used the deployment banner).
This step also lets you see and manage the following settings:
Content Fin can access
Qualification questions and outcomes
Set expectations for human support (chat only)
Auto-close abandoned Fin conversations
Once you've finished configuring Fin for sales development, you can continue to build your workflow and choose what happens if Fin is unable to qualify a lead.
Note: Deploy separate workflows for chat and email. Behavior differs per channel and should be tuned separately.
Analyze Fin Sales Agent
A new Sales Performance tab appears under Fin AI Agent > Analyze. It includes:
Conversation volume: Total conversations handled by Fin Sales Agent.
Contact capture rate: Percentage of conversations where Fin captures an email or phone number.
Completion rate: Percentage of conversations where Fin reaches a routing decision.
Routing outcome breakdown: Volumes for each routing category based on your playbook.
Teammates will also see a note added to the conversation in the Inbox which summarizes the routing decision for extra context.
Note:
Fin Sales Agent metrics are excluded from your Fin Support Agent reporting by default.
Fin Sales Agent does not automatically track ‘meeting booked’ or ‘trial start’ events. To measure these in your existing sales reporting, add Fin-specific UTM parameters to your booking or signup links.
FAQs
What is Fin Sales Agent?
What is Fin Sales Agent?
Fin Sales Agent is an AI-powered assistant designed to engage and qualify inbound sales leads. It can respond to prospects, answer sales-related questions, and collect information before handing the conversation to a sales rep.
It works differently to Fin Service Agent for customer support, which is enabled and configured separately.
How do I enable Fin Sales Agent?
How do I enable Fin Sales Agent?
Enabling Fin Sales Agent requires completing several setup steps, including:
Confirming access
Choosing the inbox it should operate in
Enabling appropriate sales content
Using a supported channel
There is no single on/off switch.
How can I tell if Fin Sales Agent is live?
How can I tell if Fin Sales Agent is live?
There is currently no visual “live” indicator. The best way to confirm it’s working is to:
Start a new inbound sales conversation on a supported channel
Check whether Fin responds before a human joins
Confirm the conversation appears in the correct inbox
Once setup is complete, Fin Sales Agent should respond immediately.
What content does Fin Sales Agent use to answer prospects?
What content does Fin Sales Agent use to answer prospects?
Fin Sales Agent uses content that is explicitly enabled for Sales Agent under the content "Fin" settings. It does not automatically use all your help center or internal content.
We recommend that you’ve enabled Fin with content that covers the information you need when engaging with prospects, for example pricing plans, competitor comparisons, and case studies.
Note:
Each article must be individually enabled for Sales Agent. Currently, there is no global view or filter to see all Sales Agent-enabled articles at once.
If an article is enabled for only for Service Agent, Fin Sales Agent will not use that article when responding to prospects.
When does Fin Sales Agent respond instead of a sales rep?
When does Fin Sales Agent respond instead of a sales rep?
Fin Sales Agent responds to inbound sales messages until a human sales rep joins the conversation.
Can a sales rep take over a conversation?
Can a sales rep take over a conversation?
Yes. Once a sales rep joins, Fin stops responding. Fin does not resume automatically after a human takes over.
How does Fin Sales Agent qualify leads?
How does Fin Sales Agent qualify leads?
Fin uses AI to assess the conversation and gather relevant information from prospects. Qualification logic is not fully customizable in the current beta.
Where can I see if a lead was qualified by Fin Sales Agent?
Where can I see if a lead was qualified by Fin Sales Agent?
Qualification information appears within the conversation itself. Reporting on qualification is currently limited.
Which inbox will Fin Sales Agent conversations appear in?
Which inbox will Fin Sales Agent conversations appear in?
They appear in the inbox selected during setup.
What channels are supported for Fin Sales Agent?
What channels are supported for Fin Sales Agent?
Email and chat (web, iOS, and Android).
What CRMs or GTM tools can I connect to Fin Sales Agent?
What CRMs or GTM tools can I connect to Fin Sales Agent?
Fin Sales Agent can connect to any CRM or GTM tool already integrated with your workspace using data connectors, including Salesforce, HubSpot, Marketo, and Chilli Piper.
What booking platforms are supported for Fin Sales Agent?
What booking platforms are supported for Fin Sales Agent?
Any booking platform can be used through links. Messenger-native calendar apps like Calendly will work if installed.
How do I set up Fin Sales Agent to proactively engage with leads on my website?
How do I set up Fin Sales Agent to proactively engage with leads on my website?
Use existing Workflow triggers such as open messenger, page visit, or targeted outbound triggers.
Does Fin collect or save qualification information if a prospect does not reach the final stage?
Does Fin collect or save qualification information if a prospect does not reach the final stage?
If a prospect abandons the conversation before completing the full qualification flow, Fin does not generate a final summary note. This can look like missing data, but it is working as designed.
Can I choose a different trigger when creating a workflow from the Sales Development page?
Can I choose a different trigger when creating a workflow from the Sales Development page?
When creating a workflow from the Sales Development page, the workflow is automatically preconfigured to trigger when a user sends a message. However, you can still create workflows with any trigger they want by creating a workflow manually and adding Fin as a step.
What is the best way to collect additional prospect data after Fin Sales Agent parameters are already set up?
What is the best way to collect additional prospect data after Fin Sales Agent parameters are already set up?
If you later decide you need additional prospect data (for example, campaign budget), you can either create a new attribute or add a natural-language condition in the qualification rules. Both approaches are supported and valid—the choice depends on how the data will be used.
Does Fin support automated email nurturing or follow-up for sales leads?
Does Fin support automated email nurturing or follow-up for sales leads?
No. Fin Sales Agent does not currently support automated email nurturing or follow-up sequences after qualification.
Fin is designed to:
Qualify prospects in real time.
Route conversations based on qualification outcomes.
It does not currently:
Send follow-up or drip emails.
Nurture leads who drop off or don’t convert immediately.
Run outbound email sequences tied to qualification results.
Can qualified leads be tagged and then used as a trigger for automated email follow-ups?
Can qualified leads be tagged and then used as a trigger for automated email follow-ups?
Yes. Qualified (or disqualified) leads can be tagged via a workflow as part of the routing outcome, and those tags can then be used later for targeted follow-ups, including automated outbound emails in Intercom.
How does the web chat experience differ between Service Agent and Sales Agent?
How does the web chat experience differ between Service Agent and Sales Agent?
Service Agent and Sales Agent are designed for different goals, and this affects how they are trained, how they behave in workflows, and what outcomes they are optimized for.
Does Intercom support email qualification or automated follow-up for inbound leads from marketing channels (e.g. demo requests or trial signups), not just leads qualified by Fin?
Does Intercom support email qualification or automated follow-up for inbound leads from marketing channels (e.g. demo requests or trial signups), not just leads qualified by Fin?
No. Intercom does not currently provide a native, end-to-end solution for email-based qualification or nurturing of inbound leads from marketing channels such as demo requests or trial starts.
While Intercom can support some follow-up actions, it does not replace a full inbound email qualification or sales sequence workflow.
Does Fin support routing logic for offering meetings to specific sales reps (for example, assigning meetings based on rules or ownership)?
Does Fin support routing logic for offering meetings to specific sales reps (for example, assigning meetings based on rules or ownership)?
No. Fin does not currently provide native routing logic for offering meetings to specific sales reps based on advanced rules (e.g. territory, ownership, round-robin, availability).
While Fin can qualify leads and route conversations, meeting scheduling and rep-specific routing logic are limited and typically require external tools or manual processes.
How should Fin handle conditional qualification questions for specific prospect types (e.g. VC firms or consultancies)?
How should Fin handle conditional qualification questions for specific prospect types (e.g. VC firms or consultancies)?
When certain prospect types (such as VC firms or consultancies) require different qualification logic, the recommended approach is to create a separate qualification outcome for those segments rather than relying only on guidance text.
Using guidance alone can lead to inconsistent behavior, especially when that guidance conflicts with Fin’s core qualification objectives.
How do you charge for Fin Sales Agent?
How do you charge for Fin Sales Agent?
This feature is currently in closed beta, which means it’s still evolving based on customer feedback. Pricing and packaging haven’t been finalized yet.
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