This guide helps you connect Fin Voice, Intercom’s AI Agent for phone support, with your Talkdesk account. By following these steps, you can instantly answer customer calls using your Help Center content, while ensuring that complex issues are seamlessly handed off to your human team with a full AI-generated summary and transcript.
How the integration works
This integration uses Public Switched Telephone Network (PSTN) forwarding to route calls between Talkdesk and Intercom:
Talkdesk → Fin Voice: Talkdesk forwards inbound calls to a dedicated Fin Voice number purchased in Intercom.
Fin Voice resolution: Fin answers instantly, using your Help Center to resolve the issue.
Fin Voice → Talkdesk: If Fin cannot resolve the call, it forwards the caller back to a dedicated Talkdesk escalation number.
Context transfer: Talkdesk Studio uses the Fin Voice API to retrieve the call summary and transcript for your teammates.
Before you start
Ensure you meet the following requirements:
Requirement | Description |
Intercom Workspace | Fin Voice enabled and hosted in US, EU, or AU regions. |
Admin Access | Required for both Intercom and Talkdesk to manage routing and API tokens. |
Knowledge Base | Up-to-date Help Center content for Fin to reference. |
Talkdesk Numbers | Active numbers for primary inbound routing and a dedicated escalation line. |
1. Test Fin Voice
Before going live, use the Voice Testing tab to simulate calls in your browser.
Navigate to Fin AI Agent > Deploy > Phone > Voice testing.
Click Play and start speaking to hear Fin's responses.
Use Settings (top right) to switch voices or preview greetings and escalation rules.
2. Create a Fin Voice line
To move from testing to a live line, you must purchase a dedicated number within Intercom.
Navigate to Fin AI Agent > Deploy > Phone > Set Fin live.
Click + New line.
Select External Provider and click Next.
Name your line, select From a phone number (PSTN), and click Next.
Click Purchase to acquire a US local number.
3. Configure recordings and behavior
Enable Context Tools
To allow teammates to see what happened during the AI portion of the call, enable global settings:
Go to Settings > Channels > Phone.
Switch on Enable recordings, Transcripts, and Call transcription summaries.
Customize Fin's Settings
In the Set Fin live tab, you can adjust how Fin behaves:
Office hours: Define when Fin should answer (defaults to 24/7).
Voice and language: Choose a voice that fits your brand.
Support content: Select which Help Center articles Fin should reference.
CSAT: Enable keypad ratings (1–5) for resolved calls.
4. Set up Talkdesk forwarding
In Talkdesk Studio, you need to route incoming calls to Intercom.
Open the Talkdesk Studio flow assigned to your inbound phone number.
Add a Forward to External Number step.
Enter the Fin Voice phone number you purchased in Intercom.
Save and publish the flow. To test this call your Talkdesk number. If Fin answers, forwarding is working correctly.
5. Configure escalations back to Talkdesk
If Fin can't resolve the issue, it needs to send the caller back to your team.
In Talkdesk, create a dedicated escalation number and assign it to a flow that routes to your agent queue.
In Intercom, go to Fin AI Agent > Deploy > Phone > Set Fin live.
Under If Fin can’t resolve the conversation, select Forward the call.
Enter your Talkdesk escalation number and click Save.
6. Add context to handovers (Voice API)
To ensure agents see a summary before answering, you must configure the Fin Voice API. First, generate an Access Token in the Intercom Developer Hub. Then, create a Custom Integration in Talkdesk with the following actions:
Create the custom integration in Talkdesk
In Talkdesk, go to Builder > Integrations > Create Custom Integration.
Base path:
api.intercom.io.Authentication type:
Http Api Key.Api key header name:
Authorization.Key value: Enter your access token.
Add API actions
Add these actions to your integration to use them in Studio flows:
Register action (inbound flow)
Add this to your inbound Talkdesk flow before the Forward step to link the call IDs.
Relative Path: (POST) /fin_voice/register
Description: Register the call for Fin voice
Input Schema: Use the JSON provided in your technical documentation.
{
"$schema":"http://json-schema.org/draft-07/schema#",
"title":"The root schema",
"type":"object",
"properties":{
"phone_number":{
"type":"string",
"title":"phone_number"
},
"call_id":{
"type":"string",
"title":"call_id"
}
},
"required":[
"phone_number",
"call_id"
],
"additionalProperties":false
}
Mapping: Map phone_number to the caller's number and call_id to the Talkdesk call ID.
Collect action (escalation flow)
Add this to your escalation Talkdesk flow to retrieve the AI summary.
Relative Path: (GET) /fin_voice/phone_number/{{phone_number}}
Description: Collect Fin voice call outcome
Output Schema: Use the JSON provided to parse the call_summary and call_transcript .
{
"$schema":"http://json-schema.org/draft-07/schema#",
"title":"The root schema",
"type":"object",
"properties":{
"id":{"type":"integer"},
"app_id":{"type":"integer"},
"user_phone_number":{"type":"string"},
"status":{"type":"string"},
"intercom_call_id":{"type":"string"},
"external_call_id":{"type":"string"},
"intercom_conversation_id":{"type":"integer"},
"call_transcript":{"type":"array"},
"call_summary":{"type":"string"},
"intent":{"type":"array"}
},
"required":[
"id", "app_id", "user_phone_number", "status", "intercom_call_id",
"external_call_id", "intercom_conversation_id", "call_transcript",
"call_summary", "intent"
]
}
Connecting your Studio Flows to the Fin Voice API
Once you’ve built your custom integration, the final step is to plug it into your Talkdesk Studio flows. This "registers" the call with Fin, acting as the bridge that allows AI-generated summaries and transcripts to flow back to your agents.
Add the "Register" action to your Inbound Flow
To ensure every caller is correctly linked to their AI session, you need to add a registration step before the call is handed off to Fin.
Open your flow: In Talkdesk Studio, open the flow currently assigned to your inbound phone number.
Insert the Register action: Drag the Register action from your Fin Voice Custom Integration and place it before the "Forward to External" step.
Map your data: Tell the API which call to track by mapping these two fields:
phone_number: Select the variable for the caller’s phone number.
call_id: Select the Talkdesk call ID variable.
The Exits tab, determines what happens after the API call is made.
Ok: Use the dropdown to route the call to your Forward to Fin (Forward to External Number) step. This ensures the call only proceeds to Fin if it was successfully registered.
Execution error: Route this to End Flow or a fallback step to handle scenarios where the API cannot be reached.
Save and Publish your updated flow.
Why is this step important? Without "Registering" the call first, Talkdesk won't know which AI transcript belongs to which caller. This step is the "handshake" that makes your agent handovers seamless.
Show the Fin Voice summary to agents
Once the Collect action retrieves the summary, make it visible to agents in Talkdesk.
In Talkdesk Studio, open the escalation flow and select the variable where you stored the
call_summaryoutput.In the variable settings, enable Expose context and choose Conversations and Automations.
The summary will now appear in the Conversations snapshot when an escalated call arrives.
To Test this trigger an escalation by asking Fin a question it cannot answer. If the summary appears in the context panel, the setup is successful.
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