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Integrating Fin Voice with Five9 call forwarding

Connect Fin Voice to Five9 and route inbound calls through an IVR script.

Written by Dawn
Updated this week

This guide walks you through integrating Fin Voice with Five9 using PSTN (Public Switched Telephone Network). You'll purchase a number in Five9, configure an IVR script to register and forward calls to Fin, and set up the routing logic to handle outcomes after Fin has spoken with your customers.

Note: Fin Voice is currently limited to select customers partnered with our Sales team. If you'd like to learn more about pricing, please reach out to your account manager.

Before you start

You'll need the following before getting started:

  • A Five9 account with access to the VCC Admin tool and Five9 Admin Console

  • Access to create a private Intercom app and generate an API access token

  • Fin Voice enabled on your Intercom workspace

Step 1: Set up your Intercom app and API token

You'll need an Intercom API access token to authenticate requests from Five9 to the Intercom API.

  1. Go to the Intercom Developer Hub and create a new private app.

  2. Once created, navigate to the Authentication section and copy your Access Token.

  3. Set the API version to Unstable.

Note: You'll use this token when configuring bearer token authentication in your Five9 IVR query blocks below.

Step 2: Configure Fin Voice in Intercom

Before setting up Five9, get your Fin Voice line and configuration ready in Intercom.

  1. In Intercom, navigate to Fin AI Agent > Deploy > Phone > Set Fin Live.

  2. If you don't already have a line, click + New line and follow the prompts to purchase a Fin Voice number. Copy this number — you'll need it when configuring the Five9 IVR transfer step.

Step 3: Configure Fin’s behavior

You can customize how Fin operates before integrating with your telephony provider.

  1. Open the line you just created in Fin AI Agent > Deploy > Phone > Set Fin Live.

  2. Review and adjust these optional settings:

    • Office hours: Choose when Fin should answer calls (defaults to 24/7).

    • Voice, language, and greetings: Select Fin's voice, language, and customize the greeting.

    • Audiences: Restrict which support content Fin can use by targeting specific callers or phone numbers.

    • Guidance: Set rules for Fin's communication style and when it should escalate.

    • Category Detection: Enable AI-based topic classification for routing or reporting.

    • CSAT: Enable keypad ratings (1–5) for resolved calls.

Enable recordings and transcripts

To review customer interactions and see how Fin handled each call, enable recordings and transcripts.

Note: This is a global setting for all Phone calls. It's not possible to only enable recordings or transcripts for some calls.

Step 4: Purchase a number in Five9

  1. Log in to the Five9 Admin Console.

  2. Navigate to Phone Numbers and purchase a phone number to use as your customer-facing number for Fin Voice.

  3. Make note of this number — it will be assigned to your inbound campaign in a later step.

Step 5: Build the IVR script in the VCC Admin tool

The IVR script handles the call flow: registering the call with Intercom, forwarding it to Fin, then collecting the outcome and routing accordingly.

Create the IVR script

  1. Open the VCC Admin tool and create a new IVR script.

Register the call with Intercom

Add a Query block to your IVR and configure it to register the incoming call with Intercom.

This creates a reference that links the Five9 call to an Intercom conversation.

  • Base URL: api.intercom.io

  • Method: POST

  • Authentication: Bearer token — use the Intercom API access token from Step 1

  • Headers:

  • Content-Type: application/json

  • Accept: application/json

In the Payload section, include the following JSON structure:

{
  "phone_number": "&&Call.ANI&&",
  "call_id": "&&Call.call_id&&",
  "source": "five9"
}

In the Responses tab, set the acceptable response range to 200–200.

Note: For full details on this API endpoint, refer to the Register a Fin Voice call documentation.

Forward the call to Fin

  1. Click the 3rd party transfer icon and add it to your IVR script.

  2. Set the 3rd party number to the Fin Voice number you configured in the Intercom deployment UI (Step 2).

  3. Tick Return after 3rd party call so control returns to your IVR once Fin has finished handling the call.

  4. In Intercom, navigate to Fin AI Agent > Deploy > Phone > Set Fin Live.

  5. Under the section If Fin can’t resolve the conversation, select Forward the call.

  6. Enter your Five9 Escalation Line number.

  7. Enable Close the conversation when the call is forwarded and click Save. This tells Fin to end the call, allowing Five9 to handle the routing from here.

Create variables

You'll need two variables to capture data from the Fin call outcome:

  • fin_outcome — STRING

  • call_summary — STRING

  • (Optional) call_outcome — STRING, if you want to share the outcome with your agents

Collect the call outcome from Intercom

Add a second Query block to retrieve the call details using the customer's phone number.

Note: For full details on this API endpoint, refer to the Collect Fin Voice call by phone number documentation.

In the Responses tab, add a regex parser to extract the Fin response and bind it to your fin_outcome variable.

Route based on outcome

  1. Add an If/Else block based on the fin_outcome variable.

  2. In the true path (Fin resolved the query): hang up the call.

  3. In the false path (Fin could not resolve): route the call to your agent queue.

  4. Save your IVR script.

Step 6: Create an inbound campaign

  1. In the Five9 Admin Console, create a new inbound campaign.

  2. Set your campaign schedule and bind the campaign to the IVR script you created in Step 4.

  3. Set the DNIS for this campaign to the Five9 phone number you purchased in Step 3.

  4. Start the campaign.

Test your connection

Once everything is configured, run a test to make sure calls flow correctly end to end.

  1. From a separate phone, dial the Five9 number you purchased.

  2. The IVR should register the call with Intercom, then forward it to your Fin Voice number.

  3. Fin Voice should answer and handle the call.

  4. After the call ends, the IVR should retrieve the outcome and route accordingly.

Tip: Use the Voice testing tab in Intercom to verify Fin's responses before running a live test call.

FAQs

What does the source field in the register API do?

Setting "source": "five9" tells Intercom this call is coming from Five9. The supported values are five9, zoom_phone, and aws_connect (default).

What API version should I use?

Use the Unstable version of the Intercom API. Set this when creating your private app and include it in your API request headers.

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