Fin for Ecommerce builds on your existing Fin for Service setup and adds powerful shopping capabilities. It uses your Shopify catalog to recommend products, guide customers to checkout, and handle support queries—all in one conversation.
Migration is fast. Your existing configuration (guidance, Procedures, escalations, and content) carries over automatically, so you don’t need to start from scratch.
Prerequisites
You have a connected Shopify store in Intercom.
You have installed the Messenger on your Shopify store.
Fin is live in your workspace.
Tip: If you’re connecting Shopify and deploying Fin for the first time, read our Fin for Ecommerce new customer setup guide.
How to transition to Fin for Ecommerce
Step 1: Sync your Shopify catalog
Click Get started and follow the prompt to sync your Shopify product catalog.
Review and manage synced content in Train > Content.
Syncing imports all products from your connected Shopify stores. This enables Fin to power product discovery, recommendations, and comparisons.
Note: Your existing workflows remain unchanged during this step. Product content is simply added to your workspace.
Step 2: Update your workflows
Continue to the Update Workflows step.
Select which live chat workflows to migrate.
Confirm the transition to Fin for Ecommerce.
Only the Fin role changes and everything else stays the same:
Triggers remain unchanged.
Conditions remain unchanged.
Routing remains unchanged.
Once complete, your workflows are now powered by Fin for Ecommerce.
Alternative: Transition workflows individually
If you prefer more control, you can transition workflows one at a time:
Go to Fin AI Agent > Workflows.
Open an existing workflow.
Click the Let Fin handle step.
Select the Fin role dropdown and choose Ecommerce.
This allows you to test and roll out changes gradually.
Train Fin for Ecommerce
Fin for Ecommerce is powered by your Shopify catalog, content, guidance, and Procedures.
Sync content from Shopify
All of your Shopify product data, including pricing, availability, and variants, is synced directly from Shopify and stays automatically up to date.
You can manage and control this content in Fin AI Agent > Ecommerce > Train > Content, where you decide what Fin can access.
Filter your catalog
To refine what Fin recommends, select the three-dot menu next to your product catalog in Train > Content and select:
Configure product filters – Control which products are included.
Configure stock filter – Exclude out-of-stock items.
These filters ensure Fin only recommends relevant and available products.
Add guidance (optional)
For most stores, Fin for Ecommerce works well without additional guidance. You may want to add guidance if you have a complex catalogue, specific business rules, or strict tone requirements.
Go to Fin AI Agent > Ecommerce > Train > Guidance to define:
Communication style
Conversation strategy and flow
Situation handling and edge cases
Context and clarification rules
Examples include:
How to explain product combinations
Brand tone of voice
Restrictions or exclusions
Rules for edge cases
Note: Because Fin for Ecommerce handles both shopping assistance and support queries, guidance should be clearly structured so Fin can determine when to apply each piece of guidance.
Add attributes (optional)
Fin automatically detects and applies attributes to ecommerce conversations, such as:
Product recommended
Cart created
Checkout link clicked
These help with reporting and analysis. To add more custom attributes, go to Fin AI Agent > Ecommerce > Train > Attributes.
Add escalation guidance and rules (optional)
Fin for Ecommerce is designed to resolve customer questions autonomously while escalating to a human teammate at the right moment.
You can control when escalation happens, whether Fin offers escalation or escalates immediately, and what Fin says during the handover from Fin AI Agent > Ecommerce > Train > Escalation.
Fin escalation behavior is powered by:
Default escalation behavior
Escalation rules (data-driven)
Escalation guidance (natural language instructions)
Workflows (post-escalation routing and actions)
Manage Procedures
Fin for Ecommerce supports post-purchase workflows using Procedures and Shopify APIs.
Common use cases include:
Where is my order
Returns
Refunds
Exchanges
Order updates or cancellations
Go to Fin AI Agent > Ecommerce > Train > Procedures to review all Procedures. Some Procedures may be:
Automatically live if already configured.
Created in draft mode if new or incomplete.
Test Fin for Ecommerce
Before going live, validate your setup using the preview panel.
Go to Fin AI Agent > Ecommerce > Deploy and select the Preview tab to test:
Shopping conversations
Product recommendations and comparisons
Broad or vague discovery questions
Cart and checkout actions
Support scenarios
Mixed shopping + support conversations
Tip: Create a test Fin audience and apply it to specific ecommerce workflows and content so that you can set Fin live and test it in your live environment. This avoids impacting your live Fin for Service setup.
Deploy Fin for Ecommerce through workflows
Update existing Fin for Service workflows
Go to Fin AI Agent > Workflows.
Replace the Fin role in the Let Fin handle step with Ecommerce.
Keep all existing workflow logic unchanged.
This is a direct role swap, no rebuilding required.
Create new Fin for Ecommerce workflows
Go to Fin AI Agent > Workflows.
Create a new workflow.
Add a Let Fin handle step and click on it to configure roles.
Select Ecommerce as the role.
Finish building your workflow (audience rules, assignments, etc.)
Fin automatically determines whether to provide shopping assistance or support—no manual routing needed.
FAQs
Do I need to rebuild my Fin workflows?
Do I need to rebuild my Fin workflows?
No. Existing workflows remain unchanged—only the Fin role is updated.
Will my existing content and guidance still work?
Will my existing content and guidance still work?
Yes. All existing configuration (content, guidance, escalation rules, attributes, and Procedures) carries over automatically.
Can I test Fin for Ecommerce without affecting live traffic?
Can I test Fin for Ecommerce without affecting live traffic?
Yes, simply use a test Fin audience (targeted at your email address for example) to isolate workflows and content during testing.
Can I transition workflows gradually to Fin for Ecommerce?
Can I transition workflows gradually to Fin for Ecommerce?
Yes. You can update workflows individually instead of transitioning everything at once.
Does Fin for Ecommerce handle both shopping assistance and support?
Does Fin for Ecommerce handle both shopping assistance and support?
Yes. Fin detects intent and dynamically switches between shopping assistance and support responses within the same conversation, depending on the context.
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