Fin's performance metrics are being updated to give you a clearer, more accurate picture of how Fin is performing. The key change: conversations where Fin didn't have the opportunity to answer are no longer counted in "Fin Involved."
This means your Involvement Rate will decrease and your Resolution Rate will increase, which is a truer reflection of Fin's actual performance.
Important: Automation Rate is not changing. The number of resolutions is not changing. Billing is not affected.
What is changing and why
Understanding the metric definitions
Fin's Automation Rate is calculated using two levers:
Automation Rate = Involvement Rate × Resolution Rate
The table below shows how each metric is calculated and what it measures:
Metric | Formula | Purpose |
Automation Rate | The number of conversations Fin resolved, divided by the total number of conversations | Measures the business value Fin delivers |
Involvement Rate | The number of conversations Fin was involved, divided by the total number of conversations | Measures Fin's opportunity to resolve conversations |
Resolution Rate | The number of conversations Fin resolved, divided by the number of conversations Fin was involved | Measures Fin's performance in those conversations |
What's new
Previously, "Fin Involved" included conversations where Fin was active but never had the opportunity to answer. These are called Fin Constrained conversations.
Including Fin Constrained conversations in the metric skewed both Involvement Rate and Resolution Rate, making it harder to understand Fin's true performance and identify the right actions to improve your Automation Rate.
The definition of "Fin Involved" no longer includes Fin Constrained conversations. This impacts two metrics:
Involvement Rate: Will decrease, because Fin Constrained conversations are no longer counted in the numerator.
Resolution Rate: Will increase, because Fin Constrained conversations are no longer counted in the denominator.
Note: There is no change to Automation Rate. Historical data for the updated Involvement Rate and Resolution Rate definitions will be available back to October 1st, 2025.
Example
Examply had 1,000 conversations in the past month. Fin resolved 250. Fin was active in 750 conversations, but due to escalation guidance, Fin only had the opportunity to answer 500.
Metric | Previous | Updated | Impact |
Involvement Rate | 750 ÷ 1000 = 75% | 500 ÷ 1000 = 50% | Decrease |
Resolution Rate | 250 ÷ 750 = 33% | 250 ÷ 500 = 50% | Increase |
Automation Rate | 250 ÷ 1000 = 25% | 250 ÷ 1000 = 25% | No change |
Why Fin gets constrained
A conversation is "Fin Constrained" when Fin is active but doesn't get the opportunity to answer. The most common reasons are:
Escalation guidance: Fin is configured to escalate to a teammate when a specific topic is discussed.
Workflow triggered: Fin is configured to trigger a workflow in a specific situation before it can respond.
Usage limits: Fin reaches a usage limit and routes conversations to teammates.
User idle: A customer starts a conversation but never asks a question for Fin to answer. For example, saying "Hi" with no follow up question.
Other: For example, a teammate steps in to an active Fin conversation.
Reporting on Fin Constrained conversations
You can now see exactly why Fin is being constrained in your conversations. This was previously a blind spot because it wasn't possible to distinguish between conversations where Fin had the opportunity to answer and those where it didn't.
With the updated reporting, you can identify the reasons Fin is constrained, act on them, and improve Fin's true involvement and overall Automation Rate.
The Support Performance dashboard will show Fin Constrained data broken down by reason, including:
Escalation guidance: identify the specific guidance rules constraining Fin.
Workflow triggered: identify the specific workflows constraining Fin.
What's changing in reporting
Standard dashboards
Standard Fin dashboards are updated to the new metric definitions. This includes the Support Performance and Reports Overview dashboards.
During the transition period, you can toggle to the legacy metric definition on any standard Fin dashboard to compare against the previous figures. Legacy versions of each standard dashboard are also available in Intercom reports.
Custom reports
There are no changes to existing custom reports. Your custom reports will continue to report on the previous metric definitions.
When creating a new custom report, all report templates and chart templates are updated to the new definitions. You can still select legacy metrics when configuring a chart (legacy metric will be labeled as such).
Topics Explorer and Trends
The Topics Explorer dashboard and Trends insights are updated to the new metric definitions.
Note: Historical trends will not be re-generated based on the new definitions.
Weekly digest email
All performance metrics in the weekly digest email are updated to the new definitions.
Available metrics in custom reports
The following metrics are available in custom reporting:
Metric | Description | Historical data |
Fin AI Agent resolved conversations | Number of conversations resolved by Fin | Full history |
Fin AI Agent involved conversations | Number of conversations where Fin had the opportunity to resolve | Back to October 1st, 2025 |
Fin AI Agent involved conversations [legacy] | Number of conversations where Fin actively participated (including where Fin was constrained) | Full history |
Fin AI Agent constrained conversations | Number of conversations where Fin was active but didn't have the opportunity to resolve | Back to October 1st, 2025 |
Fin AI Agent active conversations | Number of conversations where Fin actively participated (including where Fin was constrained) | Full history |
Fin AI Agent resolution rate | Percentage of Fin Involved conversations that Fin resolved | Back to October 1st, 2025 |
Fin AI Agent resolution rate [legacy] | Percentage of Fin Active conversations that Fin resolved | Full history |
Fin AI Agent involvement rate | Percentage of all new conversations where Fin was involved and attempted to answer | Back to October 1st, 2025 |
Fin AI Agent involvement rate [legacy] | Percentage of all new conversations where Fin actively participated, even if constrained | Full history |
Fin AI Agent active rate | Percentage of all new conversations where Fin actively participated, even if constrained | Full history |
Rollout schedule
The updated metrics are rolling out in stages:
New workspaces: Any workspace created on or after June 25th, 2026 will use the new metric definitions.
Existing workspaces: Rollout begins July 1st, 2026 and completes by July 8th, 2026
A transition period of approximately one month follows rollout. During this time, informational banners and tooltips will appear on relevant reporting pages, and you'll be able to toggle between the new and legacy metric definitions on standard dashboards.
Note: All transition features will be removed on August 3rd, 2026. After this date, all workspaces will exclusively use the updated metric definitions.
FAQs
Is the definition of a "resolution" changing?
Is the definition of a "resolution" changing?
No. The definition of a resolution is not changing. Resolved conversations will continue to be counted in the same way. See Fin outcomes for more details.
Will this affect my billing?
Will this affect my billing?
No. Billing is based on the number of outcomes (handoffs, resolutions) and is not affected by this change. See Fin outcomes for more details
Will my existing custom reports change?
Will my existing custom reports change?
No. There are no changes to your existing custom reports. They'll continue to use the previous metric definitions. Only new report templates and chart templates will default to the updated definitions.
Why has my Involvement Rate decreased?
Why has my Involvement Rate decreased?
Fin Constrained conversations (where Fin was active but didn't have the opportunity to answer) are no longer counted in "Fin Involved." This means your Involvement Rate reflects only conversations where Fin actually had the chance to help.
Why has my Resolution Rate increased?
Why has my Resolution Rate increased?
Because Fin Constrained conversations are excluded from the denominator, the Resolution Rate now reflects Fin's performance only in conversations where it had the opportunity to answer. This gives a more accurate picture of how well Fin is resolving conversations.
What types of conversations are no longer counted in "Fin Involved"?
What types of conversations are no longer counted in "Fin Involved"?
Conversations where Fin was active but never had the opportunity to answer (i.e. Fin was constrained). The most common examples are:
A customer asks about a topic where Fin is configured to escalate to a teammate.
A customer requests a handoff to a teammate before asking a question.
A workflow is triggered before Fin can respond.
A customer starts a conversation and ends it before asking a question.
Fin reaches a usage limit and routes the conversation to a teammate.
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