If your store runs on WooCommerce, Magento, BigCommerce, Salesforce Commerce Cloud, or a custom-built platform, you can connect your product catalog to Intercom and let Fin for Ecommerce recommend your products in conversations, answer questions about them, and guide your customers to the right purchase.
Note:
Fin for Ecommerce beyond Shopify is initially available in a closed beta. If you'd like access, contact your account team.
If your store is powered by Shopify, see Transition existing workflows to Fin for Ecommerce instead.
Before you start
You'll need a developer. Publishing the catalog is a technical step: your team sets up a periodic job that publishes your catalog to Intercom.
Make sure your product data is in good shape. Fin is only as good as the catalog it's given: rich descriptions, categories, prices, images, and stock status all improve its recommendations.
How it works
You send Intercom your product catalog directly:
You create a catalog connector in Intercom and share its details with your developers.
Your developers publish your product catalog to Intercom on a schedule, so Fin always has your latest products, prices, and stock.
Fin uses the catalog to recommend products and answer product questions in the Messenger.
Step 1: Create your catalog connector
Click See all under “Add content”, select Connect your store and follow the steps to set up the connector.
Intercom creates the connector and shows your publish details. Share these with your developers.
Step 2: Publish your catalog
Your developers publish your full catalog to Intercom as a JSON file, then re-publish it on a schedule they choose (for example every few hours, or daily). Each publish updates changed products and removes anything no longer in your catalog, so Fin always reflects your store.
Point your developers at the developer guide: Publish your product catalog to Fin for Ecommerce.
Step 3: Check your products in Intercom
Go to Fin AI Agent > Ecommerce > Train > Content to see your imported products.
Set Audiences in Audience control when creating the connector, or any time after: a single audience for the whole catalog, or rules based on your product attributes. If you run several stores, give each connector its own audience.
Step 4: Train, test, and deploy Fin
With your catalog connected:
Add Guidance to shape how Fin recommends products, plus any Procedures and escalation rules you need.
Use the Preview panel to test Fin against your catalog before going live.
Deploy Fin via Workflows or Simple Deploy.
For the full walkthrough, see the train, test and deploy steps in Transition existing workflows to Fin for Ecommerce.
FAQs
Which platforms are supported?
Which platforms are supported?
Any platform. The connector is platform agnostic, so it works with WooCommerce, Magento, BigCommerce, Salesforce Commerce Cloud, and custom or headless stores.
Can Fin add items to the cart or take customers to checkout?
Can Fin add items to the cart or take customers to checkout?
No. Fin handles product discovery and recommendations only — it can't add items to the cart or take shoppers to checkout.
I sell in several markets. How should I set that up?
I sell in several markets. How should I set that up?
If prices, currencies, or availability differ by market, create a separate connector for each one: each syncs to its own audience, so Fin always shows customers the right catalog. If every market sells the same products at the same prices, keep a single catalog: your developers tag products with custom attributes (for example, which warehouses stock them) and you add audience rules that match those attributes.
Do I need to send my catalog in every language I sell in?
Do I need to send my catalog in every language I sell in?
No. Send your catalog in one language and Fin automatically translates product content into each customer's language.
How often should we sync?
How often should we sync?
As often as your catalog meaningfully changes. Fast-moving stock might sync every couple of hours, most stores sync daily, and a catalog that barely changes can sync weekly.
Can Fin for Ecommerce handle both shopping and support in the same conversation?
Can Fin for Ecommerce handle both shopping and support in the same conversation?
Yes. Fin for Ecommerce combines Fin's support capabilities with shopping assistance, so it can help customers discover products, answer questions, and handle post-purchase requests like returns or order updates, all within a single conversation.
Do I need to add ecommerce guidance to Fin?
Do I need to add ecommerce guidance to Fin?
For most stores, Fin works well without additional guidance. You may want to add guidance if you have a complex catalog, specific business rules, or strict tone requirements.
How is Fin for Ecommerce charged?
How is Fin for Ecommerce charged?
Fin for Ecommerce uses the same pricing model as Fin for Service: $0.99 per resolution. A resolution occurs when Fin answers a customer's question using your content or catalog data, the customer doesn't provide negative feedback, and the conversation needs no further follow-up. This applies to both support queries and shopping interactions.
Does Fin in the ecommerce role work in languages other than English?
Does Fin in the ecommerce role work in languages other than English?
Yes. Fin automatically detects and responds in the customer's language.
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