The Fin Voice preview panel lets you simulate phone calls in-browser before any real customers are involved. Use this article to run a test session, impersonate real users, switch voices, update greetings, and hear how Fin Voice sounds — all without going live.
Note: This feature is for teammates with access to Fin AI Agent and Intercom's Phone channel. You'll need a phone number connected to your workspace before you can test.
Go to Fin AI Agent > Deploy > Voice. The preview panel appears on the right side of the page.
How to purchase a phone number
To get everything set up for testing, you'll first need a phone number from our Phone system, as this is what Fin Voice is built on. If you don't have a spare one, it's easy to purchase a new number by following this guide: Purchasing an Intercom Phone number.
What can you do in the Voice Preview?
The Voice Preview lets you test and preview the following before going live:
Hear Fin answer using your own support content and check accuracy.
Impersonate real users in your workspace to see how Fin responds to them, using live or example data from your Data Connectors.
Switch voices, language, and greeting to find what works for your customers and brand.
Simulate a call to a specific phone number in your workspace to see how each line performs.
Type messages to Fin instead of — or alongside — speaking, which is useful when testing in a busy office environment.
Inspect conversation events after each call — including Knowledge Base citations, Guidance followed, and attribute classifications — in the Inbox.
Note: Voice Preview is available on Fin AI Agent pages under the Service role. You'll need Fin Voice access and a phone number connected to your workspace. Data Connectors can only be called directly via the Voice Preview when using Procedures.
How to run a test session
Go to Fin AI Agent > Deploy > Voice. In the preview panel on the right, click Start call.
Wait for Fin to greet you, then start speaking or typing.
If prompted, grant your browser microphone permission.
Fin Voice will greet you and respond in real time. When you're done, click End call. The call is saved as a conversation in Analyze > Conversations — open it there to review events including Knowledge Base citations, Guidance followed, and attribute classifications.
Tip: You can type to Fin instead of — or alongside — speaking. A text box appears above the call controls during an active call. The mic stays live throughout, so you can mix typing and talking freely.
How to configure your preview settings
The preview panel shows two quick-access controls you can change before starting a call:
Calling number — select a phone number in your workspace to simulate calling it. Fin loads that line’s configuration into the test session.
Testing as — choose a specific user or lead to impersonate. Fin uses that person’s audience rules, content targeting, and Data Connector responses. Defaults to Preview user (no impersonation — Fin uses your full content library regardless of audience rules).
For additional settings, click ••• in the preview panel header and select Settings. The Settings modal contains:
Brand — preview conversations scoped to a specific brand’s content.
Voice & language — choose the voice and language Fin uses during the call.
Greeting — edit the message Fin uses to open the call.
Microphone — choose which microphone on your computer to use for testing.
Note: To use Fin Voice in a specific language (e.g., German), you must have a Help Center or knowledge base with articles written in that same language. Additionally, only one language can be assigned per phone line; the system does not support dynamic language switching on a single number.
Note: The Test as, Calling number, and Voice & language settings cannot be changed while a call is active. End the call first, then update your settings and start a new call.
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