Fin Voice FAQs

Yes, you can watch Fin Voice in action and use the live interactive demo on fin.ai/voice 😃

Yes. If you have access to Voice Procedures, you can test them in the Voice Testing Playground. You can also use Simulations — found in the Procedure editor — to test your flows before and after going live without needing to make real calls. If you're interested in enabling Voice Procedures, please reach out to your Account Manager.

No. The Voice Testing Playground intentionally pulls all available content from your knowledge base regardless of any audience rules you've configured. This is by design — it lets you test Fin's responses across your full content library without needing to match a specific audience.

No, the preview option is not available for workflows using the "When customer calls" trigger. To test how Fin Voice handles calls, use the Voice Testing Playground in Fin AI Agent > Deploy > Phone > Voice testing. This lets you simulate calls in-browser and hear how Fin responds before deploying to a live phone line.

A Fin Voice Outcome is defined as a person asking a question and receiving at least 1 answer (based on your knowledge base content) from Fin and then disconnecting from the call, or the call being disconnected for any reason.

No. If a call is abandoned while it's being transferred or forwarded to your team, this does not count as an outcome.

Contact your account owner to learn more about pricing. Once agreed, Fin Voice pricing will be set out in your Order Form with Fin.

If a customer speaks while Fin is mid-response, Fin will stop talking and listen — it won't talk over the customer. This is expected behavior.

It depends on whether escalation guidance has been configured.

This behavior is not deterministic: Fin may sometimes escalate straight away, and other times ask a clarifying question first. If the caller insists on speaking with a human, Fin will proceed with the escalation.

Fin over Phone (Fin Voice) is intentionally more conversational than Fin over chat — and that's by design, not a defect.

On a phone call, customers expect a natural back-and-forth exchange. Fin Voice asks clarifying questions, confirms understanding, and works through issues step by step, rather than delivering a single comprehensive answer. Chat, by contrast, suits concise, self-contained responses that customers can read at their own pace.

Yes, the handover message (e.g. "Please hold while we transfer you to an agent") is fully customizable in both simple and workflow deployments.

No. Before generating each answer, Fin Voice sends a brief acknowledgement phrase — such as "Let me look into that for you" — to bridge the latency while it searches your knowledge base. This is intentional: it replaces silence with a natural-sounding response while Fin processes the caller's question.

Fin Voice integrates with a wide range of third-party telephony providers, including Talkdesk, Amazon Connect, Zoom, Aircall, CXOne, Five9, and more.

For setup instructions, see our telephony integration guides.

Fin Voice is currently limited to select customers partnered with our Sales team, and is supported on workspaces hosted in the US, EU, and Australia. Apex Flash — which powers faster, more natural conversations — is automatically applied to existing Fin Voice customers on English-language, US-hosted workspaces. To use Fin Voice in a specific language, you'll need a help center or knowledge base with articles written in that language.

Yes — for Fin Voice calls, the transcript appears in the Inbox in real time as the caller speaks, while the call is still active. Teammates can open the conversation and watch the transcript build as the conversation progresses.

For calls handled by human teammates (not Fin), the transcript is only available after the call ends. You can view it in the Call Details panel by opening the call card in the conversation.

When you use the Forward call step in a phone workflow to route a caller to an external number, Intercom treats that leg of the call as an outbound call to the receiving number. The minutes are billed as outbound minutes.

Once the external number answers (or sends the call to voicemail), the transfer is considered successful and the caller is disconnected from Intercom. Billing stops when the call ends — you're only charged while the call is active.

Phone calls use balanced assignment — they're distributed across teammates who are online, have the Inbox open, and have their availability set to All or Phone. Calls aren't given priority over other conversation types, but they do have one key difference: phone calls bypass inbox assignment limits.

This means you can still be assigned a phone call even if you're at your normal conversation limit. Having open email tickets or other conversations assigned to you doesn't reduce your chances of receiving a call.

Use the Voice Testing Playground or the Test Fin preview. Conversations started in either testing mode are flagged as preview conversations — Fin's outcome and resolution billing step skips them entirely, so no billable outcome is ever recorded.

Attribute detection still runs in preview mode, so you can validate that Fin is detecting and assigning the right attributes before going live — without any charges.

There's no standalone "thank-you message" setting. The way to do it is to add a Send a message step directly after the Ask for rating step in your phone workflow — it will run once the rating is received.

Confirmation is delivered by speech. After the caller presses a key to submit their rating, Fin reads back an acknowledgment — for example, "Thanks for letting us know" — before ending the call or moving to the next workflow step.

The most common cause is that your phone number's routing setting doesn't match your deployment method. For Fin Voice to work in a workflow, the phone number must be set to Configure with a workflow in Settings > Channels > Phone.

Simple deploy supports one language per phone line. If you need to handle multiple languages, you'll need to use workflow-based deployment — set up separate Let Fin Voice handle steps for each language, and use a language-detection or routing branch to direct callers to the right one.

Go to Fin AI Agent > Deploy > Phone. The option to go live is in the Set Fin Live section — it's controlled by the Rollout percentage slider, not a single button. Set the slider above 0% to start sending calls to Fin. At 100%, all calls on that line are handled by Fin.

No. Fin only detects the attributes you've explicitly enabled in the Detect attributes list, and will only assign values from that attribute's pre-configured options. It won't detect or assign values for attributes that aren't enabled there.

Not by default. Fin Voice conversations are excluded from Monitors unless your workspace has this specifically enabled — contact your Account Manager if you'd like to turn this on.

Even with it enabled, the following are always excluded:

For scripted procedure steps (fixed Say messages), no — the text plays back exactly as written in the configured language and isn't auto-translated.

For knowledge base answering (Fin generating responses from your articles), Fin's content retrieval is language-agnostic — it can find and use relevant content regardless of the language it's written in. However, for best results, we recommend providing content in the language your callers will be speaking.

Yes. Simple deploy and workflow-based deployment are configured per phone number, so you can run different deployment methods on different lines. For example, you could use simple deploy on your main support line and a workflow on a dedicated sales or escalation number.