Use this article to view and configure the data attributes Fin can reference, build a customer profile that personalizes Fin's responses, and measure the impact on your automation rate (the share of conversations Fin resolves without human involvement) and CX score (your overall customer experience rating).
Note: The Data Hub is currently in open beta. Features and functionality may change as we continue to develop this product.
The Data Hub serves two purposes:
Manage your customer data — people and company data stored on the Fin platform
Build a customer profile for Fin — give Fin access to the attributes it needs to personalize responses
When Fin has access to customer data, you can expect:
More use cases resolved — Fin can solve new use cases with minimal configuration, improving your automation rate
Better customer experience — Fin delivers more personalized conversations, improving your CX score
What data can I manage in the Data Hub?
The Data Hub (Fin AI Agent > Train > Data) is your source of truth for customer data stored on the Fin platform. It gives you full visibility into all your customer data attributes — the individual fields that describe your customers — so you can confidently understand what data Fin has access to.
The Data Hub currently supports the following object types. Conversation and Custom objects are planned for a future release — in the meantime, use Procedures or Data connectors to access conversation-level or custom data.
Object | Description | Example attributes | Available in Data Hub? |
People | Data about users and leads engaging with your support team | Name, Email | ✅ Yes |
Company | Data about the companies your business deals with | Company name, Account region | ✅ Yes |
Conversation | Data about the conversation or ticket your support team is working on | Rating, Channel | 🚫 Not yet available |
Custom | Data about a custom object that Intercom doesn't support | — | 🚫 Not yet available |
How do I read the attribute metadata?
Each attribute listed in the Data Hub includes the following metadata to help you decide whether to enable it for Fin:
Metadata | Description |
Name | What the attribute is called (this is how it's presented across the Fin platform) |
Description | What the attribute represents (how teammates and Fin should interpret it) |
Object | What object the attribute describes (e.g. people, company) |
Format | How the attribute's values are formatted (e.g. text, number, boolean, date, list) |
Source | Where the attribute comes from (e.g. Fin, Salesforce, Stripe, Shopify, custom) |
Coverage | What percentage of contacts have a value for this attribute (based on all active contacts in the last 30 days) |
Freshness | When the attribute was last updated (based on the most recent write across your contacts) |
Audience | Which contacts the attribute applies to (Fin will only reference it for contacts in selected audiences) |
Example values | Sample values for the attribute (select a contact in the customer profile to view examples) |
How do I give Fin access to my customer data?
The Data Hub lets you define the customer profile — all relevant information about a customer — that Fin references when crafting a response. Follow the steps below to configure which attributes Fin can use.
How do I enable attributes for Fin?
To configure which attributes Fin can reference in conversations, go to Fin AI Agent > Train > Data.
Each attribute has a Fin access toggle with three states:
Fin status | Description |
✅ Enabled | Fin can reference this attribute in live conversations |
🧪 Test | Fin can reference this attribute in test conversations only (e.g. preview) |
🚫 Disabled | Fin cannot reference this attribute |
Go to Fin AI Agent > Train > Data.
Use the search bar or filters to find the attribute you want to configure.
Click the into the attribute to configure the attribute, including changing the state to Test and Enable.
Fin will reference the attribute in the next qualifying conversation.
Note: Fin already has access to five standard attributes by default — name, email, city, country, and browser locale. These appear as Enabled automatically and don't need to be toggled on.
What additional configuration options are available per attribute?
Fin performs best when attributes are clearly defined. Ensure each attribute has a descriptive name, a clear description, and any relevant data transformation applied.
Beyond that, there are three additional settings you can configure per attribute from Fin AI Agent > Train > Data:
Configuration | Description |
Audience | Fin will only reference the attribute if the customer belongs to a specific audience |
Hide from customer | Fin can reference the attribute internally but is guided not to share the value directly with the customer |
Other guidance | Add additional instructions that Fin can reference when generating a response for this attribute |
Important: Fin can only reference customer data when the customer is identity-verified (IDV) — a security mechanism that confirms a customer's identity before Fin accesses their personal data. IDV must be enabled in your Messenger settings (Settings > Security). This capability is available on Messenger and email (and Fin over API), for Fin for Service only, and for conversations with a single participant. If IDV isn't enabled, Fin won't reference customer data on those channels.
What can Fin do with my customer data?
Once attributes are enabled in the Data Hub, Fin can use that data to resolve a broad range of use cases with minimal additional configuration. The examples below are grouped by use case type:
Lookup — Fin can deliver requested data directly to the customer (e.g. "What plan am I on?")
Tailored — Fin can tailor content to the customer's specific situation (e.g. "Can I use this feature?")
Pre-check — Fin can check whether a customer qualifies for an action before proceeding (e.g. "Can I get a refund?")
How do I measure the impact of customer data on Fin?
To evaluate how personalized attributes are affecting Fin's performance in live conversations, use the following options in your Fin AI Agent reports and conversation logs:
Capability | Description |
Report filters | Filter your reports and monitors by whether Fin referenced personalized attributes in a conversation |
Conversation events | Debug a specific conversation by checking the event log for "Fin referenced personalized attributes" |
FAQs
Who can access and configure the Data Hub?
Who can access and configure the Data Hub?
The Data Hub is available on all Intercom plans that include Fin for Service. Only workspace admins can configure attribute settings, including toggling Fin access. Teammates can view the Data Hub but cannot change attribute configuration.
Why isn't Fin tailoring responses based on my customer data?
Why isn't Fin tailoring responses based on my customer data?
There are several common reasons:
Messy data — Fin can't confidently connect data values with your content and other settings
Conflicting configuration — Fin is prioritizing an escalation rule or procedure over the data
Complex use case — Fin needs a procedure to reliably solve the use case
If Fin is still not using data as expected, add more direct instructions via the "Other guidance" field in the attribute settings.
Do personalized data attributes apply to all conversations?
Do personalized data attributes apply to all conversations?
No, Fin can only reference customer data for conversations on Messenger, email, or Fin over API, where the customer is identity-verified, and where there's only one participant in the conversation. Support for additional channels is planned.
Does the Data Hub introduce new data security risks?
Does the Data Hub introduce new data security risks?
No, the Data Hub follows the same security rules as other personalization features on the Fin platform. Fin can only access customer data attributes that are explicitly enabled, and only in identity-verified conversations.
Will Fin reference stale customer data?
Will Fin reference stale customer data?
Fin can access any customer data that's currently available to teammates in the Intercom inbox. If the data is relevant enough for your teammates, it's relevant for Fin. If you don't want Fin to reference a specific attribute, leave it disabled in the Data Hub (Fin AI Agent > Train > Data). The Data Hub shows each attribute's source, freshness, and coverage to help you make the best decision.
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