Fin AI Agent FAQs
Beth-Ann Sher avatar
Written by Beth-Ann Sher
Updated this week

Setup

How quickly will Fin AI Agent import articles from my Help Center?

Your Intercom Articles are already imported and ready to use with Fin.

How quickly will Fin Fin AI Agent import external support content?

Importing external content for Fin usually takes 10 minutes. However this can take up to 10 hours depending on the source content you are using.

Can I create multiple Fin AI Agents?

Yes, you can add Fin to multiple Workflows which target different audiences.

If you don't have access to Workflows on your current plan, you'll only be able to set one version of Fin live.

Can Fin Fin AI Agent be branded/renamed?

Yes, this can be customized from Fin AI Agent settings. It will carry over any branding that you already had for Operator.

What languages does Fin Fin AI Agent support?

Fin AI Agent is currently supported and optimized to work in multiple languages, including:

Arabic, Bengali, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latviski, Lithuanian, Malay, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swahili, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, Vietnamese, and Англи хэл (Mongolian).

Learn how to use Multilingual Fin AI Agent.

Fin's ability to respond with AI-generated answers in languages other than those listed above is currently unpredictable, regardless of what language your support content is in.

However, using Custom Answers with Fin can be set up to support any languages you’ve enabled in your Messenger settings.

Will Fin AI Agent be available to regionally-hosted EU or AU workspaces?

Fin AI Agent is available on EU and AU hosted workspaces, but the data used by Fin AI Agent is currently processed in the US. Regional data processing for Fin will become available in early 2024.

What channels does Fin AI Agent work on?

Fin AI Agent is currently supported across Intercom Messenger (on web, iOS, and Android), WhatsApp, SMS, Facebook, and Instagram.

Can Fin AI Agent respond to conversations created via the API?

No, Fin AI Agent is currently not available for conversations created via the API or email, Twitter, and Voice.

Can I opt my test workspace into Fin AI Agent before enabling it on my production site?

Fin AI Agent will not be supported for [TEST] workspaces on launch. You can test Fin via the teammate preview and you’ll have a free one-time amount of resolutions to test live with customers.

What happened to Resolution Bot?

When you’re given access to Fin AI Agent, you'll no longer see Resolution Bot in the navigation. This is because it has evolved into a feature of Fin called Custom Answers. These Custom Answers will need to be created manually, the same way you were creating Resolution Bot answers.

What's changed?

Your existing Resolution Bot answers will continue to work when Fin AI Agent is added to your workspace, but they'll now be found in Fin AI Agent > Custom Answers.

Resolution Bot behaviors still exist for Fin AI Agent, but these are now set up using Workflows.

Customers on our Starter or Essential plans who don't have access to Workflows can learn how to configure behaviors and Fin AI Agent setup here.


Content

How often does Fin AI Agent update with changes to articles or external content?

Any updates to your Intercom Articles will update immediately with Fin. However, Fin AI Agent updates and syncs with external content weekly. If you want to update it sooner, you can remove and re-sync the content.

Is there a limit to the number of external sources Fin AI Agent can use?

You can import up to 10 external sources, and for each source, We can sync up to 3000 URLs; however, this can be less based on a number of factors like your site structure or duplicate pages.

Can we restrict certain articles from Fin AI Agent?

Yes, you can control which content is used by Fin and apply audience rules from the Content page.

What types of content other than Intercom Articles can Fin AI Agent use?

Fin AI Agent can use PDF files, Snippets, Custom Answers, and Conversation content [beta], as well as external content sources from a public URL. You can add new content sources from Fin AI Agent > Overview > Add content or manage existing sources from Content.

Will Fin read images, screenshots and videos from articles?

No, Fin can only gather information from text in the body of an article.

Can Fin read ALT text in images?

No, Fin can’t read ALT text in images.

What happens if OpenAI has an outage?

If OpenAI is down, AI-generated answers from Fin AI Agent will not send (any Custom Answers will still work as normal). Customers will see a message from Fin in the Messenger: "Oops, something went wrong. Could you repeat your question?".

Inbound and ongoing conversations will be routed to the team (respecting any handover flow), with the message "Sorry, I'm still having trouble. I'll hand you over to the team."


Managing

How much does Fin AI Agent cost?

Fin AI Agent usage is measured in resolutions. This ensures that you only pay when Fin does what you care about most: resolving a customer’s question.

Can I try Fin AI Agent for free?

Everyone is able to trial Fin AI Agent for 14 days before paying.

  • The trial period starts the moment you set a Fin profile live with AI Answers enabled or turn on Let Fin answer step in the Workflow

  • You can draft Fin AI Agent without starting the trial.

  • At the end of the trial, if you have the Resolution Bot add-on, you will be able to continue using Fin AI Agent, and set a profile live with just Custom Answers.

How can I see how Fin AI Agent is performing / what reporting is available?

You’ll have an AI Agent performance report to see how Fin AI Agent is impacting your deflection and resolution rates. For a closer look at conversations and Fin’s responses, you’ll also have a Help Desk view for any conversations where Fin AI Agent was involved.

How can I see all the Profiles/Workflows where Fin AI Agent is live?

Visit Fin AI Agent > Overview > Set up and go live to see where Fin is live for all Profiles and Workflows.

How does Fin AI Agent work when using Profiles and Workflows together?

If you have both Fin AI Agent Profiles and Workflows live, Profiles will take priority over Workflows.

How can I train or optimize Fin AI Agent?

There isn't a way to provide feedback to Fin AI Agent or improve the answers Fin delivers, besides optimizing your support content for AI. If you are needing more elaborated and custom answers for complex cases, you can use Custom Answers.

Can I associate the question asked with a different/better article than the one Fin used?

No, Fin will formulate the answer and there's currently no way to provide any feedback outside of creating more relevant and specific articles.

Is there a way to flag with Fin AI Agent when incorrect information has been shared?

Customers can flag this in the Messenger. When Fin AI Agent provides an answer to a customer, it checks if the answer provided was helpful and a customer can respond to let us know. We're currently exploring different ways for your team to track answer quality as well.

Can you edit/influence the clarifying questions that Fin AI Agent asks?

Clarifying questions from Fin AI Agent are built into the AI chatbot experience and cannot be edited.

How do Custom Answers work with assignment rules, SLAs & reports?

Assignment rules

When Fin provides a Custom Answer to a customer's question, it will immediately route conversations based on your assignment rules. This means the conversation will be visible in a team or teammate’s inbox. If you’d like to keep bot conversations out of the way, you should enable the dedicated bot inbox. Learn how to enable the bot inbox.

With the bot inbox enabled, assignment rules will only be applied after the customer has finished interacting with Fin AI Agent. This happens:

  • When they click “That helped 👍” or “Wait for the team 💬”.

  • When they send a new reply after Fin AI Agent's answer.

  • 3 minutes after they stop interacting with the bot.

Enabling the dedicated bot inbox also lets you exclude bot time from your SLAs and certain Help Desk reports. Read on to find out more.

Even when Fin AI Agent successfully closes a conversation, it will still be assigned to the right team or teammate’s closed conversation list.

SLAs

By default the time Fin AI Agent spends handling a conversation is included in your SLAs, but you can exclude this time from your SLAs with the bot inbox enabled. Just tick this box when enabling the bot inbox in Automation > Settings:

Inbox reports

In your Inbox reports, the ‘Time to close’ and ‘First response time’ metrics will include the time Fin AI Agent and Workflows spend handling a conversation by default. You can see these metrics without bot interactions by enabling the dedicated bot inbox.

With the bot inbox enabled, you’ll see a new filter on the following Inbox reports:

Toggling this filter will change the values in the report to include or exclude the time a conversation spends in the bot inbox.

It’s only possible to exclude bot time from your reports for the period since you enabled the bot inbox.

Custom Answers vs. Snippets - what's the difference and when to use them?

The important thing to know about Custom Answers is that they will trigger first if they match the customer’s question (before any AI answers with Snippets/Articles etc.) So if you have a specific answer or solution to a particular question your customers ask, you would create a Custom Answer to ensure Fin prioritizes this response.

Custom Answers are built into Workflows so they can take a little longer to set up, but this allows you to use conditional rules such as “If the customer is X, give Y answer, else give Z answer”. They can also include Custom Actions and Objects which allow Fin to fetch external data and take actions like finding a customer’s order and processing a refund. This gives you greater control over how the conversation flows and what happens at each stage.

Example:

Customer: “Can I reschedule a delivery?”

Custom Answer: “You can reschedule a delivery up to 24 hours before the delivery time. Would you like to reschedule your delivery?”

Customer: “Yes” (reply button)

Custom Action: “Fetching your orders now… Please pick a new delivery slot: [10:00] [12:00] [15:00].” (reply buttons)

*Customer selects [15:00]*

Fin: “Your delivery has been rescheduled!”

Snippets, on the other hand, are used to generate answers with AI (the same as your Help Center articles). However, unlike your Help Center, Snippets are not public and only supplement Fin’s answer quality and coverage.

For example, you might have a known bug which is generating volume for your support team this week. Instead of passing these conversations onto the team to give the same response, you could quickly create a Snippet with this information in a simple Q&A format that Fin will reuse when customers run into this issue. In this instance, Snippets are a great low-lift solution to a temporary problem because they don’t take long to create and Fin can instantly start using them to reduce volume. They’re also quick to delete when you no longer need them and won’t break anything 😉

So where Custom Answers allow you to decide exactly when and how they’re used, Snippets are basically saying “here’s some information, use it where you think it’s appropriate”.

Example:

Question: “Why is it giving a 500 error message when I make a booking?”

Answer: “Our engineers are looking into this issue. In the meantime, here’s a temporary workaround…”

Creating an FAQs article or section within a relevant article is a really good way of consolidating and storing all those answers you want Fin to have access to, while also putting them in a more public place for customers to self-serve.


Customer Experience

Does Fin AI Agent respect audience targeting on Intercom Articles?

Yes, Fin AI Agent answers questions based on the articles that the customer on Messenger has access to see using audience targeting. So it won't answer questions using private or restricted articles that a customer has no access to.

What happens if Fin AI Agent can't find an answer using the content available?

When Fin AI Agent doesn’t find a clear or confident answer using your available content, Fin AI Agent will deliver a disambiguation response to the customer which will typically:

  • Give context of sources that were found.

  • Express uncertainty.

  • Attempt to answer if possible.

  • Request clarification from the user.

How easy Fin AI Agent will find the answer?

  • If a user doesn’t use correct terminology, the likelihood that Fin AI Agent will answer in “short answer” format (as opposed to sharing a number of possible articles) drops off significantly, but the articles shared will generally be helpful and relevant.

  • The longer and more complex user’s initial request, the less likely that Fin AI Agent will nail a response. For example, “How to set up a seriesis better than something like “The user incorrectly received a welcome email from a series. The email referenced an incorrect admin username. The email to the customer is not actually coming from the series. We proved this by pausing the series, replicated the steps, and received the email. Can you please help me figure out where the email was sent from and why”.

  • Fin AI Agent doesn’t process one-word replies very effectively, mostly due to lack of context.

  • A user sending many quick questions/replies in a row without giving Fin AI Agent a chance to respond, will only get an answer to their most recent reply.

How can I make Fin AI Agent use hyperlinks from articles and snippets without spelling out the URL directly in the article?

Currently, Fin AI Agent is not able to present links in nicely formatted hyperlinks. However, you can use a Custom Answer to format the reply in any way you like.


AI Technology

What is the difference between Fin AI Agent and Fin AI Copilot?

Fin is both an AI agent and an AI copilot. The difference between them is that Fin AI Agent is for supporting your customers, while Fin AI Copilot is for supporting your teammates on the Help Desk.

  • Fin AI Agent is an AI-powered agent which uses the most sophisticated AI language models to instantly resolve customer issues across channels with accurate, conversational answers based solely on your customer support content.

  • Fin AI Copilot is a personal AI assistant designed to improve the efficiency of support agents in the inbox by providing them with instant, expert answers drawn from your team's internal and external support content, including past conversations.

How does Fin AI Agent answer customer questions?

Fin AI Agent uses the latest AI models to understand the customer question, search for relevant answers in your Help Center and provide accurate answers to customers based on those articles.

How can I trust the accuracy of Fin AI Agent?

While we aim to provide accurate and helpful answers to your questions, it's important to remember that Fin AI Agent is powered by machine learning models, and these are not perfect. They are built on statistical patterns, and as such, occasionally they may return an incorrect response.

Here are the safeguards that we put in place to ensure that your AI agent provides the most accurate answers:

  • It only provides answers based on articles in your Help Center.

  • It tries to disambiguate a question when it doesn’t understand the customer question.

  • When it does not know the answer, it will say that it didn’t find an answer, and it can then handover to a human.

We work hard to make sure our model is as accurate as possible, however, the nature of current AI models means they may occasionally give an incorrect answer.


Terms

Do I need to agree to the Terms and Conditions to use Fin?

Yes, you can’t use Fin without accepting the Terms and Conditions. You'll need to agree to these before you set Fin live.

For detailed information about Fin AI Agent data privacy and storage, visit our Legal FAQ (you will need to be logged in to view this article).


💡Tip

Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts


Did this answer your question?