At Intercom, we believe the best customer service is automation first, backed by compelling human support. So we’re offering an Automation solution where you can use bots and build deeply customizable workflows that deliver real value to your customers and teammates.

This means you’ll be seeing some changes and improvements in your workspace over the coming months…

The first new addition is Fin - an AI-powered bot that integrates with OpenAI and uses your support content to have conversations with customers, ask clarifying questions, and provide reliable answers.

Fin can be set up to provide customers with AI Answers (from your support content), and/or Custom Answers which you create and control yourself.

Fin can work alongside your automation Workflows to get involved in conversations when you want it to, and can pass to a human or Workflow that triages and manages these conversations.

Join the waitlist. Once you’ve been invited to join, you’ll find Fin in your workspace under Automation.

Fin has replaced Resolution Bot with Custom Answers. Fin can use Custom Answers (formerly Resolution Bot answers) to resolve specific questions. Resolution Bot behaviors are now called Fin profiles and can be found in Automation > Fin > Setup. You can configure when Fin profiles use AI Answers, Custom Answers or both together.

Yes, but these will be rebranded to ‘Workflows’ which include all of the same functionality, and more!

Basics allows you to set up simple automations when users or leads start a conversation. This will be available to customers who join after 3 May 2023 and don’t have paid access to Workflows.

Yes, you’ll be able to configure these bots and settings with Basics and they’ll replace Task Bots in the navigation.

Yes, some Workflows will be available to you, however, you'll need to upgrade your plan to get full access.

Workflows is your mission control for automations. This is where you orchestrate how your bots and teams work together to create great customer experiences. Workflows is replacing Custom Bots, Task Bots and Inbox Rules to give you greater flexibility and a central place to manage these automations.

The visual Workflows builder enables you to see the entire journey and manage how each one is triggered, what conditions it has, and which actions it takes. These can be set up across a broad range of channels (including social, email, and SMS) to be customer facing, or they can work quietly in the background to automate repetitive tasks for your team.

Yes, but these will be rebranded to ‘Workflows’ which include all of the same functionality, and more!

Yes, as long as you don’t have access to Fin, Resolution Bot is available and will not change for you.

If you have Fin enabled on your workspace, your Resolution Bot Answers will be replaced with Custom Answers in the navigation, and Resolution Bot behaviors will be replaced with Fin profiles.

Yes you can. However, we would encourage you to set up your Inbox automations in Workflows as we’ll be deprecating Inbox Rules in the future (this date will be communicated to you).

As we’re rolling out these new features, you’ll have a slightly different experience depending on which features you have enabled. The table below explains what you will see in the navigation.

Basics is where you can manage simple automations in conversations and it’s only visible if you don’t have paid access to Workflows. With paid access to Workflows you can manage all your automations from there.

When you start using Fin, it will replace Resolution Bot with Custom Answers. Fin can use Custom Answers (formerly Resolution Bot) to resolve specific questions. Resolution Bot behaviors are now called Fin profiles and can be found in Automation > Fin > Setup. You can configure when Fin profiles use AI Answers, Custom Answers or both together.

We’re carrying out the rebrand of Custom Bots and Task Bots for existing customers in early June. Until then, you can create Custom Bots to build out your workflows. These won’t change or break when you’re migrated to the rebranded navigation.

Workflows (or Basics if Custom Bots are not included in your plan) has replaced these and the same functionality can be achieved from Automation > Settings, or within the Workflows builder.

Operator was the automation technology we were using to power our bots. With changes to our automation offering, we’ve aptly renamed this part of the workspace ‘Automation’ - where you’ll manage all your bots and workflows from.