You can allow Fin AI Agent to respond when customers reply to your Outbound messages or Workflows, and attempt to automatically resolve even more conversations. This feature requires an active Fin AI Agent setup and access to Outbound messaging on your Intercom plan.
How to set up Fin AI Agent to follow up after Outbound messages
To enable this, open the Outbound message you want to configure. Fin AI Agent can follow up to any ongoing chat or post message — click Add follow up action and select Let Fin respond.
Note: If the Email collector reply type is selected for your Outbound message (a reply type that collects email addresses rather than opening a live chat), Fin AI Agent will not be available as a follow-up action.
Important: The "Let Fin respond" follow-up action only works when a simple deploy is configured and matches that conversation and customer (or a Fin Profile for customers on a legacy plan who have not yet migrated to the current Fin setup). When using the simple deploy, Fin will provide one answer and then automatically hand the conversation over to the team or teammate selected under Replies assigned to (found in your Outbound message settings). This occurs even if the conversation was successfully resolved.
Note: The "one answer then hand over" behavior only applies when Fin is used as a follow-up action on outbound messages ("Let Fin respond"). For standard inbound chat conversations via simple deploy, Fin continues the conversation and handles follow-up questions until the customer asks for a human or Fin can't resolve the issue.
Tip: If you want Fin to stay engaged in the conversation and only escalate to a teammate when a customer specifically asks for human help, use Workflows instead. To set this up: (1) Create a new Workflow or open an existing one, (2) set the following audience attributes: Conversation starter is: Outbound message and Has replied to the chat Welcome Chat, (3) add a Let Fin answer step at the end of the Workflow path.
How to set up Fin AI Agent to follow up after Workflows
In your Workflow, navigate to the end of the path where you want Fin AI Agent to take over.
Add the Let Fin answer step.
Once a customer asks their question in that Workflow, Fin AI Agent will take over and attempt to resolve the conversation.
Add a follow-up action for any conversations where Fin AI Agent doesn't have an answer — for example, assign the conversation to your support team. This ensures customers always reach a human if Fin can't help.
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