AI is now available in EU and AU hosted workspaces. To access Fin AI Agent and start using Help Desk AI features in your workspace you can opt in via your Intercom Account Manager. Importantly, regional data processing for Fin is not available today, and will become available in early 2024 depending on region.
What's changing?
AI available
Fin AI Agent and Help Desk AI will be made available to EU and AU hosted workspaces in two phases.
Phase 1 → Live now
Fin AI Agent and Help Desk AI available to all EU and AU workspaces via opt in.
No EU/AU regional data processing yet. All data will still be processed by OpenAI in the US.
Phase 2 → 2024
Fin AI Agent and Help Desk AI available to all EU and AU workspaces (no opt in required).
Regional data processing available:
EU → Available soon
AU → Available soon
Product changes
When your workspace is opted in, you'll notice some changes to the navigation menu.
Fin AI Agent
Fin AI Agent will be accessible under a new product area called Fin AI Agent. This includes setting up and previewing Fin AI Agent in the Messenger, managing Fin AI Agent content, creating and managing Custom Answers, and configuring settings for Fin AI Agent.
This means you can start using Fin AI Agent, however, data processing for Fin will only be available in EU/AU from early 2024.
Help Desk AI
Under Settings > General > Help Desk AI you'll be able to enable AI features for the Help Desk, including:
This means you can start using Help Desk AI features, however, data processing for these features will only be available in EU/AU from early 2024.
Automation
Basics and Workflows will live under their own product area called Automation. This is where you can set up simple automations or build powerful workflows and automate repetitive tasks for your team.
FAQs
Who do these changes impact?
These product changes will impact all customers on EU and AU hosted workspaces. All workspaces will automatically be opted in from early 2024 when AI data processing can be offered regionally.
Can I revert the changes on my workspace?
No, once you're opted in the changes can’t be reverted.
Why have product areas changed?
Some product areas have been renamed or moved to align with Intercom’s product offering: The only solution that combines an AI chatbot, help desk, and proactive support — so you can keep costs low, support teams happy, and customers satisfied.
Have any product areas or features been removed?
No, some product areas have only been moved or added to the navigation and all previous functionality still exists.
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