Your AI Agent should feel like a natural extension of your brand. Fin’s customization tools let you define who Fin is, how it sounds, and how it interacts with your customers across channels.
With a few quick settings, you can give Fin an identity that feels trustworthy, on-brand, and helpful.
Note: Customizing Fin requires "Can manage Automation settings and inbound Workflows" permission.
Fin's identity
To edit Fin’s name and avatar:
Select Identity.
Enter a new Name for Fin.
Hover over the current avatar and upload a new image.
Click Save.
To change the avatar back to the default Fin icon, hover over your custom avatar and click the Fin button.
Note:
Fin’s identity will appear for all messages sent by bots (including Workflows) in the Messenger.
Ensure the avatar contrasts with your Messenger’s color for maximum clarity.
Brand-specific identities
If your workspace supports multiple brands, you can give Fin a unique identity for each one, ensuring every interaction looks and feels on-brand.
Simply edit the name and avatar for each brand you've created in your workspace.
Note:
If no brand-specific configuration exists, Fin uses the default identity.
Brand-specific Fin identities are currently available in the Messenger. Support for Email is planned for a future release.
For conversations where Fin has engaged with customers, the name and avatar shown in the conversation history will be the identity that was configured for that specific brand at the time of the conversation.
Messenger identity label
Fin's identity is seamlessly integrated into the Messenger's user interface. The AI Agent label setting can be enabled or disabled from Fin AI Agent > Fin settings > General under Fin's identity.
For every message the AI Agent sends, the label "Fin AI Agent" is displayed directly below the message bubble. This consistent and clear placement allows customers to easily follow the flow of the conversation and understand that you're the source of the replies.
Fin’s reply buttons
You can choose how Fin follows up with customers over email and SMS.
To customize Fin's reply buttons over email and SMS:
Open Reply buttons.
Resolution button text
Choose the text for the button customers click when their question is answered:
That helped 👍
That answered my question
That's it
👍
Escalation button text
Choose the text for the button customers click when they need more help:
Talk to a person
Wait for the team
Get more help
Connect to an agent
Note: By default, Fin will ask a relevant question to encourage a natural conversation. Quick reply button's must be enabled in Fin's email responses.
Fin’s multilingual support
Fin will automatically detect and reply to customers in the supported languages you've added.
Real-time translation
By enabling real-time translation, Fin can work in all your supported languages without needing content in each language – instead, you only need to create content in one language.
Fin’s email responses
Configure how Fin handles email interactions.
Open Fin’s email responses.
Available options:
Show "Composed by AI" in email footer - Lets customers know the email was written by Fin; required by some laws.
Prevent Fin from processing emails that fail authentication (DMARC) - Ensures Fin only participates in authenticated conversations.
Enable quick replies in email responses - Displays quick reply buttons to help customers continue the conversation.
Tip: Learn more about AI Agent disclosure and best practices.
Fin’s pronoun formality
Fin can use formal or informal pronouns in languages where this applies.
Open Fin’s pronoun formality.
Choose Formal, Informal, or Let Fin decide.
When set to Let Fin decide:
If the customer writes using informal forms (du, tu), Fin replies informally.
If they use formal forms (Sie, vous), Fin replies formally.
Tip: Learn more about how Fin’s pronoun formality works.
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