Intercom

Explaining the different automation options you will have available to you.

What is Automation?

Beth-Ann Sher

Brian Byrne

Rati Zvirawa

Automate simple processes, speed up your workflows and offer proactive support

Automation

Accurately and immediately answer customer questions with Fin, Intercom’s AI-powered bot.

Fin explained

Understand how Fin AI Resolutions are defined and calculated.

Fin Pricing

Fin - Intercom's AI Bot

How to set up and configure a Fin profile.

Creating a Fin profile

How to add content to a Fin profile and enable AI Answers or Custom Answers.

Enabling Fin with your support content

How to prepare for going live with Fin using previews and Audience rules.

Preview and test Fin before rolling it out to customers

Getting started

Fin conversations in the Inbox

How Fin works with other bots and workflows.

Using Fin alongside other automations

How to customize Fin’s appearance in the Messenger to suit your brand.

Customizing Fin in the Messenger

Managing

Our guide to making sure your articles are optimized for both humans and our AI bot, Fin.

How to optimize your Help Center for Fin

Create highly personalized and relevant Custom Answers to specific questions.

Creating Custom Answers

Find out how Fin is performing in conversations and impacting your resolution rates.

Reporting on Fin

How to produce support content that's optimized for our AI bot, Fin.

Support content Best Practices for Fin

Optimizing

What happened to Resolution Bot?

How do I control which external content Fin uses?

Troubleshooting Help Center import from the Fin demo page.

Fin demo didn't import my Help Center correctly

Understanding AI generated answers

Fin FAQs

Send answers only when customers use specific words in their question.

When should I use qualifiers?

Damon Alexander

Common questions

Manage it all with Workflows — your mission control for automations.

Workflows explained

Workflows

Choosing the right trigger to start your Workflow.

Introducing triggers for Workflows

Use bot workflows for customer outreach to target and upsell.

When a customer visits your site

Trigger a bot workflow when customers clicks a button or element on your website.

When a customer clicks on a website element

When a customer opens the Messenger

How to create bot workflows to manage new conversations over a broad range of channels.

After a customer sends their first message

How to create bot workflows to manage inbound conversations or replies over a broad range of channels.

After a customer sends any message

Build workflows that trigger automated messages and manage inactive conversations.

When a customer or teammate has been unresponsive

Learn how to measure CSAT and configure conversation ratings in your bots.

When a teammate changes the state of a conversation

Manage bot content more efficiently by linking Workflows together.

Link bots with reusable Workflows

Triggers

Build your Workflows efficiently and with ease in a visual canvas.

Using the Workflows builder

What each action does and when to use them in your Workflows.

Using actions in Workflows

How to create inbound bots to trigger a bot over WhatsApp, Instagram, Facebook, Email and SMS.

Omnichannel support for Workflows

Building

Easily choose a name, colour or icon for your bot.

Customize your bot’s identity to suit your brand

Keep bot conversations in a separate inbox for better reporting and a more focused teammate experience.

Keep bot conversations in a separate inbox

Resolve more conversations by suggesting answers before customers start a conversation.