Intercom app

Get real-time CX Scores and automated conversation analysis to monitor, understand, and improve support performance.

Measure customer service with AI insights built for the AI Agent era

Get full visibility into customer experiences with CX Scores—across both human and Fin interactions.

Understand customer experience at scale with the CX Score

Check on Fin's automation rate, resolution rate, involvement rate, and CX Score in real time - so you can track impact and catch issues early.

Monitor Fin’s performance with clarity and confidence

Know exactly what’s driving support volume with Al-generated topics and subtopics - no tagging or manual effort required.

Use the Topics Explorer to see what’s driving volume

How to view Fin's active, resolved, escalated, and pending conversations from the Inbox.

View Fin AI Agent's conversations from the Inbox

An overview of Fin AI Agent optimization features and best practices for driving better AI resolutions.

Top ten ways to optimize Fin

Learn how to configure Fin CSAT surveys in Workflows, and report on customer satisfaction scores for Fin AI Agent conversations.

Analyze and report on Fin AI Agent CSAT

See which sources Fin used to generate answers and take action to improve similar answers in the future.

Debug Fin AI Agent answers

Use AI-powered recommendations to improve Fin’s resolution rate by fixing content, data, and action gaps.

Optimize Fin instantly with the help of AI

Automatically find and get clear explanations for the biggest shifts in your conversation volume, Fin resolution rate, and CX Score.

How to use Trends to spot shifts in your support data

Track changes made to Fin's configuration, including who made the change and when.

View the Fin AI Agent changelog

The percentage of customer support conversations resolved by Fin AI Agent, without a human teammate needing to step in.

Fin AI Agent Automation Rate

Identify what's driving a low Fin CX Score and take targeted action to fix it across five key negative feedback reasons.

How to improve your Fin CX Score

What's changing with Involvement Rate, Resolution Rate, and how Fin Constrained conversations are now reported.

Update to Fin performance metrics

Michaela Hone

Mark O'Donovan

Beth-Ann Sher

Analyze

Understand how Monitors help you evaluate Fin's conversation quality at scale, and how they work with Custom Scorecards.

Monitors explained

Learn how to create and customize scorecards to evaluate conversations and maintain high quality standards.

Creating and configuring Scorecards

Learn how to set up a Monitor to automatically track conversation quality and ensure your team meets performance standards

How to create a Monitor

Learn how to set up Monitors for human teammate QA, including creating custom scorecards, configuring monitors, and submitting reviews.

Getting started with human teammate QA in Monitors

Best practices for defining clear, actionable criteria to evaluate teammate performance using monitors and scorecards.

How to write effective Monitor & Scorecard criteria

Use Monitor reports to track Fin AI Agent quality trends, identify performance patterns, and pinpoint areas for improvement.

Reporting on Monitors

Find answers to common questions about setting up monitors, managing permissions, and troubleshooting your quality assurance workflows.

Monitors FAQs

Dawn

Alissa Tyrangiel

Monitors and Custom Scorecards 

Community

Product Changes

Home

Developers

Webinars

Blog

About

Academy

Terms

Developer Hub

Privacy

Resources

Support

Company

Contact sales

View demo

Start free trial

Find answers and get help from Intercom Support and Community Experts

Conversations you've started through the messenger will appear here.

No conversations created by you

Try using different keywords or checking for typos.

No conversations found

Title

This site employs cookies and other technologies that we and our third party vendors use to monitor and record personal information about you and your interactions with the site (including content viewed, cursor movements, screen recordings, and chat contents) for the purposes described in our Cookie Policy. By continuing to visit our site, you agree to our {websiteTermsLink}, {privacyPolicyLink} and {cookiePolicyLink}.

This site uses cookies and similar technologies ("cookies") as strictly necessary for site operation. We and our partners also would like to set additional cookies to enable site performance analytics, functionality, advertising and social media features. See our {cookiePolicyLink} for details. You can change your cookie preferences in our Cookie Settings.

We use cookies to make our site work and also for analytics and advertising purposes. You can enable or disable optional cookies as desired. See our {cookiePolicyLink} for more details.

Advertising cookies are set by our advertising partners to collect information about your use of the site, our communications, and other online services over time and with different browsers and devices. They use this information to show you ads online that they think will interest you and measure the ads' performance. Social media cookies are set by social media platforms to enable you to share content on those platforms, and are capable of tracking information about your activity across other online services for use as described in their privacy policies.

These cookies enable the website to provide enhanced functionality and personalisation. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies then some or all of these services may not function properly.

These cookies are necessary for the website to function and cannot be switched off in our systems.

These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site.

You have the right to opt out of the sale of your personal information. See our {cookiePolicyLink} for more details about how we use your data.

Your Privacy Choices

We use cookies to enhance your experience. You can customize your cookie preferences below. See our {cookiePolicyLink} for more details.

Cookie Settings

Empty Help Center

Uh oh. That page doesn’t exist.

Search results

Disappointed

Neutral

Smiley

Thinking...

Searching through sources...

Analyzing...

Tickets submitted through the messenger or by a support agent in your conversation will appear here.

No tickets created by you

No tickets found

Track the progress of all tickets and conversations related to your company.

Customer Portal.

Track the progress of all tickets related to your company.

Tickets portal.

{assigneeName} needs more information from you

Tickets

No access to tickets portal

Search

Skip the search. Describe what you’re trying to do and get a grounded answer.

Browse articles and guides in this topic.

Create your workspace and invite the people you work with.

Set up your account

Build your first workflow and watch it run end to end.

Ship something

Connect the tools your team already uses to bring data in.

Connect your stack

A quick lap of the product so you know where everything lives.

{appName} in 60 seconds

This prototype demo is aware that you are reading “{title}”. It can point you back to the current article, but a production article-aware Fin contract is still follow-up work.

Prototype article-aware answer

Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

Prototype integrations answer

In this prototype demo, invite teammates from workspace settings, then choose the access each teammate needs before sending the invitation.

Prototype invite-team answer

This prototype demo does not have a scripted answer for that question yet. Try asking how to invite your team or open a source article. No production Fin API was called.

Prototype answer unavailable

I’ve got this page open. Ask me anything about it and I’ll answer from the docs.

Reading along with you

Português do Brasil

English

Français

Deutsch

日本語

Español

url(https://downloads.intercomcdn.com/i/o/tx2p130c/924353/857e0361cab40eba22055d899b87/ce18e990e5cd623b59274d4ae60354b4.jpg)