Intercom

Learn about Fin's capabilities, features, and integrations.

Fin AI Agent explained

Integrate Fin with platforms like Zendesk, Salesforce, or your custom-built Helpdesk.

Fin for platforms explained

Train, test, deploy, and analyze Fin's performance for continuous improvement.

The Fin Flywheel

Beth-Ann Sher

Dawn

Julia Godinho

Resolving customer questions instantly and accurately—from live chat to email. 

Fin AI Agent

One unified Customer Agent for the entire customer experience.

Fin as a Customer Agent

Resolve FAQs and complex queries with Fin for customer service.

Train Fin as a Support Agent

Turn prospects into paying customers with Fin for sales development.

Train Fin as a Sales Development Rep (SDR)

Drive purchase conversion with Fin for online shopping assistance.

Train Fin as a Shopping Assistant

Drive adoption, engagement, and expansion with Fin for customer success.

Train Fin as a Customer Success Manager (CSM)

Learn how to use Fin as a Customer Agent for the entire customer experience.

Roles

How to add content Fin AI Agent can use to start providing customers with answers.

Add your support content for Fin AI Agent

How to adjust the tone of voice used in Fin's replies to sound more like your preferred company tone.

Customize Fin AI Agent tone of voice and answer length

How to use Guidance to customize Fin's responses to match your support policies and communication style.

Provide Fin AI Agent with specific guidance

Learn how to use Fin Guidance effectively to improve Fin's performance and answer relevancy.

Fin Guidance best practices

Use Fin to automatically classify incoming conversations into defined attributes - so you can route faster and act smarter.

How to create Fin Attributes

Learn how to create effective attribute value names and descriptions to help Fin classify your support conversations with high accuracy.

Fin Attribute best practices

Leverage Fin attributes in Workflows, Reports, and the Inbox to automate routing, generate insights, and enable teammate review.

Using Fin Attributes in workflows, reports, and the inbox

Control when Fin escalates conversations to human teammates and how the handover is communicated.

Manage Fin AI Agent's escalation guidance and rules

Get AI-powered recommendations to improve Fin's performance.

Use AI-powered Suggestions to improve Fin

Generate content for Fin using teammate conversations to improve resolution rates and fill knowledge gaps.

Use content from conversations [beta]

Train

Understand how Fin Procedures and Simulations bring more control, reliability, and simplicity to complex automation.

Fin Procedures explained

Use Fin Procedures

Allow Fin to connect to external systems and handle more complex processes automatically.

Fin Tasks and Data connectors explained

How to set up Data connectors with external systems for personalized Fin answers and other automations.

How to set up data connectors

Empower Fin with more data and actions for faster, more accurate customer resolutions with the power of MCP connectors.

Add MCP connectors for popular apps or custom MCPs

Available data connector templates for Fin AI Agent using third party apps.

Use data connector templates

Designing and using your APIs with Data connectors

How to use email verification before triggering a Data connector in a workflow or with Fin.

Secure Data connectors with One-Time Passcode

Here are a few best practices to consider when creating and using Data connectors with Fin.

Best practices when using Data connectors with Fin

Enabling Fin to handle more complex processes automatically.

How to set up Fin Tasks

See our best practices and examples when creating Fin Tasks and writing instructions for Fin.

Best practices for Fin Tasks

Learn about accessing and using Fin Tasks and Data connectors securely with Fin.

Fin Tasks and Data connectors FAQs

Ivan

Alissa Tyrangiel

Allowing Fin to connect to external systems and handle more complex processes automatically.

Use Fin Tasks and Data connectors

Learn how to preview Fin with content, guidance, attributes, procedures, escalation, and deployment settings before going live.

Use Fin previews

Run batch tests on real customer questions to optimize Fin’s answers before deploying.

Batch test Fin AI Agent

How to prepare for going live with Fin AI Agent using previews and audience targeting.

Live testing Fin with your team or customer segments

Test

A strategic guide to launching Fin across your support channels for immediate and scalable impact.

Introduction to Deploy

How to set up and go live with Fin AI Agent over your live chat channels.

Deploy Fin AI Agent over chat

Provide your customers with instant email resolutions using Fin AI Agent.

Deploy Fin AI Agent over email

This guide shows you how to configure, test, deploy, and monitor Fin Voice - Intercom’s Voice AI agent for phone support.

Deploy Fin AI Agent over phone

How to customize Fin in the Messenger to give customers the experience you want them to have.

Customize Fin AI Agent in the Messenger

How to add Fin to your Workflows for advanced customization and triaging.

Use Fin AI Agent in Workflows

Learn how to let Fin AI Agent handle calls in your phone workflows.

Use Fin Voice in phone Workflows

Improve automated support for outbound campaigns by letting Fin AI Agent follow up after Outbound messages or Workflows.

Let Fin AI Agent follow up after Outbound messages or Workflows

How to route AI Agent conversations to an external support tool when they require human support.

Hand over Fin AI Agent conversations to another support tool

Michelle Fitzpatrick

Deploy

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

Measure customer service with 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 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, routed, and abandoned 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

Understand customer satisfaction with Fin AI Agent conversations by sending a CSAT survey.

Analyze and report on Fin AI Agent CSAT

How to find questions that are unresolved by Fin AI Agent and pinpoint areas for improvement in your content or Fin setup.

Dig into Fin AI Agent unresolved questions

See which sources were used in AI-generated answers and take actions to improve content for Fin.

Debug Fin AI Agent answers

How to use the Optimize dashboard to improve Fin's performance with AI-powered insights and suggestions.

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

Mark O'Donovan

Analyze

Configure Fin's name and avatar, adjust reply options, control language preferences, manage email behaviors, and set pronoun formality.

Customize Fin AI Agent's identity and settings

Customize Fin's name and avatar for each of your brands to deliver a recognizable and consistent AI support experience in the Messenger.

Create a branded experience with Fin Identities

Create a multilingual AI agent to provide answers in all of your supported languages.

Set up Fin AI Agent's multilingual support

How to adjust the formality of pronouns used in Fin's replies.

Customize Fin AI Agent's pronoun formality

How to target your content, guidance, data, tasks, and workflows to specific customers with Fin audiences.

Manage audiences for Fin and Copilot

Controlling AI Agent Disclosure in Messenger and in Email

AI Agent Disclosure

Fin settings

What is Fin?

Fin AI Agent FAQs

Sign up for the Fin Million Dollar Guarantee.

What is the Fin Guarantee?

Conversational Fin experience

How Fin understands and uses images sent by customers to deliver faster, more accurate support.

How Fin Vision understands images

A close look at how a customer’s language is determined in conversations for Fin AI Agent and Workflows.

Automatic language detection in conversations

Learn about the technology behind Intercom's AI agent - Fin.

The Fin AI Engine™

Availability of AI features on EU/AU hosted workspaces.

Changes to your EU/AU hosted workspace

How to migrate from Profiles to Workflows for configuring and setting Fin live.

Moving your Profiles to Workflows

What to check if all pages from your external support content haven't been imported.

Troubleshooting external content import

Situations when Fin may not answer due to language mismatches, low confidence, or a customer's request for a human agent.

Understand why Fin AI Agent may not provide an answer

Troubleshooting Help Center import from the Fin demo page.

Fin AI Agent demo didn't import my Help Center correctly

paula lopez pozuelo

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Find answers and get help from Intercom Support and Community Experts

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