Human and AI customer support for ecommerce brands
Fin resolves 76% of queries on average, including multi-item returns and delayed deliveries, and hands off the rest to your team with full context, so nothing gets lost between AI and humans.
Ecommerce brands
already using Intercom helpdesk and Fin AI Agent
The handoff between support and sales is so smooth I can’t tell the difference without checking the filters. Fin talks policy, sells products, and references our mattress break-in period all in one conversation. It handles both the way our best agents would – but without the customer waiting to be passed between people.”
What genuinely surprised us about Fin is how seamlessly it brings the shopping experience into the conversation. Being able to visually browse products and add them directly to the cart – right within the chat – is something we haven’t seen in any customer service tool before. It’s a feature that actually changes how customers interact with our brand.”
What surprised us most about Fin is how quickly it delivers high-quality support with minimal, non-technical setup. Using Shopify as the single source of truth reduces operational complexity and allows us to focus on core business execution.”
Resolves your most complex customer questions
Fin resolves 76% of queries on average, including multi-item returns and delayed deliveries. It looks up each customer's actual orders, shipments, and returns history first, so the answer is right the first time.
Order status & delivery
Order lookups, tracking, delivery estimates, delayed or missing orders.
Returns, exchanges & refunds
Return eligibility, exchange requests, refund timelines, damaged or incorrect items.
Order changes & account management
Address updates, order cancellations, payment changes, subscription management.
Product & policy questions
Size and fit guidance, product comparisons, promotions, stock availability.
Your team never starts from zero
When Fin hands off a conversation, your team gets the full history attached: every message and every step Fin already tried. Human agents work from the exact same inbox, customer record, and conversation thread as Fin, so escalations pick up right where Fin left off.
Bring order questions, returns requests, and pre-sales queries from email, chat, in-app, and social into a single inbox, so no one pieces together a shopper's issue from three different tools.
See everything in one view in the inbox. Pull order, shipping, and payment data from Shopify and Stripe alongside the conversation, so agents never have to switch tabs.
Human agents on the Intercom helpdesk and Fin AI Agent both work from the same unified data platform, connected to Shopify, Stripe, Klaviyo, and more, so every answer draws on the same customer and order data.
Gives you complete and total control
When a wrong answer costs you a sale or an unwarranted refund, accuracy and predictability are crucial. Configure Fin's tone, behavior, and escalation rules, test before go-live, and optimize performance — all in natural language and without engineering resources.
Train Fin to handle complex, multi-step queries following your exact rules every time.
Ensure every response is in line with your brand's voice and style, and set guidelines around your policies and escalation rules.
Test across thousands of scenarios before going live, roll out changes gradually, and evaluate every live conversation.
Get always-on visibility across every conversation, understand trends, and get AI-powered recommendations to continuously improve the customer experience.
Security & compliance
Built with trust and reliability at the core
Intercom is built for peak-season volume, with enterprise-grade security you can rely on. Fin AI Agent supports 45+ languages across every channel. Intercom holds ISO/IEC 42001 and AIUC-1 certification for AI governance, evidence a security reviewer can verify directly. Intercom works with Okta, Azure AD, and OneLogin for SSO, and supports 2FA, SCIM, and IP restrictions. Host your data in the US, EU, or Australia depending on your residency requirements.
Transparent pricing
The Intercom helpdesk with Fin AI Agent
Combine Intercom with Fin for a single, fully integrated customer service platform.
FAQs
Fin is an AI Agent that resolves order, returns, and product questions for ecommerce brands. It resolves 76% of queries on average, including multi-item returns and delayed deliveries, and works natively inside the Intercom helpdesk alongside your human team.
Fin looks up each customer's actual orders, shipments, and returns history before answering, rather than giving a generic response. It resolves 76% of queries on average with full accuracy, including where-is-my-order questions, returns and refunds, and product recommendations across your full catalog.
Fin hands the conversation to your team with the full case history attached, including every message and every step it already tried. Human agents work from the exact same inbox, customer record, and conversation thread as Fin, so nothing gets lost between AI and humans.
Fin connects to Shopify for live catalog, pricing, inventory, and order data, and to hundreds of other integrations out of the box, including Stripe, Klaviyo, Salesforce, and HubSpot. Human agents and Fin work from the same unified data platform, so every answer draws on the same customer and order data instead of information scattered across separate tools.
Yes. You can configure Fin's tone, behavior, and escalation rules in natural language, without engineering resources. Set your own refund and returns policy, test changes before going live, roll them out gradually, and monitor every conversation with built-in evals and insights.
Fin is built into the Intercom helpdesk, not bolted on top of a separate tool. It shares one customer record and one conversation history with your human team, so an escalation from Fin to a person carries the full order context instead of starting over.
