New navigation for Fin will be available from March 19, 2025.

Navigating Fin AI Agent from setup to deploy is clearer and more intuitive, making it easier to track performance, fine-tune responses, test accuracy, and control where Fin operates.

No settings have changed—we’ve streamlined Fin’s navigation into four clear sections:

📊 Analyze – Track performance & uncover insights.
🎓 Train – Manage content & refine responses.
🛠 Test – Preview answers for accuracy.
🚀 Deploy – Choose who sees Fin and when.

Same setup, just a smoother experience. We'll go through each of the new sections in detail below. 👇

Analyze

The Analyze section helps you understand how Fin is performing and identify areas to improve after you've set Fin live. This will be your starting point for continuous improvement and optimization. Based on what you learn here, you'll continue to train, test, and deploy Fin to handle more of your support volume.

Performance

From Fin AI Agent > Analyze > Performance, you'll find a Fin performance report with key metrics such as Fin AI Agent resolution rate and CSAT score when Fin is live. This report is not customizable. A Fin AI Agent report can still be created, customized, and viewed from Reports. Learn more.

AI Insights `coming soon`

From Fin AI Agent > Analyze > AI Insights, you'll soon have AI-generated insights giving you a unified view of Fin and human support, surfacing insights and recommendations to help you improve your support experience. AI Insights are currently in closed beta—chat to your Relationship or Customer Success Manager to find out more.

Conversations

From Fin AI Agent > Analyze > Conversations, you'll find a quick link to Fin's conversations in the inbox when Fin is live. Learn more.

Unresolved questions

From Fin AI Agent > Analyze > Unresolved questions, you'll find the questions that are unresolved by Fin, so you can pinpoint areas for improvement in your content or Fin setup. Once Fin is involved in conversations, you'll start seeing data here after the first week. Learn more.

Train

The Train section allows you to train Fin on Content (what Fin knows), Guidance (how Fin behaves), and Tasks (what Fin does). You'll have a Preview panel available on the Content and Guidance pages to experience a conversation with Fin and see the Customer view and Event log.

Content

From Fin AI Agent > Train > Content, you can add your content (what Fin knows) to deliver instant, accurate answers to informational queries. Learn more.

Guidance

From Fin AI Agent > Train > Guidance, you can add guidance (how Fin behaves) to train Fin to speak in your brand’s voice, follow your policies, and handle conversations the way you want—using simple, natural-language instructions. Learn more.

Note: Fin's personality settings have also moved to the new Guidance page.

Tasks

From Fin AI Agent > Train > Tasks, you can give Fin tasks (what Fin does) for multi-step processes like troubleshooting, refunds, or updating information in external systems. Tasks combine natural language with rule-based steps, giving you full control and keeping interactions conversational. Learn more.

Note: You can also access Fin Actions at the bottom of the Tasks page.

Custom Answers

Customers with existing Custom Answers, can now find these by navigating to Fin AI Agent > Train > Custom Answers.

Note: Custom Answers have been removed for new customers from March 19, 2025. New Fin customers are able to use Fin Tasks to control Fin's answers and follow-up actions for specific use cases.

Suggestions

From Fin AI Agent > Train > Suggestions, you'll get suggestions to train Fin on new content. The suggestions are based on conversations with real customers, making it easy to fill content gaps and increase your resolution rates. Content from conversations must be enabled first. Learn more.

Test

From Fin AI Agent > Test you can test your content, guidance, and personality settings by asking Fin customer questions. Review the sources and settings that shape Fin’s answers, and receive tailored recommendations to improve responses and deliver the highest quality support for your customers. Learn more.

Deploy

The Deploy section allows you to set Fin live across any channel, including live chat, email, (and soon) phone.

Chat

From Fin AI Agent > Deploy > Chat, you can deploy Fin over chat. Fin greets customers, instantly answers questions, and escalates issues to your team when needed—inside the Messenger and across your social channels. Learn more.

Email

From Fin AI Agent > Deploy > Email, you can deploy Fin over email. Fin automatically interprets inbound emails asynchronously, provides AI‐powered answers from your content, and escalates complex issues when needed—expanding your support beyond live chat. Learn more.

Phone `coming soon`

From Fin AI Agent > Deploy > Phone, you'll soon be able to configure Fin over phone (currently in closed beta). Fin can answer calls naturally in multiple languages, providing instant, 24/7 assistance. Learn more.

Fin settings

Fin's settings have been moved to Fin AI Agent > Fin settings. This includes:

And quick links to:

Manage Fin's Usage
Build Custom Answers from Zendesk conversation history (only available for customers with Custom Answers)

FAQs

Why has the Fin navigation changed in Intercom?

The new Fin navigation is designed to make it easier to set up and optimize Fin, ensuring Fin can continue to deliver high-quality support. While sections are organized differently, how Fin works has not changed.

Can I revert the changes to Fin navigation?

No, the new Fin navigation will be used across all workspaces from March 19, 2025 to improve how you set up and use Fin.

Why can't I see anything under Fin Analyze?

The Fin AI Agent > Analyze section will give you key insights into Fin's performance and areas for improvement after you've set Fin live. This is where you'll come to continuously optimize Fin.