By integrating external data with Fin, Workflows, or the Intercom Inbox, customers can self-serve effectively while reducing inbound conversation volume and repetitive questions for your team.

With Fin Actions you can quickly set up automated and personalized answers to customer queries. And with Custom Actions and Custom Objects, you can connect with external data in more flexible and customizable ways, so your customers can get immediate answers to even more questions.

Each personalized answer Fin provides consists of an API call which you can configure behind the scenes. Fin will automatically choose when to use it and deliver an answer specific to the customer.

You can connect any system which has an API; that might be your unique internal backend tool you have built for your business, or a third party tool you're using like Shopify, Salesforce, Stripe, Jira, and more.

Custom Actions allow you to build no-code integrations to get live data and take actions in your external systems. Store this response data in Intercom and use it to power Workflows with custom attributes on:

Custom Objects provide more flexibility to model your customer data in a way that makes sense for your business - without the need for engineering resources - helping you achieve more advanced automation in Workflows and perform actions in external systems right from your Inbox. Store any type of data in Intercom, such as orders, transactions, etc. and define how they reference each other.

Customers get a better support experience by reducing time to resolution and no longer needing to wait for human support.

By increasing the volume of queries that customers can self-serve, your agents can spend less time on repetitive processes and more time on complex queries and high-value segments.

With integrations in place, your team can build and update Workflows without using any code or needing ongoing technical support.

You can configure Fin and your Workflows to present new information back to your customers, as well as let your customers take actions such as rescheduling deliveries or updating their contact details.

Teammates need no technical expertise to utilize that data in Fin or Workflows.

Our Workflows let you tailor the customer experience to give customers a fast and relevant answer. For example, a bot message can be tailored based on a customer’s order status.

With Custom Actions available in the inbox, you can retrieve or process requests to an external system without leaving the inbox. This makes jobs such as processing refunds or deliveries easier for your team.

Here are some of the key use cases to boost your bots and allow customers to self-serve:

Making use of the full power of this requires setting up: