Terms

Do I need to agree to any Terms and Conditions to use Fin?

Yes, you can’t use Fin without accepting the Additional Product Terms for AI Products/Features.

How does Fin store and process data?

For detailed information about Fin AI Agent data privacy and storage, see our legal and security guide for AI Products/Features (you will need to be logged in to view this article).

Setup

How quickly will Fin AI Agent import articles from my Help Center?

Your Intercom public articles are already imported and ready to use with Fin.

How quickly will Fin AI Agent import websites/external support content?

Importing external content for Fin usually takes 10 minutes. However this can take up to 10 hours depending on the source content you are using.

Can I create multiple Fin AI Agents?

Yes, you can add Fin to multiple Workflows which target different audiences.

If you don't have access to Workflows on your current plan, you'll only be able to set one version of Fin live.

Can Fin AI Agent be branded/renamed?

Yes, this can be customized from Fin AI Agent settings. It will carry over any branding that you already had for Operator.

What languages does Fin AI Agent support?

Fin AI Agent is currently supported and optimized to work in multiple languages, including:

Arabic, Bengali, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, German (Formal), Greek, Hebrew, Hindi, Hungarian, Indonesian, Italian, Japanese, Korean, Latvian, Lithuanian, Malay, Mongolian, Norwegian, Persian, Polish, Portuguese, Romanian, Russian, Serbian, Simplified Chinese, Slovenian, Spanish, Swahili, Swedish, Thai, Traditional Chinese, Turkish, Ukrainian, and Vietnamese.

Learn how to use Multilingual Fin AI Agent.

Fin's ability to respond with AI-generated answers in languages other than those listed above is currently unpredictable, regardless of what language your support content is in.

Is Fin AI Agent available on regionally-hosted EU or AU workspaces?

Fin AI Agent is available on EU and AU hosted workspaces:

EU hosted workspaces can use Fin AI Agent, with data processed securely within Europe for enhanced data privacy.
AU hosted workspaces can use Fin AI Agent, but data processing is currently still US-based. Regional data hosting for these workspaces is coming soon.

What channels does Fin AI Agent work on?

Fin AI Agent is currently supported across Intercom Messenger (on web, iOS, and Android), Email, WhatsApp, SMS, Facebook, and Instagram.

Can Fin AI Agent respond to conversations created via the API?

You can only trigger Fin AI Agent in API conversations when using a Workflow.

Can I opt my test workspace into Fin AI Agent before enabling it on my production site?

Fin AI Agent will not be supported for [TEST] workspaces on launch. You can test Fin via the teammate preview and you’ll have a free one-time amount of resolutions to test live with customers.

Can I use Fin on my existing support platform outside of Intercom?

Yes, Fin AI Agent can integrate directly with your existing support platform.

Simply import your knowledge base and connect Fin to your existing ticketing and messaging channels. When Fin isn’t able to resolve, it'll seamlessly hand off to your team on your existing helpdesk.

Can I use Fin across multiple brands in my workspace?

Yes, you can configure Fin to reference the correctly branded Help Center and Messenger style when responding to customer queries over chat and email. These are the setup requirements for each channel:

Fin over chat (Messenger)

Set up brands in brand settings and connect them to the relevant help center you want Fin to reference.
Configure style for each messenger brand you want Fin to use, and connect them to your brands.

Fin over email

Set up brands in brand settings and connect them to the relevant help center you want Fin to reference.
Configure email addresses and domains and connect them to your brands.
1. Ensure a brand aligned verified default address is selected within brand settings.
2. Ensure you've selected the email address you want Fin to reply from. You can do this in Settings > Channels > Email > Email settings under "Reply addresses".

Note: You can define a single personality for Fin per workspace, so if you have two different brands you'd like Fin to represent with different "personalities", you'll need to configure Fin in two separate workspaces instead of using a singe workspace.

Content

How often does Fin AI Agent update with changes to articles or external content?

Any updates to your Intercom public articles will update immediately with Fin. However, Fin AI Agent updates and syncs with external content weekly. If you want to update it sooner, you can remove and re-sync the content.

Is there a limit to the number of external sources Fin AI Agent can use?

You can import up to 10 external sources, and for each source, we can sync up to 30,000 URLs; however, this can be less based on a number of factors like your site structure or duplicate pages.

Can we restrict certain articles from Fin AI Agent?

Yes, you can control which content is available for AI Agent and apply audience rules from the Knowledge Hub.

What types of content other than Intercom Articles can Fin AI Agent use?

Fin AI Agent can use public articles, documents, snippets, and public URLs. You can manage content for Fin AI Agent and add new content from Knowledge > Sources.

Can Fin understand images or screenshots sent in conversations with a customer?

Yes, Fin can seamlessly understand and respond to images a customer shares in conversations. It can extract and process the following:

Text content
UI elements and highlights
Reference numbers, activation codes, and error messages
Product details
And more!

Fin will understand and respond to images sent via chat or email. Learn more.

Can Fin read ALT text in images?

No, Fin currently can’t read ALT text in images.

Managing

How much does Fin AI Agent cost?

Fin AI Agent usage is measured in resolutions. This ensures that you only pay when Fin does what you care about most: resolving a customer’s question.

Can I try Fin AI Agent for free?

Everyone is able to trial Fin AI Agent for 14 days before paying.

The trial period starts from when you set Fin live (via simple deploy or workflows).
You can set up (train & test) Fin without starting the trial.

How can I see the ROI when using Fin?

Use the Fin ROI calculator to see your return on investment — how much Fin can save you based on employee costs and conversation volume, and how many agents could be freed to focus their humanity on specialized, strategic, creative, and meaningful work.

How can I see how Fin AI Agent is performing / what reporting is available?

To measure Fin's performance:

Start by going to Fin AI Agent > Analyze to get real-time Insights like Customer Experience (CX) score, KPIs, automated conversation analysis at scale, and AI that doesn’t just suggest improvements—it helps make them for you.
Create your own custom report with the Fin AI Agent report template to view the metrics that matter to you.
Monitor Fin's conversations in the inbox with a dedicated Inbox view for any conversations where Fin was involved.

How can I see all the Workflows where Fin AI Agent is live?

Visit Fin AI Agent > Workflows and filter by Type is Using Fin to see all Workflows where Fin is being used.

Is there a way to give Intercom feedback that Fin provided an incorrect answer in a conversation with my customer?

There isn't a way to provide feedback to Intercom directly within the UI about an incorrect answer. Fin's answers are derived from your enabled support content, so optimizing this content is the best way to improve Fin's performance.

While Fin has a very low hallucination rate (<1%), if you believe an answer is not related to your content, you can notify our Support team so we can report this feedback (simply start a conversation in the Messenger and request to "Talk to a person"). We’re always eager to improve Fin and appreciate any feedback on irregularities or unexpected behavior.

Can I associate the customer's question asked with a different/better article than the one Fin used?

Fin formulates AI answers based on the content sources, data, and guidance you've provided. We recommend creating more relevant and specific content for Fin to match the correct content with customer queries.

Tip: Try using snippets to phrase customer queries multiple ways and provide the same answer.

Can you edit/influence the clarifying questions that Fin AI Agent asks?

Clarifying questions from Fin AI Agent are built into the AI conversation experience and cannot be edited.

If you ask Fin AI Agent the same question twice, why does the answer vary?

If you ask the same question twice to the Fin AI Agent and receive different answers, it's because the system uses a variety of AI models and language learning technology that may call on different sources at different times. This is designed to reduce latency and improve accuracy, but can result in varying answers due to the dynamic nature of the AI's decision-making process.

Does Fin AI Agent learn from customer interactions?

The Fin AI Agent can learn from interactions that have been successfully resolved without the need to escalate to a human teammate.

If customers are generally satisfied with an AI-provided answer, Fin is likely to use that answer in future conversations, as it employs machine learning to improve over time.

While Fin learns from successful interactions over time, it doesn’t retain memory within a single conversation. To improve Fin’s performance in future conversations, use the Optimize dashboard to identify what’s going unresolved by Fin and get AI-generated suggestions for improvement.

Can I reassign a conversation to Fin in the Inbox?

It's not possible to reassign a conversation to Fin from a teammate inbox, however, a teammate can get Fin involved by triggering a reusable workflow:

Set up a reusable workflow with a "Let Fin answer" step.
Trigger the reusable workflow from a conversation in the inbox to get Fin involved.
The customer can then reply with their question and then Fin will attempt to answer.

Customer Experience

What are Fin's capabilities as a chatbot?

Fin AI Agent is more than a chatbot: using the most sophisticated AI language models, it instantly generates answers to resolve customer issues and questions across multiple channels (including chat and email). Fin can engage in customer conversations and offer support through conversational answers based solely on your support content.

Can Fin detect when a customer needs human support and escalate automatically?

Yes! You can set escalation rules in Fin > Train > Guidance so Fin automatically transfers sensitive topics (e.g., refunds, cancellations, sensitive data etc.) to a human agent if you prefer. Learn more about using Fin Guidance.

Can Fin generate a summary of conversation history for a customer?

Yes, Fin AI Agent will provide a summary if a customer requests a transcript of their conversation history.

Does Fin AI Agent respect audience targeting on Intercom Articles?

Yes, Fin AI Agent answers questions based on the articles that the customer on Messenger has access to see using audience targeting. So it won't answer questions using private or restricted articles that a customer has no access to.

What happens if Fin AI Agent can't find an answer using the content available?

When Fin AI Agent doesn’t find a clear or confident answer using your available knowledge sources, Fin AI Agent will deliver a disambiguation response to the customer which will typically:

Give context of sources that were found.
Express uncertainty.
Attempt to answer if possible.
Request clarification from the user.

How easy is it for Fin AI Agent to find the answer?

If a user doesn’t use correct terminology, the likelihood that Fin AI Agent will answer in “short answer” format (as opposed to sharing a number of possible articles) drops off significantly, but the articles shared will generally be helpful and relevant.
The longer and more complex a user’s initial request, the less likely that Fin AI Agent will nail a response. For example, “How to set up a series” is better than something like “The user incorrectly received a welcome email from a series. The email referenced an incorrect admin username. The email to the customer is not actually coming from the series. We proved this by pausing the series, replicated the steps, and received the email. Can you please help me figure out where the email was sent from and why”.
Fin AI Agent doesn’t process one-word replies very effectively, mostly due to lack of context.
A user sending many quick questions/replies in a row without giving Fin AI Agent a chance to respond, will only get an answer to their most recent reply.

How can I make Fin AI Agent use hyperlinks from Articles and Snippets without spelling out the URL directly in the source?

Currently, Fin AI Agent is not able to present links in consistently formatted hyperlinks. You can use Guidance to encourage Fin to hyperlink where possible, but this will still depend on which sources were initially retrieved by Fin when forming an AI answer.

What if there is an outage that affects Fin AI Agent use?

When something goes wrong on our end trying to get a Fin AI Agent response in a conversation, we will send a message in the conversation that says "Oops, something went wrong. I'll route you to the team." Right after that Fin will proceed with the handover process (just like when end-users ask to get more help or talk to a person).

AI Technology

What is the difference between Fin AI Agent and Copilot?

Fin is an AI agent for your customers, and Copilot is an AI assistant for your teammates in the Inbox.

Fin AI Agent is the first AI agent that delivers human-quality customer service. It can handle your entire frontline support because it learns, behaves, answers and improves just like the best human agents do. You can now scale your support without scaling your team, and free your human team to do higher impact work.
Copilot is a personal AI assistant designed to improve the efficiency of support agents in the inbox by providing them with instant, expert answers drawn from your team's internal and external support content, including past conversations.

How does Fin AI Agent answer customer questions?

Fin AI Agent uses Intercom’s patented AI Engine to understand the customer question, search for relevant answers in your support content and data, and provide accurate answers to customers based on those sources.

How can I trust the accuracy of Fin AI Agent, what's preventing it from hallucinating?

The Fin AI Engine™ allows Fin to refine every query, optimize every response and validate the quality of each answer. As a result, it's the only AI agent that balances industry-high resolutions with industry-low hallucinations.

Here are the safeguards that we put in place to ensure that your AI Agent provides the most accurate answers:

It only provides answers based on your support content or data.
It tries to disambiguate a question when it doesn’t understand the customer question.
When it does not know the answer, it will say that it didn’t find an answer, and it can then hand over to a human.

We work hard to make sure the Fin AI Engine™ performs with a high level of accuracy, however, the nature of current AI models means they may occasionally give an incorrect answer.

Learn more about Fin AI safety and security.

What happens if Anthropic has an outage?

If Anthropic is down, AI-generated answers from Fin AI Agent will not send. Customers will see a message from Fin in the Messenger: "Oops, something went wrong. Could you repeat your question?".

Inbound and ongoing conversations will be routed to the team (respecting any handover flow), with the message "Sorry, I'm still having trouble. I'll hand you over to the team."

Limitations

Is there a limit for how many articles Fin AI Agent can reference?

No, there is no limit

Is there a limit for how many are returned via the API for the object 'ai_agent.content_sources'?