Workflows is the primary way to set up and set Fin AI Agent live. However, if you're on the Starter or Essential plan, you won't have access to Workflows and must follow a different setup process shown below.

To customize and set Fin AI Agent live on the Starter or Essential plans (not paying for Workflows), navigate to AI & Automation > Fin AI Agent > Overview.

You first need to set up and preview Fin with your support content on the Add content tab.

Once you’ve added content, you can navigate to the Fin over chat tab. Here, you can preview and test Fin AI Agent on the right of the page as you configure its settings.

In the Who will see Fin section, you can define the Audience and Channels that Fin AI Agent will be live for. Once you’re set, click Save and move to the next section.

In the Let Fin introduce itself section, you can customize how Fin AI Agent will introduce itself at the beginning of a conversation. Doing this helps customers better understand what Fin can do and how to interact with it.

You can enable Fin AI Agent for your chosen languages, then delete and add your own intro messages. Hit Save and move to the next section.

In the If Fin cannot resolve the conversation section, you can set up how Fin AI Agent should behave if it can't resolve a conversation, or the customer chooses to end their conversation.

For example, you can set Fin AI Agent to Pass to team and Assign to the Support team. You can assign the conversation to any Teammate or Team.

Then you can choose to Ask for more information before handover by toggling this option on and editing the message text to gather the details your teammates will need.

When collecting more information Fin may also provide an additional answer—increasing the likelihood of a self-serve resolution. The extra information will also provide more context when the conversation is handed off to a teammate—improving agent efficiency and effectiveness.

If you want Fin AI Agent to Auto-close abandoned Fin conversations if the customer becomes inactive, you can do that in this section and define how long Fin should wait before a customer is considered 'inactive'.

You can also customize what Fin says when closing the conversation. When a customer goes inactive after interacting with Fin, you can make sure they got what they needed by sending a chaser message which lets them know they can still speak to your support team, even if the conversation is being closed.
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In the Ask for conversation rating (CSAT) section, you can set Fin AI Agent to send a CSAT survey at the end of the interaction and prevent the customer from changing their initial rating after a period of time.

By enabling Fin AI Agent CSAT, a survey can appear in a conversation over the Intercom Messenger when:

Once you’re happy with all settings, and have tested that Fin AI Agent can answer questions from the interactive preview on the right, you can click Set Fin Live.

You can also choose to enable Fin for conversations over email from AI & Automation > Fin AI Agent > Overview > Fin over email.

In the Who will see Fin section, you can define the Audience that Fin AI Agent will be live for. Once you’re set, click Save and move to the next section.

After a customer sends an email and Fin attempts to answer, you can decide what happens to the conversation.

In the If Fin cannot resolve the conversation section, you can choose which Inbox the conversation will be assigned to if the customer asks to end their interaction with Fin if they don’t feel it can resolve their question.

If you want Fin AI Agent to Auto-close abandoned Fin conversations if the customer becomes inactive, you can do that in this section and define how long Fin should wait before a customer is considered 'inactive'.

You can also customize what Fin says when closing the conversation. When a customer goes inactive after interacting with Fin, you can make sure they got what they needed by sending a chaser message which lets them know they can still speak to your support team, even if the conversation is being closed.
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In the Ask for conversation rating (CSAT) section, you can set Fin AI Agent to send a CSAT survey at the end of the interaction and prevent the customer from changing their initial rating after a period of time.

By enabling Fin AI Agent CSAT, a survey will be sent over email when:

Now you can Test AI Agent over email and see Fin in action by emailing test questions to the address provided in the preview on the right.

Once you’re happy with all settings, and have tested that Fin AI Agent can answer questions from the interactive preview on the right, you can click Set Fin Live.

If you decide to upgrade your plan and pay for Workflows, your Fin AI Agent setup experience will be updated to Workflows, and a Workflow will be automatically created and set live that is based on your previous Fin AI Agent setup.

If you decide to downgrade your plan to Starter or Essential, you'll lose access to Workflows and any Fin AI Agent Workflows will be paused. You'll then need to set Fin live from the Overview page to continue using Fin AI Agent.