Bring Fin's capabilities to email—handling detailed queries, filtering out spam and phishing attempts, while ensuring your customers receive the same exceptional experience. The seamless AI agent-to-teammate handover will ensure that only more complex issues reach your support agents.

The following instructions have been created based on what we know provides accurate AI-powered email support within your customers’ inboxes.

In order to use Fin over email, you must first ensure you have the correct setup for your email channel.

You'll need to identify the audience or support topics you want Fin to handle over email and set a success metric (e.g. resolution rate, CSAT). For example, this could include specific high-volume topics or a sub-set of customers.

Go to Fin AI Agent > Train > Content and ensure you've enabled content which Fin can use to support email queries. Update your content to cover your frequently asked email queries. You can add public articles, PDFs, snippets, URLs, or content from previous conversations.

Go to Fin AI Agent > Train > Guidance and set up guidance to train Fin how to speak in your brand’s voice, follow your policies, and handle conversations the way you want—using simple, natural-language instructions. You can set clear rules for what Fin should say and do, from using the right terminology to handing sensitive topics over to your human support team.

Go to Fin AI Agent > Train > Tasks and give Fin tasks to automate more complex processes. Often times, these processes may involve actions in your external systems that need to reliably follow your specific business rules (e.g. cancel an order, refund a subscription). Fin will trigger the task and be actively involved each step to resolve customer queries.

From Fin AI Agent > Test you can see if you're ready to deploy Fin by testing how Fin responds to actual customer queries.

Simply generate questions from previous conversations, bulk upload questions via a CSV, or manually add specific questions you want to test Fin on. Then review Fin's responses and mark them as "Good" or "Poor".

When marking a response as "Poor" you can leave a reason and dig into where Fin's answer came from (i.e. which content source, guidance, or personality settings were used). You'll also get recommendations on how to improve Fin's answer. Then you can export this as a report to share with your teammates.

It's a good idea to set Fin over email live to a small test or internal audience (e.g. yourself and teammates) and monitor Fin’s replies for quality and accuracy.

Expand the audience Fin is replying to, so that Fin is replying to some real customer conversations over email. Review the results from Fin AI Agent > Analyze then expand Fin to handle more of your volume or topics.

Go to Fin AI Agent > Deploy > Email. At the top of this page, you'll see "Simple deploy" where you can:

Decide which of your customers can interact with Fin AI Agent. You can allow Fin to provide answers to your users and/or leads.

Click + Add audience rule and use data attributes in Intercom to target your audience further. Then click Save.

Before enabling Fin over email, you need to:

Review the content sources you've enabled for Fin.

Review the guidance you've configured for Fin. This is how you can tailor Fin's responses to follow your brand voice and policies.

Specify what action should be taken if Fin cannot resolve the conversation. You can choose how Fin hands over or escalates to a particular team or teammate. Then click Save and move to the next step.

Choose when to auto-close conversations by specifying a length of time Fin should wait before closing conversations.

Select if you want Fin to automatically close the conversation after customer becomes inactive:

You can also Customize what Fin says when closing the conversation to make sure the customer got what they needed and remind them they can still speak to your support team, even if the conversation is being closed. Then click Save and move to the next step.

At the end of a customer's interaction with Fin AI Agent you can ask them to give a conversation rating by toggling these settings on:

To preview Fin over email before setting it live:

Once you've finished configuring Fin's email experience, click Set Fin Live 🎉

Go to Fin AI Agent > Deploy > Email and open Advanced setup through Workflows.

If you have an existing workflow set up specifically for email:

If you don't have a workflow set up specifically for email:

By using branching, you can create different Fin experiences for different audiences.

For example:

Add as many branches as you need to create different experiences for your different customers.

You can also use branching to create different Fin experiences and paths based on your different email topics.

For example, you can use a "Message Content" filter to route conversations which contain the keyword "billing" directly to your Finance team.

Once you’ve determined the paths for the different audiences and/or topics, you can then select where you want Fin involved. Add Fin to your workflow by creating a path and selecting Let Fin answer.

To customize Fin's behavior in a workflow, click on the Let Fin answer step in the workflow path. Here, you can:

If you want to test a Fin over email workflow, send an email to your support email address configured to receive email in Intercom or to the email address in Settings > Email > Email forwarding.

After you've deployed Fin over email, go to Fin AI Agent > Analyze to start analyzing Fin's performance, conversations, CSAT, and identify ways of optimizing Fin.

Here, you'll find Fin's:

As you analyze Fin’s performance and identify opportunities for improvement, you’ll need to continuously train, test, and deploy Fin to achieve an increasing number of resolutions.

Fin AI Agent will reply to questions over email the same way it does over chat. The main differences are how responses are formatted and Fin can also participate in group conversations over email.

When Fin replies to an email, it will:

If the customer's message is not clear, Fin will send a message asking to clarify what they need assistance with.

When the customer responds, they have the following options:

If a customer clicks on a quick reply button in the email, they'll be redirected to an Intercom-hosted URL with a confirmation message.

Customers will also receive a follow-up email confirming the action:

Fin AI Agent integrates with Intercom’s built-in spam filtering to ensure it doesn’t reply to spam emails.

Intercom assigns all inbound emails a score and will filter anything that is deemed to be “spammy”. If you’re missing some messages that you think may have been incorrectly filtered, you can check the Spam folder from the Inbox.

You will find any messages filtered as spam in this folder. If any have been filtered incorrectly, you can mark the message as Not spam and send it back to the inbox it was originally intended for.

By default, emails marked as auto responders go to your Spam folder but if you need these to appear in your inbox, you can turn off this setting so they are routed to the inbox from Settings > Channels > Email > Email settings.