Resolve more conversations, spend less time answering emails, and increase customer satisfaction by providing your customers with instant email resolutions using Fin AI Agent. The seamless AI Agent-to-teammate handover will ensure that only more complex issues reach your support agents.

Choose to set Fin over email live by:

Go to AI & Automation > Fin AI Agent > Overview and open the Fin over email tab.

First, 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. For example, Fin could be enabled for conversations with users on your free plan.

Then click Save and move to the next step.

Then choose what happens if Fin can't resolve the conversation by assigning it to a particular teammate or team inbox.

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:

You can test your Fin over email setup using the preview on the Fin over email tab. Simply click Copy address and send an email from the email address you used to sign up to Intercom with.

Once you're done, click Set Fin live 🎉

It's possible to further customize Fin AI Agent's behavior and triaging by adding Fin to a Workflow.

If you've added Fin to your existing Workflows, you'll find these under AI & Automation > Workflows when you filter by Type is Using Fin.

Fin AI Agent will reply to questions the same way it does on 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 Fin 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 Help Desk.

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 > Advanced.

You can view and monitor all Fin conversations from the Fin AI Agent folder.

You can also report on Fin’s performance over email conversations using the Fin AI Agent report.

Simply use the filters to see email-only data by selecting “Channel is Email”.

If you have access to Custom Reports, you can also use channel data to create your own reports for Fin over email.