Intercom

Learn about Intercom's AI agent and AI copilot.

What is Fin?

Learn about the technology behind Intercom's AI agent - Fin.

Intercom’s patented AI Engine™

Beth-Ann Sher

Alissa Tyrangiel

Paula Lopez-Pozuelo

Increasing agent efficiency and resolving customer questions instantly with Fin, an AI agent and AI copilot.

AI & Automation

Scale your support without scaling your team with Fin 2, the first AI agent to deliver human-quality customer service.

Fin 2 — Intercom’s latest generation of AI agent

Resolving customer questions instantly and accurately—from live chat to email. 

Fin AI Agent

How to add content Fin AI Agent can use to start providing customers with answers.

Add your support content for Fin AI Agent

Learn how to customize the identity, tone of voice, and length of Fin's answers for more control over your AI Agent experience.

Customize Fin AI Agent's personality

How to set up and go live with Fin AI Agent over chat with control and flexibility.

Set Fin AI Agent live over chat

Provide your customers with instant email resolutions using Fin AI Agent.

Set Fin AI Agent live over email

Learn how to set up Fin AI Agent if you're on the Starter or Essential plan with no access to Workflows.

Set up Fin AI Agent on the Starter/Essential plan

How to prepare for going live with Fin AI Agent using previews and audience targeting.

Test Fin AI Agent before rolling it out to customers

Getting started

Enable Fin to resolve customer queries with personalized answers that require data from external systems.

Fin AI Agent data and actions [beta]

How to set up Fin with personalized answers that require data from external systems.

Add actions for Fin AI Agent [beta]

Available action templates and use cases for Fin AI Agent using third party apps.

Use action templates [beta]

How to pass dynamic attributes in the API endpoint URL and ensure the correct information is shared with customers.

Pass dynamic attributes in the API endpoint URL for Fin actions [beta]

Here are a few best practices to consider when creating and using actions with Fin.

Best practices for Fin actions [beta]

Learn about accessing and using actions securely with Fin.

Data and actions FAQs

Adding data & actions

How to keep an eye on Fin AI Agent's conversations from the Inbox.

View Fin AI Agent's conversations from the Inbox

A close look at how a customer’s language is determined in conversations for Fin AI Agent and Workflows.

Automatic language detection in conversations

How to add Fin to your Workflows for advanced customization and triaging.

Using Fin AI Agent in Workflows

How to route AI Agent conversations to an external support tool when they require human support.

Hand over Fin AI Agent conversations to another support tool

Create highly personalized and relevant Custom Answers to specific questions.

Creating Custom Answers

How to test your new and existing Custom Answers

Preview a Custom Answer

Find out what happens when you use Fin AI Agent with Custom Answers.

Using Fin AI Agent with Custom Answers

Send Custom Answers only when customers use specific words in their question.

Using qualifiers for Custom Answers

Understand how Custom Answers are performing over a specific date range and see how they are impacting Fin's resolution rates.

Custom Answers reporting

How to migrate from Profiles to Workflows for configuring and setting Fin live.

Moving your Profiles to Workflows

Ivan

Managing

Understand customer satisfaction with Fin AI Agent conversations by sending a CSAT survey.

Fin AI Agent CSAT

How to find questions that are unresolved by Fin AI Agent and pinpoint areas for improvement in your content or Fin setup.

Fin AI Agent unresolved questions

An overview of optimization features, when to use them, and why they're useful.

How to improve Fin's resolution rate

See which sources were used in AI-generated answers and take actions to improve content for Fin.

Fin AI Agent answer debugging

Create a multilingual AI agent to provide support and answers in multiple languages.

Use Fin AI Agent in multiple languages

Train Custom Answers to support customers in multiple languages

Multilingual Custom Answers

Increase rate of resolution via Custom Answers by broadening and deepening coverage.

Train Custom Answers to provide more resolutions

Custom Answers Best Practices

Improve automated support for outbound campaigns by letting Fin AI Agent follow up after Proactive Support messages or Workflows.

Let Fin AI Agent follow up after Proactive Support messages or Workflows

How to use conversation content with Fin AI Agent.

Conversation content for Fin AI Agent [beta]

Michaela

Optimizing

How to customize Fin in the Messenger to give customers the experience you want them to have.

Customize Fin AI Agent in the Messenger

Import your conversation history from Zendesk Chat so Custom Answers can be trained to trigger.

Import your conversation history for Custom Answers

How to adjust Fin's tone of voice and the formality of pronouns used in Fin's replies.

Customize Fin AI Agent's pronoun formality

Settings

Fin AI Agent FAQs

Changes to your EU/AU hosted workspace

What to check if Fin AI Agent hasn't imported all pages from your content for providing AI Answers.

Troubleshooting external content import

Troubleshooting Help Center import from the Fin demo page.

Fin AI Agent demo didn't import my Help Center correctly

Michelle Fitzpatrick

FAQs

Using Fin with your existing platform on Zendesk or Salesforce Service Cloud.

Fin for Zendesk and Salesforce explained

Manage content, data syncing, content targeting, and Custom Answers for Fin on your platform.

Fin knowledge & data library

Fin for platforms

Get the best AI agent, and keep your team on Zendesk.

How Fin integrates with Zendesk

How to configure and customize Fin to handle Zendesk tickets.

Set up Fin for Zendesk tickets

How to configure and customize Fin for Zendesk messaging.

Set up Fin for Zendesk messaging

How to configure and customize Fin for Intercom Messenger and pass conversations to Zendesk.

Set up Fin for Intercom Messenger with hand-off to Zendesk

How to automatically triage tickets in Zendesk based on specific ticket attributes using auto-classification.

Auto-classify conversations with Fin for Zendesk

Fin for Zendesk

Get the best AI agent, and keep your team on Salesforce.

How Fin integrates with Salesforce

How to configure and customize Fin to handle cases on Service Cloud.

Set up Fin for Salesforce cases

Fin for Salesforce

How Fin can increase productivity in the inbox and help you provide exceptional customer service.

Fin AI Copilot explained

Mariah

Olivia Singarella

Using Fin AI Copilot to work smarter, faster, and deliver truly remarkable customer experiences.

Fin AI Copilot

How to introduce Fin AI Copilot and set your teammates up for success.

Prepare your workspace for Fin AI Copilot

How to use Fin AI Copilot as a personal AI assistant on the Help Desk.

How to use Fin AI Copilot

How to get the most out of Fin AI Copilot and ensure you’re asking the right questions.

Fin AI Copilot tips and best practices

How to use Multilingual Fin AI Copilot as a personal AI assistant on the Help Desk.

Multilingual Fin AI Copilot

Frequently asked questions about Fin AI Copilot.

Fin AI Copilot FAQs

How to measure the impact and value of providing Fin AI Copilot for your support teams.

Measuring the impact of Fin AI Copilot

Set up automation Basics when your users and leads start a conversation.

Automation Basics

Manage it all with Workflows — your mission control for automations.

Workflows explained

Brian Byrne

Automating repetitive tasks for customers and agents with our no-code visual builder—including triggers, conditions, rules, and Fin AI Agent.

Automation

Choosing the right trigger to start your Workflow.

How to trigger a Workflow

Use Workflows for customer outreach to target and upsell when a customer visits a page on your website.

Customer visits a page

Trigger a Workflow when customers clicks a button or element on your website.

Customer clicks a website element

How to triage new inbound conversations with Workflows for faster, more personal support.

Customer opens a new conversation in the Messenger

How to create Workflows to manage new conversations over a broad range of channels.

Customer sends their first message

How to set up call routing and IVR options for phone using Workflows.

When a customer calls

How to create Workflows to manage inbound conversations or replies over a broad range of channels.

Customer sends any message

Build Workflows that trigger automated messages and manage inactive conversations.

Customer or teammate has been unresponsive

Learn how to measure CSAT and configure conversation ratings in your Workflows.

Teammate changes conversation state

Manage Workflows more efficiently by linking them together and reusing the content.

Reusable workflows

Triggers

Learn how to use the Workflow builder from these 4 in depth videos.

Workflows builder explainer videos

Build your Workflows efficiently and with ease in a visual canvas.

Using the Workflows builder

Choose who will receive your Workflow and when and where it triggers.

Configure Workflow trigger settings

What each action does and when to use them in your Workflows.

Using actions in Workflows

How to route your Workflows to the right paths using conditional branching.

Using branches in Workflows

Improve the workflow experience for customers and give them an option to go back to the start of the workflow experience

Add a start over button to your Workflows

Add a video to your Workflow’s welcome message to create a more personal experience.

Add videos to Workflows

How to automatically post AI summaries in conversations using Workflows.

Trigger AI summaries from Workflows

Use background workflows to automate repetitive tasks for your human support team.

Build inbox automations using Workflows

How to trigger inbound workflows over WhatsApp, Instagram, Facebook, Email and SMS.

Omnichannel support for Workflows

Find out how to preview your Workflows before you set them live for customers.

Preview and set Workflows live

Liam Keegan

Building

Get customer conversations to the right team right away with this handy Workflows template.

Route customers to the relevant support team

Put Fin on the front line and reduce your team's inbox volume.

Let Fin AI Agent answer first

Help customers to help themselves with this simple Workflows template.

Solve frequent queries with self-serve content

Gather invaluable customer feedback after every interaction with this simple Workflows template.

Ask customers for a conversation rating

Ensure that your waiting customers receive timely responses with this easy Workflows template.