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Connecting our custom MCP server to help Fin answer questions

  • September 10, 2025
  • 4 replies
  • 390 views
B

We are a SaaS company, and have deployed Fin to only half of our user base (which has been very successful to date). We have yet to deploy to the other half (mostly enterprise users) because they each have very unique account settings/configurations. The general content on our help center that supports Fin does not account for each of these unique instances, and would provide incorrect/misleading answers for these users.

It would not be scalable/manageable to generate unique content/tagging for each account with their unique settings, so we were excited about the possibility to connect Fin to our custom MCP server to gather contextualized information for users on common queries and answer accordingly. (Discussed here: https://www.intercom.com/help/en/articles/11461635-powering-fin-with-your-external-tools-using-mcp-connectors)

However, we can’t find a ton of information on connecting to a custom MCP server rather than using one of the templated options (Stripe, Shopify, Linear). The above doc is the extent of it. Wondering if anyone has explored this option, completed the connection successfully, has other suggestions about how we can go about offering more customized answers for users based on their settings in our internal system. 

Best answer by Paul Byrne

Hey there ​@Bailey Schramm Paul here from support engineering to help you out 🤝 

At present, Fin supports MCP connectors for templated systems like Stripe and Linear, but it’s also possible to connect to a custom MCP server. To do this, your team will need to expose the necessary API endpoints (for example: account configuration lookups) and then configure them as Fin Actions inside Intercom.

Once set up, Fin can query your system in real-time, allowing you to provide personalized answers without duplicating help center content. We recommend first testing with internal accounts, then expanding gradually to enterprise users. If you don’t yet see the option to create a custom connector, this may require a feature flag enablement on our side we can confirm that for your workspace if you want to share it.

    4 replies

    S
    Intercom Team
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    Hi ​@Bailey Schramm Seán here from the Intercom engineering support team 👋

    For custom MCP server to be used the request needs to be made through our support team. They will require the following:

    • your MCP client's redirect URL
    • a description of what your agent would do
    • App ID of your workspace

    I have forwarded your issue to the Customer Support team on your behalf using the forum ticket escalation feature, the team will get back to you as soon as they can. Thank you!

      Paul Byrne
      Intercom Team
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      • Paul ByrneIntercom Team
      • Intercom Team
      • Answer
      • October 2, 2025

      Hey there ​@Bailey Schramm Paul here from support engineering to help you out 🤝 

      At present, Fin supports MCP connectors for templated systems like Stripe and Linear, but it’s also possible to connect to a custom MCP server. To do this, your team will need to expose the necessary API endpoints (for example: account configuration lookups) and then configure them as Fin Actions inside Intercom.

      Once set up, Fin can query your system in real-time, allowing you to provide personalized answers without duplicating help center content. We recommend first testing with internal accounts, then expanding gradually to enterprise users. If you don’t yet see the option to create a custom connector, this may require a feature flag enablement on our side we can confirm that for your workspace if you want to share it.

      H
      • Hitesh
      • New Participant
      • May 24, 2026

      Hey ​@Paul Byrne ,
      I have connected with the Linear Template provided. 
      Now I am testing the connection by using the below prompt.

      > “I found a bug in your export feature; can you raise a ticket on linear?”

      But Fin is replying with the following response:

      I can’t create the Linear issue for you, but I can tell you exactly what’s missing so you can create it successfully.
      When creating a Linear issue, you must include both a title and a team. If the team is missing, you’ll get “team is required when creating an issue.”
      So to file it, send:
      title: “Bug in export feature” (or your exact title)
      team: the Linear team you want it assigned to
      assignee: your user ID, name, email, or “me”
      • NOTE:
        I have enabled the Fin (Set Live for chat)
        I have enabled the connector it is also live (Save Issues)

        Don’t know what I am doing wrong

       

      S
      Intercom Team
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      Hi ​@Hitesh , Seán here from the Fin technical support team 👋

       

      It looks like your setup is mostly correct, and the issue is likely with the input Fin is getting rather than the connector itself.

       

      The main thing is that connecting the Linear template only connects the MCP server. You also need to make sure the actual issue creation tool has been added under that connector. If the connector still shows something like Linear (0), that usually means no tools have been added yet.

       

      The other likely issue is the prompt itself. In your example:

      “I found a bug in your export feature; can you raise a ticket on linear?”

       

      Fin doesn’t have a team to send the issue to. Linear issue creation expects a team value, and it doesn’t always infer that automatically, so Fin falls back to telling you which required fields are missing.

       

      I’d suggest checking these two things:

      1. In Data connectors, confirm the Linear connector has the issue creation tool added, not just the connection itself.
      2. Test again with a prompt that includes the exact Linear team name.

      For example:

      Create a Linear issue in team [exact team name] titled “Bug in export feature” and assign it to me.

       

      So from what you’ve described, this sounds more like a required-field problem than a broken connection.

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