Fin

How do you all tie your CSAT reporting together? We use Fin along with Zendesk and house data externally in Domo. It doesn’t appear possible to send Fin CSAT over in the Zendesk ticket that is created for tracking, and it looks like our only option is manually exporting CSAT CSV’s and then importing that into Domo. Is this correct?Are there any better solutions?

I'm looking for a streamlined QA process for managing Fin’s performance as a one-woman team. Would love some suggestions for best practices for maintaining quality without getting overwhelmed with all the reports and data Intercom provides for Fin performance.

Hi All, What are the benchmarks for bot-resolved CSAT? Our team is looking for a baseline as we implement our first round of AI/Fin improvements. Thanks! 

Our company offers software which contains databases our end users need for their work. The databases sometimes use difficult terminology that is hard to interpret for our users. In an attempt to improve the ‘readability’ of the databases, I have recently uploaded a bunch of ‘metadata’ associated with the most used databases in our software - breaking FIN as a result.Prior to starting the upload December 2025, I had contact multiple times with my Intercom account manager to determine the ‘optimal’ way to upload a large amount of qualitative (text) data to Intercom. The data on our end originally is stored in JSON format - a format we can’t directly upload directly to Intercom. After some discussions, we opted to split the JSON file into smaller .txt files, which we manually uploaded as ‘snippets’ to Intercom. We have spent a considerable amount of time setting this up. Now the system is ‘stuck’ since Christmas 2025, with no viable solution yet in place. No new content we uplo

Is there a way that FIN can be instructed to go to certain "Paths" within the workflow or it's just a dead-end when we let FIN handle it?  I noticed that when a user goes into the “Let FIN handle” node, there is no way out. The only option is to escalate/hand it over to a human agent. 

I want to be able to use the API to search for conversations with a certain CX score within a particular date range. Can you please add CX score to Accepted-Fields? https://developers.intercom.com/docs/references/rest-api/api.intercom.io/conversations/searchconversations#section/Accepted-Fields

It would be extremely helpful if agents could give Fin instructions directly inside an ongoing conversation, without having to update global content or wait for retraining.ExampleAn agent could write internal instructions like:    •    updated information    •    temporary notes    •    clarifications    •    corrections…and Fin would immediately apply these instructions and continue the conversation with the customer using the updated information.Why this matters    •    Allows quick corrections when Fin is about to provide wrong or outdated information    •    Enables real-time steering of AI responses without agent replies    •    Especially useful for temporary changes (e.g. delivery delays, special cases, exceptions)This would make Fin far more flexible and safer to use in live support situations.

Hi everyone,Our bot communicates in Hebrew. Because Hebrew is gendered, we’re seeing an inconsistency: Fin sometimes replies in masculine form and sometimes in feminine form.Both of the following Guidance rules are under Communication style: Bot self-reference is always masculine When responding in Hebrew, always refer to yourself in masculine grammatical form. This applies to self-descriptions, actions, and statements about your role or capabilities. Do not change your self-referential gender under any circumstances.What NOT to do: Do not adapt self-reference based on the user’s gender or language. Do not use feminine or neutral forms when referring to yourself.  AND:  Hebrew gendered language (pronoun-aware) When responding in Hebrew, adapt grammatical gender when addressing the user:

I am pretty new to Intercom although I am pretty familiar with other CX tools that are similar - I have been struggling lately with our bot giving completely wrong and false information to our customers on topics that need to be answered with accuracy. It is drawing information from places outside of the articles and snippets we have supplied in our instance. I am struggling with understanding why it would pull in information that is seemingly just completely made up or not in line with things we have published for the site. What would be some suggestions for how to update and change this? Should we use guidance? How specific can we get? Any tips at all? Thanks!

Fin is technically able to read dates, but in practice it often fails to reason about them correctly.ExampleFin currently sends out discount codes that are already expired, because it doesn’t reliably calculate whether a date is in the past, present, or future.Feature request    •    Fin should be able to compare dates to the current date    •    Fin should not mention or suggest expired offers    •    Ideally, Fin should be aware of:    •    “valid until”    •    “expired”    •    “not yet active”Why this matters    •    Prevents customer frustration    •    Avoids incorrect promises (e.g. expired discounts)    •    Increases trust in AI-generated responses 

I’ve seen a consensus online that it should be very clear for customers they can say “talk to person” at anytime during the conversation to get connect to a human. This builds trust with them, but I’m curious how folks have been doing this.  We used to put it at the very beginning of conversations, but its unclear if that was effective and customers saw it. How do ya’ll do this? Open to all and any suggestions. 

Hi! We just set up intercom/slack connection which is very awesome! We don’t yet want Fin replying, and I have turned off all Fin workflows.  But, I can’t stop Fin from posting response times in slack threads in our community.  I can’t work out how to turn this off.  Any ideas?  Thanks Matt  

Whenever Fin receives a negative rating from a customer, I review the conversation and decide if perhaps it should be escalated to a human, or make improvements to our content. Are there any suggestions for automating this process? Or reports that tell us why there was a DSAT rating specifically (outside of the CX score)? Or perhaps a section in Optimize that will show us content suggestions specifically linked to a DSAT outcome? 

I would like to set FIN over the holidays so that it informs customers that the wait time for human support may be a little longer. Where can I set what FIN responds when asked for human support? 

Hi everyone, I am Raghav Hinduja Swiss (Switzerland) based IT-professional. I’m trying to export all user IDs and related user data from Intercom using the API. I’ve looked at the docs but I’m not sure about the most efficient approach, especially for large datasets. Has anyone done this before? I’d love to hear your suggestions

Hi everyone, I am Raghav Hinduja Swiss (Switzerland) based IT-professional. I’m trying to enable and customize chatbots in my system, but I’m not sure what the best approach is. I’d love to hear from anyone who has experience with chatbot setup and customization.

We use Fin’s inactivity auto close feature, initially this was set to a short 15 minutes but due to the nature of our clients industry it would not be uncommon for them to be away from the PC for 45 minutes or so. Last year the setting was changed to 3 hours and since then we’ve noticed our CSAT response rate has dwindled to a meagre 5%. I hypothesise this is largely due to the lengthy inactivity setting and customers then failing to interact and the interaction itself being largely forgotten. I’m curious other users inactivity setting and the CSAT response rate you receive. 

Hi folks, I am a product manager on a no-code app building product for manufacturers. We allow process engineers to build apps and deploy them onto a manufacturing shop floor.Since app building is a creative process, and requires understanding of UI, logic and our no-code database, our customer questions tend to be complex- they are not easily answered by single knowledge base articles, and the possibilities for using our features are essentially endless.Has anyone come up with prompts that help Fin answer these types of questions?As an example, I have gotten pretty good results from adding this prompt to the “Other” category under guidance. It took a lot of trial and error.title: Assume complex answers requiredbody: If a customer asks a question that spans multiple features in our product, investigate each feature individually before returning a response. Your answers should comment on the review of each individua

Hi there! I’m trying to test a use case, but no luck so far, so I wanted o see if any of you tried something similar. Use case: I need Fin to override the user’s initial inquiry IF Fin detects a Health check issue on the user’s account. I have the data connector set up, and I added a When/If/then guidance. So far, this guidance is only triggered if the user asks a direct question about their account health status. Here’s a screenshot of the rule:  

I’ve noticed FIN closing some conversations because the user didn’t explicitly confirm escalation, even though the conditions for escalation were met. The rules I set were: Escalate if the user shows negative or neutral sentiment. Escalate when the user provides all required information. Escalate when the user requests escalation. The issue is that when a user provides all the information and FIN sends the escalation message “An agent will be with you soon,” it later follows with “Is there anything else I can help you with?”If the user responds with something like “No,” FIN ignores the first escalation message and treats the user’s “No” as a signal to close the chat. Instead of keeping the ticket open for an agent, it ends the conversation.

Hi everyone, We’re seeing Fin frequently sending a follow-up message after responses, like:“Did that answer your question?” / “Was this helpful?” In many cases it happens almost after every message, and it can feel repetitive for customers. Is there a way to control the frequency of this follow-up (reduce it, change when it appears, or disable it)? We’d like more control so it doesn’t trigger too often.

Hey Community,we have issues setting up Intercom AI so it solves different Topic automatically. Can you help us?For some reason FIN suddenly and randomly answers with wrong answers.We tried everything (with and without guidance,...) All the Content stayed the same and in the past FIN was super helpful. We are looking for an expert to help us automate different Topics in our Customer Support.Thank you in advance!

We’re going to stop using Fin AI. It’s a shame because the product itself is really good, but the pricing isn’t suited to marketplace business models like ours.With margins of around €1 per user per month (incl. VAT) and high volumes, the cost quickly becomes unsustainable.If possible, it would be great to share this feedback with your product teams internally — there’s likely a broader pricing vs. business model fit issue for marketplaces.

Has anyone experienced different responses when using batch test over preview? I feel like it does not have access to my full configuration like its persona. For example, I have renamed my Agent, but it will still refer to itself as Fin.

I would like to setup for all of 2026 for FIN give advance notice when a holiday office closure is approaching and then set proper expectations for human responses during the holiday.I don’t want to create a separate workflow for each holiday. Appreciate any suggestions, thanks.