Fin

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:

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. 

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:  

Hi everyone,We’re using Fin with an escalation rule that hands the conversation off to a human when certain conditions are met.Right now, when escalation triggers, Fin sends the customer a fixed handoff message that repeats word-for-word across conversations. The phrasing doesn’t match our support tone of voice, and it feels robotic.Is there a way to control or customize the customer-facing text that Fin sends at the moment of escalation/handoff?  

I want to establish a consistent daily ritual where I review Fin AI performance and make meaningful updates (I currently make content updates based on Fin AI DSAT ratings).  I’ve already seen this post.What Intercom features do folks use in their daily maintenance of Fin? How much time do you spend on this daily? Looking for ideas!  I still do sprints outside of the daily routine to explore certain Intercom features, so this would be in addition to that.

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.

I’m looking for best practices on how concrete service companies such as AMC Concrete can manage customer communication more effectively during residential and commercial projects.What tools or workflows work best for handling client inquiries, project schedules, progress updates, pricing clarity, and post-project follow-ups without putting extra pressure on the team?

We are a SaaS environment where FIN supports two separate products that are able to be connected to one another.  We are working with audience content targeting and other documentation flows and guidance to ensure the proper resources and content are sourced for the correct inquiries.  We’ve also had issues where changes were implemented before we were able to ALL sourced content updated, and instruction was given that couldn’t be followed. Has anyone come up with a way to track conversations that specifically are giving information the customer is unable to follow?Current Idea going over this afternoon is to make an attribute, and have the key words and things often asked include “its not there” “i’m unable to do that” “that is missing for me” and other example statements we’ve seen in chat, and have that be a specific attribute used in an escalation guidance, and get those customers to reps to verify their environment. But would also then be able to get rep

Hi community, I'm trying to set up Fin to provide different responses to different audiences using audience-targeted Snippets, but Fin is completely ignoring them and not using them at all. What I've configured:• Created specific Audiences based on user attributes • Created Snippets with different content for each audience• Assigned the appropriate Audience to each Snippet using Audience Targeting• Verified that users match the correct Audience criteriaThe problem:Fin is NOT accessing the audience-specific Snippets at all - it completely ignores them and uses general content or other articles instead. Even when the Snippet is perfectly relevant to the question and targeted to the correct audience, Fin doesn't use it.Context:We're a fintech company with complex financial products. It's critical for us to have a SCALABLE solution that ens

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? 

Earlier, under Fin AI Agent → Train → Content, there was a Custom Answers tab within Content Sources, where I had added several custom answers.I no longer see the Custom Answers option in this section.Could you please clarify: How can I access the custom answers that were previously added? Are these existing custom answers still being used to train the AI agent? What is the current process for adding new custom answers?

I would love to have an option to involve in only for collecting conversation Attributes. Right now it is not possible and any workaround works.  Even if I create a special tag/inbox for collecting attributes Fin must be involved which means even if it meet the escalation rule, it will reply that the conversation has been passed on. I would like Fin working in the background, collecting attributes from ALL conversations.  Maybe managing the Fin’s steps (in Let Fin handle nod in workflows) would be a solution. I mean turning off using content, guidances and leaving just collecting attributes would do the trick.  

Is there a way to mark a question as a test when checking if Fin AI agent is responding as expected after changing guidance? I have had members of my team ask various questions after uploading a “source of truth” to the knowledge base to ensure Fin is responding correctly. Some of these are marked as resolved and others are just sitting in our inbox as unassigned, and I don’t want to mark them as resolved if that is going to create a charge for a test rather than a true customer issue resolution. 

Hi all,Have you ever configure FIN to offer a clear choice: "Ask Fin" vs. "Leave a message"? here is an fake image of my vision/needs Cheers!  

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

When I checked the Japanese inquiries in Fin AI's Performance, I found that all the content is displayed in English even though customers wrote in Japanese. Can you change it to as it was written?Also, could you add a feature to filter and select only Japanese customers?When I search in Japanese in the content from Knowledge, the relevant items do not appear in the results. As my customers use only Japanese, I would really appreciate if you could solve this issue. Thank you.

I am currently setting up the Fin AI Agent. I have a question regarding the "Talk to a human" flow.When a user triggers the handoff to a human agent, how are the notifications handled for the assignee (or the team inbox)? Does the assignee receive an immediate email notification? Is it purely an in-app notification/browser push? I want to ensure that when the AI hands the conversation over, our support team is alerted immediately, even if they aren't staring at the Intercom dashboard.Thanks in advance!

Today we noticed an issue with Fin failing to respond to tickets. There have been no changes to the workflow but for whatever reason it just hasn’t responded to queries. We noticed the increase in FRT and drop in involvement but looking back we are almost certain this has happened before. It appears to be intermittent and no real obvious answer but curious if anyone else has experienced this and how you resolved. 

Issues:Once you add a content to a missing one and create either a snippet or article from it- you can never go back or see an audit trail of what you have actually done.    There is no list anywhere where you can see which content gaps you have actually optimized. We would like to store them somewhere which them might be helpful for configuting another area   Once you add the content and hit save, it opens the next suggestion instead of taking you back to the Optimize page, this is quite confusing and unrelated from what you were doing.    No export buttons anywhere   There is a table where they give percentages of conversations, but you can not clic

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!

My company is anxiously awaiting the ability to access Fin through a channel API in our own bespoke messenger. Are any of you already doing something similar? If so, how’s that going?

Hi Community! We are still newish to Intercom, launching in earnest in April of 2025, and have been slow-rolling it out to our users. We currently have Fin enabled for ~100 of our customers, with plans to double, then triple that number in the upcoming weeks.Overall, Intercom has been great and Fin is performing even better than our initial expectations. That said, the one reoccurring issue we continue to see is users shortcuttong/circumventing Fin--when the chat starts, their first question is “Talk to a person” or “create a case,” and since Fin is frictionless, he will not fight them and defers to the case handover process (we use ServiceCloud). Issue is, since no question or context is present, none of the AI-detection fields fill in, and the case just is sent to a ‘triage’ queue until our reception team can reach out to determine what the users’ question/issue was so they can then place them into the correct Support queue (we do not currently offer live-cha

Fin is connected to my work Instagram business page. A follower recently tagged me in a story (which I received as a DM), and Fin is answering that DM. How do I stop that from happening?