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Fin AI Agent

Intercom’s breakthrough AI chatbot, built on GPT-4

  • 81 Topics
  • 208 Replies
81 Topics
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User1710New Participant
posted in Fin AI Agent
What is your Fin success rate?

Just out of curiosity, what is everyone’s resolution rate with Fin? We are just now implementing Fin AI for our bots and are trying to set realistic goals and expectations. Our manually created bots today deflect about 40-45% of chats without Fin, so hoping we can reach at least 60% deflection with Fin.

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Justin M12
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Ted NguyenNew Participant
asked in Fin AI Agent
FIN CSAT score

Hi everyone! If you are using FIN as the chatbot, I’m curious about what is the current CSAT score of your FIN profile. Ours is currently ~50%, and we are not really sure if it’s a good one. Thanks!

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Nur Nahid
Super User ✨
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Sunny RaiNew Participant
asked in Fin AI Agent
Fin Setting - Turn off "Talk to a person" option

Hi - We want our users to be able to interact with Fin but not give certain domains the option to “Talk to a person”. Is it possible to configure this? We are open to turning this off for all customers for now, if we can’t turn it off for specific customers

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JenniferSmith101213New Participant
asked in Fin AI Agent
Future Fin Capability

Will Fin ever have the ability to reply to a customer’s question with a screenshot or potentially a video? It is good at reviewing what we have and describing it but it would be very helpful to share the actual image (especially in a navigation question scenario).

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Paul Byrne
Intercom Team
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Will StanleyNew Participant
asked in Fin AI Agent
Confluence Folders and subfolders integration

Currently when syncing with Confluence, the only visible sources are those contained within ‘Pages’. Anything that’s in a folder or subfolder is hidden and so cannot be located and used for FIN or CoPilot. Is there a workaround for this that doesn’t mean we have to remove everything from the folders and have 1000 individual pages for our knowledge base? Has anyone found a workaround that isn’t too time consuming?

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Paul Byrne
Intercom Team
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Mary KolodgyNew Participant
asked in Fin AI Agent
How to stop fin from responding after conversation has been assigned to team member?

Hello, we currently have Fin turned on for our users. It is the first thing our users interact with, we do not have a fin workflow setup yet. Fin will respond first, then if the response was irrelevant or not helpful, a team member will jump in to reply and assign conversation to themselves, in hope that fin will stop responding. However, when the customer replies again, fin will respond again. Is there a way we can stop this from happening? Sequence: Customer messages Fin replies Team mate assigns conversation to themselves and replies Customer replies Fin replies again I know there is a setting that does not allow fin to ask follow questions, but if we disable that then we lose custom answers. Please advise.

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Ben_MNew Participant
asked in Fin AI Agent
Using Custom Actions as branching criteria

I am working on new Fin Tasks where I want to create a branches with conditions that are dependent on the results of a custom action. Can anyone help me understand how to build this? For example if a Custom Action returns [X] then follow this path, and if Custom Action returns [Y] follow a different branch

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Paul Byrne
Intercom Team
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Harry GardnerNew Participant
asked in Fin AI Agent
Advice Needed: Improving Fin AI Responses to Vague Queries

Hi there, We’ve implemented Fin AI (Chat and Email) on our support desk, and it’s been fantastic so far—it’s doing a great job handling first-line queries! 😊 However, we’ve noticed a challenge when a customer submits a vague message. Fin will respond with technically correct information, but it’s often not relevant to what the customer truly needs. I’m wondering if it’s possible to improve this by getting Fin to ask clarifying questions before responding. I’ve been advised to set up a new workflow where specific vague questions prompt Fin to ask follow-ups, but trying to predict and account for all the potential vague queries customers might come up with feels inefficient. Is there a better way to manage this? Any advice or insights you could share would be hugely appreciated! Thanks so much

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Tommy Mains
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Sujai ArakaliNew Participant
asked in Fin AI Agent
Any advice on using Fin for both internal company questions and external support?

Hi! I want to design a system where any employee can ask Fin questions and get answers based on our internal resources and customers can ask questions and get answers based on what’s in our help center. One idea was creating two help centers (one for employees and one for users) but looks like Fin can only be trained on one help center. Anyone have success with creating a system that uses Fin trained on two different knowledge bases to answer questions? Or other general thoughts about how to go about this? We use confluence for our internal resources and have a help center that we directly edit for customer questions. Also don’t want to add every single employee as an intercom user

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Tommy Mains
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VishalNew Participant
asked in Fin AI Agent
Issue related to "Fix grammar & spelling" feature

Hi, The feature of "Fix grammar & spelling" is handy, however, when the selected sentence is incomplete (not ended correctly), it does add the missing word and/or punctuation marks to the end of that sentence (Expected); but, it also prefixes the missing word/punctuation to the top of the text!!! Example: It changes "I can assist you in this" to "matterI can assist you in this matter."

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mateusz.leszkiewicz
Intercom Team
Joe Caffrey
Joe CaffreyActive User
posted in Fin AI Agent
Share your Guidance Prompts!

Would love to keep a thread going of what prompts are working for your teams, so we can generate some best practices across the community. 🙌🏻 Share away!

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Joe Caffrey
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Support @GreenlyNew Participant
asked in Fin AI Agent
When will FIN over API be released?

Hi! I am a software developer working at Greenly.We are already using Intercom for custom support, for months. We recently saw that Fin will soon be available over an API (https://bfy.intercom.com/ “06 - Fin over API”Can you give more information of when will this be available please? Best regards,Maxime Broussart

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Nathan Sudds
Top Expert ✨
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Dmitry V.New Participant
asked in Fin AI Agent
Fin knowledge in Q&A format

We have a large database of typical customer questions and answers. These come from a service desk that is not currently supported by Intercom. What is the best strategy to add this content to Fin Knowledge? There are too many entries to manually input them as snippets.We’re considering adding them as a PDFs, but we’re not sure how Fin will chunk the data—whether it might split Q&As incorrectly or merge unrelated entries. Is there any guidance on how to format the PDF, or an alternative way to upload the data in a Q&A format?

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conor
Innovator ✨
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Ploy TeansuwanNew Participant
asked in Fin AI Agent
[Q&A] FIN AI vs. Chatbot

Hello team! This maybe very normal question. Just would like to understand what are the differences between FIN AI and Chatbot please? In terms of how it can help to support customer service team We are looking to improve percentage of conversations which resolved by FIN AI. Also, percentage of improvement for conversations which closed by Chatbot as attached picture. To start with, I would like to get more understandings on how Chatbot can help the team to close conversation different from FIN AI please? Saw that percentage in report between FIN AI and Chatbot are separated. So I assumed that the way they work in the system on conversations are different? Moreover, if you have any suggestions/real practices about Intercom Chatbot improvement would you mind help to suggest. That would be really helpful on my end! Really appreciated :) Thank you in advance! Ploy

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Arthur Van DykeNew Participant
asked in Fin AI Agent
How do you improve your confirmed resolution rate?

Our confirmed resolution rate is between 6-7% usually and our assumed resolution rate is near 60%. Looking at the conversations, I would estimate that 1/3rd at least of the assumed resolutions represent a correct answer and our clients are just not clicking the “Yes that helped” button that would mark it as a confirmed resolution. My experience with bots is similar, I rarely give bots feedback, because I know its not human. Any tips or methods that you have tried that increase clients use of the confirmed resolution?

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Frederik Hofvander
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Production AINew Participant
asked in Fin AI Agent
Seeking Feedback on AI Automation Solutions for Intercom

Hi, We have been using Intercom for our customer support for several months now and we are exploring AI automation solutions. Initially, we built workflows to handle basic support tickets, but we quickly found this approach to be unsustainable, as it became burdensome to maintain and scale. We also tried Intercom Fin, which we found to be an improvement over workflows. However, it is quite expensive, occasionally provides incorrect answers, and struggles with more complex tickets. With Fin charging $1 per resolution and our support agents resolving tickets at about $0.66 each, we decided to explore alternative solutions. I was tasked with identifying a viable option, so I’ve reviewed nearly all the apps listed under the Automation category in the Intercom App Store. There are approximately 140 apps in the Automation category, and we focused on identifying those that can automatically respond to customer messages. From this list, we found over 20 apps that either offer or claim to offer

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Tommy Mains
Tommy MainsActive User
posted in Fin AI Agent
Did anyone else have a crash in deflection rate yesterday (February 25, 2025)?

Our deflection rate was 10-15 points below our average yesterday. It’s not the end of the world, but we’re typically very consistent. Was this a fluke or were there system bugs with Fin?

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ryan.parker
Intercom Team
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Ploy TeansuwanNew Participant
asked in Fin AI Agent
[Q&A] FIN AI Resolution rate vs. FIN AI Resolution (filtered "Team currently assigned")

Hi all, I’m new here and trying to improve the FIN AI resolution rate. However, I would like to understand why the extracted data is always shows 0% or not higher than 2% if FIN AI Resolution rate is filtered with "Team currently assigned" but shows 27% for FIN AI Resolution rate of the company We do have our CS team across countries using Intercom chat. As the extracted data, there are two resolution rates that we’re looking at 1.) FIN AI resolution rate of company as a whole 2.) FIN AI resolution rate with filtered “Team currently assigned” each countries’ CS team However, the data extracted are always different. For an example, latest company FIN AI resolution rate is 27% but if I filtered the FIN AI resolution rate with “Team currently assigned” and see data of CS team in each countries. The data always show as 0% and never higher than 2% Would anyone have an explanation about this please that why it is different? I’ve read about the definition in Intercom but still unsure if my th

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SamLewinNew Participant
asked in Fin AI Agent
FIN special directions for specific queries

Hi team, I’m looking into the possibility on FIN collecting information when a customer starts a live chat, and sets the Conversational Attribute to a certain value (‘I want to make a manual booking’). When this attribute has been selected, I’m envisioning that FIN will collect information from the customer and then pass over the compiled list of answers to an agent in the form of a ticket/a conversation, but with little need for the customer to reach out back and forth with the agent. For example: Customer starts chat Customer selects ‘I want to make a manual booking’. FIN answers, but because of Step 2, he has specific instructions to ask for the answers to a list of pre-determined questions (such as, ‘What is the name of the supplier, what dates, what room type, etc...’ FIN then thanks the customer and says that this will be booked for them ASAP, and we will reach out if we need anything else. For step 3, I am struggling to find where we would set up this list of questions that we k

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Julian Murray
Innovator ✨
Justin M12
Justin M12Active User
posted in Fin AI Agent
FINs Guidance Function - How are you using it?

FINs newest feature Guidance is now live in Beta? Are you using it? With such a new feature, that is possible the most powerful and complex, moved to Beta recently I’d love to hear how many of you are using it and how you are all finding it? Lets try share tops tips in the below, so we can all learn from each other. Examples of how you are using it What's working well What's not doing what you expect Anything else that is good to know

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Paul Byrne
Intercom Team
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Jihan JavierNew Participant
asked in Fin AI Agent
Train FIN for more scenario based questions?

Is there a way to train FIN for more scenario based questions. Our customers have different use cases for our product and it would be very helpful if we can train fin to help answer scenario based questions.

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EB1901New Participant
asked in Fin AI Agent
How to exclude spam/marketing emails from Fin for email

Hi! I'm currently in the process of setting up Fin for email. As we'd like to offer personalized (Human) Customer Support to our Users, I want to set up Fin for email for Leads. However, 56% of our emails sent by Leads are spam/marketing messages, and I don't want to be charged for all these emails. In related topics (How to avoid Fin trying to offer solutions to marketing emails and other spam?) I see that other users tag these emails and exclude them from Fin's audience. However, I'm not sure how to identify these emails as such so I can set up my workflows and give them a tag. Does anyone have some advice? 🙏 Thanks in advance!

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Sera SmithNew Participant
asked in Fin AI Agent
Can I feed a excel sheet to Fin

Can Fin read data from my excel sheet or Google sheet and answer user question? I tried to add the google sheet as webpage for Fin content, but it shows error.

665
Nathan Sudds
Top Expert ✨
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Henrik LeneriusNew Participant
asked in Fin AI Agent
How to avoid Fin trying to offer solutions to marketing emails and other spam?

We’re trying out Fin for email conversations. One issue that I imagine is not unique to us is that we get quite a lot of marketing mails to our support@ and hello@ emails. And now when we do, Fin treats that as a customer needing some help. I’m not sure this is a huge issue, other than the fact that Intercom will charge us for each such case since the Fin response will go unanswered and eventually he’ll close the case and considered it “assumed resolved” 💸 Has anyone figured out a good way to manage this kind of inbound “spam” that ends up with Fin?

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Richard FoxworthyConnector
asked in Fin AI Agent
Make Fin ignore specific emails

We sometimes receive auto-generated structured emails to our support inbox. These emails represent a request to doa. specific action for a cusotmer, not a gerneral qurestion. How can we instruct Fin to ignore specific emails which can be identified from fixed templated body team, and will also include a fixed text string in every subject line?

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Nathan Sudds
Top Expert ✨
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