Fin FAQs

Fin doesn't read your knowledge base the way a person does. It reads structure, tags, and outcomes. Get those wrong during migration, and resolution rate suffers from day one — even if every article technically "moved."Across Intercom's customer base, Fin averages a 67% resolution rate. Top-performing teams hit 80% or higher. The gap between those two numbers usually comes down to migration quality, not the model.How Fin actually reads your knowledge baseFin doesn't treat your help center as a flat pile of articles. It uses hierarchy — Collection, Section, Article — to understand scope and context before it answers.Most help desks only support a three-level structure. Intercom allows a simplified Collection > Article path with no Section in between. That's fine natively. It's a problem in migration: if your source platform's categories don't map cleanly onto that structure, a migration tool has to guess, usually by dropping orphaned articles into a default folder. That default bucke

Hi all,Whenever Fin escalates a conversation to our Customer Support team, it automatically sends its own handoff message to the customer (something like "A colleague from our support team will take a look..."). We can't find any setting to turn this off or customize the wording — it just fires every time an escalation happens.Has anyone found a way to disable this, or at least edit the copy? We'd like more control over what gets sent at the handoff point.Any pointers would be much appreciated — this is fairly urgent for us right now.Thanks in advance!

Hi, I am able to embed how-to videos or guides in our help documentation pages. Can Fin automatically pick these videos and guides and show them in its answers? Is it possible today? 

I'm working on a Nintendo-focused gaming website called TomodachiLifeROM, where I publish game guides, 3D-related content, and tutorials.I'm considering using Intercom to improve the support experience for visitors and would appreciate some advice.My questions are:What's the best way to organize a Help Center for gaming-related content? Can AI automatically recommend relevant articles based on what a visitor is asking? How do you reduce repetitive support questions with chatbots or workflows? Is it possible to guide users to the correct game guide or FAQ before they contact support? Any best practices for websites with a large library of gaming articles and tutorials?I'd love to hear how others use Intercom for content-heavy websites and any recommendations you have.

Hi Intercom team,I’m integrating @intercom/intercom-react-native into a React Native 0.81.4 + Expo (prebuild) Android app, and I’m seeing an issue where new messages are not delivered while the Intercom conversation screen is open. They only appear after I navigate away and come back.What I’m seeingI open the Intercom Messenger from my app (using Intercom.present()). I start a conversation and stay on that conversation screen. From the Intercom workspace, I send a reply to that user. Nothing appears in the conversation UI while I stay on this screen. If I: go back to the previous screen and reopen the Messenger, or sometimes background and foreground the app then I suddenly see the new messages. So it looks like the real-time updates / polling are not happening while the conversation screen is active.Setup detailsReact Native: 0.81.4 Expo: managed workflow with expo prebuild Library: @intercom/intercom-react-native 9.8.0 Platform: tested on Android (real device)Region: USapp.json plu

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 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!

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-chat support). We’ve bounced

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?

Hello,I want to add Intercom remote MCP to an AI agent. How do I add my callback URI to the allow list for the remote MCP?Thanking in anticipation.

i was trying to create an account but after signing up i got this 403 Forbidden: Workspace Suspended

My teammates reported an issue with a Fin response that stemmed from a Guidance prompt that was never enabled. I spent lots of time testing our active prompts before opening the prompt that isn’t enabled. That prompt is where Fin was pulling from; I had to delete the prompt entirely so Fin wouldn’t use it. How can I ensure that draft prompts are not being used in the background? 

I was testing Fin’s email response for a tracking-related question. It’s connected to our company API to pull live tracking data, and while the information it returned was accurate, the email took nearly an hour to arrive.Is this kind of delay normal? Is there a way to configure Fin to send the email response immediately after retrieving the requested information? 

Hi Intercom Community,I’m exploring how to integrate Fin AI Agent into custom workflows for a small business to automate customer support. Any tips for setting this up efficiently?Details:Setup: Small business owner, using Intercom’s Inbox and Fin AI Agent on a WordPress site (2025). Handling ~100 customer queries weekly. Context: Following Intercom’s Fin setup guide, I’ve enabled Fin to answer FAQs, but want to tailor it for custom workflows (e.g., escalating complex queries to team, triggering follow-ups). Steps Tried: Configured Fin to pull from help center articles. Set up basic rules to route unresolved queries to the Inbox. Tested custom attributes for user segmentation, but struggling with seamless workflow integration. Goal: Automate 50% of queries with Fin while ensuring smooth handoffs to human agents for complex issues.Questions:What strategies do you use to integrate Fin with custom workflows? How do you configure rules or attributes to balance automation and human suppo

Our platform includes a large hotel inventory that expands on a daily basis.Is there a way for Fin to receive a request for a certain hotel (e.g. Atlanta Marriott Suites Midtown) to be added to our platform’s inventory, find that hotel’s information through a third-party search, and create that hotel profile inside our platform?TIA!

We are looking to utilize FIN in creating hotel profiles on our platform. This would require FIN to pull certain information from external sources and use that information to create content on our platform. Are these features that FIN offers? TIA!

My org would like to explore getting Fin in front of calls/emails. What resources should I consume before surfacing a request for consultation on our specific use case? Is it trustworthy? What are the hallucination implications? 

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 

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

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

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 at1.) FIN AI resolution rate of company as a whole2.) 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 thou

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.