Fin Tips and Best Practices

If you've been using Intercom’s Fin AI agent for a while, you'll remember when Tasks were the way to control how Fin behaved. Procedures have changed the game — but not everyone's had the chance to get their head around what's actually different and why it matters.In this live session, we're cutting through the noise and looking at exactly what's new with Fin Procedures: how they work, how they compare to the old Tasks setup, and what this means for your AI support strategy going forward.This one's for support leaders and CX teams who are actively using Fin with Tasks, and want to get ahead by planning for Procedures.You can join via LinkedIn or via YouTube.

Hello everyone! 🇬🇧  I’ve got some cracking news to share with you all today. I’m officially launching a brand-new series of video tutorials here in the Intercommunity: Fin: Industry. The goal is simple: instead of talking about AI in the abstract, I’m going to show you exactly how to build and deploy Fin for specific, high-pressure sectors. This is a continuous series, so keep your eyes peeled for more coming your way! Episode 1: The Gambling Industry & Live Sports Data ⚽️🏇 In this first video, we’re diving into the fast-paced world of gambling. I explain how you can take Fin to the next level by connecting it to live sports data. Why is this a game-changer? In gambling, information is everything. If

Recently we made a small change with a big impact in our Intercom workspace. We’ve now enabled Fin to re-engage customers if their conversation hasn’t been picked up yet. After a set wait time, Fin checks back in: “While you're waiting, would you like to chat with me (Fin AI Agent)?” If the customer says yes, Fin will attempt to resolve the customers issue. If not, the conversation stays right where it is in the team queue. Why this matters?Because it’s a game-changer for speed and efficiency. We’re seeing more conversations resolved automatically, fewer customers waiting around, and less work piling up for the team. How to enable it in your workspace: Go to your Workflows page Create a new workflow using the If teammate has been unresponsive trigger In your audience rules select the team inbox(es) you want this to fire in,

You can use AI tools like Claude or ChatGPT to: Repurpose internal content: Quickly convert internal documents and product updates into customer-friendly Help Center articles. Review and rewrite: Rephrase content to match customer language. Ensure proper formatting (headers, bullet points, etc.). Clarify ambiguous terms.  Using AI tools works really well if you create a style guide with the structure, formatting, tone of voice, and template you'd

Hi Intercom team 👋,I’m currently setting up our Help Center and testing different layouts for the collections.At the moment, in the Grid layout, the collection icon is always displayed above the collection title. I’d like to achieve a layout where the icon is positioned to the left of the title, similar to a horizontal “card” or list-style layout, while still keeping a clean, visual overview of collections.I know it’s possible because I saw it on a help center made with Intercom. I’ve tested:Grid, List, and Minimal layouts Different icon formats and sizes (PNG, SVG, high resolution) Various Help Center customization settingsHowever, I couldn’t find any option to:change the icon position (top vs left) control the structure of collection cards beyond the default layoutsMy questions are:Is the icon position for Help Center collections fixed by design? Is there a

I’ve had great success over the last three weeks feeding Fin Conversation Transcripts that have a negative CX score, to our other internal AI chat tools, and working to improve Fin AI Agent immensely. (Our Fin Ai Agent Resolution rate has increase by 6% up to 54%+ over the past four weeks. 💪🏼The setup:Build a custom report that pulls Fin AI Agent conversations where the CX score was 1, 2 or 3. Pull transcripts for the conversations each week Train our internal AI Agent on all of the info it needs to guide me best What tools I have to train this Fin AI Agent (All different Guidance, categories Communication settings, etc) Trained on all of our products using both the Help Center that Fin uses, and our full internal knowledge base with even deeper product info and knowledge.  The Prompting:Next, I iterated on a good prompt that works smooth, and scales. I started out

One thing we have been looking to do for a while is give fin access to simple status lookups for policies where payment is pending. The issue we are currently facing is that payment takes 3-5 business days to post on our platform (no clue why) however i have access to a running PowerBI report from accounting that contains policy numbers and also flags when a payment has been submitted almost immediately. the flags operate as a simple yes/no and would greatly decrease the amount of inquiries we get about payment status. essentially all of our workflows require that the retailer give us the policy number up front so matching wouldnt be a big problem. unfortunately our development team is spread thin so im really just trying to hack together a solution as proof of concept that we can get fin access to this data. ive done some work with data connectors successfully but this isnt in my wheelhouse. im wondering if theres any sort of integration/apps in intercom that could make my life eas

Hi everyone! Just sharing you a short success story when I helped a business owner integrate Fin AI to her Facebook Online Shop. Plus, I added some tips in the later part."Totus Tuus Shop" is a small business that was struggling to manage a high volume of repetitive product and order inquiries on Facebook Messenger. The owner needed a way to automate sales without losing the personal touch of her brand.By applying the Fin QA Flywheel→ Analyze, Train, Test, and Deploy—I built a system that transformed her inbox. Seeing the workflow handle a full customer journey, from "What's the price?" to "Here is my shipping address," gave the owner the confidence and consideration to fully implement Intercom in her shop. **Please see the attachment bel

Hey Intercom-Community.I would like to turn off Fin answers for group conversations, where our customers customer, our customer and our support are in a group conversation. I know that Fin will provide an inital answer based on the incoming E-Mail. After that inital answer, I’d like Fin to stop responsing to any more incoming Mails. Has anybody set up a workflow/conversation attribute/something that might solve this issue?Thanks for your input!Best, P

Hi everyone!Hope this isn’t too off-topic. 🙂I recently discovered that it’s possible to connect Intercom directly to ChatGPT (at least with a Business license), and I’m really curious to hear how others, especially smaller support teams like ours, are using it to save time and work more efficiently.I haven’t had much time to dive deep yet, but I’ve started experimenting. So far, I’ve used the connector to scan recent conversations and surface common feedback patterns or recurring issues. I’ve also used it to gather feedback on specific topics. Another helpful use case has been content updates: when we launch a new feature, I can ask ChatGPT to review our help articles and point out where information needs to be updated.I’d love to hear how others are using the Intercom → ChatGPT connection. Any workflows, prompts, or clever tricks you’d recommend?

 Most teams switch on Fin and hope for the best. The best teams build a ritual.In this episode of Support Stack, Conor Pendergrast (CustomerSuccess.cx) and Jen Weaver (Supportman) show you how just 15 minutes a day reviewing Fin’s conversations can transform your AI performance and customer outcomes.What you’ll learn in this episode:🔍 Where to find the conversations Fin couldn’t resolve🛠 How to turn those conversations into better answers with snippets and articles⚖️ Why snippet sprawl is a hidden risk — and how to avoid it📈 The habits that help Fin (and your team) get smarter every dayIf you’re using Intercom and want to get serious about AI-powered support, this conversation will give you practical steps you can use immediately.Subscribe for more behind-the-scenes looks at how real teams are making Intercom wor

 Guessing where to improve Fin wastes time. Topics Explorer shows you the exact conversations where Fin struggles so you can fix what matters first. In this Support Stack episode, Jen Weaver (Tettra) and Conor Pendergrast (CustomerSuccess.cx) walk through:Selecting the right scope and metric to surface real opportunities Generating a Testing Group from past conversations by topic Rating answers with keyboard shortcuts and product-expert notes Deciding whether the fix is content (articles/snippets), data (attributes/connectors), or actions (Fin Tasks) Preventing wrong-product answers by pushing the right user attributes into Intercom and guiding Fin accordinglyYou’ll see a real example where a new product area had a low resolution rate due to thin documentation and missing signals. We show how to diagnose i

Tired of getting customer messages that just say “It’s broken”? In this episode of Support Stack, Jen Weaver from Supportman shows Conor Pendergrast (CustomerSuccess.cx) exactly how they trained Fin to clarify error details before the ticket ever hits an agent.We go behind the scenes in Intercom’s Fin guidance settings so you can see the wording, the workflow, and the real impact this setup has on reducing back-and-forth.Practical, real-world Intercom examples — no theory, no fluff. 

 What changed when Pupil Progress pushed Intercom’s Fin to the front of their support flow and rewrote their help centre for humans and AI? In this episode of Support Stack,  Conor Pendergrast (CustomerSuccess.cx) interviews Tobi Davis (Head of Customer Experience, Pupil Progress) about how Tobi’s team lifted Fin’s resolution rate from ~55% to ~75% in about two months, and why it now holds steady at 75–80% weekly. You’ll learn: Why going AI-first with a clear “talk to a human” option lets users self-select the path they want How to rewrite your help centre for two audiences: people and Fin The role of audiences and attributes so answers change by role, subject or context When to use custom answers, snippets and narrow articles for precise guidance Why they focused on content and

Discover  how to Use Fin Attributes for Escalations in Workflows & Tasks from Intercom Community Top Expert ​@Nathan Sudds 💡  

📊  When Your Data Doesn’t Tell the TruthHow Fin’s AI Categorization Turned Messy Data into Clarity Every CX or ops leader knows the feeling. You pull up a report, and at first glance the numbers look fine. But something feels off. The story in the charts doesn’t line up with the reality on the floor. The problem isn’t the report—it’s the tags feeding it. When tagging is inconsistent, the data turns unreliable. And unreliable data makes reports lie. That was the bind this team found itself in. They needed to spot product issues early—like which models were most likely to crack, which parts kept showing up damaged or missing, or which shippers were the least reliable. With that kind of clarity, they could protect revenue, get ahead of problems, and spare customers unnecessary pain. But with inconsistent tags, they weren’t seeing the full picture. The pivot: Stop Wrestling with Tags. Start Tracking Reality 🔁 Here’s th

Hey everyone — curious to learn from other teams here!We’re building out a Case Closure Data Model as part of our Intercom + Fin AI rollout, with the goal of turning every resolved ticket into AI-ready data for automation, prevention, and knowledge training.Our current thinking includes adding structured closure fields like: Technology / Sub-Technology Problem Code / Resolution Action / Root Cause Repeatability / Escalation / Customer Effort KB Linked The intent is to improve data quality, reduce “Other” categories, and help Fin identify repeatable automation candidates over time.I’d love to hear how others are approaching case hygiene at closure: Which closure fields have been most valuable for your AI or reporting goals? How do you

This Fin Task was designed to help customers quickly understand whether an issue they’re experiencing is related to a known incident, without needing to contact support directly. The goal was to make it feel fast, human, and reassuring while surfacing relevant technical information from our infrastructure. 🌍 Step 1: Detect the Customer’s Hosting RegionWe start by detecting the customer’s data hosting region, which is stored as a company-level attribute in Intercom. This attribute is critical — it allows the task to tailor its response and status checks to where the customer's workspace is hosted.Regions we support include:

When using collapsible sections in your articles, consider repeating the core question of your FAQ (Frequently Asked Question) within the answer itself.  This significantly helps AI agents like Fin more accurately find and utilize the relevant content for their answers. It's a handy trick to optimize your FAQ sections for better AI performance!