Since it was in early beta we have been using the AI Summaries feature in our Intercom workspace and it’s proven to be a massive time-saver for our support team. Before this, whenever a teammate picked up a conversation after Fin handled it, they had to scroll through everything to understand what had already been covered. Now, Intercom generates a quick, clean summary at the point of handoff from Fin in an internal note.
It’s a small change with big impact—no more duplicated steps, no more “Let me check what’s already been said,” and a much smoother handoff between Fin and our human teammates.
How to enable it in your workspace:
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Go to your Workflows page
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Go to one of your existing triage workflows or create a new workflow
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In the path (or before) you are assigning to an inbox, add the “Add summary note” action
Done! The summaries will automatically appear as internal notes at this point in the workflow so when a teammate picks up the conversation, they have all the context they need to jump in and start helping the customer straight away
Bonus Tip: While this is especially useful when Fin is handing over a conversation, it is also powerful when an old conversation is reopened. When this happens teammates may have forgotten what happened in the conversation previously (or if a new teammate has the conversation), so with an AI Summary they can get quickly upto speed without the need for doom scrolling