When Fin identifies that a conversation needs a specific person, I want it to be able to add that person into the conversation directly, with the thread continuing over email outside of Intercom. Fin makes the introduction, the customer and my colleague are both on the thread, and they carry on together from there.
Think of it as Fin brokering a warm handoff: "I've looped in Hannah from our team, she'll take it from here" and from that point it's a normal email thread between the lead and Hannah, with the conversation history attached.
Our use case
New business leads come through Fin on our help centre. We've set up a procedure so Fin collects the lead's name, email and company. The person who follows up is a BDR who works out of email, not Intercom.
What we want is simple: Fin finishes qualifying, adds the BDR into the conversation, and the whole thing continues as an email thread between the lead and the BDR. No copy-pasting details, no relay through another team, no dead end where the lead is told "someone will be in touch."
Today that handoff isn't possible. Conversations can only be assigned or mentioned inside Intercom, and notifications only reach Slack channels or Intercom users. The conversation can't leave the platform with a new human participant on it.
What we're not asking for
- Not Fin for Sales. Our account manager has already advised our inbound lead volume doesn't justify setting it up, and we agree. This isn't a qualification or playbook problem, it's a handoff problem, and it applies beyond sales: finance, legal, and partner contacts all sit outside Intercom too.
- Not a notification. An FYI email about the conversation still leaves the lead sitting in a closed chat. We want the person added into the conversation so it continues with them on it.