We are not using Fin anywhere in our product and are not currently interested in implementing it. It’s never been integrated into a workflow and I have never manually turned it on. From our customer’s help chat perspective, they are seeing the following header on the chatbox:
It happens when the agent they are speaking to goes idle or if the user clicks on a conversation that was previously closed. Why does this show up? I need to remove this. Our product’s customers have no idea what “Fin” is. I also don’t know what “The team can also help” means.
Any help would be so appreciated! Thanks
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Hi @Soniak,
That message shows up because Fin is enabled by default in some workspaces, even if you haven’t actively set it up. When an agent goes idle or the conversation is reopened, Intercom may automatically show Fin as a fallback responder, especially if Fin is toggled on at a global level.
Here’s how to remove it:
Go to Settings → Fin AI
Look for the "Turn off Fin" or similar toggle at the top and disable it completely
You can also check Workflow settings in case Fin is accidentally set as a responder there
After turning it off, the Fin label and that message ("The team can also help") should no longer appear in the chat header.
Anything related to Fin would be located exactly on this page. It’s possible that you have Fin activated through the “Simple deploy” workflow and you might need to deactivate it there.
If anything is showing in the “Advanced deploy with workflow” section then you are using Fin somewhere in the normal workflows.
As for “the team can also help”, it’s for telling your customers that they are talking to an AI agent and that they can request to talk to a human.
Thank you for your responses, @Steeve Cayla and @Nur Nahid !
Fin is not live for Chat and Email:
@Nur Nahid - for the instruction “Look for the "Turn off Fin" or similar toggle at the top and disable it completely”. I cant find any button like this. Can you share an image of where it is?
I did notice this. I’m struggling to turn off AI Agent for our knowledgebase. This is the only place I see any sort of feedback that Fin might be “on”.
@Soniak there is no turn Fin off button, don’t look for it -
As you can see from your screenshot, you don’t have Fin activated at all as it’s allowing you to try it for 14 days.
Also, it does not really matter whether your Knowledge base articles are activated for Fin or not. This is just about what content Fin would feed from if it was enabled.
I would suggest that when a workflow isn’t assigning anything to a particular team, or when a conversation isn’t assigned yet, then the “bot” that is allowing the customer to choose between options etc is actually Fin. This has nothing to do with the AI.
You can change its identity here, to make it more comfortable for you and your customers in that case. Bear in mind that this is also what is going to be “auto-responding” to emails being received on your workspace.
As you can see from this link, the first option is to define the identity for Fin or workflow bot.
Thanks for your reply, @Steeve Cayla! :)
I’m sorry, I’m not sure I understand. We don’t have any workflows in place that keep an interaction from being assigned to a particular team. Every message/email goes directly to a default inbox. I’m not sure what “allowing the customer to choose between options “ means. Every interaction is directly addressed by a human support agent.
Usually, when a user clicks “Send us a message”, it’ll give a default support agent photo + company name and not say Fin. I can’t figure out what triggered “Fin” to show up. From my understanding, we don’t have any automations set up.
@Soniak without seeing your workspace it is a little bit hard for me to know or to explain.
Usually you should have workflows that assign the conversations to your teams or teammates.
Do you have anything that is turned ON in any of those sections? By default there are a few ON. There are 2 sections at the top: Leads and Users. Check them both.
But that’s mostly it. If a workflow (whichever it is) is handling a customer request, depending on the assignment it will either be Fin or a team/teammate being shown in the messenger.
Hi Everyone,
Thank you for all your help in helping resolve this. I was able to chat with Intercom support and these instructions worked for me!
“The reason Fin appears as a support agent in the Messenger, even when not enabled, is due to the Messenger settings. If "Set AI Agent expectations" is enabled, the Messenger will display Fin's avatar and the subtext "AI Agent and team can help," regardless of whether Fin is actively enabled in workflows.
To resolve this:
Go to Settings > Channels > Messenger > Conversations > With Fin.
Change the setting from "Set AI Agent expectations" to "Match teammate expectations."
This will remove Fin from the Messenger profile and display only the standard teammate messaging.”
