Deploy Fin

Hi all! Long-time listener, first-time caller 🙃I’m Eamon, and I lead Customer Ops at Playground. We’re exploring expanding our support channels to include video calls (e.g. Zoom).We serve daycare providers, who are often short on time and not always deeply tech-proficient. We’re thinking video could be a more effective way to handle “How do I…?” questions - offering a more immersive, high-touch experience that helps them get unstuck quickly.I’d love to hear from anyone who has rolled out higher-touch channels like phone or video: What worked well? What didn’t? Anything you’d do differently? How did you position it alongside chat/email? If you’ve had success here, I’d really appreciate the chance to learn from you. Thanks in advance!

Hi All, We are attempting to use the Fin overlay on Zendesk Messaging. During several live deployment tests, we found that a quarter of our users are showing as ‘unrecognized’ which creates a duplicate profile in Zendesk. This wasn’t a problem when using Zendesk Messaging independently (no Fin overlay) We haven’t changed anything with our Zendesk Messaging widget authentication (JWT) Example code was reviewed and found to be functioning correctly per Fin and Zendesk SupportHas anyone else faced this issue and found a resolution? The duplicate profiles cause more work for agents to merge and impact our reporting if the profiles aren’t tied together. Thanks!

 In today’s fast-paced digital landscape, enterprises face an increasing number of cyber threats targeting networks, applications, and sensitive data. While traditional cybersecurity solutions such as firewalls, endpoint protection, and intrusion detection systems form the foundation of security, they are not always sufficient to defend against sophisticated, evolving attacks. To maximize protection, enterprises often combine these solutions with professional Managed cybersecurity service, creating a holistic and proactive security framework.Cybersecurity solutions provide real-time defense mechanisms, threat intelligence, and automated responses to known risks. However, they can be limited in addressing zero-day vulnerabilitie

We are currently attempting to test deployment of Fin for Zendesk Messaging and are encountering some issues where the Zendesk messaging widget is blank. We have tried multiple audience configurations with no luck.Why is the widget blank despite seemingly meeting the audience conditions and the deployment of Fin being live? Example of a conversation log in Fin of this:   When someone does not match the audience for Fin, shouldn’t they still experience the Zendesk Messenger/AI Bot or are they completely locked out of any messaging experience?

Using the FIN workflow, I’d like to trigger a bot survey using a URL. I’d also want some metadata passed over from FIN through the URL to our survey tool. How can I accomplish this?  Metadata examples:-FIN Conversation ID-Category

Our company offers software which contains databases our end users need for their work. The databases sometimes use difficult terminology that is hard to interpret for our users. In an attempt to improve the ‘readability’ of the databases, I have recently uploaded a bunch of ‘metadata’ associated with the most used databases in our software - breaking FIN as a result.Prior to starting the upload December 2025, I had contact multiple times with my Intercom account manager to determine the ‘optimal’ way to upload a large amount of qualitative (text) data to Intercom. The data on our end originally is stored in JSON format - a format we can’t directly upload directly to Intercom. After some discussions, we opted to split the JSON file into smaller .txt files, which we manually uploaded as ‘snippets’ to Intercom. We have spent a considerable amount of time setting this up. Now the system is ‘stuck’ since Christmas 2025, with no viable solution yet in place. No new content we uplo

It would be extremely helpful if agents could give Fin instructions directly inside an ongoing conversation, without having to update global content or wait for retraining.ExampleAn agent could write internal instructions like:    •    updated information    •    temporary notes    •    clarifications    •    corrections…and Fin would immediately apply these instructions and continue the conversation with the customer using the updated information.Why this matters    •    Allows quick corrections when Fin is about to provide wrong or outdated information    •    Enables real-time steering of AI responses without agent replies    •    Especially useful for temporary changes (e.g. delivery delays, special cases, exceptions)This would make Fin far more flexible and safer to use in live support situations.

I’ve seen a consensus online that it should be very clear for customers they can say “talk to person” at anytime during the conversation to get connect to a human. This builds trust with them, but I’m curious how folks have been doing this.  We used to put it at the very beginning of conversations, but its unclear if that was effective and customers saw it. How do ya’ll do this? Open to all and any suggestions. 

Hi! We just set up intercom/slack connection which is very awesome! We don’t yet want Fin replying, and I have turned off all Fin workflows.  But, I can’t stop Fin from posting response times in slack threads in our community.  I can’t work out how to turn this off.  Any ideas?  Thanks Matt  

Hi everyone, I am Raghav Hinduja Swiss (Switzerland) based IT-professional. I’m trying to export all user IDs and related user data from Intercom using the API. I’ve looked at the docs but I’m not sure about the most efficient approach, especially for large datasets. Has anyone done this before? I’d love to hear your suggestions

Hey Community,we have issues setting up Intercom AI so it solves different Topic automatically. Can you help us?For some reason FIN suddenly and randomly answers with wrong answers.We tried everything (with and without guidance,...) All the Content stayed the same and in the past FIN was super helpful. We are looking for an expert to help us automate different Topics in our Customer Support.Thank you in advance!

We’re going to stop using Fin AI. It’s a shame because the product itself is really good, but the pricing isn’t suited to marketplace business models like ours.With margins of around €1 per user per month (incl. VAT) and high volumes, the cost quickly becomes unsustainable.If possible, it would be great to share this feedback with your product teams internally — there’s likely a broader pricing vs. business model fit issue for marketplaces.

Hi all,Have you ever configure FIN to offer a clear choice: "Ask Fin" vs. "Leave a message"? here is an fake image of my vision/needs Cheers!  

We have setup intercom as our helpdesk for our Shopify ecommerce business. Customers who are logged in to their shopify account are getting excellent replies from FIN, with order information etc. But when a customer chats to FIN and they are not logged in, they only get generic knowledge center information. What is the best workflow / solution to make sure Visitors log into shopify before chatting?Can FIN prompt the user to log in at the start of a visitor chat? Can FIN authenticate the user just with the email / order number? We’re also looking for someone to review our whole setup and offer some improvements, please get in touch if you can help us out. Thanks! Scott 

Hi all, we’re pretty new to Fin AI & chatbot setup in general, so we might be missing something, however, I’m seeing massive differences in how Fin responds to questions in the Preview environment versus the actual live environment on our website.As an example – one of our users asked a fairly basic question about our service, and Fin AI responded with “Sorry, I couldn’t find information related to your question.” However, when I pasted the same question into the Fin AI preview (logged in as an organizational user within the Intercom admin dashboard), it returned a comprehensive response and fully answered the user’s question.Currently, we have Fin AI enabled for all Users, Leads, and Visitors via Intercom Messenger only, and have it trained on all of our published support articles, as prompted via the Simple Deploy process.I’ve scoured all available Fin AI settings within Intercom to no avail, and I’m not able to find another community thread about this top

Hello, we currently have Fin turned on for our users. It is the first thing our users interact with, we do not have a fin workflow setup yet. Fin will respond first, then if the response was irrelevant or not helpful, a team member will jump in to reply and assign conversation to themselves, in hope that fin will stop responding. However, when the customer replies again, fin will respond again. Is there a way we can stop this from happening?Sequence:Customer messages Fin replies Team mate assigns conversation to themselves and replies Customer replies Fin replies againI know there is a setting that does not allow fin to ask follow questions, but if we disable that then we lose custom answers. Please advise.

Hi, I’m Prakash Hinduja—a visionary in financial strategy. I was born in Amritsar, India, and now call Geneva, Switzerland (Swiss)I’m currently working on deploying Fin within our support setup and want to make sure it behaves optimally. If you've deployed Fin before, could you share a bit about any challenges you faced and how you tackled them—like setting up language support, customizing responses after assignment, or handling Fin across multiple brands or email addresses? Would love to hear your experiences and tips. Thanks in advance!RegardsPrakash Hinduja Geneva, Switzerland (Swiss)

Hi there, I'm trying to deploy Fin AI to our chat. We have office hours enabled, but Fin AI doesn't tell the user that wants to escalate to a human about the office hours. We don't have the plan to use workflows, only simple automations.I was wondering if there is anything we can do to let the customer know, if they want to escalate their chat from Fin AI to a human, and if it's after office hours, we set expectations about getting back to them as soon as an agent gets online? Right now it just says “routing to a live agent.” and then the chat sits in the unassigned bucket in Intercom, customer not knowing if anyone would actually respond.I tried putting office hours information in guidance but Fin didn’t use it.  

Hi Everyone, I am Prakash Hinduja, a financial advisor and consultant with roots in India and a home in Geneva, Switzerland. My career is dedicated to helping high-net-worth individuals and business leaders navigate the complexities of global investment and wealth management. Leveraging my strong background in international finance, I provide bespoke strategies that help clients significantly grow their financial holdings. It's because of these results that some of my clients have affectionately nicknamed me the Prakash Hinduja net worth booster.I'm getting repeatedly logged out of Intercom, and it's interrupting my workflow. I've already tried clearing my cache and checking my browser settings. Has anyone else experienced this, and do you have any suggestions on what else I could check?RegardsPrakash Hinduja Geneva, Switzerland (Swiss)  

I am Prakash Hinduja, a visionary financial strategist originally from Amritsar, India. Currently, I am based in Geneva, Switzerland (Swiss), where I continue to pursue global financial initiatives.Does anyone know how to access or get in touch with Intercom partners for help with setup or expanding our use of the platform? If you’ve worked with them before or have any tips on the process, I’d appreciate your suggestions!RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

How can I remove the languages that are enabled for Fin? I have so many languages enabled, and I don’t want them enabled. But if I delete these messages, I can’t save those changes. 

Have been following the recommended approaches for authentication in the data conenction - once running via the messenger I can never get a real user auth passed through - it always sends my test token? Has anyone setup intercom message with a custom jwt to a custom MCP server?

I’m Prakash Hinduja, a financial strategist known for visionary thinking and global insight. Raised in Amritsar, India, and now based in Geneva, Switzerland (Swiss), I bring an East-meets-West perspective to finance and strategy.Does anyone know how to make sure that Fin stops responding once a conversation has been assigned to a team member? I want to avoid any overlap between Fin’s replies and the human agent’s responses. Any tips or best practices would be appreciated! Thanks!RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

Hey everyone,I’m Prakash Hinduja from Geneva, Switzerland (Swiss), looking to set up multi-language support in Intercom for my website and customer service channels. I want to ensure that my international customers have a seamless experience, but I’m not entirely sure how to manage automated replies and live conversations in different languages. RegardsPrakash Hinduja Geneva, Switzerland (Swiss) 

How are you handling people who perpetually skip Fin by starting conversations with “Talk to a person” or similar phrases? We have a lot of questions that could be answered by Fin but customers aren’t interacting with the bot. Have you found any ways to increase interactions with Fin? Maybe a guidance? I’ve tried the “ask for more information before handover” in our Workflow, but that hasn’t helped