What Intercom and Fin are, and where things live

• Intercom is a customer service platform. Your support team answers customers in the Inbox. Fin is Intercom's AI agent: it answers customers first, from your company's help content, and hands off to a person when it should.
• Companies buy Intercom on a plan (Essential, Advanced or Expert) and pay for Fin per outcome. There's no personal plan, so sign in with the teammate account your company invited you to.
• The Inbox sidebar lists Your inbox (assigned to you), Mentions, Created by you, All and Unassigned, plus folders such as Teams, Fin AI Agent and Views.
• Key terms: a conversation is one thread with a customer. A teammate is anyone on your support team. A handoff (also called an escalation) is when Fin passes a conversation to a person. Copilot is a separate AI helper that answers teammates' questions inside the Inbox.