Intercom Fin
Train Fin with the right content, choose Guidance or Procedures, and hand off to people at the right moment.
Start: What Intercom and Fin are, and where things liveAbout Intercom Fin
Fin is Intercom's AI agent for customer support. It answers customers over chat, email, voice, SMS, social and API using your help content, shaped by Guidance and extended with Procedures that can look up data and take actions. When it can't help, it hands off to your team in the Intercom Inbox. It also works alongside other helpdesks like Zendesk and Salesforce.
Best for: Support teams who run Fin, from the people taking handoffs to the admins who train and test it.
Good for
- Answering common questions from your articles, snippets and synced content
- Following multi-step Procedures that call your systems through data connectors
- Handing off to a person when a customer asks or gets stuck
- Testing changes with Preview and Evals before they go live
Where people slip
- Using Guidance for exact wording. Put required text in a Procedure
- Telling Fin to avoid a source instead of removing it or limiting its audience
- Publishing changes without running Evals first
- Forgetting that each channel, like voice and email, is set up and set live separately
How much does Intercom Fin cost?
Fin is billed per outcome, at most once per conversation. Check Intercom's pricing page for the current rate. Outcomes include a resolution or a Procedure handoff. Default escalations, like a customer asking for a person, aren't charged.
What is the difference between Guidance and Procedures in Fin?
Guidance shapes how Fin talks, like tone and when to ask a clarifying question. Procedures handle multi-step processes with branches and system lookups. Guidance can't guarantee exact wording, so put required text word for word in a Procedure.
When does Fin hand off to a person?
By default, when a customer clearly asks for a human, shows strong frustration or gets stuck in a loop. Escalation Rules and Escalation Guidance change that. Where the conversation goes next follows your helpdesk and workflow setup.
Does Fin work with Zendesk or Salesforce?
Yes. Fin runs on the Intercom helpdesk or alongside other helpdesks, including Salesforce, HubSpot and Zendesk. It can also learn from content synced from tools like Zendesk, Confluence and Notion.
Checked against Intercom Fin's own docs on 2026-11-06.
Basics
Know what Intercom and Fin are, find your way around the Inbox, and handle your first conversation that Fin passes to you.
New to Intercom Fin? Start here. Already use it? Skip to the next milestone.
0 of 2 lessons completeTrain Fin on the right material
Choose customer-safe content, pick Guidance or Procedures, and test with Preview and Evals before you publish.
0 of 2 lessons completeRun Fin on a live support queue
Set escalations that respect customers and read Fin's performance, CX Score and outcome bill.
0 of 2 lessons complete