Intercom Fin

Fin is a customer-facing AI agent from Intercom that can answer questions, execute configured procedures, qualify prospects, support ecommerce journeys, and hand work to people when needed. Teams train it on approved knowledge, policies, data connectors, and guidance, then deploy it through supported service and messaging channels.

The current product has expanded beyond its original customer-service positioning into a Customer Agent that can move between service, sales, and ecommerce roles. Fin can run with Intercom’s helpdesk or selected third-party helpdesks, while testing, analytics, scorecards, and agent-operations tools help teams evaluate and improve its behavior.

Supported use cases

Resolve support conversations

Answer routine and complex customer questions, then escalate with context when human help is required.

Qualify inbound prospects

Answer product questions, determine whether a prospect matches criteria, and route qualified opportunities.

Guide ecommerce customers

Recommend products, answer purchase questions, and help shoppers move toward checkout.

Limitations

Helpdesk-dependent channels and onboarding

Self-serve signup and the 14-day trial are available with Intercom; several other helpdesk integrations require sales-assisted onboarding, and channel support varies by platform.