Pendo × Fin: Use your product data to support customers before they reach out

Why we built this

Most customers only contact support after they’ve tried and failed to fix a problem or find an answer themselves. Some don’t even get to that point – when they find something confusing or encounter friction within your product, they might give up without ever asking for help.

Those who do reach out may have already spent time struggling and become frustrated, which impacts how they feel about your product, and those who give up without asking for help never give you a chance to find out what went wrong.

Fin is already built to work proactively – at Pioneer in October, we announced new proactive capabilities as part of Fin 4. The Pendo integration gives Fin additional context about how customers are interacting with your product, so Fin can jump in to proactively resolve potential issues whenever they get stuck and help prevent customers from churning or losing trust in your brand.

How the integration works

Fix problems before they become support queries

For customers using Proactive Support Plus and the full Fin and Intercom suite, Fin can now act on friction signals from Pendo, like rage clicks, error clicks, and repeated unsuccessful actions. When Pendo detects a customer struggling in your product, it passes that context to Fin in real time, prompting Fin to start a conversation. Because Fin knows exactly where the customer is and what they’re doing in the product, it offers tailored advice by explaining what’s happening on that specific page and guides them on what to do next.

Get to the right solution faster

The Pendo integration also helps make reactive support better for every Fin customer, regardless of the plan you’re on. Fin can pull behavioral context from Pendo during a live conversation with a customer to better understand the source of the problem and recommend a more targeted solution during troubleshooting. With this context, Fin knows how to resolve the issue even if the customer describes it differently than what’s in your help center.

Give your team context without switching tools

When a customer does need a human, Copilot can pull their product usage and recent in-app activity from Pendo via MCP and show it in the inbox. This allows reps to troubleshoot faster without switching tools.

Use your product data to improve Fin

Operator can pull information from Pendo via MCP while it analyzes Fin’s performance and proposes improvements for your team to review, grounding those recommendations in real product behavior.

How Teachable uses the Pendo × Fin integration

Teachable’s support used to be mostly reactive. Their team often only heard from customers once they were frustrated enough to open a ticket, but their data showed many were experiencing friction much earlier. Thirty-nine percent of people who did contact support showed confused sentiment, and many were reaching out from key pages like pricing and payment settings.

Fin’s integration with Pendo gave Teachable a way to step in and resolve potential issues before customers opened a ticket.

Three months after launch:

• 38% of customers opened Fin’s proactive messages, compared with just 9–12% who opened Teachable’s previous onboarding pop-ups that had less specific context about what the customer was trying to do.
• Around 67% of those conversations were resolved entirely by Fin.
• Conversations Fin resolved on its own had an average CX Score of 4.1 out of 5.

“What I like about the Pendo integration is that Fin isn’t reaching out blindly,” shares Kathleen Ross, Product Support Associate Director at Teachable. “Pendo gives it the page and behavioral context, so Fin knows where the creator is and what just happened. That allows Fin to start with a specific question and get straight to the problem.”

Kathleen notes that when Fin has behavioral and page context from Pendo, resolution is eight percentage points higher and escalation is seven percentage points lower than in conversations without it. “That’s a game changer for the customer experience because people can get the help they need in the moment, without ever having to reach out to support,” she says.

Teachable is now planning to scale its Pendo-triggered support and exploring workflows for complex onboarding processes, like connecting Stripe and receiving payouts.

“Now we want to expand that across more of the product, so Fin can act on more moments of friction and help people before frustration turns into a ticket,” Kathleen says.

How to get started

Pendo connects to Fin through prebuilt data connectors, so getting set up is quick. Connect Pendo in your Fin data connector settings to give Fin, Copilot, and Operator immediate access to product context. You can then pick which frustration signals Pendo sends to Fin and set the outbound chat live. Fin writes each opening message based on what that customer was doing

Read more about how Fin 4 moves us closer to fully agentic customer experiences, with Fin as the Customer Agent working proactively across the customer lifecycle, and Operator as the operations agent that runs and improves the work behind it.