AI support for social messaging — Meet customers on their favorite apps
Fin for social messaging provides quick, personal support on WhatsApp, Instagram, Facebook Messenger, SMS, and Discord, meeting customers where they already are with conversations that feel natural and personal.
AI-powered support across Meta apps
01Fin resolves customer queries on WhatsApp, Instagram, and Facebook Messenger — delivering instant, conversational support through the messaging apps your customers already use every day.
Fin connects through the official WhatsApp Business API, responding in seconds with natural, conversational replies including rich media like images and links. Every conversation is logged in your helpdesk for full visibility.
Fin handles customer queries in Instagram DMs, turning a high-volume social channel into a fast, reliable support experience. Customers reach out for product questions, order issues, and account help — and Fin responds instantly.
Facebook Messenger
Fin provides fast, personal support on Facebook Messenger, resolving customer queries with replies that feel natural and conversational. Every answer fits naturally into a Messenger thread.
“Since launching Fin, we've focused on making sure the answer rate is high and CSAT stays strong — and we've been really impressed with the results. Right now, Fin is involved in 98% of our WhatsApp conversations so every single WhatsApp chat runs through Fin.”
“We are a global company. Our traders and our customers are all over the world. The fact that somebody in Asia-Pacific can reach out to us in their native language at what is 2:00 in the morning for us and get a response via chat, Fin Voice, email, SMS, or WhatsApp – the fact that they can do that in their language and get a response instantly has been huge.”
AI support for your Discord community
AI support for your Discord community
02Fin resolves questions directly in your Discord server with threaded, platform-native replies, so your community gets instant support without leaving the conversation.
Instant AI support over SMS
03Fin responds to customer questions via SMS with fast, accurate replies that reach customers on any phone, anywhere.
“Using behavior-based events on our website, we can trigger targeted messages that are sent to customers across a number of channels, like email, SMS, and through the Intercom Messenger. Our data shows that SMS has consistently high engagement rates, so we're excited to integrate SMS into our Intercom messaging flows to further streamline our communication and improve the customer journey.”
FAQs
What is an AI support agent for social messaging?
An AI support agent for social messaging is software that reads, understands, and responds to customer messages on platforms like WhatsApp, Instagram, Facebook Messenger, SMS, and Discord. Fin is the AI support agent for social messaging. It resolves customer queries instantly on each platform with replies designed for the messaging format.
How does Fin handle WhatsApp Business conversations?
Fin integrates through the WhatsApp Business API, so all conversations run on verified, trusted infrastructure. Fin responds to incoming customer messages in seconds with conversational replies, and supports rich media including images and links. Every WhatsApp conversation is logged in your connected helpdesk for full visibility and reporting.
How does Fin provide support on Instagram DMs?
Fin reads incoming Instagram Direct Messages, understands the customer's question, and responds with accurate answers within the same DM thread. This covers product questions, order inquiries, account issues, and more. Customers get help without leaving Instagram.
How does Fin provide support on Facebook Messenger?
Fin provides fast, personal support on Facebook Messenger with replies designed for the messaging format. Fin resolves product questions, order tracking, and a wide range of requests within the same Messenger thread without redirecting customers elsewhere. Every conversation is logged in Intercom for full visibility.
How does Fin support Discord communities?
Fin resolves questions directly in your Discord server with threaded, platform-native replies. Fin supports customers across public community channels and private channels, and every conversation is logged in Intercom for full visibility. Authenticate your Discord server, choose which channels Fin monitors, and go live.
How does Fin provide support over SMS?
Fin responds to customer questions via SMS with fast, accurate replies that reach customers on any phone, anywhere. SMS works without any app installation, so Fin reaches customers who prefer text messaging. Fin adapts its responses to the SMS format, delivering concise answers that resolve questions without back-and-forth.
How does Fin maintain consistent quality across social channels?
Fin uses the same knowledge base and support policies across WhatsApp, Instagram, Facebook Messenger, SMS, and Discord. The quality of answers is consistent regardless of which channel a customer uses. Fin adapts its formatting and reply length to match each platform's conventions.
How does Fin collaborate with human agents on social messaging channels?
Fin resolves straightforward queries autonomously and escalates complex issues to your team. When Fin hands off, the human agent receives the full conversation history, including what Fin already tried. Your team can step in at any point. Every conversation across all social channels is tracked in your connected helpdesk.
How do I set up Fin for social messaging?
Connect your WhatsApp Business, Instagram, and Facebook Messenger accounts, then enable Fin on those channels. Fin works with Intercom and other helpdesks, and uses the same knowledge sources across all channels, so there is no per-channel training required. SMS setup depends on your telephony provider. Request a demo to get started.
What languages does Fin support on social messaging channels?
Fin supports 45 languages across all text-based channels, including WhatsApp, Instagram, Facebook Messenger, and SMS. Fin detects the customer's language automatically and responds in kind, so your team can support a global customer base without hiring multilingual staff.
Does Fin work on other support channels beyond social messaging?
Yes. Fin resolves customer queries across social messaging, email, live chat, and more. Each channel is purpose-built so Fin adapts its response format to match. See all channels here.
