There is no specified time for importing Zendesk articles, this can take anywhere from a few minutes up to one hour, depending on the amount of content

Importing external content for Fin usually takes 10 minutes. However this can take up to 10 hours depending on the source content you are using.

No, you can only have one Fin AI Agent, however, you can have multiple different paths with Fin targeting different audiences.

Yes, this can be customized from Settings > Fin AI Agent > Personality.

Fin AI Agent is currently supported across Intercom Messenger (on web, iOS, and Android), WhatsApp, Facebook, and Instagram, Zendesk Messenger, Zendesk tickets, Salesforce Messenger and Salesforce Cases.

No, Fin AI Agent is currently not available for conversations created via the API, however we do have something in development at the moment, so stay tuned.

Yes, Fin AI Agent now integrates directly with your existing support platform on Zendesk or Salesforce. (More platform integrations coming soon).

Yes, your brands sync with the connected API, so you can configure Fin to reference the correct brand when responding to customer queries over chat and email.

Any updates to your Intercom public articles will update immediately with Fin. However, Fin AI Agent updates and syncs with external content weekly. If you want to update it sooner, you can manually re-sync the content.

You can import up to 10 external sources, and for each source, we can sync up to 3000 URLs; however, this can be less based on a number of factors like your site structure or duplicate pages.

Yes, you can control which content is available for AI Agent and apply audience rules from the Knowledge Hub.

Fin AI Agent can use PDF files, Snippets, and Content from conversations, as well as external content sources from a public URL.

Yes, Fin can seamlessly understand and respond to images a customer shares in conversations. It can extract and process the following:

No, Fin currently can’t read ALT text in images.

The monthly cost for Fin is $49 per month and this includes 50 AI resolutions. After your included 50 resolutions have been used, the cost is $0.99 per additional resolution.

You can use Fin performance report to see how Fin AI Agent is impacting your deflection and resolution rates. For a closer look at conversations and Fin’s responses, you have the Chart drill-in feature to view your Fin AI Agent conversations.

There isn't a way to provide feedback to Intercom directly within the UI about an incorrect answer. Fin's answers are derived from your enabled support content, so optimizing this content is the best way to improve Fin's performance.

However, if you believe Fin's performance is not related to your content, you can notify our Support team so we can report this feedback (simply start a conversation in the Messenger and request to "Talk to a person"). We’re always eager to improve Fin and appreciate any feedback on irregularities or unexpected behavior.

Fin formulates AI answers based on the content sources, data, and guidance you've provided. We recommend creating more relevant and specific content for Fin to match the correct content with customer queries.

Clarifying questions from Fin AI Agent are built into the AI conversation experience and cannot be edited.

Snippets are used to generate answers with AI. However, snippets, unlike your public articles are not public and only supplement Fin’s answer quality and coverage, they are not visible as a source to your customer.

For example, you might have a known bug which is generating volume for your support team this week. Instead of passing these conversations onto the team to give the same response, you could quickly create a Snippet with this information in a simple Q&A format that Fin will reuse when customers run into this issue. In this instance, Snippets are a great low-lift solution to a temporary problem because they don’t take long to create and Fin can instantly start using them to reduce volume. They’re also quick to delete when you no longer need them and won’t break anything 😉

So where Custom Answers allow you to decide exactly when and how they’re used, Snippets are basically saying “here’s some information, use it where you think it’s appropriate”.

Example:

Question: “Why is it giving a 500 error message when I make a booking?”

Answer: “Our engineers are looking into this issue. In the meantime, here’s a temporary workaround…”

If you ask the same question twice to the Fin AI Agent and receive different answers, it's because the system uses a variety of AI models and language learning technology that may call on different sources at different times. This is designed to reduce latency and improve accuracy, but can result in varying answers due to the dynamic nature of the AI's decision-making process.

The Fin AI Agent can learn from interactions that have been successfully resolved without the need to escalate to a human teammate.

If customers are generally satisfied with an AI-provided answer, Fin is likely to use that answer in future conversations, as it employs machine learning to improve over time.

While Fin learns from successful interactions over time, it does not retain memory of answers within a single conversation. To improve Fin's answers for future conversations, consider using content from conversations.

Fin AI Agent is more than a chatbot: using the most sophisticated AI language models, it instantly generates answers to resolve customer issues and questions across multiple channels (including chat and email). Fin can engage in customer conversations and offer support through conversational answers based solely on your support content.

Yes, Fin AI Agent will provide a summary in the event a customer sends a message requesting a transcript of their conversation history.

Yes, Fin AI Agent answers questions based on the articles that the customer on Messenger has access to see using audience targeting. So it won't answer questions using private or restricted articles that a customer has no access to.

When Fin AI Agent doesn’t find a clear or confident answer using your available content, Fin AI Agent will deliver a disambiguation response to the customer which will typically:

Currently, Fin AI Agent is not able to present links in nicely formatted hyperlinks.

When something goes wrong on our end trying to get a Fin AI Agent response in a conversation, we will send a message in the conversation that says "Oops, something went wrong. I'll route you to the team." Right after that Fin will proceed with the handover process (just like when end-users ask to get more help or talk to a person).

Fin AI Agent uses Intercom’s patented AI Engine to understand the customer question, search for relevant answers in your support content, and provide accurate answers to customers based on those sources.

While we aim to provide accurate and helpful answers to your questions, it's important to remember that Fin AI Agent is powered by machine learning models, and these are not perfect. They are built on statistical patterns, and as such, occasionally they may return an incorrect response.

Here are the safeguards that we put in place to ensure that your AI Agent provides the most accurate answers:

We work hard to make sure our model is as accurate as possible, however, the nature of current AI models means they may occasionally give an incorrect answer.

If Anthropic is down, AI-generated answers from Fin AI Agent will not send. Customers will see a message from Fin in the Messenger: "Oops, something went wrong. Could you repeat your question?".

Inbound and ongoing conversations will be routed to the team (respecting any handover flow), with the message "Sorry, I'm still having trouble. I'll hand you over to the team."

No, there is no limit

If you go to Settings > Zendesk integration, look for the Sync data from Zendesk option. Under this heading you will see Tags under the option for Ticket attributes, click on tags and in the modal window that pops and select Re-sync.

After Fin generates a response from the content and data that you have provided, our AI Engine checks whether the response follows your guidance:

Guidance can also use the following context to adjust Fin's response if these are referenced in the guidance prompts:

Yes, you can tailor Fin’s responses for different customer segments by using user, company, or conversation attributes in your guidance.

For example:

This allows you to personalize Fin’s behavior based on factors like subscription tier, location, or past interactions, ensuring responses feel relevant and specific to each audience.

Using Fin Guidance adds a slight delay of a few seconds to Fin’s responses. This delay remains the same regardless of how much guidance you have - it’s the use of any guidance that introduces latency.

Fin Guidance cannot:

You can track when Fin applies your guidance through the Inbox. The conversation events record which specific pieces of guidance were used as part of a response.

No, Custom Answers are hardcoded responses and won’t be modified by Fin Guidance.

Yes, Fin Guidance based handovers follow the same route as non-guidance based handovers.

The Messenger preview for Fin does take the customer's attributes into account, but the customer will be the Preview User. So for example the name will be "Preview User" and not "John Smith".

Yes, Fin Guidance can be written in another language. However, it is recommended to use the language you are most comfortable with to clearly express the guidance you need Fin to follow.

Intercom offers three plans (Essential, Advanced, Expert), which all give you access to the Intercom platform. Access to Intercom requires a seat.

Every plan includes Intercom’s Fin AI Agent, Copilot, and some Proactive Support channels which are subject to additional usage charges.

You can also purchase the Proactive Support Plus add-on and Copilot unlimited usage with any plan.

No, all plans offer a yearly subscription and you can also choose to pay monthly on the Essential and Advanced plans. If you'd prefer to have a contract, this can be arranged with our Sales team.

You can choose your core plan, your number of seats, and if you want any add-ons. You can also choose whether to use Fin, Email, WhatsApp, Phone, and SMS. You cannot add something from one plan to another nor remove something from a plan.

All our plans require the purchase of only a single seat to get started. Unless you have a contracted subscription, all usage is pay-as-you-go and you only pay for what you use. So it's easy to get started and grow with us over time.

Seats provide access to Intercom’s products and features within your chosen plan. Each teammate using Intercom must have a designated seat assigned to them.

Customers on pay monthly/yearly subscriptions can easily manage their plan, seats, and add-ons from their Intercom workspace. Customers on contracts need to contact their Account Manager to make a change.

To get access to Premier Support, Premier Onboarding, and Custom API rate limits, you'll need to talk to Sales and sign a contract.

A lite seat grants access to Proactive Support settings, but not the ability to create content or set it live (outbound messages and Series). A full seat is needed in order to create and manage Proactive Support content.

No, a lite seat can't use Copilot (included or unlimited usage).

We accept all major credit cards for online payment as well as Apple Pay / Google Pay. Invoices cannot be paid via debit cards, pre-paid card, PayPal or similar services.

Customers on a contract are given the option of ACH transfers and credit card payments. If you have a contracted subscription, your contract will show the agreed payment method e.g. credit card, ACH or wire transfer.

In addition to seats and add-ons, you only pay for what you use. See a pricing breakdown for usage-based channels and Fin AI Agent resolutions.

Intercom is billed in United States Dollars (USD) only. This applies across our whole platform, including seat pricing, additional usage charges, add-ons, and Premier Services. We currently can't bill in any other currencies.

We will retry payment on invoices once every 7 days for a total of four times. If a payment fails four times in a row the account will then be frozen. In order to resume access on the account, payment will need to be made.

Payment can be made by following the link for payment on the invoice or under Settings > Subscription > Billing > Invoices using the Pay Now button.
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Once payment is made the account access will be resumed. You may have to hard refresh to see service resumed on your workspace.

Free trial requires no credit card to sign up. During the 14-day trial, you’ll have access to your chosen plan. After the free trial period, simply select a plan and add your credit card details to continue using Intercom.

No! You do not need to enter any payment details to start a free trial with Intercom and there are no setup fees. A card is only required to continue using Intercom after your free trial.

You will no longer be able to use Fin/Intercom until you choose your plan and provide a payment method or talk to our Sales team.

Yes, all customers can start a free trial of Fin AI Agent at any time (even if you have had an initial 14-day trial of the main Intercom platform that has ended). To start a free trial of Fin over Zendesk, head to our Fin + Zendesk sign up page or talk to our team. You won't be charged for Fin usage or resolutions during the trial period.

You can request to trial Fin again—or extend your free trial period—by contacting us in the Messenger.

Customers who sign a contract for their subscription are assigned an Account Manager at Intercom who helps handle their subscription. If you're not sure who your Intercom Account Manager is, reach out to us in the Messenger and request to 'Talk to a person' so we can put you in touch with them.

When you start your subscription, we’ll place a temporary hold on your credit card to ensure funds are available for your first invoice. The amount will be released immediately, and no money will actually leave your account—it's just a hold that will be removed.

Canceling your subscription will not delete any data. However, live content such as Proactive Support messages, Workflows, and your Help Center, will be automatically paused as soon as your subscription becomes inactive. Also, any teammate permissions will be reset.

You will retain access to your Intercom account until your next renewal date, but you will lose access after that date. We will not delete any of your data however it will be unavailable to you until you start a new subscription. You will only be able to access your Intercom settings and see the option to start a new subscription