Getting started with Fin is easy:

Fin is an advanced AI agent that provides fast, accurate answers to customers 24/7 via live chat, email, SMS, WhatsApp, social and more. Fin is the highest-performing AI agent for customer service, delivering higher-quality answers and resolving more complex queries than any other AI agent.

Fin is powered by the patented Fin AI Engine™, an AI architecture specifically engineered for customer service. Every layer is optimized for precision, speed, and reliability—so Fin can resolve more conversations, more effectively than competing AI agents.

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 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.

Copilot is an AI-powered assistant in your inbox that helps customer support agents quickly find answers, troubleshoot issues, and respond to follow-up questions—saving time and allowing them to build stronger customer relationships.

You can add Copilot for $35 per seat per month (subject to the Additional Product Terms for AI Products). Copilot is currently available for Intercom, Zendesk and Salesforce.

Learn more about Copilot.

Fin integrates seamlessly with any platform—whether you're using Intercom or another customer support solution. Set it up in under an hour and start resolving tickets, cases, emails, and messages across every channel, right out of the box.

You can use Fin with:

Plus, we support additional platforms and custom channels.

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

We don't currently have a Fin integration with Jira. Our product team is aware of this and are looking to build this integration.

Fin over API is coming soon. This will allow you to integrate Fin into any experience—from custom messengers to help center search bars—without changing existing systems. Contact our Sales team to learn more, and stay tuned for updates as we get closer to the launch date.

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

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

Yes, Fin can be trained on content from an Intercom, Zendesk, or Salesforce help center. You can also train Fin with content on any public URLs (i.e. blogs, websites, custom help centers, etc.)

Any updates to your articles in your Zendesk or Salesforce account will update every 24 hours with Fin. However, Fin AI Agent updates and syncs with external content like web pages 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.

No, there is no limit on how many articles Fin can reference in an AI answer.

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.

When purchasing Fin for your existing helpdesk (Zendesk, Salesforce, HubSpot and more) we've adopted a simple model to strike a balance between affordability and sustainability:

There are no additional costs, such as integration fees, setup fees, or platform charges for using Fin on your existing helpdesk.

You can choose to add Copilot to any integration for $35 per month (subject to the Additional Product Terms for AI Products).

When purchasing Fin with the Intercom Customer Service Suite, you’ll choose from three plans: Essential, Advanced, or Expert. The plan you choose determines your seat price. You’ll then be charged based on the number of teammates who require Full seats. Full seats provide complete access to all features in your plan and are charged per teammate.

All Intercom Customer Service Suite plans include access to:

There is an Early Stage program for eligible startups. You can find more information and apply for this program here.

No, you can sign up on a monthly basis and cancel anytime. If you'd prefer to have a contract, this can be arranged with our Sales team.

It's possible to create a custom resolution package where you pay up front for a chosen number of resolutions. You will need to speak to our Sales team about this.

Seats provide access to your workspace. Each teammate on your Fin workspace must have a designated seat assigned to them.

Teammates with "Full Access" are able to add, edit and delete data on your workspace. They will also be able to make changes to your workspaces settings and connections.

Teammates with the "View only" permission will be able to access all of the same areas as "Full access" teammate, however, they will not be able to add, edit or delete any data, they will also not be able to make any changes to your workspace settings or connections.

We accept all major credit cards for online payment as well as Apple Pay / Google Pay. Invoices can't 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.

No, you only pay for what you use.

You will always be billed in United States Dollars (USD) only. 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.​

Once payment is made the account access will be resumed. You may have to hard refresh to see service resumed on your workspace.

Free trials require no credit card to sign up. During the 14-day trial, you’ll have unlimited access to Fin resolutions, with no limits on usage. There are no seat minimums or maximums, so you can get started with as many teammates as you'd like.

To continue using Fin after your trial ends, simply add your credit card details.

Need more time? Contact our sales team—we’re happy to help extend your trial if needed.

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

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

You can request to trial Fin again—or extend your free trial period—by speaking to our team in the Messenger.

Customers who sign a contract for their subscription are assigned an Account Manager who helps handle their subscription. If you're not sure who your 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.

If you have not signed a contract, then you will not have an Account Manager. You can still ask to speak to a person through the Messenger and we will be able to help you with your query.

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.

You will retain access to your Fin 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 settings and see the option to start a new subscription.

No, currently you must edit your office hours before your holidays and add them back after you return.

You can use the Fin Performance report to see how Fin 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 conversations.

There isn't a way to provide feedback 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 customer's query, and matches this with 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're quick 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".

Creating an FAQs article or section within a relevant article is a really good way of consolidating and storing all those answers you want Fin to have access to, while also putting them in a more public place for customers to self-serve. Adding each question as headers (H1, H2, or H3 format, not just bold) will help Fin to read your FAQ article better, providing a more concise answer to your customers.

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 some latency.

Fin Guidance can't be used to:

There are multiple ways to check if your guidance is accurate and is doing as it should:

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.

You can also view some metrics on the Guidance page to show:

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 Doe".

The best way to test different user experiences depending on the user's attributes is to set Fin live to a limited test audience.

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.

Fin comes with the industry’s most comprehensive features & capabilities that allow you to continuously improve Fin’s performance over time.

If you ask the same question twice and receive different answers, it's because Fin 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.

Fin 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 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 doesn't find a clear or confident answer using your available content and data, Fin will deliver a disambiguation response to the customer which will typically:

If Fin is unable to resolve a customer's query, they'll always have the option to speak to your team and Fin will follow your handover workflow.

If a user doesn't use correct terminology, the likelihood that Fin AI Agent will answer in "short answer" format (as opposed to sharing a number of possible articles) drops off significantly, but the articles shared will generally be helpful and relevant.

The longer and more complex a user's initial request, the less likely that Fin AI Agent will nail a response. For example, "How to set up a workflow" is better than "The user incorrectly received a welcome message from a workflow. The message referenced an incorrect admin username. The message to the customer is not actually coming from the workflow. We proved this by pausing the workflow, replicated the steps, and received the message. Help me figure out where the email was sent from and why".

Currently, Fin AI Agent is not able to consistently present links in 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 customers ask to "Talk to a person").

Fin AI Agent uses our patented Fin AI Engine™ to understand the customer question, search for relevant answers in your support content and data, 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 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:

Learn more about Fin AI safety and security.

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."

Currently no, you can only add steps before or after the Let Fin answer step.

Yes, once a customer requests to "Speak to a person" or any variant of that message, you can add steps to your workflow before handover is initiated.

You can use these steps to add conditional branching logic:

No, in the Intercom Messenger with handover to Zendesk, we don't currently have any information coming from Zendesk to capture this, but it is a known limitation which we are looking to address.

Yes, for Fin integrated with Zendesk Messenger, redacted messages will appear deleted to the user. A page refresh is required for the change to take effect, after which the message will no longer be visible.

You must be in the workflow Edit mode to make changes to Fin's settings in your workflow: