You now have more control over how you disclose to your customers that they’re receiving a message from an AI Agent (Fin), whether from the Fin Messenger, Zendesk messaging or tickets, or Salesforce cases.
Configuring AI Agent disclosure
Messaging / live chat
‘AI Agent’ label on Fin Messenger
When Fin sends a message in the Fin Messenger, the message card includes a built-in ‘AI Agent’ label after your AI agent’s name.
You now have the option to show or hide this label, giving you more control over how your AI agent is disclosed. To configure this, go to Settings > Reply Settings > Identity and toggle “Show AI Agent label in Messenger” on or off.
This toggle is:
On by default if you deployed Fin before July 30, 2025.
Off by default if you’re not yet using Fin, or deployed it after July 30, 2025.
Note: If you turn off the AI Agent label for Fin Messenger, you may need to update Fin’s intro message so that it clearly states it’s an AI agent at the start of a conversation. This is required for legal compliance in certain jurisdictions.
AI Agent intro message (Fin Messenger & Zendesk messaging)
A default intro message has been added to workflow templates for Fin Messenger and Zendesk messaging to disclose when your customer is chatting with an AI Agent, for example:
“Hi there! You’re speaking with [your AI Agent name] AI Agent. I’m well-trained and ready to assist you today, but you can ask for the team at any time.”
This intro message can be edited in your workflow and is compatible with multi-brand Fin (the name used in the template is pulled from the AI Agent name you've given to each brand).
Note:
Workflows created before July 30, 2025 won't include the intro message. If you want to use the intro message, you'll need to add a message step immediately before the Let Fin answer step.
For customers using the Fin Messenger who toggle off the AI Agent label, and for customers using Zendesk messaging, the intro message is the best way to disclose the AI Agent for legal compliance (if required).
AI Agent disclosure in email footer (Zendesk tickets & Salesforce cases)
When Fin replies to a Zendesk ticket or Salesforce case, an AI Agent footer is automatically added to the email reply:
“This answer was composed by [your AI Agent name], [you workspace name]’s AI Agent.”
This footer is on by default. However, you can choose to turn it off for more control over AI Agent disclosure and the appearance of Fin’s email replies. To configure this, go to Settings > Reply Settings > Fin’s email responses and toggle the "Show 'Composed by Al' in email footer" setting on or off.
Note: If you turn off the 'Composed by AI' in email footer, you may need to add an intro message in Fin’s first email reply to disclose that it's an AI Agent. This may be required for legal compliance in some jurisdictions.
AI Agent disclosure in intro message for email replies (Zendesk tickets & Salesforce cases)
A default intro message is included in Fin's first email reply to disclose when your customer is chatting with an AI Agent, for example:
“Thanks for reaching out! I’m [your AI Agent name], [your workspace name]’s AI Agent. I’m well trained to answer your query, but you can reply and ask for the team at any time.”
This intro message is available when setting up Fin for Zendesk tickets or Salesforce cases, and it can be edited in your workflow.
Note:
Workflows created before July 30, 2025 won't include the intro message. If you want to use the intro message, you'll need to add a message step immediately before the Let Fin answer step.
If the AI Agent disclosure in email footer is toggled off, the intro message is the best way to disclose the AI Agent for legal compliance (if required).
For Fin email workflows, a greeting (e.g. Hi [First name]) isn’t needed, as Fin automatically includes one.
Fin over email doesn't currently support multi-brand. Fin only replies from the default Fin identity for your workspace.
FAQs
Am I legally required to tell my customers they are talking to an AI Agent?
Am I legally required to tell my customers they are talking to an AI Agent?
In many regions and jurisdictions, transparency about AI interaction is becoming a legal requirement. Under our Additional Product Terms for AI Product (Section 5, Transparency) our customers are responsible for ensuring that their end users are informed that they are interacting with an AI system.
Therefore, we suggest that you always employ one or both of the AI Agent label and intro messages containing a reference to Fin being an AI Agent. We're not responsible for any consequences arising from disabling both of these features.
Why is there no AI Agent label toggle on Zendesk messaging?
Why is there no AI Agent label toggle on Zendesk messaging?
Because Fin/Intercom does not manage this setting in Zendesk messaging. The only way to disclose an AI Agent there is to include an intro message at the start of the conversation that informs the customer they are chatting with an AI Agent.
Can I have both the intro message and the Fin Messenger / email footer disclosure on at the same time?
Can I have both the intro message and the Fin Messenger / email footer disclosure on at the same time?
Yes, you can have both AI Agent disclosures enabled at the same time if you wish to.
Will these changes affect Fin's ability to resolve conversations?
Will these changes affect Fin's ability to resolve conversations?
Our A/B testing showed that adding the default suggested intro message to Fin’s replies did not significantly impact the resolution rate, but it did lead to higher CSAT scores.
Can I have different AI disclosure messages for different scenarios or languages?
Can I have different AI disclosure messages for different scenarios or languages?
Yes, you have full control to add custom message steps with different disclosure texts in your Fin workflows.