Fin AI Agent integrates directly with your existing HubSpot support platform, resolving customer questions across email tickets and live chat without requiring platform migration. Fin delivers superior performance, answers more complex questions, and is easier to set up, creating a better experience for your team and your customers.
How it works with your platform
You can set up Fin on HubSpot in four steps to start answering questions immediately:
Connect HubSpot via OAuth: Securely link your accounts.
Assign the Fin AI agent user: Designate a HubSpot user to own Fin's tickets.
Customize settings: Define Fin’s content, tone, and handoff rules.
Test and go live: Validate responses before enabling the live ticket queue.
Key features
Fin and HubSpot tickets
Fin resolves HubSpot email tickets and contact form submissions while drawing on full conversation history for context. When a ticket is created and assigned to Fin, it syncs into Intercom where Fin triages and attempts to resolve it. Responses and image attachments sync back to the HubSpot ticket thread in real time.
Fin Messenger for HubSpot
Customers chat with Fin via the Intercom Messenger. On escalation, two handoff options are available:
Handoff to human teammate: Updates the existing HubSpot ticket to the Waiting on us pipeline stage and unassigns Fin.
Handoff to ticket: Creates a new HubSpot ticket with the full conversation transcript.
Automated HubSpot workflows
Four HubSpot workflows manage the ticket lifecycle. These are enabled on activation and disabled when Fin is deactivated:
Workflow | What it does |
Assign new tickets | Auto-assigns new tickets (pipeline = "New") to the Fin AI agent |
Resolution | Moves ticket to "Closed" when Fin resolves |
Pending | Moves ticket to "Waiting on contact" when Fin is awaiting a customer reply |
Route to team | Moves ticket to "Waiting on us" and unassigns Fin when a human is needed |
Custom ticket properties
Three custom properties are automatically created in HubSpot under a Fin AI Agent property group to help you track Fin's activity:
Fin Status: Tracks the current state (open, pending, resolved).
Fin Tags: Records resolution type and routing information.
Fin Assignment: Indicates whether the ticket is owned by fin or a human-teammate.
Note: These properties are used by the four HubSpot workflows Fin creates to manage ticket pipeline stages and assignment. Don't edit or delete them — doing so will break how Fin processes and routes tickets.
Performance insights
Since all tickets handled by Fin are captured in HubSpot, you can report on them using HubSpot's native reporting tools. You can also track quality in the Fin Performance Report, which includes:
Involvement and Deflection rate: How often Fin steps in and successfully resolves issues.
Resolution state: Tracking confirmed resolutions versus those routed to the team.
AI answer resolution rate: Specific performance metrics for AI-generated responses.
Tip: Use the Analyze section, including Topics Explorer and Recommendations, to identify knowledge gaps and improve Fin's performance over time. These features are part of the Pro add on.
Branding your AI agent
Fin responds using the name of the HubSpot agent assigned to represent it. To provide a branded experience, we recommend naming your dedicated HubSpot agent "Fin AI Agent" or "[Company Name] AI" rather than using a personal account name.
FAQs
Does Fin respond in the customer's language?
Does Fin respond in the customer's language?
Yes, Fin detects the language of the customer's message and responds in the same language, as long as your knowledge sources contain relevant content.
What happens to a HubSpot ticket when Fin can't resolve it?
What happens to a HubSpot ticket when Fin can't resolve it?
The "Route to Team" workflow fires, moving the ticket to "Waiting on us" and unassigning Fin. The ticket is then available for a human teammate to pick up in the HubSpot agent queue.
Where do I go to set up the integration?
Where do I go to set up the integration?
For step-by-step instructions, see Fin for HubSpot tickets: Setup for email ticket handling and Fin Messenger: HubSpot setup for live messaging.
Do I need both HubSpot tickets and Fin Messenger configured?
Do I need both HubSpot tickets and Fin Messenger configured?
No, the two channels are independent. You can connect HubSpot email tickets only, Fin Messenger only, or both depending on your support setup.
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