This guide walks you through setting up Fin on HubSpot email tickets. For Fin Messenger with HubSpot handoff, see Fin Messenger HubSpot setup.
Prerequisites
Before you begin, ensure you have:
HubSpot Service Hub Professional: Tickets must be enabled in your account.
Dedicated HubSpot user: A support seat to represent Fin AI (e.g., "Fin AI Agent"). We recommend a dedicated account rather than a personal one — it's easier to debug when it's clear which admin is taking action, and it protects against issues if that agent's account is deleted or their permissions change.
Admin access: Full administrative permissions in your Intercom workspace.
Step 1: Connect HubSpot
HubSpot uses OAuth2 to connect. Tokens auto-refresh so the connection stays active.
Go to Deploy > HubSpot Tickets and click Connect.
Complete the HubSpot OAuth authorization flow to grant Intercom access.
Once finished, your status will show as Connected.
Choose a Fin HubSpot agent
Select the HubSpot user that represents Fin AI. This user will own the tickets while Fin is processing them.
Note: We recommend a dedicated account rather than a personal one — it's easier to debug when it's clear which admin is taking action, and it protects against issues if that agent's account is deleted or their permissions change. If a HubSpot user does not appear in the list, verify they have a valid support seat and correct permissions in HubSpot.
Sync data from HubSpot (optional)
Once connected, you can sync attributes from HubSpot into Intercom. Intercom pushes and pulls these attributes throughout the conversation lifecycle, keeping data in sync across both platforms. Use this to target your content to different audiences, automatically classify tickets, and create branches in workflows.
Automatic setup
Upon a successful connection, Fin automatically:
Creates three custom ticket properties in HubSpot (Fin Status, Fin Tags, and Fin Assignment) under a "Fin AI Agent" property group.
Deploys four HubSpot workflows (initially disabled): Assign New Tickets, Resolution, Pending, and Route to Team. Don't delete these as they're required for Fin to work correctly.
Sets up the default Intercom workflow for triaging and handoffs.
Step 2: Build your workflow
Customize the way Fin greets and responds to customers or hands off when it's unable to help. Navigate to Manage workflow in your Fin workspace to customize the experience and set it live.
Before going live, make sure your knowledge base, guidance, and tone are configured in your Fin AI settings. When you go live, the Assign New Tickets workflow immediately starts routing all new HubSpot tickets to Fin — Fin will answer and hand off based on the workflow you've built.
Note: Reply options and create-a-ticket steps aren't available on the HubSpot email conversations channel. The only handoff mode for HubSpot tickets is Hand-off to agent in HubSpot.
Step 3: Test Fin
Before going live, validate that Fin is responding correctly without affecting your live ticket queue. There are two approaches:
Option 1: Use Fin's Test feature
Make sure you've added sufficient content to your knowledge base for Fin to draw from.
Use Fin's Test feature to ask real customer questions and review how Fin responds.
Refine your content and guidance until you're satisfied with Fin's responses.
Option 2: Criteria-based phase release (recommended)
You can narrow the Assign New Tickets workflow criteria before going fully live so Fin only picks up the tickets you want it to handle. This lets you test the full end-to-end flow with real tickets without Fin picking up your entire queue.
Note: The integration must be set to Live before Fin will respond to any tickets — including test ones. Complete Part 4: Go live first, then use the criteria below to restrict which tickets Fin picks up during testing.
In HubSpot, go to Automation > Workflows > Fin AI Agent – Assign New Tickets workflow.
Add a criteria: ticket Description equals "FIN test".
Send a test email to your support address with "FIN test" in the description. Only this ticket will be routed to Fin — all others are unaffected.
Validate the full end-to-end flow including resolution, handoff, and property updates.
When ready to go fully live, remove or broaden the criteria in the workflow.
Pro tip: This criteria approach also works for a phased rollout, for example, only routing a specific ticket type to Fin before expanding to your full queue.
Step 4: Go live
When you're ready to go live, click Go live. This enables all four HubSpot workflows and Fin begins handling inbound tickets.
How it works
HubSpot tickets flow
A ticket is created in HubSpot and the Assign New Tickets workflow fires, assigning it to the Fin AI agent.
A webhook fires to Intercom. Fin fetches the ticket, thread, and contact, then creates an Intercom conversation.
Fin works the ticket and syncs responses back to the HubSpot ticket thread in real time.
Custom HubSpot properties are updated throughout: Fin Status (open/pending/resolved), Fin Tags (resolution type), Fin Assignment (agent).
The four HubSpot workflows react to these property changes to update ticket pipeline stages and assignment accordingly.
Two-way message sync
HubSpot ticket thread messages sync to Intercom conversations
Fin's responses in Intercom sync back as replies on the HubSpot ticket thread
Image attachments are synced from HubSpot to Intercom
Property-based reporting
Fin automatically updates three custom HubSpot properties throughout each ticket's lifecycle, giving you full visibility into what Fin is doing:
Property | Values | What it tracks |
Fin Status | open, pending, resolved | Current state of the ticket in Fin's handling |
Fin Tags | fin-involved, fin-soft-resolution, fin-resolved, fin-routed-to-team | How the ticket was handled (e.g. resolved, routed to team) |
Fin Assignment | fin, human-teammate | Whether Fin or a human teammate currently owns the ticket |
Use these properties in HubSpot's native reporting and filtering tools to track Fin's involvement, resolution rates, and handoff patterns across your ticket pipeline.
Deactivating or revoking
Deactivate
Pauses the integration without losing configuration. Use this to temporarily stop Fin from handling tickets.
All four HubSpot workflows are disabled.
Configuration and field mappings are preserved.
Revoke
A full teardown of the integration.
All HubSpot workflows are deleted.
The OAuth connection is destroyed.
Important: Revoking requires full reconfiguration to reconnect. Use Deactivate if you only need a temporary pause.
Troubleshooting
Fin is not responding to HubSpot tickets
If Fin is not picking up tickets, verify the following:
HubSpot Workflows: In HubSpot, go to Automation > Workflows and confirm that all four Fin workflows are enabled.
Assignment: Ensure the Assign New Tickets workflow is correctly assigning tickets to the designated Fin AI agent user.
Connection Status: Check that the OAuth connection is still active in your Fin workspace Deploy settings. If it has expired, re-authorize the connection.
Intercom Workflow: Confirm the Fin workflow in your Intercom workspace is set to Live.
HubSpot user not appearing in the selector
If you cannot find the dedicated "Fin AI" user in the agent list, check that the user has a valid support seat in HubSpot with the correct permissions.
Taking over a conversation from Fin
If you need to step in while Fin is actively handling a ticket, don't manually unassign Fin before replying. Unassigning Fin first means it won't process any incoming messages — because it's no longer assigned to the ticket.
Instead, just reply directly in HubSpot without changing the assignment. Fin detects that a teammate has responded and automatically backs off — it won't send further replies and will update the Fin tags to reflect the handoff.
FAQs
Can the HubSpot ticket title be dynamic?
Can the HubSpot ticket title be dynamic?
HubSpot ticket titles are currently static. Dynamic titles (e.g. including audience name, visitor email, or conversation topic) aren't yet supported as a native option.
What tag values does Fin apply to HubSpot tickets?
What tag values does Fin apply to HubSpot tickets?
Fin uses the following tags to track ticket states throughout the conversation lifecycle:
fin-involved — Fin participated in the conversation.
fin-soft-resolution — Fin provided an answer but the ticket was not confirmed resolved.
fin-resolved — Fin fully resolved the ticket.
fin-routed-to-team — The ticket was handed off to a human teammate.
These are the same tag values used across all Fin integrations.
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