Fin Operator is an agent for your customer operations that gives every teammate capabilities that have never existed before - from compressing weeks of operational work into minutes, to building, testing, and shipping improvements to Fin in seconds.

It's like adding a team of data analysts, knowledge managers, agent builders, and operations leads to your org - except it's one agent, available to everyone on your team, instantly. One place to go, regardless of the task. One agent that knows your business, your system, and can act on it - fast.

Note: Fin Operator is included as part of the Pro add-on. You'll need the Pro add-on to access it.

Who it's built for

CX and CS leaders: Stop context-switching between reports, content tools, and your inbox. Surface what's breaking, fix it, and move on, all in one place.
AI leaders: Build and fine-tune how Fin behaves, there is no coding required. When Fin gives an unexpected answer, Fin Operator shows you exactly why it responded that way so you can fix it. You can also run multi-step tasks in a single request, and every change you make comes with a full preview before it goes live.
C-level: Turn your support operation into a strategic asset. Fin Operator surfaces what customers actually need, so you can act on product insights, not just ticket counts.

Fin Operator capabilities

Fin Operator works across multiple skill areas in a single conversation. You can go from analyzing data to fixing a content gap without switching context.

Analysis & reporting	Ask Fin Operator any question about your data or support operation and get structured answers with charts and breakdowns
Content management	Paste in a product update or policy change and Fin Operator finds every affected article across your knowledge base Fin Operator drafts new articles or updates to existing ones, matching your tone of voice and content structure Fin Operator proactively identifies underperforming, outdated, or contradictory content Fin Operator remembers your style guides, tone of voice, and content structure across sessions Upload product docs, call transcripts, or briefs directly into a thread to give Fin Operator additional context about content you'd like to create
Fin configuration & optimization	Share a conversation and Fin Operator debugs it — identifies what went wrong and why Fin Operator proposes Guidance changes, Procedure builds, and workflow updates Fin Operator tests proposed changes against real historical conversations before shipping Fin Operator monitors changes after they ship and flags when something needs attention All changes are formatted as proposals, making it easy for you to review and approve before going live Fin Operator can add proposed changes to a release, then help you roll it out gradually, A/B test it, or publish it to main.
Data Connectors	Describe what Fin needs to look up or update and Fin Operator drafts a new Data Connector or fixes one that isn't working Fin Operator sets up the request, inputs, response fields, and mappings, and you approve each test call before it's sent Nothing changes until you publish the connector or save it as a draft
Audiences	Ask Fin Operator to create, change, audit, or safely delete audiences, and see what uses an audience before you change it Estimate how many people match an audience and target content and Guidance at it Every change is a proposal with a line-by-line diff and a live match count
QA monitors	Ask Fin Operator to analyze QA monitor results and identify which conversations are failing and why Get a breakdown of pass/fail rates by monitor, evaluator, or topic to pinpoint quality gaps Fin Operator surfaces patterns in failing conversations and suggests content or guidance fixes to address them
Bulk conversation actions	Ask Operator in plain language to act on a whole set of conversations at once — describe conversations by a simple search term (e.g. 'Apex') or a specific tag, and Operator takes care of the rest Tag, reply, snooze, or close conversations from a single request Operator runs the job in the background so you're never blocked — ask for a progress update at any time

How Fin Operator works

Every configuration change Fin Operator makes goes through a proposal.

When you ask Fin Operator to update an article, create a guidance rule, or modify a procedure, it doesn't make the change directly. Instead:

Fin Operator proposes a change.
You see a diff or summary right in the chat — what's being added, removed, or modified.
You approve, edit, or reject the proposal.
Only after your approval does the change go live.

Think of it like a pull request for your support setup. You always review before anything is published.

Note: Fin Operator never publishes, deletes, or modifies content directly. Every change flows through this review step, so you stay in control.

See Operator's thinking

After each response, you'll see a collapsible summary you can expand using the chevron (›). It comes in two forms depending on what Fin Operator did:

Thought for X seconds — Fin Operator was reasoning and planning, but no tools were used. Expand to read the full reasoning — not a summary, but the actual thought process: what Fin Operator understood from your request, what it considered, and why it made the decisions it did.
Worked for X seconds — Fin Operator actively used tools and took actions. Expand to see a bullet list of exactly what it did (such as 'Proposed changes to [article name]'), plus a scrollable Thought section with the full internal reasoning behind those actions.

Note: While Fin Operator is thinking or working, the composer (text input) is locked. You won't be able to send a new message until it's finished. This is expected — Fin Operator is mid-task and needs to complete before it can take a new instruction.

This matters for a few reasons:

Catch misunderstandings early — If Fin Operator has interpreted your request differently to what you intended, you'll see it in the thinking before a proposal lands. You can course-correct mid-task without having to unpick a change.
Learn to prompt better — Seeing how Fin Operator interprets your language teaches you how to ask more precisely next time. It's a feedback loop built into every conversation.
Understand proposals, not just changes — When a proposal arrives, the thinking tells you why Fin Operator made specific decisions. You're reviewing the reasoning, not just the diff.
No black box — Especially for new users, the thinking panel demystifies what's happening. You can follow the logic at every step.

Instructions and Memory

Operator keeps two kinds of context between conversations. Instructions are shared workspace rules, such as a style guide, preferred terminology, or "always present changes for review before applying them". They apply to every teammate and are managed in Operator > Customize > Instructions.

Memory is personal: your role, your current projects, how you like reports structured. Tell Operator what to remember in any chat and it applies that context in your future conversations.

Routines, Artifacts, and Connections

Operator can run work on a schedule with Routines, save its outputs as Artifacts you can share with teammates, and connect to tools such as Linear, GitHub, and Notion through Connections. Find them in the Operator navigation and under Operator > Customize.

Managing your chats

Each conversation you have with Fin Operator is saved as a chat in the left-hand sidebar. You can manage these chats in a few ways.

Filter chats

Use the filter icon at the top of the sidebar to show:

All — every chat, regardless of status
Active — chats that are ongoing or in progress (default view)
Archived — chats you've archived

Share a chat

You can share any Operator chat with your teammates. Click the share icon (↗) at the top right of the chat, then add the emails or names of the teammates you'd like to share it with. Click Done to send.

Known limitations

Conversation analysis limit — Real-time analysis of conversations is currently limited to 250 conversation samples.
External content sources — Can't edit scraped pages, PDFs, or other external content sources. It works with content you manage directly in your workspace.
Configuration boundaries — Can't modify workflows, metadata, Fin settings, or channel settings. It works with content, guidance, procedures, Data Connectors, audiences, and reporting.
Aggregate data — Works with aggregate data and trends, not individual customer records.
Message length limit — Each message you send to Fin Operator is capped at 10,000 characters.

Note: If Operator's conversation stops responding, re-engage by sending a new message in the same thread. If the issue persists, contact our support team.

FAQs

How do I see how many credits a chat has used?

To view credits used in a chat, click the ... menu at the top right of the chat. The menu shows the total credits consumed in that conversation.

What is an Operator credit?

A credit is the unit used to measure Operator usage. Every action Operator performs consumes credits — simpler tasks use fewer, while more complex work such as analyzing data, debugging Fin, or building procedures uses more. Credits measure Operator activity, not customer conversations, and apply only to Operator.

Can I use Operator from Claude or other AI tools?

Yes. Operator's tools are included in the Intercom MCP server, so you can ask Operator to do work in your workspace from Claude, Claude Code, or any other MCP client, read its answers, and review and apply the changes it proposes. Three conditions apply: your workspace has Operator, you connected the Intercom MCP server with OAuth (bearer-token connections don't get the Operator tools), and you have the Use Fin Operator permission. The tools run as you, so your permissions and limits apply the same as in the product. Only sending Operator a message uses Operator credits; reading responses and reviewing, applying, or rejecting proposals are free.

If you connected before the Operator tools were added, the first call may ask you to reconnect. Disconnect and reconnect the Intercom MCP server to pick them up. For setup steps, see Add MCP connectors for popular apps or custom MCPs. For tool parameters and troubleshooting, see the Fin Operator tools guide.

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Fin Operator explained