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Track changes made to Fin's configuration, including who made the change and when.

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How to add content Fin can use to start providing customers with answers.

Train Fin on your content

Discover which content types can be created natively in Intercom and used by Fin AI Agent and when to utilize them.

Content types and when to use them

How to produce support content that's optimized for Fin AI Agent.

Optimizing content for Fin

Manage your content better by grouping and organizing content with tags.

Content tagging

How to target content, guidance, data, tasks, and workflows at a specific audience, and ensure Fin is able to match it with the right customer.

Manage audiences and targeting for Fin

How to use content gap recommendations to improve Fin's performance.

Use AI-powered content recommendations to improve Fin

How to set up a regular sync of Salesforce Knowledge into Fin.

Sync content from your Salesforce help center

How to set up a regular sync of your Zendesk help center articles into Fin.

Sync content from your Zendesk help center

Using Snippets as another content source for Fin and self-serve support.

Create and manage snippets

How to train Fin on public URLs from your website.

Sync and manage websites

Using PDF and DOCX files as a content source for Fin to respond to customers.

Upload and manage documents

How to sync content from Box to use with Fin and Copilot.

Sync content from Box

How to sync your documents from Document360 to use with Fin and Copilot.

Sync content from Document360

How to sync or import your support content from Confluence, Guru, or Notion.

Sync or import internal articles from external sources

Help with all of the different types of content that Fin can learn from

Train Fin: Content

Use Fin to automatically classify incoming conversations into defined attributes - so you can route faster and act smarter.

How to create Fin Attributes

Learn how to create effective attribute value names and descriptions to help Fin classify your support conversations with high accuracy.

Fin Attribute best practices

Leverage Fin Attributes in workflows, reports, and conversations to automate routing, generate insights, and enable conversation review.

Using Fin Attributes in workflows, reports, and conversations

How to automatically triage conversations based on specific attributes using AI category detection.

Use AI category detection in Fin workflows

Train Fin: Attributes

Set any Fin Guidance to apply only during, or only outside, one of your office hours schedules, so Fin's behavior changes automatically with the time of day.

How to make Fin Guidance apply only during or outside office hours

How to use Fin Guidance to customize responses to match your support policies and communication style.

Provide Fin AI Agent with specific guidance

Learn how to use Fin Guidance effectively to improve Fin's performance and answer relevancy.

Fin Guidance best practices

Set up guidance to train Fin on your support policies

Train Fin: Guidance

Control when Fin escalates conversations to human teammates and how the handover is communicated.

Manage Fin AI Agent's escalation guidance and rules

Set up Escalations Rules and Guidance to automatically escalate conversations from Fin to the right teammates at the right time.

Train Fin: Escalation

Understand how Fin Procedures and Simulations bring more control, reliability, and simplicity to complex automation.

Fin Procedures explained

Learn how to add and configure a Wait for reply step to pause a Fin Procedure while a customer completes a task — without triggering the inactivity timer or follow-up…

Using the Wait for reply step in Fin Procedures

How to set up Fin with personalized answers that require data from external systems.

Create data connectors for Fin

Procedures let Fin resolve complex customer queries from start to finish. Learn how to build a new Procedure using the editor, steps, and tools.

Quick start: Create a simple Fin Procedure

Learn the best way to use the data your connectors return—like an order status or tracking number—within your Fin Procedures

How to use data connectors in Fin Procedures

How to build structured, reliable Fin Procedures with steps, tools, and guidance.

Building Fin Procedures

Learn more about transitioning from Fin Tasks to Procedures.

Transitioning from Fin Tasks to Procedures

Learn how to write instructions in Fin Procedures using natural language.

How to write instructions in Fin Procedures

Master code conditions faster with data attributes, datetime and timezone handling, loops and arrays, and AI-generated code examples.

How to write code conditions for Fin Procedures

Learn how to create, run, and structure sub-procedures to keep complex Fin procedures readable, reusable, and easier to maintain.

How to run sub-procedures

Learn how to monitor the performance of your live Fin Procedures using key signals and report filters.

Report on Fin Procedures

Fin Procedures FAQs

Learn how to use Simulations to validate Procedure instructions, build confidence, and catch problems before they impact customers.

Run simulations for Fin Procedures

Learn when to use automation tools — Procedures, Tasks, and Workflows.

Procedures vs. Tasks vs. Workflows

Learn how to manage the publishing lifecycle of your procedures, track version history, and roll back changes to optimize Fin.

Manage procedure versions and publishing

How to use code blocks in Fin Procedures to run deterministic, repeatable logic, including when to use them, how to set them up, and available Python libraries.

Code block tool in procedures

Allow Fin to connect to external systems and handle more complex processes automatically.

Fin Procedures and Data connectors explained

How attributes can power your Fin Tasks, escalations, workflows, and data connectors

Empower Fin with more data for faster, more accurate customer resolutions with the power of MCP connectors.

Add MCP connectors for popular apps or custom MCPs

A guide to using APIs with Data Connectors in your Fin workspace.

Designing and using your APIs with Data Connectors

Use this article to add a Loop in teammate / agent step to a Fin Procedure, pausing Fin to wait for a human decision before it continues. Connect a webhook,…

Human in the Loop approvals for Fin Procedures

Procedures on the phone, with the power of Procedures on chat.

Use Procedures over Fin Voice

Write your processes in natural language and enable Fin to resolve complex queries

Train Fin: Procedures

Allowing Fin to handle more complex processes

How to set up Fin Tasks

See our best practices and examples when creating Fin Tasks and writing instructions for Fin.

Fin Tasks best practices and examples

Train Fin: Tasks

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Prototype article-aware answer

Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

Prototype integrations answer

In this prototype demo, invite teammates from workspace settings, then choose the access each teammate needs before sending the invitation.

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