Intercom Fin AI

Audit and clean your help center first: remove outdated articles, merge duplicates, update screenshots

Write articles for AI: one clear topic per article, explicit Q&A phrasing, avoid vague references like see above

Use user and company attributes (plan, role, region) to let Fin give different answers where needed

Put Fin at the front with entry routing workflow then branch based on message content or VIP attributes

Never trap users: always show visible path to talk to a person especially when Fin is uncertain

Pass full conversation history and Fin last answer to agents during handoff so they have context

Track containment rate, fallback rate, and Fin-specific CSAT then review low-CSAT conversations weekly