Intercom: messaging features and setup

Overview

Fin and human agents need to share the same definition of a useful answer. An outdated knowledge article can quickly lead to a wrong answer, so start with sources that have an owner and a review date. For topics that require an individual review, define a handoff to the human inbox instead of trying to expand the answer. The pilot should also test the agent's screen: can they see what Fin answered, what the customer asked, and what remains unresolved?

Features

• Multichannel inbox and request management
• Fin for knowledge-based answers
• Copilot to assist agents while handling requests

Business uses

• Answering product questions from the help center
• Handing a complex issue to an agent while preserving the conversation

Getting started

• Define an approved set of articles and run a test on one type of inquiry.
• Ask Fin questions whose answers appear in the selected articles, including phrasing that differs from the article titles.
• Raise an issue that requires individual review and check in the agent inbox what context was transferred and whether the person can continue without asking for all the details again.

What to check

• Check how Fin usage is billed alongside customer service agent licenses.
• Test handoff to a person when the answer is not in the sources, including whether inquiry details are preserved.