How to Use Intercom

Getting started with Intercom

In this guide, you'll learn how to set up Intercom and use its Fin AI Agent to handle customer support queries effectively. By the end, you'll be able to streamline your customer service and resolve queries quickly.

Step 1: Sign up and set up

1. Go to Intercom's website.
2. Click on the "Get started" button in the top right corner.
3. Choose a pricing plan that suits your needs (you can start with the Essential plan at $39/seat/month).
4. Fill in your details and create an account.
5. Once signed up, follow the onboarding prompts to set up your workspace and integrate your website or app by adding the Intercom code snippet to your site.

Step 2: Your first support query

1. In your Intercom dashboard, navigate to the "Inbox" on the left sidebar.
2. Click on "New conversation" to initiate a support query.
3. Type in a common question your customers might ask (e.g., "How do I reset my password?").
4. The Fin AI Agent will automatically search your help centre content and historical conversations for relevant answers.
5. Review the suggested responses and select the most appropriate one to send to the customer.

Step 3: Get better results

1. To improve the Fin AI Agent's accuracy, regularly update your help centre articles with clear, concise information.
2. Use the "Resolution Bot" settings under "Operator" in the left sidebar to customise how the AI responds to queries.
3. Monitor the "Reports" section to track common queries and adjust your help centre content accordingly.

Pro tip

Set up automated replies for frequently asked questions by going to "Operator" > "Custom Bots" and creating a bot that triggers based on specific keywords. This saves time by automating responses without manual input.

Common mistake to avoid

Avoid neglecting the training of your Fin AI Agent. Failing to regularly update your help centre content can lead to incorrect or outdated responses, which could frustrate customers. Make it a habit to review and refine your articles based on the queries received.