How to Use Intercom Fin

Getting started with Intercom Fin

In this guide, you'll learn how to set up Intercom Fin, an AI chatbot designed to answer customer questions by using your help content. By the end, you'll be able to deploy your chatbot and start resolving customer queries efficiently.

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. Fill in your details to create an account. If you have an existing Intercom account, log in.
4. Once logged in, navigate to the "Fin" section from the left-hand menu.
5. Follow the prompts to set up your chatbot, including linking your knowledge base.

Step 2: Your first query

1. After setting up, click on "Chatbots" in the left-hand menu.
2. Click on "New Bot" and select "Fin" from the options.
3. Choose a template or start from scratch. If using a template, click "Use Template".
4. Enter a common customer question in the "Trigger" section (e.g., "How do I reset my password?").
5. In the "Response" section, link it to the relevant help article from your knowledge base.
6. Click "Save" and then "Publish" to activate the bot.

Step 3: Get better results

1. Regularly review and update the knowledge base linked to your bot to ensure accuracy.
2. Use the "Analytics" section to track common queries and adjust responses accordingly.
3. Experiment with different phrasing in your triggers to capture variations of customer questions.
4. Set up fallback responses for questions the bot cannot answer, directing users to a human agent.

Pro tip

Regularly update your knowledge base with new articles and FAQs. This ensures that your bot has the latest information to provide accurate answers, reducing the need for manual intervention.

Common mistake to avoid

Avoid linking your bot to outdated or irrelevant help content. This can frustrate customers and lead to more queries being directed to human agents, defeating the purpose of the chatbot. Always verify the content before linking it to the bot.