Fin 4. A major step toward fully agentic customer experiences

Improves through the Fin Flywheel: Train, Test, Deploy, Analyze
Supports: Voice, Chat, Email, Social, Slack, and more
Including: Salesforce, Freshdesk, HubSpot, Zendesk, and more
Fin for industries: Gaming, Ecommerce, Financial Services, Technology
Fin for scale: Enterprise, Startups
The only helpdesk designed for the AI Agent era
Intercom has every feature your team needs to resolve queries faster, deliver personalized service, engage proactively, and continuously improve your customer experience.
Fin 4 brings major upgrades to every part of the system. A more capable Customer Agent, a more powerful Operator, and new ways for Fin to work with your team.
We believe every business will have one Customer Agent. Ours just got a major upgrade. Fin now drives customer success and, with Skills, figures out how to solve problems without you defining every step.
Fully agentic customer experiences need an Agent to run complex operations. Routines and Connections give Operator powerful new ways to do that work for you, proactively and autonomously.
As Fin resolves more, human teams take on a supervisory role. A second-generation Copilot and Human in the Loop give them entirely new ways to work together.
Fin now works across more of the customer journey, proactively driving success from onboarding to deeper product adoption. It keeps working with each customer toward the outcomes you define, even over long time horizons.
Fin proactively recommends new features and releases based on each customer’s goals and product usage. It shows practical use cases for their work, including ways to do more with the features they already use.
Fin builds an onboarding plan around each customer’s goals and drives them to complete it. It explains setup steps, shares relevant articles or videos, and tracks progress using data from Snowflake, Shopify, and Salesforce.
Fin can re-engage customers whose usage has dropped, identify growth signals, and surface expansion opportunities. These are just some of the possibilities. You decide which outcomes matter to your business and what Fin should work toward.
“Where Fin really pays off is when it’s working towards the same goals we are, across the entire customer journey. That means proactively reaching customers before they hit a wall.”
Resolve customer problems without a defined process, like diagnosing email delivery issues or investigating failed payments. With Skills, Fin now takes on the investigation and back-and-forth your team handles today, working out what to do next as it learns.
Give Fin natural-language instructions, guardrails, and the tools it needs, rather than mapping every step and condition.
Fin asks questions, chooses the right Skills, and adapts as it learns, working with the customer until the problem is solved.
Operator just got more powerful. It now works proactively and autonomously across tools like Slack and GitHub, investigating performance, identifying what needs to improve, and carrying out the work while you stay in full control.
Operator now uses information from tools like Slack and GitHub and acts on what it finds. It can review product announcements in Slack and draft the changes they require in Fin, or submit bug reports in GitHub.
Share Operator's work, like a drafted Procedure or an analysis of customer conversations, with the people who need to review or act on it. Artifacts make it easy for teammates to review Operator's work and collaborate on what happens next.
Operator remembers preferences you've shared, like your writing style or how you structure reports, and carries that context forward across conversations.
Operator can now complete work on a set schedule or in response to a specific event, with Routines. Ask it to send a team performance report every Monday or alert you if there's an incident, having diagnosed the issue and proposed the right fix.
Operator now uses information from tools like Slack and GitHub and acts on what it finds. It can review product announcements in Slack and draft the changes they require in Fin, or submit bug reports in GitHub.
Share Operator's work, like a drafted Procedure or an analysis of customer conversations, with the people who need to review or act on it. Artifacts make it easy for teammates to review Operator's work and collaborate on what happens next.
Operator remembers preferences you've shared, like your writing style or how you structure reports, and carries that context forward across conversations.
Operator can now complete work on a set schedule or in response to a specific event, with Routines. Ask it to send a team performance report every Monday or alert you if there's an incident, having diagnosed the issue and proposed the right fix.
Operator now helps manage and control your customer experience. For example, it builds and runs tests, drafts changes into a Release for your approval, and keeps watch on live conversations.
“Ahead of a major payment migration, Operator built a support-readiness plan, showed us which content and workflows to update, prioritized where to start, and drafted the changes.”
The second generation of Copilot is here. By the time a teammate reaches a conversation, Copilot has gathered the context, drafted the reply, and lined up the next step. It keeps working in the background, surfaces what needs attention, and takes action on the teammate's behalf.
Copilot pulls what it needs from GitHub, Linear, Notion, and your internal sources into the conversation. It investigates in the background and recommends the next action, so teammates can resolve the issue without leaving the Inbox.
Copilot now applies tags, writes internal notes, and prepares handovers, so teammates skip the admin that eats into their day. It follows the guidance you define, and you can tailor it to how your team works.
“Copilot gives our agents a healthy blend of human touch and AI efficiency. That's the future of customer experience, done right through Fin.”
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