This article covers frequently asked questions about the FIN AI Digital Assistant in Intercom, including how FIN sources its answers, how to contribute content to its knowledge base, and how CSAT and training work.

The following questions cover how the Access Digital Assistant processes information and generates responses.

FIN draws on several sources: articles published in the Intercom Help Centre, snippets (short pieces of content similar to notes), synced web pages, and content from external platforms such as Salesforce, Confluence, or Guru if connected.

It also learns from past conversations, particularly those escalated to a human agent, as these confirm what fixes were applied. Where conversations were resolved by FIN without agent involvement, it uses any confirmation provided by the customer (such as a thumbs up or a message confirming resolution).

Once information has been provided to a customer, the Access Digital Assistant retains it and serves it going forward. It will also flag where new articles are needed to fill gaps in its knowledge.

Yes. Intercom's Similar Conversations feature will surface this automatically within the inbox. FIN analyses the context of the current conversation and identifies other conversations across all customers that relate to the same issue. Over time, the Topics Explorer will surface trends showing which areas are generating the most volume and where recurring issues may be driving high contact rates.

In practice, AI-assisted replies in Intercom are generally readable and natural in tone. They do not typically produce the heavily formatted, dash-heavy output common with some other AI tools. Always review AI-generated content before sending and adjust tone as needed. Tone of voice options (more formal, more concise, more friendly) can also help tailor the response.

This is still being confirmed. There is a plan to ensure historical knowledge is not lost, whether through direct data migration, manual transfer, or another approach. Agents will retain access to Salesforce after go-live. Once any information is entered into Intercom, whether as an article, snippet, or other format, it becomes part of FIN's knowledge base going forward.

The Access Digital Assistant is customer-facing and uses publicly available content. Copilot is internal; it has access to internal articles, previous support interactions, and other internal information to assist agents

The following questions cover how to manage FIN's knowledge sources and contribute content.

All new content should now go directly into Intercom. The existing help portal will be decommissioned as part of the transition. If you recently added an article to the help portal, it needs to be brought across into Intercom. Knowledge stored in personal files, local Word documents, or notes should also be contributed, as a public article, internal article, or snippet. Once information is in Intercom, it is available to Copilot, FIN, and all agents.

Yes. Engineers can submit snippets in Intercom. The DSE or SME then reviews each submission to either accept or remove it. Snippet submission permissions need to be enabled by an admin for each team member.

In principle yes, though the priority attributes may need updating to give the Access Digital Assistant clearer criteria for what constitutes each priority level

Not necessarily. Certain areas, such as managing FIN's content and knowledge sources, are restricted to DSEs only. If you see a restricted message in an area you would expect to have access to (such as profile or notification settings), this may be a permissions issue that can be investigated and resolved.

A CSAT rating is presented to customers at the end of any conversation handled entirely by the Access Digital Assistant (that is, not passed to a human agent). Negative ratings are used to improve performance over time. Negative ratings are reviewed and team leaders will assign conversations for agents to follow up with customers.

When reaching out after a negative CSAT, the customer's issue may already be resolved, but check in regardless. Let them know that if they ever need a human agent, they can simply ask the Access Digital Assistant to transfer them.

When FIN is experiencing issues, conversations from customers will still come through but may be stuck in the Bot inbox. Pin the Bot inbox and manually change the team inbox to ensure conversations are picked up. Live status updates for Intercom are available at https://www.intercomstatus.com/

This has been raised across multiple product teams and is being actively worked on. The recommended approach for now is to encourage customers to use the AI bot in the first instance, explaining how it works and reassuring them that FIN can pull from the knowledge articles. The option to contact support remains available if FIN cannot help.

You have a few options: take over the conversation directly, use 'Improve Answer' to edit the source article, or add a snippet to give the Access Digital Assistant better guidance for future responses.

Simply send a message. The assignee changes to you and the Access Digital Assistant steps back immediately.

Yes. You can watch conversations live, type guidance to redirect the Access Digital Assistant, or take over the conversation entirely. The Access Digital Assistant learns from any corrections made.

The following questions cover the Intercom Academy training and certification options.

The Intercom Academy is not on Evo. It is accessed directly through Intercom's own platform. Two courses are available: Fundamentals for Support Agents (approximately 60 minutes) and the Intercom Certification for Support Engineers. You can access the academy at https://academy.intercom.com/

The certification can be completed whenever you feel ready. The Intercom Academy suggests getting some hands-on experience before attempting it. It is not a formal exam and is open book. Completing it after enablement sessions and some time exploring the platform is a perfectly reasonable approach.