# Intercom (Fin)

Source: https://useronboarding.ai/companies/intercom-fin

- Category: Onboarding that uses AI
- Type: Onboarding vendors
- Product: https://www.intercom.com/fin

Intercom is positioning its Fin AI agent as a 'Customer Agent' with a Success role that onboards customers after purchase: it walks them through setup step by step and suggests features they have not turned on yet, based on what they have already configured.

## Notes

- Fin for Success (marked 'coming soon' in the help article) lists 'Guided onboarding: walks customers step-by-step through setup or first use', plus proactive engagement that 'spots patterns, prevents issues'.
- The example screenshot shows Fin replying to 'we're only using half of what ProjectMap can do' by acknowledging completed setup ('You've already set up shared project spaces and invited your teammates') and naming two features not yet enabled, then pitching a Pro upgrade.
- Fin is one agent with roles (Service, Sales, Ecommerce, Success); roles switch by conversation context and deployment audience rules rather than separate bots.
- Fin for Ecommerce skips manual training: connecting Shopify syncs catalog, orders and APIs 'in a matter of minutes'.

## Patterns

ai support agent in onboarding, state-aware next-step suggestions, chat-led setup

## Screens

- ![Fin in a Success role: recognizes what the account has set up and recommends two unused features](https://useronboarding.ai/images/intercom-fin-1.jpg) Fin in a Success role: recognizes what the account has set up and recommends two unused features (source: https://www.intercom.com/help/en/articles/12508017-fin-as-a-customer-agent-for-service-sales-and-more)

## Articles

- [Fin as a Customer Agent for service, sales, and more](https://www.intercom.com/help/en/articles/12508017-fin-as-a-customer-agent-for-service-sales-and-more): Intercom Help Center (by the product team)
- [Preparing for the Customer Agent future](https://www.intercom.com/blog/preparing-for-the-customer-agent-future/): Intercom Blog (by the product team)

## Cited in

- [What are onboarding-tool vendors doing with AI?](https://useronboarding.ai/questions#vendors)