Intercom Certification key terms

Intercom's AI agent that answers customer questions automatically by drawing on your help center content, past conversations, and configured guidance, then escalates to a human teammate when it cannot resolve the issue.

The guided setup process that turns Fin on for your workspace: choosing where it runs, connecting knowledge sources, testing answers, and publishing it to live conversations.

The configured instance of Fin inside a workspace, including its tone, knowledge sources, procedures, and channel availability. Settings apply to this agent rather than to a single conversation.

The knowledge inputs Fin is allowed to draw on, such as help center articles, internal articles, snippets, and synced external content. Only enabled sources can inform answers.

A testing area where you ask questions and see the answer Fin would give, along with the sources it used, before those answers reach real customers.

Questions Fin could not answer confidently, reported so support teams can create or improve content. Reviewing gaps is the main feedback loop for improving coverage over time.

The share of Fin-handled conversations that ended without a human teammate replying. It is the headline measure of how much work Fin absorbs.

A conversation outcome where Fin fully addressed the customer's request and no teammate had to step in. Resolutions are counted per conversation, not per message.

The moment Fin passes a conversation to a human teammate, usually because the customer asked for a person, Fin lacked confidence, or a rule required escalation.

Conditions that tell Fin when to stop answering and route to a person, for example specific topics, customer segments, or sentiment. They protect high-risk conversations from automated replies.

The group of people a Fin configuration or message applies to, defined by attributes such as plan, role, or location. Audience targeting lets one workspace run different Fin behavior per segment.

A stored piece of data about a person or company, such as plan tier or signup date, used to segment audiences and personalize what Fin says or when it escalates.

Step-by-step instructions that guide Fin through a multi-stage task, such as processing a refund or changing a subscription, instead of relying on free-form article retrieval.

The condition or customer intent that causes a Fin Procedure to start, such as a recognized request type or a keyword pattern. Clear triggers keep procedures from firing on unrelated questions.

A concrete step inside a Fin Procedure, such as asking the customer for an order number, checking a system, or confirming an outcome. Actions make procedures deterministic rather than conversational guesswork.

A limit placed on what Fin may say or do, including restricted topics, required confirmations, and instructions to defer to a human. Guardrails reduce the risk of incorrect or unauthorized commitments.

An answer Fin generates that sounds plausible but is not supported by its knowledge sources. Reviewing sources and tightening content are the usual fixes.

A hand-written response that Fin gives for a specific question or intent, overriding generated answers. Useful for policy statements, legal wording, or messages that must be exact.

A short reusable block of text stored in Intercom that Fin can draw on, often for quick facts or policy lines that do not warrant a full help center article.

The style instructions that shape how Fin writes, such as formal or friendly, concise or detailed. Tone affects phrasing, not the facts Fin is allowed to state.

The shared workspace where teammates see and reply to conversations, including those handed over by Fin. Inbox setup determines routing, assignment, and response expectations.

Logic that decides which teammate or team receives an incoming or escalated conversation, based on factors such as topic, workload, or office hours.

A person with a seat in the Intercom workspace who can view and reply to conversations. Teammates are distinct from end users, who are the customers being supported.

A customer or prospect interacting with your business through chat, email, or another channel. End users talk to Fin and, when escalated, to teammates.

The in-product chat widget where end users start conversations. It is a primary surface where Fin answers questions and where handoff to a teammate begins.

A place where conversations arrive, such as the Messenger, email, or a messaging app. Fin's availability and behavior can differ by channel.

The setup that lets Fin read and reply to inbound email, turning messages into conversations. It requires forwarding configuration and careful testing before going live.

The Intercom-provided address that your support mailbox forwards to so incoming email becomes a conversation Fin and teammates can handle.

Using Fin on sales-facing surfaces to qualify leads, answer pre-purchase questions, and book meetings, drawing on product and pricing content rather than support articles.

The process of asking structured questions to judge whether a prospect fits your criteria. Fin can run this conversationally and pass qualified leads to a sales teammate.

A sales flow where Fin offers available times and captures a prospect's details so a rep can meet them, often triggered after qualification questions are answered.

The underlying goal behind a customer message, such as cancelling a plan or checking an order. Recognizing intent lets Fin choose the right content or procedure.

Keeping a conversation within Fin without involving a teammate. Similar to resolution but sometimes used more loosely to include conversations that ended without a human reply.

The record of messages, attributes, and outcomes attached to each conversation, used for reporting, debugging Fin answers, and spotting recurring issues.

Dashboards and exports that show volume, resolution rate, response times, and Fin performance. Reports guide where to invest in content and procedure improvements.