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Intercom Certification study materials
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Intercom Certification practice questions

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Question 1Launch Fin

In Intercom's Launch Fin workflow, what is the primary purpose of the Fin content import step?

  1. To populate Fin's knowledge sources so it can answer customer questions accurately Correct answer.
  2. To migrate historical conversation transcripts into the teammate inbox
  3. To generate billing invoices for the workspace
  4. To configure the Messenger launcher color and positioning

Explanation

Launch Fin centers on giving Fin reliable knowledge so its answers are grounded. Importing content into Fin's knowledge sources is what enables accurate automated resolution, while the other tasks belong to unrelated setup areas.

Question 2Launch Fin

A support lead wants Fin to resolve common questions before a human ever sees them. Which Launch Fin outcome does this describe?

  1. Message tagging automation
  2. SLA breach escalation
  3. Deflection through automated Fin resolution Correct answer.
  4. Teammate collision detection

Explanation

Fin's value in Launch Fin is resolving conversations automatically so they never require a teammate. That outcome is commonly called deflection or automated resolution, and it is the core success metric of the launch.

Question 3Launch Fin

Which metric best indicates how often Fin successfully handled a conversation without human involvement during a Launch Fin pilot?

  1. Teammate CSAT survey completion
  2. Median first response time
  3. Fin resolution rate Correct answer.
  4. Inbox assignment rules count

Explanation

Fin resolution rate measures the share of conversations Fin fully resolved without escalation. It is the standard indicator of automated containment during a Fin launch pilot.

Question 4Launch Fin

Before enabling Fin in a live workspace, what should a team confirm about its help content?

  1. That every article is at least 2,000 words
  2. That all content is written in a single informal tone
  3. That content is accurate, current, and covers top customer questions Correct answer.
  4. That articles are hidden from the public help center

Explanation

Fin's answer quality depends on the accuracy and coverage of the knowledge it draws from. Launch teams should audit content for correctness and ensure it addresses the questions customers actually ask.

Question 5Launch Fin

During a Launch Fin rollout, what is the recommended purpose of a limited pilot audience?

  1. To test whether the Messenger can be disabled
  2. To reduce subscription cost before full launch
  3. To prevent teammates from accessing the inbox
  4. To validate Fin's answers and tune content on a smaller, observable group Correct answer.

Explanation

A pilot exposes Fin to a smaller audience so teams can review real conversations, catch gaps, and refine knowledge before broad release. It is a quality-control step rather than a cost or access measure.

Question 6Launch Fin

What does Fin use as the source of truth when generating an answer to a customer question?

  1. Random sampling of past replies
  2. The teammate's most recent outbound message
  3. The knowledge content configured for Fin Correct answer.
  4. The customer's previous conversation history only

Explanation

Fin grounds its responses in the knowledge sources configured for it, such as help center articles and internal content. That grounding is what keeps answers consistent with approved information.

Question 7Launch Fin

A team notices Fin answering a question with outdated policy details. What is the most direct Launch Fin remediation?

  1. Add more teammates to the inbox
  2. Increase the Messenger launcher size
  3. Lower the workspace's SLA target
  4. Update or remove the outdated knowledge content Correct answer.

Explanation

When Fin answers incorrectly, the fix is almost always in the knowledge it retrieves. Updating or removing outdated content corrects the source rather than masking the symptom.

Question 8Launch Fin

Which activity belongs to the Launch Fin phase rather than ongoing Fin optimization?

  1. Reviewing weekly resolution trends a year after launch
  2. Quarterly content refresh cycles
  3. Connecting knowledge sources and enabling Fin for the first time Correct answer.
  4. A/B testing new answer variants

Explanation

Launch Fin covers initial setup: connecting knowledge, configuring Fin, and enabling it. Trend reviews, experimentation, and refresh cycles are ongoing optimization activities that follow the launch.

Question 9Launch Fin

A workspace has strong help center coverage but Fin still escalates simple billing questions. Which Launch Fin area should the team investigate first?

  1. Whether the billing content is actually connected and indexed for Fin Correct answer.
  2. Whether the workspace has multiple inboxes
  3. Whether teammates have admin permissions
  4. Whether the Messenger is enabled on mobile

Explanation

Even good content only helps Fin if it is connected and available to Fin's retrieval. Checking whether the billing source is properly linked and indexed is the logical first diagnostic.

Question 10Launch Fin

How should a Launch Fin team interpret a high Fin resolution rate alongside a low CSAT on Fin-handled conversations?

  1. The resolution rate must be miscalculated
  2. Fin should be disabled immediately without review
  3. Fin is resolving conversations but customers are dissatisfied with the answers Correct answer.
  4. CSAT is irrelevant to Fin performance

Explanation

Resolution rate and CSAT measure different things: containment versus satisfaction. High resolution with low satisfaction suggests Fin closes conversations but with answers customers find unhelpful, signaling a content or tone problem.

Question 11Launch Fin

Which content type is most likely to cause Fin to give a confidently wrong answer during launch?

  1. A glossary of product terms
  2. An internal draft article containing superseded pricing Correct answer.
  3. A short article with a clear, current policy statement
  4. A help center FAQ with tested answers

Explanation

Superseded or draft content that remains connected can be retrieved and presented as current fact. Launch teams should exclude or update stale internal drafts to prevent confidently wrong answers.

Question 12Launch Fin

A team wants to measure Fin's impact during a pilot without full production traffic. Which approach best supports that goal?

  1. Ask teammates to estimate Fin's performance from memory
  2. Compare Fin against an unrelated product benchmark
  3. Disable all reporting until launch completes
  4. Route a defined subset of conversations to Fin and compare outcomes against a control group Correct answer.

Explanation

A controlled subset with a comparison group isolates Fin's effect from other changes. This lets the team attribute resolution differences to Fin rather than to seasonality or teammate behavior.

Question 13Launch Fin

What is the best first step when Fin escalates a high volume of questions about a newly launched product feature?

  1. Increase the number of teammates on the inbox
  2. Add knowledge content covering the new feature and verify it is connected Correct answer.
  3. Change the workspace time zone
  4. Raise the Messenger launcher position

Explanation

A new feature creates questions Fin cannot answer until knowledge exists. Creating and connecting content about the feature directly addresses the escalation cause.

Question 14Launch Fin

Which statement best describes the relationship between Fin's knowledge sources and its escalation behavior?

  1. Escalations are independent of knowledge coverage
  2. Escalations decrease as knowledge sources are removed
  3. Escalations rise when relevant knowledge is missing or hard for Fin to retrieve Correct answer.
  4. Escalations only occur when the Messenger is disabled

Explanation

Fin escalates when it cannot confidently answer from its knowledge. Gaps or retrieval difficulties therefore increase escalations, making knowledge coverage the main lever for reducing them.

Question 15Launch Fin

During Launch Fin, a team wants Fin to handle conversations only during off-hours at first. Which configuration concept supports this?

  1. Article word count limits
  2. Workspace billing tier
  3. Teammate hiring plan
  4. Fin audience and availability targeting Correct answer.

Explanation

Launch teams can scope when and to whom Fin is available using audience and availability targeting. This supports gradual rollout, such as off-hours-only handling, before broader exposure.

Question 16Launch Fin

A launch review finds Fin resolves password reset questions well but fails on refund eligibility. What does this pattern most likely indicate?

  1. Fin is fundamentally unsuitable for the workspace
  2. Knowledge coverage is uneven across topics Correct answer.
  3. CSAT surveys are broken
  4. The Messenger is misconfigured

Explanation

Strong performance on one topic and weak performance on another points to differences in knowledge coverage. The team should add or improve refund content rather than conclude Fin cannot work.

Question 17Launch Fin

Which practice best keeps Fin's answers aligned with policy changes after launch?

  1. A one-time content import at launch
  2. A scheduled content review process tied to policy update cycles Correct answer.
  3. Removing all internal content permanently
  4. Disabling reporting after the pilot

Explanation

Policy changes only reach Fin if the knowledge it uses is updated. Tying content review to policy cycles keeps answers current and prevents stale information from being served.

Question 18Launch Fin

A team compares two pilot cohorts: one with Fin enabled and one without. Fin cohort resolution rate is higher, but average handle time for escalated conversations is unchanged. What is the most accurate conclusion?

  1. Fin is containing more conversations without changing the effort on escalated ones Correct answer.
  2. The data proves CSAT has improved
  3. Fin is slowing down every conversation
  4. Fin has no measurable effect at all

Explanation

Higher resolution with unchanged escalated handle time means Fin contains more conversations while human effort per escalation stays the same. That is a containment gain, not a speed change or a CSAT result.

Question 19Launch Fin

Which set of Launch Fin readiness checks is most complete before enabling Fin broadly?

  1. Messenger color, teammate avatars, and workspace name
  2. Billing tier, invoice history, and tax settings
  3. Content accuracy, source connection, audience targeting, and reporting baselines Correct answer.
  4. Teammate schedules, shift swaps, and time-off requests

Explanation

Broad enablement requires trustworthy content, verified connections, deliberate audience scoping, and baseline metrics to judge impact. The other sets concern cosmetic, financial, or scheduling matters unrelated to Fin readiness.

Question 20Launch Fin

A workspace's help center contains many near-duplicate articles with slightly different answers. Why is this risky for a Launch Fin rollout?

  1. Duplicates automatically disable Fin
  2. Duplicate articles increase Messenger load time
  3. Fin may retrieve conflicting content and produce inconsistent answers Correct answer.
  4. Fin ignores all help center content when duplicates exist

Explanation

When multiple articles cover the same question with different details, retrieval can surface conflicting information. Consolidating content reduces inconsistent answers and improves trust in Fin.

Question 21Launch Fin

A team observes Fin resolving many conversations but a rising share of customers immediately reopening them. What does this pattern suggest about the launch?

  1. Resolution rate is being calculated incorrectly
  2. Fin may be closing conversations without truly resolving the underlying issue Correct answer.
  3. Customers prefer reopening to reading answers
  4. The Messenger is failing to load

Explanation

Immediate reopenings indicate customers did not get a usable answer even though Fin marked the conversation resolved. This points to a gap between containment and genuine resolution, often a content or answer-quality issue.

Question 22Launch Fin

During a phased Launch Fin rollout, which sequencing decision best balances learning and customer risk?

  1. Delay all measurement until full rollout completes
  2. Start with the most complex, low-volume edge cases
  3. Enable Fin for all topics and audiences simultaneously
  4. Start with low-risk, high-volume topics and expand as quality is validated Correct answer.

Explanation

Beginning with high-volume, low-risk topics generates useful signal quickly while limiting harm from imperfect answers. Expansion follows validated quality, which is the core logic of phased rollout.

Question 23Launch Fin

A team finds Fin's answers are accurate but customers keep asking for a human. Which Launch Fin factor is most worth examining?

  1. Whether the help center uses the right font
  2. Whether teammates have the correct job titles
  3. Whether the workspace has too many inboxes
  4. Whether Fin's responses set expectations and offer a clear path forward Correct answer.

Explanation

Accurate answers can still fail if customers do not trust them or cannot see how to proceed. Reviewing answer framing, tone, and next-step guidance addresses the human-preference pattern directly.

Question 24Launch Fin

A launch team must decide whether to expand Fin to a new region. Which evidence is strongest for that decision?

  1. The number of articles in the global help center
  2. Teammate satisfaction with the Messenger UI
  3. Region-specific content coverage plus pilot results from comparable traffic Correct answer.
  4. Overall workspace resolution rate across all regions

Explanation

Expansion decisions should rest on evidence from comparable traffic and on whether region-specific content exists. Global aggregates and article counts can mask gaps that would surface in the new region.

Question 25Launch Fin

After launch, a team wants to reduce escalations without lowering answer accuracy. Which approach best fits that constraint?

  1. Identify top escalation drivers and close the specific knowledge gaps behind them Correct answer.
  2. Remove escalation options from the Messenger
  3. Loosen answer grounding so Fin replies more often
  4. Route all conversations to Fin regardless of confidence

Explanation

Reducing escalations while preserving accuracy requires targeted content work on the questions that drive escalations. Loosening grounding or removing escalation paths would raise risk rather than improve genuine resolution.

Question 26Setting up your AI-first helpdesk

In an AI-first Intercom workspace, what is the primary role of Fin as soon as it is enabled on a helpdesk channel?

  1. It resolves and answers inbound conversations using your content and configured actions Correct answer.
  2. It drafts internal notes for teammates to review before any reply is sent
  3. It routes every conversation to a human before generating any answer
  4. It replaces the inbox and disables human teammate access

Explanation

Fin is the AI agent that answers and resolves conversations directly in the channels where it is turned on. It draws on your help center content, snippets, and configured actions rather than waiting for a human to draft replies. Human teammates remain available and can take over when needed.

Question 27Setting up your AI-first helpdesk

A support lead wants Fin to answer only in the Messenger and not in email. Where is this controlled?

  1. In teammate permissions, by restricting who can reply to emails
  2. In the Fin settings, by choosing which channels Fin is enabled on Correct answer.
  3. In the reporting dashboard, by filtering conversations by channel
  4. In the help center settings, by unpublishing email-specific articles

Explanation

Fin is enabled per channel, so you can turn it on for Messenger while leaving email to humans. Channel selection lives in the Fin configuration rather than in permissions, content publishing, or reporting. This lets teams roll out AI resolution gradually.

Question 28Setting up your AI-first helpdesk

What is the recommended first step before enabling Fin to answer customers in a new workspace?

  1. Ensure your help center content is accurate and published Correct answer.
  2. Turn off all teammate inboxes during the rollout
  3. Import a large set of external FAQs without review
  4. Disable the help center to avoid conflicting answers

Explanation

Fin's answer quality depends on the content it can draw from, so accurate, published help center articles are the foundation. Reviewing and cleaning content before launch reduces wrong or missing answers. Disabling the help center or inboxes would remove the sources and paths Fin relies on.

Question 29Setting up your AI-first helpdesk

Which Intercom capability lets Fin perform a task such as looking up an order status during a conversation?

  1. An action configured for Fin to call an external system Correct answer.
  2. A macro that appends a canned reply
  3. A teammate away status
  4. A conversation tag applied manually

Explanation

Fin actions let the AI agent call external systems or internal workflows to complete tasks like order lookups. Macros and tags are human-operated tools that do not give Fin live task execution. This is how AI-first helpdesks move beyond static answers.

Question 30Setting up your AI-first helpdesk

What does a handoff from Fin to a human teammate typically involve?

  1. Fin converts the conversation into a help center article
  2. Fin closes the conversation and asks the customer to start a new one
  3. Fin deletes the conversation history to protect privacy
  4. Fin transfers the conversation into the inbox with context preserved for the teammate Correct answer.

Explanation

When Fin cannot resolve a conversation or a handoff rule triggers, the conversation moves to the inbox with its history intact so a teammate can continue seamlessly. The customer does not need to restart, and history is not deleted. This continuity is central to an AI-first helpdesk design.

Question 31Setting up your AI-first helpdesk

Which setting determines the tone and persona Fin uses when replying to customers?

  1. The Fin tone and personality configuration Correct answer.
  2. The inbox assignment rules
  3. The company's billing plan
  4. The teammate's individual signature

Explanation

Fin's tone and personality settings shape how the AI agent phrases its replies, such as friendly or formal. Inbox rules, signatures, and billing plans do not define Fin's voice. Setting tone deliberately keeps AI responses consistent with brand guidelines.

Question 32Setting up your AI-first helpdesk

What is the purpose of a guidance or instruction set added to Fin?

  1. To give Fin specific rules and context for how to answer in certain situations Correct answer.
  2. To generate invoices for customers
  3. To schedule teammate shifts automatically
  4. To replace the help center with freeform AI memory

Explanation

Guidance lets admins give Fin explicit rules, constraints, and context so it handles edge cases consistently. It supplements help center content rather than replacing it. It has nothing to do with staffing or billing functions.

Question 33Setting up your AI-first helpdesk

A team wants to see how many conversations Fin resolved without human involvement. Which metric should they track?

  1. Teammate assignment count
  2. Help center article views
  3. Median first response time
  4. Fin resolution rate Correct answer.

Explanation

Fin resolution rate measures the share of conversations Fin fully resolved without a human. First response time and assignment counts describe human workflow, and article views describe content engagement. Resolution rate is the key AI-first helpdesk outcome metric.

Question 34Setting up your AI-first helpdesk

A workspace has strong help center articles but Fin still gives vague answers on product-specific questions. What is the most targeted first improvement?

  1. Disable Fin entirely and rely on macros
  2. Reduce the help center to a single landing page
  3. Add specific, well-structured content and guidance covering those product topics Correct answer.
  4. Increase the number of teammates in the inbox

Explanation

Vague answers usually signal missing or imprecise source content for those topics. Adding focused articles and guidance gives Fin the material it needs to answer precisely. Staffing changes or removing content do not address the knowledge gap.

Question 35Setting up your AI-first helpdesk

Which approach best describes how Fin should be rolled out to reduce risk of poor answers?

  1. Remove all human teammates from the inbox permanently
  2. Enable Fin on all channels at once with no review
  3. Turn off reporting so customers are not measured
  4. Pilot on one channel or audience, review conversations, then expand Correct answer.

Explanation

A staged rollout lets teams review Fin's actual conversations and correct content or guidance before expanding. Launching everywhere at once increases exposure to unresolved issues. Reporting and human teammates remain essential during rollout.

Question 36Setting up your AI-first helpdesk

A customer asks a question Fin cannot answer from existing content. What is the most useful workflow for improving coverage?

  1. Delete the conversation to keep reports clean
  2. Ignore the conversation and hope it does not recur
  3. Review unresolved conversations and create or update content for recurring gaps Correct answer.
  4. Turn off Fin for that customer permanently

Explanation

Reviewing conversations Fin could not resolve reveals content gaps, and recurring questions signal where new or improved articles are needed. Ignoring or deleting them hides the signal. Permanent opt-outs do not improve coverage for other customers.

Question 37Setting up your AI-first helpdesk

How do Fin actions differ from help center articles as a knowledge source?

  1. Actions are only visible to teammates, while articles are only visible to Fin
  2. Actions provide static text, while articles perform lookups
  3. Actions let Fin retrieve or change data in external systems, while articles provide explanatory content Correct answer.
  4. Actions and articles are identical in function

Explanation

Articles explain information, while actions let Fin interact with systems to fetch or update live data such as order status. They complement each other: content explains, actions execute. Neither is restricted by audience in the way described.

Question 38Setting up your AI-first helpdesk

A support manager wants Fin to escalate billing disputes to a specialized team rather than attempt resolution. What configuration supports this?

  1. A lower tone setting for Fin
  2. A new help center collection about billing
  3. A macro that closes the conversation
  4. A handoff or routing rule that sends those conversations to the billing team Correct answer.

Explanation

Handoff and routing rules let you define when Fin steps aside and where the conversation should go, such as a specialized team. Tone, content collections, and closing macros do not direct conversations to the right team. This keeps sensitive issues with trained humans.

Question 39Setting up your AI-first helpdesk

Which practice best keeps Fin's answers aligned with current product changes?

  1. Freeze all content after launch
  2. Remove version details from all articles
  3. Rely solely on Fin's general knowledge
  4. Review and update help center content on a regular cadence Correct answer.

Explanation

Regular content maintenance ensures Fin reflects the latest product behavior. Freezing content or relying on general knowledge leads to outdated or inaccurate answers. Keeping version details where relevant helps customers get precise guidance.

Question 40Setting up your AI-first helpdesk

What is the effect of adding a custom answer for a specific question in Fin settings?

  1. It deletes the related help center article
  2. It lets you control the exact response for that question instead of a generated one Correct answer.
  3. It forces every conversation to a human
  4. It permanently disables all other answers

Explanation

Custom answers let admins define precise responses for specific questions where generated wording is not ideal. They do not disable other answers, delete content, or force human handoff. This gives control over high-stakes or brand-sensitive replies.

Question 41Setting up your AI-first helpdesk

A team notices Fin answers are accurate but too verbose for Messenger. Which adjustment is most appropriate?

  1. Disable the Messenger channel
  2. Add more long-form articles to the help center
  3. Increase the number of teammates
  4. Adjust Fin's tone and response style settings Correct answer.

Explanation

Response style and tone settings shape the length and phrasing of Fin's replies, which matters in constrained channels like Messenger. Adding longer articles would not shorten answers, and disabling the channel removes the capability. Staffing does not change Fin's verbosity.

Question 42Setting up your AI-first helpdesk

Which element is essential for Fin to answer a question about a policy that is not documented anywhere in the workspace?

  1. A teammate's personal memory of the policy
  2. A conversation tag applied after the fact
  3. A higher billing tier alone
  4. Documented content or guidance that states the policy Correct answer.

Explanation

Fin answers from documented sources and configured guidance; undocumented knowledge cannot be reliably retrieved. Personal memory, billing tiers, and retrospective tags do not supply the missing policy. Documenting the policy is the prerequisite for accurate AI answers.

Question 43Setting up your AI-first helpdesk

What distinguishes an AI-first helpdesk setup from a traditional inbox-first setup?

  1. AI resolution is the default first line, with humans handling escalations Correct answer.
  2. Humans answer every conversation before AI is involved
  3. Customers cannot reach humans at all
  4. AI is used only for internal reporting

Explanation

In an AI-first helpdesk, Fin attempts resolution first and humans focus on escalations and complex cases. Humans remain reachable, so customers are not cut off. AI is not limited to internal reporting in this model.

Question 44Setting up your AI-first helpdesk

A workspace wants Fin to greet customers with a specific opening line before answering. Which configuration area is most relevant?

  1. The teammate permission groups
  2. The billing invoice settings
  3. Fin's greeting and response settings Correct answer.
  4. The conversation export settings

Explanation

Greeting and response settings control how Fin opens and frames conversations. Permissions, billing, and export settings do not shape customer-facing greetings. Customizing the greeting keeps the AI experience on-brand.

Question 45Setting up your AI-first helpdesk

Which signal most strongly suggests Fin's content sources contain conflicting information?

  1. Fin hands off conversations to humans
  2. Fin uses a friendly tone
  3. Fin responds quickly to all questions
  4. Fin gives different answers to the same question depending on phrasing Correct answer.

Explanation

Inconsistent answers to the same underlying question often indicate conflicting or ambiguous source content. Fast responses, handoffs, and friendly tone are normal behaviors and do not by themselves signal conflicts. Resolving source conflicts improves consistency.

Question 46Setting up your AI-first helpdesk

A company wants Fin to verify a customer's identity before sharing account details. What is the most appropriate design?

  1. Configure a verification step or action before Fin discloses account data Correct answer.
  2. Ask customers to email a teammate for every question
  3. Disable all account-related content permanently
  4. Rely on Fin's general judgment with no configured checks

Explanation

Sensitive data disclosure should be gated by a configured verification step or action so Fin confirms identity before sharing details. Relying on unguided judgment risks improper disclosure. Disabling content or routing everything to email avoids the problem rather than solving it.

Question 47Setting up your AI-first helpdesk

After a product rebrand, Fin begins citing outdated terminology. What is the most effective corrective sequence?

  1. Disable reporting until the rebrand is forgotten
  2. Add more teammates to answer the same questions
  3. Update affected content and guidance, then review Fin conversations for remaining outdated references Correct answer.
  4. Lower Fin's tone formality and wait

Explanation

Outdated terminology traces back to source content and guidance, so those must be updated first, followed by conversation review to catch residual references. Reporting, staffing, and tone changes do not remove outdated source material. This sequence fixes the cause and verifies the result.

Question 48Setting up your AI-first helpdesk

A team wants to measure whether Fin handoffs are happening for the right reasons. What is the most informative approach?

  1. Measure teammate login frequency
  2. Count total conversations only
  3. Track help center page load times
  4. Review handoff reasons alongside conversation transcripts to spot avoidable escalations Correct answer.

Explanation

Reviewing why handoffs occur, combined with transcripts, reveals whether escalations are appropriate or caused by fixable content gaps. Raw conversation counts, page load times, and login frequency do not explain handoff causes. This analysis improves both AI coverage and human efficiency.

Question 49Setting up your AI-first helpdesk

Which scenario best justifies creating a Fin action rather than a new help center article?

  1. Explaining the company's refund policy in general terms
  2. Letting a customer check the live status of their specific shipment Correct answer.
  3. Listing the company's office locations
  4. Describing how to reset a password

Explanation

Live, customer-specific data such as shipment status requires an action to query an external system. General policy explanations, reset instructions, and office listings are static information suited to articles. Choosing the right mechanism keeps answers accurate and useful.

Question 50Setting up your AI-first helpdesk

A workspace enables Fin but keeps all human teammates in the inbox with no handoff rules. What is the most likely downside?

  1. Customers will lose access to the Messenger
  2. Fin will refuse to answer any question
  3. Conversations Fin cannot resolve may sit without clear ownership or routing Correct answer.
  4. Help center content will be deleted automatically

Explanation

Without handoff rules, conversations Fin cannot resolve lack a defined path to the right humans, risking delays. Fin still answers what it can, content is not deleted, and Messenger access remains. Defining handoff rules completes the AI-first setup.