Expand Fin to email
Expand Fin to email covers extending Fin beyond chat into asynchronous email support, where reply quality, threading, and handoff design matter more than instant clarification.
Core rules
- Connect the mailbox properly. Forward the support address to Intercom, configure the email channel, and verify authentication (SPF/DKIM) and reply-from branding. Test with external senders, not internal aliases.
- Decide auto-resolution vs review. Fin can answer eligible inbound emails automatically; for sensitive queues, use human review of Fin drafts or restrict Fin's audience. Match the mode to risk.
- Write for asynchronous readers. Email lacks quick clarification, so answers should include prerequisites, steps, links, and next steps. Avoid chat-style fragments.
- Handle attachments and threading. Confirm how attachments are stored and viewed, and ensure replies stay in the same thread. Watch for forwarding loops and duplicate auto-replies.
- Set handoff and SLA. Escalated emails need an owner, priority, and response-time expectation. Include Fin's summary so the human does not restart discovery.
Worked example
A team forwards support@ to Intercom. They enable Fin for password and billing FAQ emails, but route refund requests to Billing for human review. They test with Gmail and Outlook senders, confirm SPF/DKIM, and set a 4-hour first-response SLA. After two weeks, they expand Fin to order-status emails because the procedure and action are reliable.
Traps
Auto-sending untested answers; forwarding loops; ignoring attachments; using chat tone in email; and enabling Fin on a shared mailbox without clear ownership.