Book Calls For October Is Open Book Now
Tips, guides, and insights on Intercom, customer engagement, and building better support experiences.
Career
Deciding who should configure and tune your Intercom Fin AI agent, an in-house hire, a freelancer, or an agency, comes down to scope, bandwidth, and how much ongoing tuning the deployment actually needs.
Intercom
A practical look at how Intercom's Fin AI Agent handles customer data: what gets sent to the LLM, whether it trains on your conversations, and what to check before turning it on for a business with sensitive data.
Automation
Fin AI Agent knows when to hand off a conversation, but Intercom doesn't automatically know who should catch it. Here's how escalation rules and assignment workflows actually work together, and where routing setups usually break down.
Design
Most teams tune Fin AI's answers and ignore the widget around it. Here's how launcher placement, welcome messages, and CTA wording change whether visitors ever open the chat.
Bots
A practical walkthrough for building an Intercom Custom Bot that asks the right qualifying questions, saves the answers to the lead's profile, and routes the good-fit ones before Fin AI or a rep ever has to sort through the noise.
Integration
Connecting your CRM to Intercom sounds like it should get sales and support on the same page automatically, but the two integrations work very differently under the hood. Here's what actually moves between systems, and where the gaps show up.
Analytics
Your resolution rate can look fine on the surface while specific, high-volume questions keep slipping through. Here's the actual workflow for finding those gaps in Intercom and closing them.
Setup
Fin AI's automatic answers handle most questions well, but pricing, refunds, and cancellation policies deserve an exact, tested response. Here's how to set up custom answers that keep those conversations consistent.
AI
Intercom sells two different AI products under the Fin name: one resolves customer conversations on its own, the other makes your human agents faster. Here's how to tell which one your team actually needs.
Intercom
A practical look at what actually happens when you move from Zendesk to Intercom, from migrating tickets and help content to rebuilding automation around Fin AI.
Career
Businesses adopting Intercom's Fin AI need more than the software itself, they need someone who knows how to configure and tune it well. Here is what it actually takes to build a career or consulting practice doing that work.
Automation
Intercom actually gives you three separate tools for automating onboarding messages, and most businesses only learn how they fit together after building something clunky. Here's how Series, Workflows, and Fin AI each do a different job, and how to wire them together.