Taxpro - Intercom Automation, Fin AI Agent and Reusable React Messenger Component

Overview

Taxpro helps UK workers claim back tax they are owed through HMRC, covering things like uniforms, mileage, tools, working from home and professional fees across the last four tax years, on a no refund, no fee basis. With thousands of claims handled and a steady flow of new visitors, the support team needed a way to answer common questions instantly, guide people into the refund check, and only bring humans in when it really mattered.

The Challenge

Most visitors arrive with the same handful of questions: Am I eligible? How much could I get back? What are the fees? How long does it take? Answering these manually slowed the team down and meant warm leads sometimes went cold before anyone replied. Taxpro also needed Intercom to appear in the right places across the site without developers wiring it up from scratch on every page.

What I Built

1. Full Intercom setup and automation

I configured the Intercom Messenger end to end, matched to Taxpro's brand, with a welcome experience that greets visitors, explains the service in plain language, and offers clear next steps through quick reply options: "Start my refund check", "Ask a question" and "Just browsing". Each path routes the visitor into the right workflow, so people ready to claim are pushed straight toward the refund check, people with questions are answered immediately, and casual visitors are kept engaged without pressure. I built the supporting automations for routing, tagging and handover so conversations land with the right person with full context.

2. Fin AI Agent integration

I set up and trained Intercom's Fin AI Agent on Taxpro's own content, including how the process works, fees, eligibility, job-specific expenses and typical timelines. Fin now resolves the most common questions instantly, 24/7, in Taxpro's tone of voice. When a question needs a human, such as account-specific queries or complex cases, Fin hands the conversation over smoothly to the support team instead of leaving the customer stuck.

3. Reusable React Intercom component

On the development side, I built a custom, reusable React component that wraps Intercom so it can be called anywhere in the system. Instead of embedding the Messenger globally or repeating setup code, the team can drop the component into any page or section where they want Intercom available and leave it out where they don't. This gives Taxpro page-level control over where the Messenger appears, keeps the integration consistent across the product, and makes future changes a one-place update rather than a site-wide hunt.

The Result

Taxpro now has an always-on support and conversion layer: visitors get instant, accurate answers, qualified leads are guided directly into the refund check, and the support team spends its time on conversations that genuinely need a person. On the engineering side, Intercom is now a clean, reusable building block that developers can deploy on any page in minutes.

Tools and Stack

Intercom Messenger, Fin AI Agent, Intercom Workflows, React