Who should get an Intercom conversation Fin cannot handle?

Intercom’s inbox can receive Messenger chat and forwarded support email. Choose the team and person responsible for following up. If you turn on a dedicated bot inbox, check when the human assignment runs after Fin or a workflow hands off.

For a billing question, let a person check the customer’s account when the answer depends on private details. Review what knowledge and conversation data the feature can use before giving it access.

When can Fin count an outcome even when a person takes over?

Intercom plans charge for seats and separately for usage such as Fin outcomes. Fin can count a confirmed or assumed resolution, and a completed configured Procedure handoff can also count. The current service is charged at most once per conversation.

A customer explicitly asking for a person or a Procedure that fails to complete does not itself earn an outcome. Check the current price, which workflows qualify, and charges for your messaging channels. Fin on another helpdesk is a separate offer with its own minimum commitment.

Will a conversation transcript include internal notes?

Intercom excludes internal notes from conversation transcript exports. Its individual ticket text export offers a separate option to include internal notes and hidden attributes. Check your export permission and whether you are exporting a ticket or a conversation.

Keep the export somewhere protected and check where your workspace processes AI data. Before moving an inbox, test one authorized example for replies, notes and attachments rather than assuming every field comes across.

How would you check a Fin handoff without enabling it?

Draw a fictional billing conversation, a general help answer and a case that needs a person. Use paper and no connected inbox, customer data or workflow.

Choose what the bot can answer
Use approved general help text for a simple question. Mark account-specific questions for human review and keep private details out of the paper example.
Mark who follows up
Draw where the conversation goes if the customer asks for a person. Distinguish that request from a completed Procedure that hands off after doing its configured work.
Sketch the export
Put the public conversation and internal notes in separate boxes. Mark which export can include each and who should be allowed to receive a copy.