Fini runs inside your existing Intercom workspace as an AI agent that replies on chat and email conversations, using the Fini agent you map to each brand. When it can’t resolve a conversation, Fini escalates it to your human team and tags it fini_escalated_human_agent; Fini’s app is listed on the Intercom App Store. Connect Fini to Intercom so your AI agent can read incoming conversations, draft replies, and respond on the brands and channels you choose. Configuration lives entirely on the Fini side once Intercom is authorized: agent-to-brand mapping, reply timing, and reply-behavior rules are all set from the Intercom deploy page.

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At a glance

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Before you connect

You’ll need:
  • An Intercom workspace with permission to install third-party apps. If you’re not sure whether you have it, ask your Intercom admin or workspace owner.
  • At least one agent already created in Fini. If you haven’t created one yet, do that first from Agent home.
If your Intercom workspace has multiple brands, you can map a different Fini agent to each brand. If you only have one brand, the same agent will respond across all incoming traffic.

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What Fini does with your Intercom

Intercom shows the full list of permissions Fini requests on the consent screen during authorization. Read each line before you approve. The operations Fini performs on your workspace:
  • Read workspace identity: fetches your workspace ID and the admin user authorizing the install.
  • Read incoming conversations: required so the agent can understand context and compose replies.
  • Reply on conversations: as the authorized admin, when a mapped agent decides to respond.
  • Read and create tags: Fini creates and uses Intercom tags to mark conversation state: fini_escalated_human_agent, fini_resolved, and fini_waiting_for_customer. Fini also creates Fini Skip Webhook so you can opt specific conversations out of automated processing. If tags with these names already exist, Fini reuses them.
Fini’s Intercom app is listed on the Intercom App Store, where the full permission set is published in line with Intercom’s app guidelines. We recommend reviewing it before authorizing.

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Connect Intercom

When you first open the Intercom deploy page, you’ll see an Authorize Integration button. Intercom uses pure OAuth. There’s no subdomain or credentials to enter ahead of time.
Intercom deploy page before connecting
1

Click Authorize Integration

An Intercom authorization window opens. Sign in with an account that has permission to install apps in your Intercom workspace.
2

Select the workspace and approve

If your Intercom account has access to multiple workspaces, pick the one you want to connect to Fini. Review and approve the permissions Fini requests.
3

Return to Fini

Once Intercom redirects you back, the page expands to show the full configuration with your connection metadata.
Intercom deploy page after connecting, showing all configuration sections

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Configure your deployment

After connecting, three sections appear on the Intercom deploy page. Each is independent. You can configure them in any order.

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Connection Details

Read-only metadata about the integration:
  • Connected at: the timestamp of the most recent successful authorization.
  • Connected by: the team member whose Intercom account authorized the integration.
If you ever need to swap the connected Intercom account, disconnect first (see Troubleshooting) and re-authorize from the new account.

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Agent Routing

Decides which Fini agent replies on which Intercom brand, separately for email tickets and chat conversations. For each channel (Email Agent and Brand Mapping, Chat Agent and Brand Mapping):
  1. Click Select an agent and pick the Fini agent that should respond.
  2. Click Select brands and select the brand names that agent should respond to.
Brand selection dropdown showing the available Intercom brands
Click + Add Agent to map additional agents to additional brand sets. Useful when you want different agents for different products or regions.

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How Fini reads the brand at runtime

This is the most common reason brand routing doesn’t work. Read this section carefully if you intend to route by brand.
Intercom doesn’t have a built-in “brand” field on conversations. Fini reads the brand from a custom conversation attribute named Brand (or brand, case-insensitive). For each incoming conversation, Fini:
  1. Looks for custom_attributes.Brand (then custom_attributes.brand) on the conversation.
  2. Compares that value against the brand names you selected in Agent Routing.
  3. Picks the agent mapped to the matching brand.
  4. If no brand attribute is set, or no mapping matches, Fini falls back to the wildcard agent: the agent mapped without selecting any brands.
To make brand-based routing work in your Intercom workspace, the Brand custom attribute must be populated on each conversation before Fini receives it. Common ways to do this:
  • An Intercom Workflow that sets Brand based on the channel, intake source, or recipient address
  • Your own server-side script that creates the conversation with the attribute pre-set
  • Manual entry by support agents on each conversation
The attribute value must match exactly one of the brand names you’ve selected in Fini’s Agent Routing. String comparison, case-sensitive on the value (only the attribute key is case-insensitive).
Always configure at least one wildcard agent (mapped without selecting any brands). It catches conversations where the Brand attribute is missing, misspelled, or doesn’t match any mapping. Without it, those conversations get no reply.

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Reply Settings

Controls how long Fini waits before posting a reply.
  • Email response delay (seconds): wait time before the agent posts on email tickets.
  • Chat response delay (seconds): wait time before the agent posts on chat conversations.
Setting 0 makes the agent reply as soon as it has an answer. Higher values can make the agent feel less robotic, or give human agents a chance to take over first.

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Configure reply behavior

Reply Behavior is the higher-level rule layer that decides when the agent should post a direct reply, leave an internal note, or stay silent. Click Go to Reply Behavior Settings on the Intercom page to configure these rules. They apply across all channels, not just Intercom.

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Verify it’s working

  1. From your connected Intercom workspace, send a test conversation to one of the brands you’ve mapped.
  2. Wait the configured response delay, then check the conversation. The mapped Fini agent should have posted a reply.
  3. If nothing appears, see Troubleshooting.

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Common questions

No. Fini connects to your Intercom workspace over OAuth and replies on conversations where they already are. Your team keeps working in Intercom. See Fini on top of your helpdesk.
It escalates the conversation to your human team and applies the fini_escalated_human_agent tag, so your team can find it in Intercom.
Most often the Brand attribute was missing or didn’t match a mapped brand, and no wildcard agent exists. Map at least one agent without selecting brands so it catches everything else.
Yes. Tag it Fini Skip Webhook, which Fini creates so you can opt conversations out of automated processing. To pause Fini on all Intercom traffic, add a No Reply rule in Reply Rules with Integration Provider equal to intercom.
Not if you tell it not to. Add a No Reply rule in Reply Rules with Human Agent Assigned equal to True. A higher response delay in Reply Settings also gives your team a chance to take over first.

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Troubleshooting

Authorization failed or expired. Click Authorize Integration again from the Intercom deploy page. Make sure you’re signing in with an Intercom account that has app-installation permission for the workspace. The agent isn’t replying. Check, in order:
  1. Is an agent mapped to the brand the conversation came in on? (Empty brand selector = “all brands”; an explicit brand list excludes everything else.)
  2. Is the agent enabled and trained?
  3. Is the response delay much higher than expected?
  4. Are there Reply Behavior rules that suppress replies on this channel or conversation type?