Intercom

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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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.

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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.

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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.

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

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).

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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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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?