Course catalog

Configure Fin, test the experience, and achieve your first AI resolutions.

Deploy Fin Analyze Fin Train Fin Test Fin Course

Setting up your AI-first helpdesk

Learn how to set up Intercom with the right foundations to run an AI-first support operation from the start.

Course Manage Intercom

Build Fin Procedures

Connect Fin to your systems and transform your SOPs into Procedures that resolve your most complex queries.

Train Fin Course

Scale an existing Fin deployment to automate everything content alone can resolve, across every channel and audience.

Deploy Fin Analyze Fin Train Fin Course

Get started with Fin Operator

Use Fin Operator to analyze your support operation, fix issues, and ship approved improvements from a single conversation.

Analyze Fin Lesson

Learn how to set it up confidently to handle all types of sales conversations like your best SDR.

Course Fin for Sales

Expand Fin to email

Take Fin beyond chat, handle email the right way, and unlock a whole new layer of resolution.

Deploy Fin Analyze Fin Train Fin Course

Fundamentals for support agents

Onboard your team to their agent experience.

Course Manage Intercom

Fundamentals for support managers

Lead a high-performing, AI-first team to hit aggressive automation targets.

Course Manage Intercom

Outbound support

Support your customers proactively, via email, in-product messages, product tours, and more.

Course Manage Intercom

Making the shift to an AI-first helpdesk

Why the order you build your helpdesk matters when Fin is handling the first response.

Lesson Manage Intercom

The 4 building blocks of AI-first escalation

Understand how guidance, attributes, escalation rules, and workflows combine to route conversations to your team with full context.

Lesson Manage Intercom

Exploring AI Insights

A deeper overview of the tools that help you understand what's happening across your support operation

Lesson Manage Intercom

Introducing AI Insights

How Fin gives you complete visibility, and the tools you'll use to act on it.

Lesson Manage Intercom

Fin for Sales: Create your Playbook

Generate and configure the playbook that tells Fin for Sales how to qualify and route your sales leads.

Lesson Fin for Sales

Fin for Sales: Add your Content

Point Fin to the knowledge it needs to answer prospect questions during sales conversations.

Lesson Fin for Sales

Fin for Sales: Guidance

Shape how Fin for Sales sounds, handles edge cases, and understands your business in sales conversations.

Lesson Fin for Sales

Fin for Sales: Enrich leads with Integrations

Connect your CRM, enrichment tools, and calendar so Fin can research prospects and act on outcomes automatically.

Lesson Fin for Sales

Fin for Sales: Deploy in a Workflow

Set up workflows to control when, where, and how Fin for Sales engages your prospects across channels.

Lesson Fin for Sales

Fin for Sales: Test before going live

Run three end-to-end test scenarios to confirm Fin is qualifying and routing prospects correctly.

Lesson Fin for Sales

Fin for Sales: Customize the Spotlight Messenger

Configure the Spotlight Messenger's audience and appearance for your sales conversations.

Lesson Fin for Sales

Fin for Sales: Analyze performance

Use the sales performance, leads, and conversations reports to understand how Fin for Sales is qualifying prospects.

Lesson Fin for Sales

How email differs from chat for Fin

Learn how email differs from chat and set Fin up for success on this channel.

Train Fin Lesson

Train Fin over email

Learn how to configure guidance and other features so Fin behaves effectively over email.

Train Fin Lesson

Deploy Fin over email

Learn how to configure a dedicated email workflow for Fin and roll it out with confidence.

Deploy Fin Lesson

Optimize Fin over email

Learn how to monitor, optimize, and continuously improve Fin's performance over email.

Analyze Fin Lesson

How Fin actually works

Your mental model for how Fin responds to customers and generates answers.

Train Fin Lesson

Guide Fin's responses

Learn how Guidance enforces your policies and shapes how Fin responds in real conversations.

Train Fin Lesson

Why content quality matters

How high content quality scales accuracy and trust.

Train Fin Lesson

Transform your customer experience

See how Fin transforms your support experience and learn which types of conversations to automate first.

Train Fin Lesson

Build a basic Fin-first workflow

Deploy Fin on any support channel fast.

Deploy Fin Lesson

Understand customer experience at scale.

Analyze Fin Lesson

Recommendations

Get AI-powered recommendations to improve Fin’s performance.

Analyze Fin Lesson

Topics Explorer

Know exactly what’s driving support volume, no tagging or manual effort required.

Analyze Fin Lesson

Preview Fin's answers

Test and validate Fin's answers in Preview before publishing changes.

Test Fin Lesson

Create team inboxes

Set up team inboxes so Fin routes escalated conversations to the right people with the right assignment method.

Lesson Manage Intercom

Setting up your Knowledge for an AI-first support operation

How to set up Knowledge in Intercom so it works for Fin, your help center, and your team at the same time.

Lesson Manage Intercom

Structuring customer and conversation data in Intercom

Learn how data powers insights and automation in Intercom.

Lesson Manage Intercom

Setting your success benchmarks after onboarding to Intercom

Getting Fin live is one thing—keeping it performing is another. Set a benchmark from your own data and follow a 90-day plan to keep improving.

Lesson Manage Intercom

The inbox's new job

How your inbox changes when Fin handles the front line, and why organizing around expertise beats organizing around volume.

Lesson Manage Intercom

Configure your workspace settings

The settings that need to be right before you build anything else in your workspace: timezone, office hours, reply expectations, and identity.

Lesson Manage Intercom

Continuously evaluate and improve Fin's conversation quality at scale.

Analyze Fin Lesson

See & understand the biggest shifts in your conversation volume, Fin resolution rate, and CX Score.

Analyze Fin Lesson

Confidently deploy Fin and the Intercom Helpdesk to drive immediate value.

Build an advanced Fin-first workflow

Design advanced escalation workflows that route conversations to the right team based on context and urgency.

Deploy Fin Lesson

What is a procedure?

Let Fin make decisions, get data, and take action across systems on behalf of your customers.

Train Fin Lesson

Map your first procedure

Choose the right use case for your first procedure and map it out before you start building.

Train Fin Lesson

Data Connectors for Procedures

Give Fin access to the data it needs to help your customers.

Train Fin Lesson

Write your first procedure

Build a real procedure from trigger to resolution.

Train Fin Lesson

Simulate a procedure

Validate your procedure across multiple scenarios and edge cases before it goes live.

Train Fin Lesson

Map your Fin Attributes

Set up Fin Attributes to automatically classify conversations and power smarter routing and reporting.

Train Fin Lesson

Choosing the right content for Fin

Choose the right content for Fin based on your deployment scope.

Train Fin Lesson

Test Fin's answers before going live

Use batch testing to pressure-test Fin's answers at scale before rollout.

Test Fin Lesson

Set Fin live with confidence

Put Fin in real conversations and learn how real customer behavior improves its performance.

Deploy Fin Lesson

Week one with Fin

Structure your first week after launch to monitor performance and start improving Fin's resolution rate.

Analyze Fin Lesson

Getting started with Knowledge Hub

Learn how to manage, control and optimize all your content that powers AI, agents, and self-serve support.

Course Manage Intercom

Getting started with Fin AI Copilot

Equip your team with AI Copilot to expand support capacity without increasing headcount.

Course Manage Intercom

Using AI as a Knowledge Manager

Intercom's Senior Knowledge Manager, Beth-Ann, talks about using AI in her role

Train Fin Lesson Manage Intercom

Get to know Series

Learn how to use series to create targeted, cohesive messaging campaigns.

Course Manage Intercom

Scaling AI in support

Strengthen results, expand coverage, and drive long-term impact.

Support agent certification

Today, providing great support isn’t optional. Prove you’re a master at creating a world-class customer support experience using Intercom.

Support manager certification

Showcase your skills in creating a flexible customer support experience which works at high volumes, reduces support costs and increases the value provided by Support teams across the business.

Workflows templates

Kickstart your journey into automation with these popular Workflows templates

Course Manage Intercom

Workflows courses

Design automated workflows to orchestrate complex journeys and reduce manual triaging.

Collection Manage Intercom

Workflows (intro)

Drive efficiency with these powerful automations.

Course Manage Intercom

Workflows (advanced)

Take your automations to the next level.

Course Manage Intercom

Map your customer experience

Define where you're starting and set a realistic deployment scope before launching Fin.

Train Fin Lesson

How to exclude topics and audiences from Fin

Use Escalation Rules and Guidance to control when Fin hands conversations to your team.

Train Fin Lesson

Introduction to training Fin

Understand the Train section and the three essentials for shaping Fin's performance.

Train Fin Lesson

Introduction to testing Fin

Learn the key ways to test Fin and the cycle of continuous improvement before going live.

Test Fin Lesson

Introduction to deploying Fin

Understand why putting Fin first unlocks better insights and control over your customer experience.

Deploy Fin Lesson

How to evaluate Fin's performance

Understand the three key metrics that define how Fin is performing across your support operation.

Analyze Fin Lesson

Anticipate and deliver on your customers' support needs, where they are, before they ask for help.

Collection Manage Intercom

Organizing your Intercom inbox with views

Set up custom views to monitor key escalations in real time.

Lesson Manage Intercom

Setting up Copilot for your team

Get Copilot up and running so your support team can work with AI assistance.

Lesson Manage Intercom

Using tickets and macros in Intercom

Configure ticket types and build a macro library for handling Fin escalations consistently.

Lesson Manage Intercom

Invite your teammates to Intercom

Invite your team and set them up for success.

Lesson Manage Intercom

Installing and customizing the Fin Messenger

Install, secure, and brand your Messenger so customers get a great first impression of Fin.

Lesson Manage Intercom

Close content gaps for Fin

Find, diagnose, and close the content gaps holding back your Fin resolution rate.

Train Fin Lesson

Owning knowledge management for Fin

Structure who owns Fin's knowledge so it stays accurate as you scale.

Train Fin Lesson

Manage Fin Guidance at scale

Structure and audit Fin's Guidance as your deployment grows, so instructions don't conflict.

Train Fin Lesson

Show Fin's impact to your leadership team

Translate Fin's performance into the cost, customer, and strategic outcomes your leadership team actually cares about.

Analyze Fin Lesson

Expand Fin to additional channels

Deploy Fin across phone, WhatsApp, social, SMS, Slack, Discord, and custom channels.

Deploy Fin Lesson

Webinar: Procedures

Unlock smarter automation with Procedures.