- Introduction
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Making the shift to an AI-first helpdesk 4 min
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The inbox's new job 4 min
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Mapping your support experience 5 min
- Phase 1: Your support command center
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Configure your workspace settings 5 min
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Set up your team inboxes 5 min
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Import & structure data 6 min
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Organizing your inbox with views 3 min
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Using tickets and macros after escalation 7 min
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Setting up Copilot for your team 4 min
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Invite your teammates 4 min
- Phase 2: Build Your Knowledge Base
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Setting up your Knowledge for an AI-first support operation 6 min
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Adding your content 7 min
- Phase 3: Orchestrate Escalations and Handoffs
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Designing your AI-human handoff 3 min
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Setting up Guidance 4 min
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Using Fin Attributes to power smart escalations 4 min
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Decide when Fin should escalate 6 min
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Deploy your Fin-first workflow 5 min
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Testing with your team before going live 3 min
- Phase 4: Open Your Support Channels
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Installing and customizing the Messenger 6 min
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Connecting email and deploying Fin 4 min
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Connecting your other channels and integrations 3 min
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Set the right expectations 3 min
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Go live 3 min
- Phase 5: Understand What Your Customers Need
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Intro to AI insights 3 min
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Week one 4 min
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Using AI Insights 2 min
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Setting your success benchmarks 6 min
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Recap 1 min
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.
If you’re leading Intercom’s implementation, whether that’s as a support manager, a CX leader, or someone tasked with driving the AI strategy for your team, this course is built for you.
Over five phases, you’ll build everything your AI-first support operation needs: a support command center, a knowledge base Fin can actually work with, smart escalation logic, your channels, and the habits that keep things improving after launch. Some phases will need input from other colleagues, so think of it as a guide for the person steering, not a solo project.
By the end, Fin is handling the routine and repetitive volume, your team is focused on the conversations that need them, and you have a real number to aim for: at least 20% Automation Rate by Day 120. It’s more achievable than it sounds!
Before you start: You’ll need an active Intercom workspace and admin access. If you’re mid-setup already, that’s fine, but this course works best when you start from the beginning as it walks through key strategic framing that help with initial decisions.
Let’s get started!
Badge
On completion, you'll earn an Intercom I badge you can share on LinkedIn.