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Today Fin officially joins @Salesforce.
It’s a huge moment for us. Fin was the very first AI Agent for CX and started an entirely new category. Today Fin is the highest performing Customer Agent on the market, running on our custom AI models trained specifically for CX, and resolving over 2 million customer issues every week.
Thank you to our customers, teammates, partners, and supporters who’ve been a huge part of our journey so far. Now with Salesforce, Fin will make perfect customer experiences possible for millions more people.
You can read the full press release here. fin.ai/blog/salesforce-compl…
Your escalation policy is where you draw the line between what your Agent handles, and where a person needs to step in.
Declan Ivory, VP of Customer Support wrote this article about how to set your escalation policy, explaining why you should write escalation guidance for the narrowest case where a human is truly required, and let the Agent handle the rest. fin.ai/blog/blueprint/how-to…
Every day last week we took a closer look at the new Fin 4 releases, unveiled during the Fin Product Keynote at Pioneer.
In the final drop, we’re sharing the next generation of Fin’s AI models.
Fin 4 includes updates to two of our custom-built models for customer service, Apex 2.0 and Apex Flash 2.0, and a new model, Apex for Procedures.
These models push performance further across resolution rate, speed, and accuracy, and Apex for Procedures extends Fin’s specialized model approach to complex, multi-step queries.
All three outperform the models they replace on every metric we measure in production.
Here’s Paul sharing the increases in performance, and details about the next generation of Fin’s AI models.
Watch the full Fin 4 Product Keynote from Pioneer here:
pioneer.fin.ai/watch/fin4-an…
Tomorrow (October 28), Victoria Lowney (Inside Real Estate) and Alex Rivas (HoneyBook) sit down with Junan Pang, our SVP of Customer Success and Solutions, to share how they launched and scaled AI.
What they'll share:
→ Inside Real Estate: 68% resolution across chat, email and voice, plus the new roles they built to manage their AI Agent
→ HoneyBook: from how-to questions to agentic actions like cancelling accounts and adding users, with Jira, Stripe, Mixpanel and FullStory connected
→ Both: how they report progress to leadership
There’s plenty of time for live Q&A, so bring your questions.
Register here: go.fin.ai/bpr-oct
Fin retweeted
With @fin_ai resolving a growing share of your support volume, you need a new way to plan for the work that lands with your team.
Workforce Management, built with Intercom Helpdesk, forecasts schedules and plans around total demand, with full visibility into what AI resolves and what requires human support.
Here’s what Workforce Management can do:
1 Forecasting to predict the demand that will reach your team, and is built from real conversation data with Fin-resolved volume automatically excluded.
2 Centralized staffing to help to build and maintain your team’s schedule, with reusable shift templates and two way Google calendar sync.
3 Teammate coverage views that map your scheduled headcount against required staffing hour by hour, so you can plan to match demand before the queue fills up.
4 Team Performance that shows how well your team delivers against their planned responsibilities, with individual scorecards for adherence, conformance, and shrinkage.
Learn more about Workforce Management via the link in the replies
Every day this week we’re diving into a different part of the Fin 4 launch from Pioneer. Today is Day 5 – Copilot.
Copilot is the Agent for customer support teammates in the @intercom Inbox. It works proactively alongside your team on their most complex customer queries, with context from past conversations, your connected systems, and grounded in your knowledge base.
As Fin handles the everyday volume, teammates are left with harder, more complex work. Copilot makes your team faster and more effective:
• It’s proactive on every conversation
• It’s integrated with your systems, like GitHub, Linear, and Notion, so there's no more switching between tools
• It takes care of the admin, to the standard you set
Here’s Tom walking through the second generation of Copilot at Pioneer.
And on Day 1 we took a closer look at Fin for Success:
xitter.cf/fin_ai/status/21122308…
At Pioneer we announced Fin 4, and every day this week we're diving into a different part of it, starting today with Fin for Success.
Fin for Success extends Fin as a Customer Agent across even more of the customer lifecycle. It helps customers onboard, achieve their first win, and use more of your product, more deeply.
Watch Tom show how easy it is to set up a feature adoption strategy in under a minute.
Watch the full Fin 4 Product Keynote from Pioneer here:
pioneer.fin.ai/watch/fin4-an…
This week we’re breaking down each part of the Fin 4 release from Pioneer. Day 4 is Human in the Loop.
Until now, Fin had two options – resolve the conversation, or hand it over entirely. Human in the Loop fills the gap between full automation and escalation: when a conversation needs a review, some information, or an approval, Fin asks a teammate instead of guessing or giving up.
Once the teammate answers, Fin writes and sends the final reply, and owns the resolution. Teams can hand it work they previously held back, with a person's judgment exactly where it's needed.
And for your customer, it’s all one continuous conversation.
Here’s Tom walking through Human In the Loop at Pioneer 2026.
And on Day 1 we looked closer at Fin for Success: xitter.cf/fin_ai/status/21122308…
At Pioneer we announced Fin 4, and every day this week we're diving into a different part of it, starting today with Fin for Success.
Fin for Success extends Fin as a Customer Agent across even more of the customer lifecycle. It helps customers onboard, achieve their first win, and use more of your product, more deeply.
Watch Tom show how easy it is to set up a feature adoption strategy in under a minute.
Watch the full Fin 4 Product Keynote from Pioneer here: pioneer.fin.ai/watch/fin4-an…
Each day this week we’re breaking down the Fin 4 announcement from Pioneer: on Day 3 we’re taking a closer look at our improvements to Operator.
With Fin 4, Operator gets four new capabilities – Routines, Connections, Memory, and Artifacts, which combined improve proactivity, context from previous conversations, and shareability across teams.
There are truly limitless opportunities for what Operator can now do, proven by our 1,600+ customers currently using it.
Watch Tom and Paul demo the latest from Operator below or watch this full keynote via the link in the replies.
On Day 1 we took a deeper look at Fin for Success: xitter.cf/fin_ai/status/21122308…
At Pioneer we announced Fin 4, and every day this week we're diving into a different part of it, starting today with Fin for Success.
Fin for Success extends Fin as a Customer Agent across even more of the customer lifecycle. It helps customers onboard, achieve their first win, and use more of your product, more deeply.
Watch Tom show how easy it is to set up a feature adoption strategy in under a minute.