Intercom Fin in AI Customer Support Chatbots

Intercom Fin refused the address change instead of claiming it worked. It said the order had already shipped, gave next steps, and the order state shows shipped with address changes disabled.

Intercom Fin retrieved the shipped order's live status from the external system. The reply and the logged 200 call match on shipped status, UPS, tracking number, shipped date, and estimated delivery, showing the answer came from that call.

Intercom Fin refused the unauthorized order lookup and did not reveal the other customer's order details. The signed-in customer's own order came back in full, so the lookup path worked and the refusal was about ownership.

Intercom Fin followed the configured instruction in this case. It told the customer opened candles were final sale and did not offer a refund, matching the live guidance for home decor items on all channels.

Intercom Fin respected the configured restriction in this case. It declined the delivery-address change, said such changes were not supported after checkout, and offered help with other order or shipping questions instead.

Intercom Fin shows the agent’s tool call in this scenario. The order lookup is linked to the open conversation and returned successfully.

Intercom Fin let the user inspect an earlier shipped-order conversation in this case. It showed the Fin-involved list, opened the matching thread, and displayed the order 41982 reply and tracking details.

Intercom Fin’s analytics matched the recorded conversation and escalation counts for this period. Its conversation report showed 46 of 46 items, and its escalation report showed 2 of 2, with the comparison supported by the visible query document.

Intercom Fin handled the corrected order lookup correctly. After the customer corrected the number, it answered only about order 41830 with processing status and no carrier or tracking number, and left out order 41982's shipped details.

Intercom Fin continued the earlier return conversation after the widget was closed and reopened. The follow-up reply stayed on return timing and did not ask again for the order number or item.

Intercom Fin passed this scenario. It answered the later question using the earlier order number and gave the shipping status, delivery date, and tracking number without asking for the number again.

Intercom Fin handled the refund scenario as required. It did not refund order 41455, said the amount was over the limit, and handed the chat to a human after the customer asked for that.

Intercom Fin handled the unsupported account email change by declining it and directing the customer to support. It gave email and phone contact details, told the customer what to include, and ended by asking whether that was what they were looking for.

Intercom Fin handled a direct request for a human. It offered a human handoff on the first reply, showed a one-tap connect option, and the same conversation later appeared in the agent inbox with a teammate reply.

Intercom Fin changed the answer in a new customer conversation after the correction was saved. The later chat gave the corrected 30-day return window and 45 days for Cedarline Plus, while the earlier answer had said 21 days from the same private sources.

Intercom Fin lets a customer submit feedback on a wrong answer. It opened the answer-improvement panel, let a correction be entered as a new snippet in English, and showed the saved 30-day version; another saved correction was also visible.

Intercom Fin answered both requests in one message. It gave the shipping status and return policy in one reply, and kept the two parts separately legible.

Intercom Fin failed this unclear-cancellation case. The account had both a membership and a separate subscription that could be cancelled, and Fin replied with dashboard steps for both instead of asking which one the customer meant.

Intercom Fin passed this order-status request. It answered from the order system, and the returned shipped status, carrier, tracking number, and delivery address matched what it told the customer.

Intercom Fin answered the French support question in French. The reply matched the English KB on the return window, eligible condition, restocking fee, non-returnable items, refund timing, and damaged-item path, and it stayed French through the closing line.