Fin over Email resolves everything from simple FAQs to complex threads with attachments and multiple recipients, with the accuracy and email-specific controls needed to get each reply right.
Fin over Email
action
Fin over Email takes action by connecting to your systems and following your workflows. It handles complex email requests from order lookups to subscription changes, asking your team for input when you choose.
Fin follows multi-step workflows to resolve customer requests, from processing refunds to tracking an order or updating account details.
Choose when emails need review, approval, or extra context before Fin replies. Fin asks a teammate for input first, then turns their answer into a response that’s ready to send.
With Fin seamlessly pulling real-time order statuses and estimated delivery updates straight from Shopify, our customers get answers instantly without waiting for an agent. This has sped up response times by 67% on email, and made order tracking a more seamless experience.”
Fin over Email
control
Email comes with CCs, reply-all, spam, and its own tone and format. Fin handles all of it.
Give Fin channel-specific guidance for everything from tone and length to greetings and signoffs, so emails read the way customers expect.
Set rules for how Fin should manage recipients, CCs, and reply-all, so every response goes to the right people, even in complex threads.
Tell Fin what counts as spam for your business, see why anything was filtered, and overrule it when needed.
When a customer has not replied, Fin can send a follow-up email to confirm whether their issue was resolved.
Email is still one of the primary ways customers get in touch with us. So we started using Fin AI Agent over email as soon as it was available and we love it! In the last 12 weeks, we’ve had an almost 70% resolution rate which is epic.”
Fin over Email
Accuracy
Customers expect accurate answers. Your team needs to trust every reply. Built on Fin Apex 1.0, our best-performing model for customer service, Fin delivers both.
Fin over email is built on our flagship model. Purpose-built for customer service, Apex 1.0 outperforms frontier models with a 73.1% resolution rate and up to 65% fewer hallucinations.
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Fin reads the full email thread, including forwarded messages, PDFs, screenshots, and attachments, before drafting a response.
Every email cites the source it used, so customers can verify the answer and your team can audit it.
Fin reads incoming emails, understands the customer's question, and replies instantly from your domain with a clear, fully formatted response. Fin draws from your knowledge base, help center, and past conversations to deliver accurate answers. If Fin cannot resolve the issue, it hands off to a human agent with full context so the customer never has to repeat themselves.
Fin averages a 76% resolution rate across 12,000+ companies, and many customers see higher rates on email specifically. For example, Sharesies achieved almost 70% resolution rate over email within 12 weeks of launching Fin.
Yes. Fin sends replies directly from your domain, so customers see emails from your brand, not a third-party address. You can customize Fin's tone of voice, response style, and support policies to match your brand guidelines.
Fin responds to emails in seconds, regardless of time of day or volume. This turns email into a channel that feels as responsive as live chat. Fin operates 24/7 across 45 languages, so customers get fast, accurate replies even outside business hours.
Fin filters spam and phishing attempts so it only responds to legitimate customer messages. You tell Fin what counts as spam for your business, see why anything was filtered, and overrule it when needed. This keeps your support queue clean and Fin's resolution budget focused on real customer issues.
Fin resolves complex customer emails autonomously. If it can't resolve an issue, it hands off to a human agent with the full conversation history, including what Fin already tried, so your team never starts from scratch. Every email conversation is logged in your connected helpdesk for full visibility, reporting, and continuous improvement.
An AI email support agent is software that reads, understands, and responds to customer emails autonomously. Fin is Intercom's AI email support agent — it resolves queries in seconds from your domain, drawing on your knowledge base and support content to deliver accurate, fully formatted replies.
Fin tracks the full conversation thread, so when a customer replies to an existing email, Fin picks up the prior context and responds accordingly. This means customers can ask follow-up questions naturally without repeating themselves. For threads with multiple recipients, Fin follows the rules you set for CCs, reply-all, and forwarding, so every response goes to the right people. If the thread requires human attention, Fin hands off with the complete history.
Connect your support email domain, configure Fin's tone of voice and response policies, and Fin starts handling incoming email queries. Fin works with Intercom and other helpdesks — no additional infrastructure is required.
Yes. Fin resolves customer queries across email, live chat, and more. Each channel is purpose-built — Fin adapts its response format and behavior to match the channel. See all channels here.
