Clay moved support out of Slack, and now AI solves up to half of it
In plain words
Clay's support lived in a 20,000-member Slack community. It added Fin across channels so customers get answers anywhere.
What happened: The share solved by AI rose from 20% to 45–50%.
Source: fin.ai ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Export the top questions from your community Slack and support inbox.
- 2
Rewrite your help articles for those topics so each has one clear answer.
- 3
Connect Intercom Fin to your helpdesk and knowledge base and paste the prompt below as its instructions.
- 4
Run it on 50 real past tickets and fix every wrong or vague answer.
- 5
Go live on one channel, review a sample every week, then add channels.
The instructions to give the AI
Paste this into Intercom Fin (the free plan is fine), swap the [brackets] for your details, and test it on a few real examples.
This is one part of the setup. It won't connect to your phone, inbox or other apps on its own; the steps above cover that.
Agent instructions (prompt)
You help customers of [product] in chat, email and Slack. Answer from the docs provided, show the exact steps with menu names, and link the doc. If the question is about a bug or data loss, collect the workspace ID and hand to a human. Be brief and friendly.
[Highlighted] = replace with your own details before you run it.
What you should get back: "In Clay, go to Table > Enrich > Add column > Email finder. Doc: [link]."
Written by Quickly and Good, inspired by this case.
More detail: tools, prices and what you'll need
The company used: Intercom Fin
You could use: Intercom Fin
- Intercom Fin
AI support agent that answers customers from your help centre and hands off to humans.
From $0.99 per resolution · Official site ↗
Prices from each tool's own pricing page, checked Oct 2026.
What you'll need
- ☐A help desk or chat widget on your site (e.g. Gorgias, Tidio, Intercom)
- ☐A knowledge base: FAQs, shipping/returns policies, product info
- ☐Connection to your store or orders (e.g. Shopify) so it can look up orders
- ☐Tone and rules for what the AI must never promise
- ☐Testing against 50+ past tickets before going live
- ☐Hand-off to a person when it is unsure or the customer is upset
Can I do this myself?
Yes, for most small shops. The built-in setup does the heavy lifting; the real work is writing a good knowledge base and testing.
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