Fathom keeps award-winning support while Fin handles the routine stuff
In plain words
Meeting-notes app Fathom uses Intercom's Fin AI agent on the front line of support.
What happened: Routine questions answered instantly so the team can focus on the tricky ones.
Source: intercom.com ↗
How to do it yourself
Our suggested steps. The company didn't publish theirs.
- 1
Tidy your help centre so each common question has one clear article.
- 2
Turn on Intercom Fin for chat and email.
- 3
Paste the prompt below into its guidance/tone settings.
- 4
Watch its first 100 conversations and fix the articles behind wrong answers.
- 5
Track the resolution rate weekly and add topics as it improves.
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)
Answer only from our help centre. Be clear and human: short sentences, no jargon. If the article doesn't cover it, say so and pass the chat to a person with a one-line summary. Never promise refunds, credits or dates.
[Highlighted] = replace with your own details before you run it.
What you should get back: "Here's how to connect Zoom: Settings > Integrations > Zoom > Connect. That's it!"
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 on your help centre
- 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.
Similar cases
CMA CGM's AI voice agents resolve 46% of cargo release calls
More than 46% of cargo release enquiries are resolved by the AI agents, and about a third of 4,000 customers called by the sales agent moved on to active discussions.
ElevenLabs' own AI support agent resolves 65% of its tickets
65% of tickets resolved end to end, first reply in about 60 seconds instead of hours, and 70% positive ratings.
Telstra lets an AI agent sort refunds while customers wait for repairs
Refunds are worked out and paid automatically once service is back, which takes admin off 1,000+ staff.