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Advanced: Optimizing Fin

Course description

Customer Experience Design

Launch Fin across channels and audiences.

Install your Intercom Helpdesk

Configure your workspace to handle high-velocity support and connect with customers at scale.

An awesome course

This is Tom's test course

Fundamentals for support managers

Lead a high-performing, AI-first team to hit aggressive automation targets.

Conversation tags vs attributes explained

What are they, and how should you use them?

Getting started with Knowledge Hub

Learn how to manage, control and optimize all your content that powers AI, agents, and self-serve support.

Go Live: Deploying Fin

Going live with Fin, yeah!

How to create and use conversation attributes

Learn to create, automate, and organize conversation data attributes, and report on them to gain actionable insights

How to create and use tags

Learn how to create, organize, automate and report on tags

How to exclude time spent in bot inbox from SLA targets

Make your SLAs start when customers are done chatting with Fin AI Agent or following a Workflow

How to stop closed conversations reopening

Tired of customers reopening old chats with new questions? Time to close that down!

Intro: Getting Started with Fin

Going live with Fin, yeah!

Knowledge Management

Preparing for AI implementation

Define goals, guardrails, and a practical roadmap before going live.

Reporting & Analytics

Scaling AI in support

Strengthen results, expand coverage, and drive long-term impact.

Support agent certification

Today, providing great support isn’t optional. Prove you’re a master at creating a world-class customer support experience using Intercom.

Support manager certification

Showcase your skills in creating a flexible customer support experience which works at high volumes, reduces support costs and increases the value provided by Support teams across the business.

Using AI as a Knowledge Manager

Intercom's Senior Knowledge Manager, Beth-Ann, talks about using AI in her role

Workflows (advanced)

Take your automations to the next level.

Workflows (intro)

Drive efficiency with these powerful automations.

Workflows templates

Kickstart your journey into automation with these popular Workflows templates