How to govern Intercom Fin
An AI agent answering your customers directly, and the oversight that keeps its answers accurate and fair.
Intercom · Reviewed when the vendor ships a capability change or a customer declares the tool
How Intercom Fin is used
We see two common ways businesses use Intercom Fin, and we govern each one on its own terms. If your team uses it differently, that is fine: you describe the use in your own words and Certrak works out the governance from what it actually does.
Customer-facing chatbot or automated support
Consequence to people: HighInteracting with customers directly, without a person reviewing each response
Personal informationNo human reviewCustomers, no decisions about themSends messages outside the businessActs on its own
Customer communications drafting
Consequence to people: MediumDrafting customer emails, support replies, or other outbound communications - reviewed before sending
Personal informationEvery output reviewedCustomers, no decisions about them
Governing Intercom Fin in practice
- Name one person who owns Intercom Fin in your business. Governance starts with a name.
- Write down what Intercom Fin is used for. Certrak recognises 2 common uses: Customer-facing chatbot or automated support and Customer communications drafting. Yours may differ; write down yours.
- Decide what Intercom Fin may and may not be given. Personal information is in scope for some uses; write the boundary down before it is needed.
- There is no human review of outputs. Decide whether that is acceptable for each use, and what would make you change it.
- Intercom Fin can send messages outside the business without a person approving. Record which of these you allow, and who can change that.
- Look at this again every month, and sooner on any of these: industry incidents, vendor model updates, autonomy level changes and data classification changes.