How to Check Intercom Fin's Answers for Accuracy (Without Reading Every Chat)

By Muhammad Usman · 16 October 2026 · 7 min read

Why Fin still gets answers wrong

Fin builds its answers from your help center and other content you give it. That makes it far more reliable than a bot with no sources, but it does not make it right every time. The common causes of wrong answers are:

• Outdated articles. You changed the returns window from 30 to 14 days, but one article still says 30. Fin quotes it.
• Conflicting articles. Two articles say different things about the same policy, and Fin picks one.
• Gaps. The customer asks something your docs never cover, and Fin answers from the closest article it can find.
• Missed hand-offs. An angry customer or a refund dispute should go to a person, and the conversation stays with the bot.

Intercom's own reports focus on resolutions and customer satisfaction. They tell you how many conversations Fin handled, not whether a specific answer matched your policy. A conversation can count as resolved even though the customer left with the wrong refund rule.

Option 1: Check Fin by hand (free, slow)

1. In Intercom, open the Inbox and filter to conversations Fin handled in the last week.
2. Pick 30 to 50 conversations at random, plus every conversation with a bad rating.
3. For each Fin reply, find the help article it should be based on and compare. Label it: correct, not in the docs, made up (contradicts the docs), should have gone to a human, or off policy (promises you never make).
4. Group the wrong answers by help article. The articles with the most wrong answers are the ones to fix first.
5. Repeat every week, and after every change to your help center.

This works, but it covers only a sample, and it takes a few hours each week.

Option 2: Check every Fin reply automatically

ProofMyAI connects to Intercom read-only. Every 15 minutes it reads new conversations, grades each Fin reply against your own help articles, and ignores replies written by your human team. Nothing is ever written back to Intercom.

1. Create an Intercom access token. In Intercom, go to Settings, open the Developer Hub, create an app for your workspace and copy its access token from the Authentication page.
2. Add your help center to ProofMyAI. Paste your help center address and ProofMyAI imports the articles, so it knows what the right answers are.
3. Connect Intercom. In ProofMyAI, open Connect, choose Intercom (Fin), choose your data region (US, EU or Australia) and paste the token.
4. Turn on alerts. Choose WhatsApp, Slack, Microsoft Teams or email for high-risk answers, such as a made-up refund or price.

From then on, each Fin reply gets a verdict and a plain-English reason. The fix list groups wrong answers by the help article that caused them, and Fix with AI drafts the corrected article for you to paste into Intercom.

What to fix first

• Money topics: refunds, prices, discounts, cancellation fees.
• Legal and safety topics: warranties, data requests, medical or safety questions.
• High-volume topics: delivery times, opening hours, account access.

One corrected article usually fixes many wrong answers at once.

Keep it accurate over time

• Re-check after every help center change.
• Add a test question each time a customer finds a wrong answer, and run the test set every night.
• Review the "not in the docs" list monthly. Those are the articles you still need to write.

❓ Frequently asked questions

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