Intercom Fin Testing Checklist for Support Teams

Every launch intent needs one defensible source. Before testing, identify the article, snippet, guidance, procedure, or internal note Fin should use. If reviewers cannot name the source, the intent is not ready for automation.

During review, check whether the answer contains all material conditions from the source: eligibility, timing, plan, region, account status, proof requirement, and escalation trigger.

Fin can behave differently by audience, brand, language, and available content. Test the same intent across the segments where the answer changes. A refund, cancellation, or access answer that works for one brand may be wrong for another.

Treat missing language settings as a launch blocker when customers will contact support in that language. A translated answer still needs the same source and policy standard as the default-language answer.

Procedures are powerful when the trigger is precise. Test both positive and negative examples: messages where the procedure should start, and similar messages where it should not. False triggers create confusing handoffs and unsafe actions.

For procedures that call data connectors or perform actions, test missing data, connector failure, empty response, customer refusal, and handoff paths. The fallback matters as much as the happy path.

A good Fin test does not punish handoff when handoff is the correct customer-safe behavior. Escalation should count as a pass for blocked, high-risk, or account-specific intents.

Check that the handoff carries enough context for the human agent: customer question, detected intent, source used, missing evidence, and why Fin stopped. A handoff that makes the customer repeat everything is still a support failure.