Intercom Fin testing template
Intercom Fin Batch Test CSV Template
A launch-ready question set for Intercom Fin Batch Test. Upload the question column, then grade each response against source fit, missing policy detail, and safe escalation.
Template target
Intercom Fin
- Pre-launch Fin QA for a new workspace
- Regression testing after policy or guidance changes
- Executive review of high-risk customer intents
How to use it
Turn a template run into a launch decision.
Upload the question CSV
Use the single question column as the Batch Test input, then run the group with the audience, brand, and language settings that match launch.
Inspect the source behind each answer
Record whether Fin used the right article, snippet, guidance, procedure, or connector. Wrong source selection is a launch blocker.
Convert ratings into launch scope
Good answers can move toward approved scope. Poor or ambiguous answers become source fixes, procedure updates, or human-only intents.
Template preview
Sample rows and readiness decisions.
| Intent | Test question | Source evidence | Risk | Decision |
|---|---|---|---|---|
| Billing exception | Can I remove two seats today and avoid being charged for them this month? | Plan billing policy plus seat change procedure | Plan-specific billing nuance | Restrict until source cites timing and exceptions |
| Cancellation | If I cancel during a trial, will my team lose access immediately? | Trial cancellation article | Access timing | Approve only if answer names the cutoff |
| Security | Can your support team disable SSO for one user without admin approval? | Security SOP and admin-permission policy | Privilege escalation | Human-only unless escalation rule is explicit |
| Multi-intent | I was double charged and also need to downgrade before renewal. What should I do? | Refund policy plus plan-change article | Mixed refund and plan change | Needs clarification before answer |
Readiness checklist
What to review before the AI answer goes live.
Before running the test
- Confirm the help articles, snippets, and guidance are the sources you want Fin to use.
- Separate regulated, billing, security, and account-specific intents from simple FAQ intents.
- Create one test group per audience, brand, region, or plan when the answer changes by segment.
While grading answers
- Check whether Fin answered before asking a required clarifying question.
- Check whether the cited source contains the exact policy condition in the answer.
- Mark any missing escalation trigger as restricted, even when the answer sounds fluent.
After the run
- Fix the source first, then re-run the same questions instead of relying on a one-off rating.
- Promote only stable, cited intents into the approved launch boundary.
- Keep seasonal, newly released, or region-specific questions in a reusable regression group.
Decision rubric
Do not let a good-sounding answer become scope.
Intercom Batch Test is useful when the question set reflects the real launch boundary: billing, access, cancellation, escalation, regional policy, and messy multi-intent phrasing.
The CSV here keeps the upload column simple. Use the on-page rubric after Fin answers to decide whether each intent is approved, restricted, blocked, or missing a source.
Approved
The answer uses the right source, includes all material conditions, and does not need account-specific judgement.
Restricted
The answer is mostly correct, but needs a clarifying question, audience check, or explicit escalation rule.
Blocked
The source is missing, stale, conflicting, or too risky for Fin to answer directly.
Source fix
The answer problem should be fixed in article, snippet, guidance, procedure, or connector setup before retesting.
FAQ
Questions before using this template.
Can this CSV be uploaded directly to Intercom Fin Batch Test?
Yes. The downloadable Intercom CSV uses a single question column so the question list can be uploaded as a Batch Test input. Use the rubric on this page outside the upload to grade results.
Why does the template include risky billing and security questions?
Those are the questions that define the launch boundary. A chatbot that passes simple FAQ tests can still fail on policy exceptions, account-specific judgement, or escalation triggers.
Should every acceptable Fin answer be automated?
No. Some answers can be accurate but still restricted because they depend on customer attributes, plan rules, legal exposure, or a human approval step.
Launch boundary
Turn template findings into approved scope.
Meihaku maps each tested intent to source evidence, conflicts, gaps, and the answer your team approves before automation.