Answer routine customer questions with a clear handoff
Use approved answers for repeat questions and send uncertain cases to a named person.
What you’ll produce
A tested support flow with answer sources, escalation rules and an owner for unresolved requests.
Inputs & connections
- Current approved FAQs, policies and service information
- Sample customer questions and the team's escalation contacts
A configured Intercom workspace with the required Fin and workflow access. Other agents need their own support integration; this guide does not install one.
Your starting prompt
Replace the bracketed fields. This is our suggested prompt, not a quote from the source.
Design a support pilot from [approved content] and [sample questions]. For each question, draft a sourced answer or identify the information needed. Route policy exceptions, account-specific uncertainty and requests for a person to [support owner]. Include a concise handoff summary without unnecessary personal data. Test the flow privately and show all proposed configuration changes for approval before publishing it, replying to customers, issuing refunds or changing accounts.
How to run it
- 01
Select a small set of supported topics and update their source material.
- 02
Define the human handoff owner and the cases the agent must escalate.
- 03
Preview answers and handoffs using ordinary, ambiguous and frustrated-customer examples.
- 04
Approve a limited launch, then review actual unresolved conversations and correct the source material.
Review before you act
Confirm that answers match current policy and that escalation reaches an available person with enough context.
Limitations & success checks
- A support agent can give a plausible answer from incomplete or stale material.
- Fin's documented handoff controls are product-specific and should not be assumed to exist in another agent.
Measure: Correct answers in the test set, successful handoffs and customer-reported unresolved cases.
Sources & attribution
The sources below support the reported example or a tool capability. They do not validate our prompt or prove the outcome in your environment.
Documents workflow previews, follow-up and handover configuration. Our bounded pilot and evaluation checklist are editorial additions, not a claim of achieved resolution rates.
Creator / publisher: Intercom
Editorial review: 2026-10-17. How we label evidence.