A deep dive into Fin Workflow Insights for 2025

Let's be honest, trying to automate customer support can feel like you're flying blind. You set up an AI agent, cross your fingers, and hope it’s actually handling the mountain of repetitive questions. But without good data, are you sure it's working? Is it resolving tickets, or just frustrating customers before they even reach a human?

This is where workflow insights are supposed to help. They're the feedback loop that shows you what’s clicking, what’s failing, and how to make things better. It’s what separates decent automation from genuinely great automation. Intercom's AI agent, Fin, has these features, but getting insights you can really act on often means looking past what a single, locked-in platform can offer.

What are Intercom's Fin Workflows? The basis for Fin Workflow Insights

First up, a quick rundown. Intercom Fin is an AI agent designed to automate support conversations, but it's built to live entirely inside the Intercom world. Think of it as the native AI for their platform, and only their platform.

"Fin Workflows" are basically the instruction manual for Fin. When a customer asks a question, a workflow tells Fin what to do next. That could be anything from routing the chat to the right team, answering a question using a help article, gathering more info from the customer, or, when all else fails, handing it off to a human agent.

The whole point is to instantly solve common problems so your team can tackle the trickier stuff. To track all this, Intercom gives you a set of analytics tools they call Fin Workflow Insights.

The core components of Fin Workflow Insights

Fin gives you a few dashboards and reports to see how it’s doing. The insights are generally split into a few key categories.

Performance and resolution tracking

This is your high-level report card for the AI. The main performance dashboard in Intercom gives you a snapshot with a few key numbers:

• Resolution rate: The percentage of chats Fin handles all by itself, without a human stepping in. This is your big ROI metric.

• Involvement rate: This shows you how many of your total conversations Fin has a hand in. It helps you see how wide its reach is.

• Customer Experience (CX) Score: This is Intercom’s own AI-driven score that tries to guess customer satisfaction by analyzing the conversation, sort of like a replacement for CSAT surveys.

These numbers are helpful, for sure, but they only show you what’s happening inside Intercom. If your team uses other tools for knowledge bases or ticketing, you end up with a data silo. A good AI platform should give you a complete picture of your entire support world. A tool like eesel AI, for example, gives you powerful analytics that plug right into the helpdesk you already use, whether that’s Zendesk, Freshdesk, or even Intercom itself.

A dashboard showing reports on knowledge gaps and deflection rates, which are key Fin Workflow Insights.

Conversation and topic analysis

One of Fin's genuinely cool features is the "Topics Explorer." It uses AI to automatically group conversations by topic, so you don't have to spend hours manually tagging everything.

Honestly, this is a huge time-saver. You can quickly see what people are talking about, spot new issues as they pop up, and figure out what’s driving most of your support volume. If you suddenly see a bunch of questions about a new feature, you know it’s time to write a help article or tweak your onboarding. It’s a great way to keep tabs on your customers' needs.

Optimization and AI-powered suggestions

The "Optimize dashboard" is meant to be a continuous feedback loop. It flags conversations that Fin fumbled and uses AI to suggest ways to fix it.

For instance, it might tell you to create a new help article for a common question or suggest rewording an existing one that seems to be confusing people. This helps you plug the holes in your knowledge base, which makes Fin smarter over time.

Key limitations of the closed-ecosystem approach

While Fin's insights are pretty good within their own backyard, they come with some major trade-offs. For a lot of businesses, these strings-attached limitations can be a real deal-breaker.

The 'rip and replace' problem

The biggest issue is pretty simple: to get Fin and its workflow insights, you have to go all-in on Intercom. If your team is already happy using another helpdesk like Zendesk, Freshdesk, or even Intercom, or Jira Service Management, you’re stuck with a huge decision.

Moving your entire support operation is a massive headache. It's expensive, takes forever, and disrupts everything. You have to retrain your whole team, migrate years of customer data, and rebuild every single workflow from scratch. On the other hand, a platform-agnostic tool like eesel AI is built to connect with your existing tools in a few clicks. There’s no need to switch your helpdesk or burn everything down and start over; it just plugs right in.

Siloed knowledge and limited sources

Fin does its best work when all of your knowledge is sitting in Intercom's Help Center. It can connect to some outside sources, but it’s not always a smooth process.

The truth is, most teams have useful knowledge scattered all over the place, in Confluence, Google Docs, Notion, you name it. Dragging all of that information into a closed system like Intercom often means a ton of manual copy-pasting. eesel AI gets around this by instantly connecting to all your knowledge sources with one-click integrations. This gives your AI a complete brain without you having to migrate a single file.

An infographic explaining how modern tools provide better Fin Workflow Insights by integrating all knowledge sources.

Lack of robust, risk-free testing

Intercom has a "Batch Test" feature and is working on "Simulations," but the testing options can feel a bit limited. Before you unleash an AI agent on your customers, you want to be 100% sure it’s going to do a good job.

This is where a solid simulation mode is a must-have. eesel AI lets you safely test your entire setup on thousands of your own past tickets in a sandbox. You can see exactly how it would have responded and get an accurate prediction of resolution rates and cost savings before you ever turn it on. It lets you go live feeling confident, not just hopeful.

A platform showing a simulation mode, a key feature for generating reliable Fin Workflow Insights before going live.

Beyond Fin Workflow Insights: What to look for in a flexible AI workflow platform

To avoid getting boxed in, here’s what to look for in a modern AI support tool.

Seamless integration without migration

Your AI platform should work for you, not the other way around. Look for a solution that offers deep, one-click integrations with the major helpdesks and knowledge bases your team already relies on. The goal is to be up and running in minutes, not months, without starting a painful migration project. This is the whole idea behind eesel AI.

Granular control over automation workflows

A great platform puts you in the driver's seat. You shouldn't be stuck with rigid, pre-canned automation rules. You should be able to decide exactly which tickets get automated and which ones get escalated, based on what makes sense for your business.

For example, you'd want to treat a billing question from a VIP customer differently than a simple "how-to" question from a new user. A flexible workflow engine, like the one in eesel AI, lets you build these custom rules with a simple prompt editor and even trigger custom actions, like looking up order info in Shopify or automatically tagging tickets.

A screenshot showing customization rules for better Fin Workflow Insights and automation control.

Actionable insights that improve your knowledge ecosystem

Analytics should do more than just tell you how your AI is performing; they should give you a clear map for improving your whole support operation. A top-tier platform won't just report resolution rates. It will pinpoint the specific gaps in your knowledge base, regardless of where that knowledge is stored.

Even better, it will help you fill those gaps. For example, eesel AI can analyze successfully resolved tickets and automatically draft new help articles based on the answers your team provided. This helps you build out your knowledge base with content that you already know solves real customer problems.

Intercom's pricing: What you'll pay for Fin Workflow Insights

Fin isn’t something you can buy on its own. It’s bundled into Intercom's pricier plans, which are aimed at larger teams and carry a premium price tag.

Intercom’s pricing is famously complicated and often includes fees for each resolution. That’s right, the more tickets your AI successfully deflects, the more your bill can go up. This model creates unpredictable costs that are tough to budget for, especially if you’re a growing business. A busy support month could leave you with a surprisingly large invoice.

In contrast, platforms like eesel AI offer straightforward and predictable pricing, so you always know exactly what you’re paying.

A transparent pricing page, which is crucial when evaluating the total cost of ownership for platforms that provide Fin Workflow Insights.

Feature	Intercom (with Fin)	eesel AI
Pricing Model	Bundled in high-tier plans, often with per-resolution fees.	Transparent monthly/annual plans based on interactions.
Predictability	Costs can swing wildly based on support volume.	Fixed, predictable billing. No surprise fees.
Helpdesk Lock-in	Requires a full migration to the Intercom platform.	Works with your existing helpdesk.
Free Trial	Usually requires a demo or sales call to get started.	Fully self-serve, go live in minutes for free.

Move beyond siloed Fin Workflow Insights

Fin Workflow Insights gives you a decent look at your AI's performance, but it comes at a steep price: it locks you into the Intercom ecosystem. This forces a tough choice on businesses. Do you go through a costly and disruptive migration of your entire support stack just for an integrated AI, or do you pass on it?

Thankfully, you don't have to make that choice anymore. Modern, flexible platforms offer a much smarter path forward. They provide powerful insights and intelligent automation workflows that work with the tools your team already knows and loves.

eesel AI gives you the fine-tuned control and deep, actionable insights you need, without the migration headache or vendor lock-in. You can connect your helpdesk, unify all your knowledge sources, and launch an AI agent that’s perfectly tailored to your business. See how it can change your support workflows by starting a free trial, you can set up your first agent in under five minutes.