If Fin is stuck, you probably don't need better prompts.
You probably need clearer ownership.
I'm Conor, and I help B2B SaaS companies make Intercom and Fin actually work.
I don’t mean “turned on”, or “technically working”.
I mean working in a way that improves the support experience while taking the pressure off support teams to constantly be playing catch up.
I know how frustrating this is.
You've invested time, budget, and energy into Fin. You've written content, built workflows, turned everything on. Your team believed this was going to help.
And now you're stuck explaining why the AI keeps getting it wrong, or why resolution hasn't moved, or why escalations still feel unpredictable.
Here's what I've learned:
When Fin isn't performing, it's almost never a prompt problem. It's an organisational one.
Fin exposes gaps in product clarity, documentation discipline, and ownership across teams. Support feels the pain first, but rarely controls the root causes.
I’m not hear to sell you automation or magic fixes.
I help teams build durable systems around Fin that survive growth, change, and people leaving.
You're probably in the right place if this sounds familiar:
Fin is technically working, but you don’t feel like it's truly helping.
You're answering the same questions Fin should be handling. Escalations come in that you can't quite predict. Your team is busy, but the impact isn't clear.
Product, docs, and support feel misaligned, and nobody's quite sure who owns Fin (even though everyone agrees it matters).
More specifically, you're likely:
A B2B SaaS company with a complex product
Already using Intercom and Fin
Seeing Fin resolution stuck somewhere between 40–60%
Usually, I work with Directors and Heads of Support, CX leaders, or Support Ops Leaders who:
Care about outcomes, not optics
Are tired of reactive work
Want systems that last
Have the influence to drive cross-functional change
This probably isn't for you if:
You're looking for someone to just "turn on the chatbot"
Your company isn't willing to evolve to the age of AI
Support is expected to fix everything alone
Access to product, data, or APIs is blocked
Here's the thing nobody tells you about Fin:
It doesn't just answer questions. It exposes how your company and your prduct actually works.
When Fin underperforms, teams usually assume it's a content problem or a configuration problem. So they rewrite articles, adjust prompts, add more workflows.
But the resolution doesn't move.
What I see when I look at stuck Fin setups:
Fin exposes:
Gaps in product clarity
Weak documentation discipline
Inconsistent release and communication practices
Vague ownership across teams
You've probably already:
Invested in Intercom
Written help content
Set up workflows and guidance
Turned Fin on
And the frustration is: "We've done the work. Why isn't this improving?"
The answer is almost always organisational, not technical.
And that's actually good news, because organisational problems can be solved. You just need to know what to fix first.
What Happens When This Works
I care about outcomes, not hours.
When this work lands well, teams tell me things like:
"We finally stopped guessing what to do next."
"We realised we hadn't set Fin up wrong. We hadn't built the organisation Fin needs to succeed."
"What surprised us most was how cross-functional this ended up being, in a good way."
More tangibly, teams typically see:
Meaningful increases in Fin resolution and involvement rate
Improved CX scores for both Fin and human conversations
Faster time to close
Clearer ownership and decision-making
Less stress and less firefighting
More importantly:
Fin becomes something the company trusts, not something support apologises for.
Ready to understand what's actually blocking Fin?
Book a Fin Questions, Answered call and get immediate recommendations to solve your burning problems.
Want hands-on help?
I’m working on my Fin Services right now, launching later in 2026.
Not quite ready?
Every weekday, I send one short, practical insight about making Intercom and Fin work at scale. No hype, no fluff—just clear thinking from real client work and a decade leading customer support teams.
