How Fin’s scores are calculated

Point an agent at llms.txt or agent-oriented docsweight 2

2 (weight) × 8 (quality) × 1.0 (full) = 16.0 of 20 max

• [probe] https://fin.ai/llms.txt“PROBE llms.txt: HTTP 200 at https://fin.ai/llms.txt # Fin — llms.txt > This file helps large language models (LLMs) understand the content structure, canonical sources, an”
• [claimed-docs] https://fin.ai/cli“Point your AI coding Agent at the Fin CLI to set up Fin on your website and configure your Intercom helpdesk — all without leaving your coding environment.”
• [probe] https://developers.intercom.com/docs/guides/mcp“official MCP server documented at https://developers.intercom.com/docs/guides/mcp”
• [probe] https://fin.ai/help/en/.md“PROBE docs-md: HTTP 404 at https://fin.ai/help/en/.md”
• [probe] https://fin.ai/openapi.json“PROBE openapi: all candidate paths 404 (https://fin.ai/openapi.json, https://fin.ai/swagger.json, https://fin.ai/api/openapi.json, https://fin.ai/.well-known/openapi.json)”

Run the product headlessly / in CI for automationweight 2

2 (weight) × 6 (quality) × 0.6 (partial) = 7.2 of 20 max

• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“Fin can be accessed programmatically via an API. You call Fin from your o”
• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“The new orchestration endpoints — Discover capabilities, Ask Fin, Run a procedure, and Escalate to a human — are currently available in the Preview API version only.”
• [claimed-docs] https://developers.intercom.com/docs/webhooks/setting-up-webhooks“Webhooks allow you to subscribe to real-time notifications of events happening in Intercom; a Contact created, an incoming Conversation received, or an Outbound Message receipt.”
• [github] https://github.com/intercom/intercom-node“The Intercom TypeScript library provides convenient access to the Intercom APIs from TypeScript.”

Plug MCP servers into this product so it can use their toolsweight 3

3 (weight) × 7 (quality) × 1.0 (full) = 21.0 of 30 max

• [claimed-docs] https://fin.ai/integrations“It works through MCP or API Data Connectors for your business tools, integrations with Intercom or your existing helpdesk”
• [claimed-docs] https://fin.ai/integrations“It works through MCP or API Data Connectors for your business tools, integrations with Intercom or your existing helpdesk, and native support for every channel”
• [claimed-docs] https://fin.ai/help/en/articles/13975748-how-fin-integrates-with-zendesk“Connect the Zapier MCP connector to Fin Manage workspace owners”
• [claimed-docs] https://developers.intercom.com/docs/guides/mcp“Learn how to use the Model Context Protocol (MCP) to enable AI agents to securely access and interact with your Intercom data whenever helpful.”
• [claimed-docs] https://developers.intercom.com/docs/guides/mcp“MCP is a protocol that enables AI tools and applications to securely access and interact with your Intercom data whenever helpful.”

Connect an agent via an official MCP serverweight 3

3 (weight) × 8 (quality) × 1.0 (full) = 24.0 of 30 max

• [claimed-docs] https://developers.intercom.com/docs/guides/mcp“Learn how to use the Model Context Protocol (MCP) to enable AI agents to securely access and interact with your Intercom data whenever helpful.”
• [claimed-docs] https://developers.intercom.com/docs/guides/mcp“MCP is a protocol that enables AI tools and applications to securely access and interact with your Intercom data whenever helpful.”
• [claimed-docs] https://fin.ai/integrations“It works through MCP or API Data Connectors for your business tools, integrations with Intercom or your existing helpdesk”
• [claimed-docs] https://fin.ai/integrations“It works through MCP or API Data Connectors for your business tools, integrations with Intercom or your existing helpdesk, and native support for every channel”
• [probe] https://developers.intercom.com/docs/guides/mcp“official MCP server documented at https://developers.intercom.com/docs/guides/mcp”

Use an official CLIweight 2

2 (weight) × 0 (quality) × 0.0 (none) = 0.0 of 20 max

no evidence cited — the verdict rests on absence of evidence, re-checked on refresh

Drive the product through a documented public APIweight 3

3 (weight) × 7 (quality) × 0.6 (partial) = 12.6 of 30 max

• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“Fin can be accessed programmatically via an API. You call Fin from your o”
• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“The new orchestration endpoints — Discover capabilities, Ask Fin, Run a procedure, and Escalate to a human — are currently available in the Preview API version only.”
• [claimed-docs] https://fin.ai/api-platform“The Fin API platform includes APIs for answer generation and knowledge retrieval, available as a set or independently.”
• [claimed-docs] https://fin.ai/api-platform“Build world-class customer experiences, agents, and products with the best-performing models for customer service.”
• [github] https://github.com/intercom/intercom-node“await client.aiContent.createContentImportSource({ url: "https://www.example.com" });”
• [github] https://github.com/intercom/intercom-node“List endpoints are paginated. The SDK provides an iterator so that you can simply loop over the items”
• [github] https://github.com/intercom/intercom-node“The Intercom TypeScript library provides convenient access to the Intercom APIs from TypeScript.”
• [probe] https://fin.ai/openapi.json“PROBE openapi: all candidate paths 404 (https://fin.ai/openapi.json, https://fin.ai/swagger.json, https://fin.ai/api/openapi.json, https://fin.ai/.well-known/openapi.json)”

Issue scoped/least-privilege API credentials for an agentweight 2

2 (weight) × 0 (quality) × 0.0 (none) = 0.0 of 20 max

• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“Fin can be accessed programmatically via an API. You call Fin from your o”
• [claimed-docs] https://developers.intercom.com/docs/guides/mcp“Learn how to use the Model Context Protocol (MCP) to enable AI agents to securely access and interact with your Intercom data whenever helpful.”
• [claimed-docs] https://developers.intercom.com/docs/guides/mcp“MCP is a protocol that enables AI tools and applications to securely access and interact with your Intercom data whenever helpful.”

Build against official SDKsweight 2

2 (weight) × 6 (quality) × 0.6 (partial) = 7.2 of 20 max

• [github] https://github.com/intercom/intercom-node“await client.aiContent.createContentImportSource({ url: "https://www.example.com" });”
• [github] https://github.com/intercom/intercom-node“List endpoints are paginated. The SDK provides an iterator so that you can simply loop over the items”
• [github] https://github.com/intercom/intercom-node“The Intercom TypeScript library provides convenient access to the Intercom APIs from TypeScript.”
• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“Fin can be accessed programmatically via an API. You call Fin from your o”
• [claimed-docs] https://fin.ai/api-platform“The Fin API platform includes APIs for answer generation and knowledge retrieval, available as a set or independently.”
• [probe] https://fin.ai/openapi.json“PROBE openapi: all candidate paths 404 (https://fin.ai/openapi.json, https://fin.ai/swagger.json, https://fin.ai/api/openapi.json, https://fin.ai/.well-known/openapi.json)”

Subscribe to events via webhooksweight 2

2 (weight) × 8 (quality) × 1.0 (full) = 16.0 of 20 max

• [claimed-docs] https://developers.intercom.com/docs/webhooks/setting-up-webhooks“Webhooks allow you to subscribe to real-time notifications of events happening in Intercom; a Contact created, an incoming Conversation received, or an Outbound Message receipt.”
• [claimed-docs] https://developers.intercom.com/docs/webhooks/setting-up-webhooks“Webhooks allow you to subscribe to real-time notifications of events happening in Intercom”

Explore an interactive API reference with runnable examplesweight 2

2 (weight) × 0 (quality) × 0.0 (none) = 0.0 of 20 max

• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“Fin can be accessed programmatically via an API. You call Fin from your o”
• [probe] https://fin.ai/openapi.json“PROBE openapi: all candidate paths 404 (https://fin.ai/openapi.json, https://fin.ai/swagger.json, https://fin.ai/api/openapi.json, https://fin.ai/.well-known/openapi.json)”
• [github] https://github.com/intercom/intercom-node“The Intercom TypeScript library provides convenient access to the Intercom APIs from TypeScript.”

Download a machine-readable API spec (OpenAPI or equivalent)weight 2

2 (weight) × 0 (quality) × 0.0 (none) = 0.0 of 20 max

• [probe] https://fin.ai/openapi.json“PROBE openapi: all candidate paths 404 (https://fin.ai/openapi.json, https://fin.ai/swagger.json, https://fin.ai/api/openapi.json, https://fin.ai/.well-known/openapi.json)”
• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“Fin can be accessed programmatically via an API. You call Fin from your o”
• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“The new orchestration endpoints — Discover capabilities, Ask Fin, Run a procedure, and Escalate to a human — are currently available in the Preview API version only.”

Test against a sandbox environment without touching production dataweight 1

1 (weight) × 4 (quality) × 0.6 (partial) = 2.4 of 10 max

• [claimed-docs] https://fin.ai/help/en/articles/13975790-how-to-preview-and-test-fin“How to preview and test Fin”
• [claimed-docs] https://fin.ai/testing“you test it across thousands of scenarios before anything goes live, roll out changes with control, and evaluate every live conversation”
• [claimed-docs] https://fin.ai/testing“you test it across thousands of scenarios before anything goes live, roll out changes with control, and evaluate every live conversation... Your team runs all of it, without engineers.”

Rely on versioned APIs with a documented deprecation policyweight 2

2 (weight) × 0 (quality) × 0.0 (none) = 0.0 of 20 max

• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“Fin can be accessed programmatically via an API. You call Fin from your o”
• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“The new orchestration endpoints — Discover capabilities, Ask Fin, Run a procedure, and Escalate to a human — are currently available in the Preview API version only.”
• [claimed-docs] https://www.intercom.com/changes“See exactly when errors started, which status codes came back, and confirm a fix actually worked.”

Do everything through the API that I can do in the UIweight 2

2 (weight) × 4 (quality) × 0.6 (partial) = 4.8 of 20 max

• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“Fin can be accessed programmatically via an API. You call Fin from your o”
• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“The new orchestration endpoints — Discover capabilities, Ask Fin, Run a procedure, and Escalate to a human — are currently available in the Preview API version only.”
• [github] https://github.com/intercom/intercom-node“The Intercom TypeScript library provides convenient access to the Intercom APIs from TypeScript.”
• [probe] https://fin.ai/openapi.json“PROBE openapi: all candidate paths 404 (https://fin.ai/openapi.json, https://fin.ai/swagger.json, https://fin.ai/api/openapi.json, https://fin.ai/.well-known/openapi.json)”
• [claimed-docs] https://fin.ai/api-platform“The Fin API platform includes APIs for answer generation and knowledge retrieval, available as a set or independently.”

Export all of my data in open formats and leaveweight 3

3 (weight) × 2 (quality) × 0.6 (partial) = 3.6 of 30 max

• [claimed-docs] https://www.intercom.com/changes“Export a saved View exactly as you see it”
• [claimed-docs] https://www.intercom.com/integrations“bring your team over from any helpdesk without losing your content, your history, or a single day of support.”
• [claimed-docs] https://www.intercom.com/integrations“bring your team over from any helpdesk without losing your content, your history, or a single day of support”

Read the product's source under an open licenseweight 2

n/a — not applicable to this product: excluded from numerator and denominator

no evidence cited — the verdict rests on absence of evidence, re-checked on refresh

Self-host the core productweight 3

n/a — not applicable to this product: excluded from numerator and denominator

no evidence cited — the verdict rests on absence of evidence, re-checked on refresh

Get AI-generated insights and suggestions from my data inside the productweight 2

2 (weight) × 6 (quality) × 0.6 (partial) = 7.2 of 20 max

• [claimed-docs] https://fin.ai/pricing“Operator, CX Score, AI Topics, Trends, AI Recommendations, Monitors, Custom AI Scorecards, Incident Detection”
• [claimed-docs] https://fin.ai/analyze“Insights continuously analyzes every Fin and human conv”
• [claimed-docs] https://fin.ai/analyze“With Insights, Monitors New, and Recommendations, you have everything you need to understand, measure, and improve your customer experience”
• [claimed-docs] https://fin.ai/capabilities“Train Fin on your Procedures, knowledge, and policies, test performance before launch, deploy across every channel, then analyze and improve with AI-powered Insights”

Set up automations that run autonomously in the backgroundweight 2

2 (weight) × 6 (quality) × 0.6 (partial) = 7.2 of 20 max

• [claimed-docs] https://fin.ai/help/en/articles/13976254-building-fin-procedures“Building Fin Procedures”
• [claimed-docs] https://fin.ai/help/en/articles/13976019-manage-your-fin-workflows“Manage your Fin workflows”
• [claimed-docs] https://fin.ai/help/en/articles/13975933-introduction-to-fin-tasks“Introduction to Fin Tasks”
• [claimed-docs] https://fin.ai/procedures“Procedures let you train Fin to handle queries with multiple steps, business logic and third-party systems from start to finish.”
• [claimed-docs] https://fin.ai/pricing“Proactive Outbound Suite”
• [claimed-docs] https://fin.ai/integrations/salesforce“Fin resolves 76% of customer queries on average, and handles multi-step queries end to end. Your customers get fast, accurate answers. Your team stays on Salesforce.”
• [community] https://hn.algolia.com/api/v1/items/43654932“A commenter with a decade of customer-service AI/NLP experience argued 99% of support tasks (order status, returns, troubleshooting) are fully deterministic and better served by orchestrated workflows with AI injected at specific points, rather than an autonomous 'agent' like Fin doing open-ended reasoning, calling the latter unnecessary and costly.”

Delegate tasks to a built-in AI assistant inside the productweight 3

3 (weight) × 8 (quality) × 1.0 (full) = 24.0 of 30 max

• [claimed-docs] https://fin.ai/pricing“Handles tickets, cases, emails, live chat, WhatsApp, SMS, and more”
• [claimed-docs] https://fin.ai/pricing“Takes action to update external systems”
• [claimed-docs] https://fin.ai/help/en/articles/13976254-building-fin-procedures“Building Fin Procedures”
• [claimed-docs] https://fin.ai/help/en/articles/13975933-introduction-to-fin-tasks“Introduction to Fin Tasks”
• [claimed-docs] https://fin.ai/procedures“Procedures let you train Fin to handle queries with multiple steps, business logic and third-party systems from start to finish.”
• [claimed-docs] https://fin.ai/integrations/salesforce“Fin resolves 76% of customer queries on average, and handles multi-step queries end to end. Your customers get fast, accurate answers. Your team stays on Salesforce.”
• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“Fin can be accessed programmatically via an API. You call Fin from your o”
• [community] https://hn.algolia.com/api/v1/items/48128842“"I've never seen or interacted with Fin that I've noticed... I suspect it's very visible for Intercom, but not necessarily so for everyone else." One HN user noted seeing Intercom-powered support elsewhere but never an AI bot like Fin in practice.”
• [community] https://hn.algolia.com/api/v1/items/43654932“A commenter with a decade of customer-service AI/NLP experience argued 99% of support tasks (order status, returns, troubleshooting) are fully deterministic and better served by orchestrated workflows with AI injected at specific points, rather than an autonomous 'agent' like Fin doing open-ended reasoning, calling the latter unnecessary and costly.”

Operate the product with natural-language commandsweight 2

2 (weight) × 6 (quality) × 0.6 (partial) = 7.2 of 20 max

• [claimed-docs] https://fin.ai/help/en/articles/13975936-giving-fin-guidance“Giving Fin Guidance”
• [claimed-docs] https://fin.ai/procedures“Procedures let you train Fin to handle queries with multiple steps, business logic and third-party systems from start to finish.”
• [claimed-docs] https://fin.ai/cli“Point your AI coding Agent at the Fin CLI to set up Fin on your website and configure your Intercom helpdesk — all without leaving your coding environment.”
• [claimed-docs] https://fin.ai/train“Train Fin on your knowledge, data, policies, and tone of voice. Fin will use everything it knows to deliver consistent, accurate answers”

Perform bulk operations across many items at onceweight 2

2 (weight) × 3 (quality) × 0.6 (partial) = 3.6 of 20 max

• [claimed-docs] https://developers.intercom.com/docs/guides/fin-agent-api“Fin can be accessed programmatically via an API. You call Fin from your o”
• [github] https://github.com/intercom/intercom-node“await client.aiContent.createContentImportSource({ url: "https://www.example.com" });”
• [github] https://github.com/intercom/intercom-node“List endpoints are paginated. The SDK provides an iterator so that you can simply loop over the items”

Define rules that trigger actions automatically on eventsweight 3

3 (weight) × 6 (quality) × 0.6 (partial) = 10.8 of 30 max

• [claimed-docs] https://developers.intercom.com/docs/webhooks/setting-up-webhooks“Webhooks allow you to subscribe to real-time notifications of events happening in Intercom; a Contact created, an incoming Conversation received, or an Outbound Message receipt.”
• [claimed-docs] https://fin.ai/help/en/articles/13976161-manage-fin-ai-agent-s-escalation-guidance-and-rules“Manage Fin AI Agent's escalation guidance and rules”
• [claimed-docs] https://fin.ai/help/en/articles/13976254-building-fin-procedures“Building Fin Procedures”
• [claimed-docs] https://fin.ai/help/en/articles/13976019-manage-your-fin-workflows“Manage your Fin workflows”
• [claimed-docs] https://fin.ai/pricing“Operator, CX Score, AI Topics, Trends, AI Recommendations, Monitors, Custom AI Scorecards, Incident Detection”

Schedule recurring jobs or workflowsweight 2

2 (weight) × 0 (quality) × 0.0 (none) = 0.0 of 20 max

• [claimed-docs] https://developers.intercom.com/docs/webhooks/setting-up-webhooks“Webhooks allow you to subscribe to real-time notifications of events happening in Intercom; a Contact created, an incoming Conversation received, or an Outbound Message receipt.”
• [claimed-docs] https://fin.ai/pricing“Proactive Outbound Suite”
• [claimed-docs] https://fin.ai/procedures“Procedures let you train Fin to handle queries with multiple steps, business logic and third-party systems from start to finish.”

Version, review, and roll back my automationsweight 1

1 (weight) × 0 (quality) × 0.0 (none) = 0.0 of 10 max

• [claimed-docs] https://fin.ai/help/en/articles/13976254-building-fin-procedures“Building Fin Procedures”
• [claimed-docs] https://fin.ai/help/en/articles/13976019-manage-your-fin-workflows“Manage your Fin workflows”
• [claimed-docs] https://fin.ai/testing“you test it across thousands of scenarios before anything goes live, roll out changes with control, and evaluate every live conversation”