Setting Up Your AI-First Helpdesk
Fin (formerly Intercom)
Last updated July 26, 2026
Setting Up Your AI-First Helpdesk is a free, structured course from Fin Academy (the training arm of Fin, formerly Intercom) for whoever is leading a support team's AI rollout — a support manager, CX leader, or the person driving AI strategy. Across five phases and about two hours, it builds a support command center, a knowledge base the Fin AI agent can use, escalation logic for handing conversations to humans, live support channels, and the habits to keep improving after launch. The course sets an explicit goal for the rollout — a 20% AI automation rate by day 120 — and works backwards from it. Completion earns a shareable "Intercom I" badge.
What you'll learn
- Setting up a support command center: workspace settings, team inboxes, and data structure
- Building a knowledge base the Fin AI agent can actually work from
- Designing AI-to-human escalation logic and handoff rules
- Opening support channels (Messenger, email, and integrations) with Fin deployed
- Reading AI insights and setting success benchmarks after launch
Frequently asked questions about Setting Up Your AI-First Helpdesk
Who is Setting Up Your AI-First Helpdesk for?
Support managers, CX leaders, and whoever owns AI strategy for a support team, setting up or rebuilding their helpdesk around an AI agent from scratch.
Is Setting Up Your AI-First Helpdesk free?
Yes — Setting Up Your AI-First Helpdesk is completely free to take.
What are the prerequisites for Setting Up Your AI-First Helpdesk?
An active Intercom/Fin workspace with admin access. Works best started from scratch, though it's usable mid-setup. No coding required.
Why we suggest this course
Free, first-party, and unusually concrete — a sequenced implementation plan with a stated target at the end of it, rather than a tour of features. Two things worth knowing: it assumes an active Intercom/Fin workspace with admin access, so it suits someone actually standing up or rebuilding a support operation rather than someone reading around the subject; and the branding is in flux — the company, the product, and the badge you earn don't all carry the same name yet, so expect the materials to mix Intercom and Fin.