Setting Up Your AI-First Helpdesk
Fin (formerly Intercom)
Last updated October 20, 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, customer experience (CX) leader, or the person driving AI strategy. Across five phases and about two hours, it walks you through building 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 backward 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 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.
Is Setting Up Your AI-First Helpdesk free?
Yes — Setting Up Your AI-First Helpdesk is free to take. You need an Intercom workspace with admin access, and Intercom is a paid product.
What are the prerequisites for Setting Up Your AI-First Helpdesk?
An active Intercom workspace with admin access. The course works best if you take it from the start of a helpdesk setup, though you can still take it partway through one. No coding required.
Why we suggest this course
It is free, written by the company that makes the product, and built as a sequenced implementation plan with a stated target, rather than a tour of features. Two things worth knowing: it assumes an active Intercom workspace with admin access, so it suits someone setting up or rebuilding a support operation rather than someone reading around the subject; and the naming is mixed: the company renamed itself Fin in May 2026, while its helpdesk software keeps the Intercom name, so the materials and the badge you earn use both.