Everything we configure on Intercom/Fin.
From plan selection to advanced AI and automation.
Inbox & omnichannel configuration
- Email, chat & WhatsApp setup
- Social channel connections
- Inbox views & folders
Knowledge base & Help Center
- Theme customisation
- Content organization
- Custom domain
Messenger setup & installation
- Web & mobile SDK install
- Branding & appearance
- Launcher & visibility rules
AI Agent setup
- Tailored AI agents for Sales, Service & E-commerce
- Guidance rule configuration
- Resolution & handover rules
Intercom security & identity
- JWT authentication
- Identity verification
- Role-based access controls
CRM integrations & data mapping
- Attribute & field mapping
- Two-way synchronization
- Endpoint definition
Contacts definition
- User type definition
- User profile enrichment
- Contact segmentation
Ticketing setup & configuration
- Ticket types & fields
- Escalation strategy
- Routing & prioritization
Workflows & automation
- No-code workflow building
- Conversation routing
- Escalation triggers
Apps & third-party integrations
- App integration setup
- Custom API & webhooks
- Custom app development
SLA & assignment
- SLA targets
- Inbox assignment
- Teammate assignment definition
Team management
- Team & teammate setup
- Roles & permissions
- Notification setup
Copilot setup
- Copilot enablement
- Knowledge source connection
- Reply-drafting configuration
Phone setup
- Phone channel configuration
- Call routing rules
- Voicemail & callback setup
Proactive support & onboarding
- Product tours & checklists
- In-app tooltips
- Banners & push notifications
Outbound messaging campaigns
- Message journeys
- Behavioral targeting
- Multichannel sequences
Insights & reporting
- CX Score & Topics Explorer
- Custom report building
- Trends & dashboards
Conversation QA & monitoring
- AI-powered QA scoring
- Quality alert setup
- Custom QA standards
Custom data & objects
- Custom attributes setup
- Event tracking
- Custom objects modeling
CX strategy & Intercom plan and add-on selection
- Plan & seat planning
- Add-on selection
- Workspace roadmap
Platform migration
- Migration from other platforms
- Conversation & data import
- Macro & workflow rebuild
Performance optimization & training
- Fin answer tuning
- Team onboarding & training
- Ongoing optimization reviews
Intercom Standard CX Implementation Packages
Team Ready
Messenger configuration & User authentication (web)
Email connection & authentication
Team inboxes & Assignment
General workspace settings
Help Center configuration
Office hours & SLA
Back office & Customer tickets workflows
Customer satisfaction survey (CSAT)
Pro Setup
Messenger configuration & User authentication (web)
Email connection & authentication
Team inboxes & Assignment
General workspace settings
Help Center configuration
Office hours & SLA
Back office, Tracker & Customer tickets workflows
Customer satisfaction survey (CSAT)
Social media integrations Facebook & Instagram
Full Coverage
Messenger configuration & User authentication (web)
Messenger configuration & User authentication (mobile apps)
Email connection & authentication
Team inboxes & Assignment
General workspace settings
Help Center configuration
Back office, Tracker & Customer tickets workflows
Customer satisfaction survey (CSAT)
Social media integrations Facebook & Instagram
WhatsApp integrations
Roles & Permissions
Phone & SMS
Team Ready
Messenger configuration & User authentication (web)
Email connection & authentication
Team inboxes & Assignment
General workspace settings
Help Center configuration
Office hours & SLA
Back office & Customer tickets workflows
Customer satisfaction survey (CSAT)
Pro Setup
Messenger configuration & User authentication (web)
Email connection & authentication
Team inboxes & Assignment
General workspace settings
Help Center configuration
Office hours & SLA
Back office, Tracker & Customer tickets workflows
Customer satisfaction survey (CSAT)
Social media integrations Facebook & Instagram
Full Coverage
Messenger configuration & User authentication (web)
Messenger configuration & User authentication (mobile apps)
Email connection & authentication
Team inboxes & Assignment
General workspace settings
Help Center configuration
Back office, Tracker & Customer tickets workflows
Customer satisfaction survey (CSAT)
Social media integrations Facebook & Instagram
WhatsApp integrations
Roles & Permissions
Phone & SMS
We go beyond standard implementations.
Complex workflows, an existing setup that needs work, or ongoing admin needs — we cover those too.
Optional Add-On
CX Strategy & Procedures
A fractional Head of Support embedded from day one - defining workflows, escalation paths, Fin AI boundaries, agent protocols, and SOPs during implementation, then staying on to run live inbox coverage once you go live.
Best for - teams launching without a senior CS operator in place.
WHAT'S INCLUDED?
Contact reason taxonomy & escalation path design
Agent workflows & response protocols
Help Center content structure & article writing
SOPs documented in Copilot or internal system
Support agent hiring framework & onboarding plan
Optional Add-On
AI Training & Optimization
A dedicated Fin AI specialist embedded in your project to build a service, sales, or e-commerce AI agent.
Best for - teams that want Fin to actually resolve customers' questions.
WHAT'S INCLUDED?
Sales, Service & E-Commerce AI agent development
Conversation analysis & topic mapping
Clarifying questions & escalation rules
Multi-cycle testing & refinement
Handover session
One-time service
Intercom & Fin AI Optimization
Whether you're scaling, adapting to new tools, or fine-tuning existing workflows, our optimization service gives you expert guidance to elevate your customer experience.
Best for - teams already on Intercom who want more out of it.
HOW IT WORKS?
We assess how Intercom is configured and how your teams use it.
Streamline or restructure flows for support, engagement, or lead generation.
Fine-tune your workspace, Fin AI, and workflows.
Equip your staff with clear guidance.
Ongoing service · Retainer
Intercom Admin Assist Service
Expert backup for your in-house Intercom admin. We keep your admin on the right track as Intercom evolves - with best-practice guidance, configuration reviews, and a senior expert to turn to.
Best for - teams that have an admin and want expert guidance.
WHAT'S INCLUDED?
Regular configuration & workflow reviews
Best-practice guidance & recommendations
Help planning new features & rollouts
Troubleshooting support for your admin
Direction as your setup and Intercom evolve
Ongoing service · Retainer
Intercom Managed Administration
We take full ownership of your Intercom administration - acting as your admin and working hand in hand with your CS lead. No in-house admin needed.
Best for - teams with no dedicated admin who want it fully run for them.
WHAT'S INCLUDED?
Day-to-day workspace administration
Ongoing configuration & feature rollouts
Fin AI & automation upkeep and tuning
Integration maintenance & troubleshooting
Direct collaboration with your CS lead
Reporting & continuous improvement
Not sure what’s need?
We are here to answer your questions.