Find out what Fin actually resolved.
Intercom reports a resolution rate. It does not tell you whether the answer was any good, where the thread went next, or what the customer did after. An audit reads the conversations and scores them against the rubric you already use on your own agents. For the in-product view, see the Fin Audit Dashboard.
Fin audit
Northwind Support · July 2026
Report score
72/100
Conversations
1,247
Resolved
68%
Dropped off
20%
Escalated
11%
Top finding
256 conversations closed with no reply from the customer and no article cited. Fin booked every one of them as a resolution.
Six ways to look at what Fin is doing.
One-off audit
We read a slice of your Fin conversations and send back a scored report: where each thread ended up, what the answers missed, and the ten worth reading yourself.
Help centre
The source Fin answers from. We flag the articles it leaned on, the ones it never found, and the gaps that made it guess.
How Fin decides
What happens before Fin replies: the content it can see, the point it hands off to a human, and what counts as a resolution on your bill.
Recommendations
An ordered list of changes: the article to write, the escalation rule to add, the answer to retire. Not a page of best practices.
Ongoing audit (QA)
Every closed Fin conversation scored against your rubric, week after week, so a drift in answer quality shows up before CSAT does.
Resolution data
Fin books a resolution when the customer stops replying. We check which ones came back, and count them.
Not ready to connect? Start with an audit.
Leave your email and we will review your Fin performance and follow up with recommendations. Or start a free trial to see live CSAT and quality scoring in Slack.
Request a Fin audit
We will review your Fin setup and email you findings.
Connect Intercom
Read-only access to the conversations Fin handled. Nothing changes in your inbox, and there is no code to write.
Score the conversations
Every thread is graded on your rubric: was the answer accurate, did it resolve the question, and was the handoff clean when it was not.
Read the findings
The numbers, the threads sitting behind them, and a short ordered list of what to change first.
Scored on your rubric
Fin is graded the same way your agents are, so a Fin thread and a human thread finally mean the same thing.
Resolution you can check
Every thread Fin closed, and whether the customer came back within the week. Deflection that reopens was never deflection.
Changes worth making
The report ends with three or four specific jobs: the article to write, the rule to add, the answer to retire.
Kept up week to week
A one-off audit is a snapshot. Ongoing QA scores every closed Fin conversation, so drift turns up while it is still small.
What the report looks like.
Fin Audit Report
Northwind Support · July 2026
Report Score
72/100
Total Conversations
1,247
Resolved
856 (68%)
Dropped Off
256 (20%)
Escalated
135 (11%)
Key findings
Missing conversation context
23% of conversations lack proper conversation context, making it hard to trace Fin's decision-making process.
Truncated answers
Some Fin responses are truncated or lack follow-up actions, reducing resolution quality.
First reply holding up
Average first response time of 1.2 minutes indicates good Fin configuration.
Recommendations
- 1.Add more conversation context examples to improve Fin's understanding of your domain.
- 2.Review and enhance Fin's response templates for better completeness.
- 3.Set up escalation rules for edge cases to improve overall resolution rate.
Real-time view of Fin conversations.
Sarah Chen
sarah@acmecorp.co
Quality
4.5/5
Status
ResolvedCustomer Request
How do I reset my password?
Fin Response
I can help you reset your password. Please check your email for the reset link. If you don't see it in 5 minutes, check your spam folder.
James Rodriguez
james@techstart.io
Quality
4.8/5
Status
ResolvedCustomer Request
Can I upgrade my plan mid-month?
Fin Response
Yes, you can upgrade anytime. Your new billing cycle will start immediately with a prorated credit for your current plan.
Emily Watson
emily@globaltrade.com
Quality
3.2/5
Status
EscalatedCustomer Request
Integration with Zapier not working
Fin Response
I've checked your account and found the issue. Let me escalate this to our technical team for investigation.
Michael Park
michael@startupvpn.net
Quality
4.1/5
Status
EscalatedCustomer Request
Billing question about enterprise plan
Fin Response
Thank you for your interest in our enterprise plan. I'll connect you with our sales team who can discuss custom pricing.
See what Fin has been telling your customers.
Start a free trial to score Fin conversations in Slack, or ask for a one-off audit and we will read them for you.