answers without an agent
Fin looks it up,instead of guessing.
A buyer asks where their order is. Fin will check live TikTok data and answer. For anything sensitive or expensive, the groundwork waits for a person.
the problem today
Fin can't see TikTok.So it can't answer what buyers ask.
“Where is my order?” needs live TikTok data, and Fin can't reach it on its own.
So either an agent answers every one, or Fin answers from a help article.
Neither scales, and a wrong answer about money costs more than a slow one.
how it will work
Fin asks. We answer what's allowed.
- 1The division of labourFin decides what the buyer appears to need. CommerceReply decides what the system is allowed to do.
- 2Four live lookupsThe buyer's orders, one order in detail, open cases, and a catalogue search that ships switched off.
- 3A workflow hands TikTok conversations to FinIt needs Intercom Workflows, which Intercom includes on its Advanced plan.
- 4Procedures you adaptWe supply text for where-is-my-order, return status, refund status, and damaged or wrong items. You review and switch on.
fair is fair
If something goes wrong.
- If the workflow is missing, nothing errors. So we'll read outcomes, not settings: “47 conversations created, 0 picked up by Fin” is what a missing workflow looks like.
- If Fin is unsure, it hands over to a person, and the groundwork stays on the conversation.
- If a buyer asks for a refund, Fin may confirm one only within the ceiling you set, after the buyer confirms.
boundaries, on purpose
What this does not do.
Not a rival AI
We feed Fin. We don't build a competing one.
Not unsupervised
Fin acts only within limits you set, on the least risky actions.
Not a replacement for people
Ambiguous, sensitive or expensive cases go to a human.
short answers
Questions about Fin.
Not yet. Today CommerceReply writes no replies of its own: buyers get what your team sends from Intercom.
Fin answers come with Growth and above, and need Intercom Advanced for Workflows. Intercom charges $0.99 per Fin outcome, on Intercom's bill. Pricing →
Fin reads what Intercom's data connectors give it, and those accept only simple values. Our lookups return short, plain answers Fin can use.
goes well with
Related.
Let Fin answerthe easy ones.
Messages work today. Fin answers are later on the roadmap, and the shops that join now get a say in the order.