Use this guide to test Fin Voice in your browser, deploy it to a live phone number, and monitor how it's performing. You can simulate calls before going live, configure Fin's voice and greeting, set escalation rules, and view call outcomes in the Inbox.

Fin Voice is powered by Apex Flash, Intercom's latest model built for latency-sensitive tasks, delivering faster, more natural conversations. Apex Flash is automatically applied to existing Fin Voice customers in English-language, US-hosted workspaces.

We recommend following these steps:

To set up your content for Fin you can follow the guide here: Add your support content for Fin.

The Fin preview panel lets you simulate calls in‑browser before any real customers are involved.

Go to Fin AI Agent > Deploy > Voice. The Fin Voice preview panel appears on the right side of the page.

The preview panel shows two quick-access controls you can change before starting a call:

For additional settings, click ••• in the preview panel header and select Settings. The Settings modal contains:

When you’re ready, move Fin from testing to a live phone line from Deploy > Voice > Set Fin Live. This is the only way to deploy Fin Voice - it’s not possible to add ‘Fin Voice’ to your existing workflows.

Deploying moves Fin from the sandbox to a real phone line. Work through the settings from top to bottom.

First you will need to connect your phone number by clicking + New line.

Give this line a name and select where you will forward calls from:

All numbers in your workspace appear in the list in the Set Fin live section. Click the edit icon to start configuring the experience.

Decide when Fin should answer:

Fin automatically uses your enabled support content and audience rules.

Set up and enable specific escalation guidance for how Fin handles phone conversations.

Optionally enable AI categories for topic‑based routing.

Choose whether customers are asked to rate their phone experience before the Fin call ends (only when the call is not handed over). Customers can rate their call from 1 to 5 using their phone keypad.

Smart Routing directs callers to the right team or workflow based on what they're actually saying, rather than relying on rigid IVR menu options. Instead of requiring callers to navigate numbered prompts, Fin interprets their intent in natural language and routes them accordingly.

To configure Smart Routing, navigate to Deploy > Voice > Set Fin Live and open the routing settings for your line.

Use the table below to choose what Fin does when it can't resolve a Fin Voice conversation. You can set different behaviors for inside and outside office hours.

If Fin resolves the call, decide whether to auto‑close or assign to a QA Inbox to review it.

You can restrict Fin’s answers to the right customers by scoping its knowledge to distinct audiences.

When an inbound phone number matches an existing user or lead, any audience rules tied to that contact automatically apply—no extra setup required.
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You can customize Fin's behavior for phone calls using Guidance to ensure it aligns with your brand's voice and operational policies. Guidance for Fin Voice functions similarly to guidance for chat and email but is configured in a separate Voice tab.

To add guidance, navigate to Train > Guidance and select the Voice tab. From here, you can create customized guidance for:

You can also view a list of all voice conversations where a specific guidance entry was used, helping you to refine its performance over time.

To ensure Fin speaks your brand names, technical terms, and acronyms correctly, you can set up custom pronunciation rules. These rules apply automatically across all voice conversations.

How to add a rule:

Fin Voice Procedures allow Fin to take action during a call by connecting directly to your systems via API — enabling Fin to fully resolve complex queries like processing refunds or credits, updating subscriptions, editing orders, or completing other multi-step workflows. All of this happens in real time, over the phone, without placing the caller on hold or transferring them.

When your workspace is opted into dynamic procedure triggering, Fin automatically detects when to run a procedure based on what the caller says — there is no per-procedure trigger to configure. Fin evaluates intent in real time and runs the appropriate procedure when the caller's request matches.

You can test Voice Procedures before and after going live using Simulations - without needing to make real calls.

Every Fin‑handled call appears in Analyze > Conversations, including:

These details give your team immediate insight into how Fin performed and what the caller needed.

Fin Voice calls are stored in the same Conversation Parts format as chat.

Voice conversation parts appear in the inbox in real time, so teammates can open a conversation while Fin is still on a call and watch messages appear as they’re spoken.

Customer turns are marked with a phone icon, and call recordings play inline from the call summary. The same conversation view is available in Analyze and Reporting.

After a call ends, the transcript includes the specific knowledge base articles Fin referenced during that conversation — shown as article titles with direct links.

Use knowledge sources to:

Go to Analyze > Custom Report and filter by Channel = Phone call to see Fin Voice data. All metrics below apply only to calls made on or after 11 June 2025.

Use these conversation attributes to filter your Custom Report to Fin Voice calls only.

Answered by Fin appears in Last Inbound Call State for all calls Fin handled but did not route to a teammate (e.g. when using Stay on the call escalation mode).

These metrics give you a top-level view of how Fin Voice is performing on your phone channel.

You can also use Fin Operator to analyze Fin Voice calls — ask it to investigate individual conversations, surface trends across your call volume, or debug why Fin escalated or resolved a particular call.

In addition to the Fin AI Agent report, you can analyze your call data within Analyze to get a deeper understanding of performance and conversation topics.

Your Fin Voice calls are included in the Performance dashboard. To see data exclusively for your phone channel, you can apply a filter for Channel is Phone call.

The transcripts from your Fin Voice calls are used to automatically generate topics in Topics Explorer. This helps you easily spot trends and identify areas where your support content or guidance can be improved.

You can connect Fin Voice with a wide range of third-party telephony systems. This allows you to use Fin Voice's powerful conversational AI while keeping your existing phone provider.

Supported platforms include:

There are two primary methods for integrating your system with Fin Voice: using a standard phone number (PSTN) or using a SIP address.

This guide will show you how to connect an external phone line, known as a Public Switched Telephone Network (PSTN) line, to Fin.

This method allows you to forward incoming calls from your current provider directly to Fin for automated handling. The connection works both ways—if a customer needs to speak to a person, Fin can seamlessly escalate the call back to your team on your existing telephony system.

Before you start, you'll need an active phone number in your third-party telephony system (e.g., Amazon Connect) that currently receives your customer calls.

Your first step is to create a new line in your Fin workspace. This process generates a unique phone number that you'll use to forward calls from your provider.

You'll know the setup is successful when you see your new phone number displayed in your Fin Voice settings. Be sure to copy this number for the next part of the process.

Now, you’ll need to configure your current phone provider to redirect incoming calls to the number you just acquired.

Let’s make sure everything is flowing correctly with a quick test call.

If Fin answers, your connection is successful. Fin is now ready to handle incoming calls on that line.

Session Initiation Protocol (SIP) is an alternative method for forwarding calls over the internet instead of through traditional phone networks, which reduces telephony charges from your vendor. Fin Voice supports SIP deployments and availability is vendor specific.

If you would like to explore a SIP deployment, please reach out to your account team who will enable the feature on your workspace and guide you through setup.