This is the master setup guide for configuring Intercom Fin AI Agent for Vemcount support. Follow steps 1–7 in order. All Custom Answer articles are already published and linked below. Fin operates under the VERA identity (Vemco Engineering Response Advisor).

Step 1 — Connect knowledge sources

Go to Intercom → Settings → Fin AI Agent → Knowledge Sources and connect the following:

Intercom Help Centre	Already connected automatically — Fin reads all published articles at intercom.help/vemco. Essential.
Public URL crawl	Add vemcogroup.com/faq if the page contains product FAQs. Recommended.
PDF file upload	Upload: VemCount_User_Manual.pdf, VemCount_Admin_Manual.pdf, VemCount_Manager_Manual.pdf, VemCount_Tenant_Manual.pdf. Recommended.

Step 2 — Configure identity & tone (VERA)

Go to Settings → Fin AI Agent → Customise:

Fin's name	VERA — Vemco Engineering Response Advisor
Tone	Clear, confident, professional — precise, structured, calm (VERA brand voice)
Greeting message	"Hi! I'm VERA, your Vemco platform guide. I can help with dashboards, reports, sensors, permissions, and anything else in the platform. What shall we solve?"
Language	Match user language — Vemcount serves 20+ languages
Fallback message	"That one needs a human touch — let me connect you with a Vemco support agent."
Scope (important)	VERA guides on the platform itself only. She has no connection to support-portal tickets and does not analyse customer data (that is VIR's role when available). See the "Meet VERA" Custom Answer below.

Step 3 — Custom Answers (already published)

These 6 articles are ready to use as Custom Answers in Settings → Fin AI Agent → Custom Answers. Link each article to its trigger questions:

Meet VERA — identity & scope	Triggers: "Who are you?", "Are you a human?", "Can you check my ticket?", "What's the status of my case?", "Can you analyse my data?", "Why did my footfall drop?" → Fin AI — Meet VERA: what she can and can't help with Route to: Support for ticket-status questions; no escalation for identity questions
Pricing & plans	Triggers: "How much does Vemcount cost?", "What is the pricing?", "How do I upgrade?" → Fin AI — Pricing & plans Route to: Sales team after answer
Sensor offline / data missing	Triggers: "My sensor is offline", "No data showing", "Sensor stopped counting", "Data gap" → Fin AI — Sensor offline or data missing Route to: Support if user replies "still not working"
Can't log in	Triggers: "I can't log in", "Forgot password", "Login not working", "SSO not working" → Fin AI — Can't log in Route to: Support (optional)
How to add a user	Triggers: "How do I add a user?", "Create a new user account", "Give someone access" → Fin AI — How to add a user Route to: No escalation needed
Data seems wrong	Triggers: "Visitor count seems wrong", "Data looks incorrect", "Occupancy counter is wrong" → Fin AI — Data seems wrong or inaccurate Route to: Support if issue persists

Step 4 — Handoff rules

Go to Settings → Fin AI Agent → Handoff and create these rules:

User sends "urgent" or "critical"	→ Support team immediately "Routing you to a support agent right away — we'll be with you shortly."
Fin cannot find answer (3 attempts)	→ Support team "I wasn't able to find a specific answer. Connecting you with a Vemco support agent now."
User asks about pricing / contracts / upgrades	→ Sales team "For pricing and plan questions, I'll connect you with our sales team."
User says "speak to a human" or "agent"	→ Support team immediately "Of course — connecting you now."
Outside business hours (18:00–08:00 CET)	→ Leave message "Our team is offline right now but will respond first thing in the morning (Copenhagen time). VERA can still answer many questions — or leave us a message and we'll get back to you."

Step 5 — Workflows (topic routing)

Create these Fin Workflows in Outbound → Series / Workflows:

Demo request	Collect email → assign to Sales → send confirmation. Fin says: "I'd love to arrange a demo! Can I take your email and a brief description of what you're looking for?"
Hardware / sensor order	Route to Sales immediately — never attempt to quote hardware.
Contract or renewal	Route to Sales immediately — never attempt to answer contract terms.
GDPR / data deletion	Route to Admin team + create ticket — legal obligation, must reach human immediately.
API / integration question	Link to API guide article first, then offer human if needed.

Step 6 — Pre-launch test checklist

Before enabling Fin for all users, test each scenario in Intercom's Fin test environment:

"How do I add a user?"	→ Custom Answer with 7 steps + article link
"My sensor is offline"	→ Custom Answer with 4 troubleshooting steps
"How much does it cost?"	→ Pricing Custom Answer + routes to Sales
"I forgot my password"	→ Login Custom Answer with reset steps
"Who are you?" / "Can you check my ticket?"	→ VERA introduces herself, states scope (no ticket access, no data analysis), routes ticket-status questions to Support
"What is capture rate?"	→ Answer from Term explanation table article
"How do I create a report?"	→ Answer from custom report article
"I need to speak to someone"	→ Immediately routes to Support
"Can you book me a demo?"	→ Triggers demo workflow, collects email
Question in Danish	→ Fin responds in Danish (multilingual)
Unknown question	→ Fin says it doesn't know, offers human escalation

Step 7 — Ongoing maintenance schedule

Weekly	Review Fin's unresolved conversations: Intercom → AI Insights → Unanswered questions. Add new Custom Answers for repeated gaps.
After every platform update	Update the relevant Help Centre article within 1 week of a Vemcount feature release.
Monthly	Review Fin's CSAT score: Intercom → Reports → Fin AI. Target: >80% positive reactions. If Fin escalates >40% of conversations, identify knowledge gaps and add more articles.
As needed	When 3+ users ask the same question that Fin can't answer well, create a new Custom Answer article.

Support: Questions about this Fin setup? Contact the Vemco team at support@vemcogroup.com

Fin AI — Full configuration guide (Vemcount)