ian.lovell
16 Apr 2026
On Track
OpenAfter a session with Professional Services, we’re reviewing migration options for moving existing support data from Front to Intercom, with a focus on simplifying the transfer and speeding up the migration.
Fin AI Enablement
Initiative / AI Support Transformation
Target / July 2026
Enable AI-powered support automation with Fin Messenger
Target/July 2026
Configure Fin to handle high-volume support queries by integrating with backend systems and setting up key procedures (e.g. order status, tracking). This project focuses on enabling automated resolutions and reducing manual support workload following the Intercom migration.
Status
In Progress
Target
July 2026
Lead
Oliver Soar
Teams
Platform, IT Support
Project updates
Recent status notes posted directly on this project in Linear.
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No project updates have been posted in Linear yet.
Initiative updates
Recent updates shared from AI Support Transformation because this project has limited direct update history.
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ian.lovell
12 Mar 2026
On Track
OpenInitial discovery and solution discussions with Intercom have been completed. SOPs, ticket/topic data, and example API payloads were shared to help shape how support knowledge and workflows could be surfaced to the AI agent.
Current work is focused on defining the knowledge base structure and integration approach, with exploration underway around exposing structured articles for Intercom to consume.
Next steps are to continue testing this integration approach alongside the broader Intercom trial.
Issues
Grouped by current Linear workflow status.
9 total
In Progress
1
- PLT-141 - Add updated knowledge base contentIn Progress
Todo
5
Backlog
3