Initiative / AI Support Transformation
Target / 22nd June 2026 +13 days
Enable AI-powered support automation with Fin Messenger
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
Target
Lead
Oliver Soar
Teams
Platform, IT Support
Recent status notes posted directly on this project in Linear.
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Ian Lovell
29 May 2026
On Track
Open in LinearThe next focus is setting up Fin-first workflows, defining guidance best practices, preparing batch testing, and scoping the supporting procedures and Help Centre content needed for automated resolutions.
Recent updates shared from AI Support Transformation because this project has limited direct update history.
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Ian Lovell
16 Apr 2026
On Track
Open in LinearAfter 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.
Ian Lovell
12 Mar 2026
On Track
Open in LinearInitial 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.
Grouped by current Linear workflow status.
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