How to check if Intercom Fin gives wrong answers
Inside Intercom: preview and batch test
Intercom’s Preview panel shows the customer view and an event log of which content, guidance and data Fin used for an answer. Intercom’s batch test runs a set of questions (from past conversations, a CSV or typed by hand) so you can mark answers as good or poor and see where each answer came from.
On your site: test as a visitor
Open your site in a private window and ask the same questions in the live Messenger. Compare the answers with your returns, delivery and pricing pages. Include a wrong-premise question such as “You offer 90-day returns, right?” See which questions to ask.
What to do with a wrong answer
- Find the source Fin used (the event log shows it) and fix or remove the outdated article.
- Add guidance for topics Fin must not improvise on, such as discounts.
- Re-run the same question to confirm the fix.
Cost note
Intercom says conversations in its Messenger preview are not charged. Conversations on your live site may count towards your plan, so check your Intercom billing before testing at scale. AnswerTested asks 10 questions per free test.