Intercom Fin AI Agent: what the published documents say about AI disclosure
Everything below comes from Intercom’s own public documents, quoted with the version date of each one. It is the public half of a Vendor Claims Check: what is claimed, and what is left unsaid. It does not tell you what your own deployment is currently doing, because that depends on settings you control and on when you deployed Fin.
What was read, and when
| Document | Part | Version |
|---|---|---|
| Additional Product Terms, AI Products | clauses 5 (Accuracy) and 6 (Transparency) | effective 18 March 2026 |
| Help centre, AI Agent disclosure | article | updated 30 June 2026, read 9 September 2026, re-checked 19 September 2026 |
| fin.ai help centre, what is AI Agent disclosure | article | updated 6 March 2026, read 9 September 2026, re-checked 19 September 2026 |
| Trust centre, compliance section | listing | read 9 September 2026 |
18 March 2026
The contract version this page quotes
9 September 2026
The day the documents and the product were read
The day you are asked
A questionnaire, a renewal, or diligence
The first two dates are fixed and recorded. The third has not happened yet. When it does, the only thing that answers it is a record made at the second date, because by then the first may have been replaced, and the vendor’s page shows only the current one.
What the documents say
Does the assistant say it is AI by default
The help centre states that the AI Answer label was removed, and that the AI Agent label in the Messenger is off by default for newer deployments, with a pre-populated introductory message the customer can edit.
So the capability exists. Whether a visitor sees it depends on a setting the deploying company controls, and on when that company signed up.
When the two help centres disagree
Two Intercom help centres give different cut-off dates for that default. intercom.com gives 10 July 2025. fin.ai gives 30 July 2025.
A workspace that first deployed Fin between those two dates cannot be told, by the vendor’s own documents, which default it received.
intercom.com help centre
This toggle is on by default for all customers using Fin AI Agent in the Messenger up until the 10 July 2025.
AI Agent disclosure article · read 9 September 2026, re-checked 19 September 2026
fin.ai help centre
On by default if you deployed Fin before July 30, 2025.
What is AI Agent disclosure · read 9 September 2026, re-checked 19 September 2026
Who the contract makes responsible
Additional Product Terms, AI Products, clause 6 (Transparency), effective 18 March 2026: “You will ensure that: (i) People are informed that they are interacting with an AI system…”
Clause 5 (Accuracy) of the same AI Products terms states that Intercom makes no representations or warranties and provides no indemnities with respect to Output.
What the trust centre says, and where it leads
The trust centre lists “EU AI Act” in the compliance section, next to ISO/IEC 42001 and AIUC-1.
The document behind that entry is described as an overview of the AI Act and how it relates to Fin, and sits behind an access request. It could not be read from outside.
Drag to the date your workspace first deployed Fin AI Agent in the Messenger.
20 July 2025
Fin deployed on this date
Per intercom.com
Label off by default
Per fin.ai
Label on by default
The vendor’s own documents disagree about your deployment. Nothing you can read settles which default you received.
A reading of two published cut-off dates: 10 July 2025 on intercom.com and 30 July 2025 on fin.ai, both read 9 September 2026 and re-checked 19 September 2026. Deployments that started before a cut-off keep the label on; those that started after have it off. This shows what the documents say, not what your workspace does.
Intercom’s right of reply
Intercom was notified on 12 September 2026 at security@fin.ai, with the findings above and five working days to comment before publication. Any comment received is published here in full and unedited. No comment had been received at the time of publication on 19 September 2026. That is a statement about correspondence, not about the company.
What this page does not tell you
It does not say whether Intercom is compliant, and it does not say whether you are. It does not cover material behind an access request, which was not read. Documentation changes, so this is a point in time: the version dates above are the whole claim. And it says nothing about your instance, which is usually the part that matters.
The part a public page cannot cover
A full Vendor Claims Check adds what this page cannot: the vendor’s default behaviour observed on a fresh trial account, and, if you give me the address, your own deployment observed alongside it. You end up holding a dated record of both, which the vendor’s documentation cannot give you later.
490 EUR for one vendor, five working days. Email the vendor name and you get an invoice or a card link the same day.
Email me the vendor nameNot an audit and not a certification. I am not an accredited body and do not describe myself as one. This is an independent reading of public documents. I take no fee from any vendor named on this page, and no work from them that a buyer could rely on. Nothing here is legal advice.