Intercom Unveils Major Updates to Fin Procedures and Simulations.

Intercom has announced major updates to two key features in Fin, its AI-powered customer support agent: Procedures and Simulations. The updates were highlighted in a LinkedIn post featuring insights from Christopher Dalley, part of the team that built the Procedures functionality.

The announcement signals Intercom's continued investment in expanding Fin's capabilities beyond basic question answering. Procedures allow support teams to configure multi-step workflows that Fin can execute autonomously, while Simulations provide a testing environment for validating AI agent responses before deployment.

The updates build on Intercom's earlier work in this area. In March, the company launched Simulations in Fin to help teams test AI agent responses at scale before going live. That initial release allowed support leaders to validate how Fin would handle customer inquiries across different scenarios, reducing the risk of deploying an AI agent that might provide incorrect or unhelpful responses.

The new updates appear to expand on that foundation, though specific details about what has changed were not disclosed in the LinkedIn post. Intercom directed interested users to find more information in the comments section of the announcement and through a full Fin product announcement video.

Procedures represent a significant evolution in how customer support teams can leverage AI agents. Rather than simply answering questions from a knowledge base, Procedures enable Fin to take actions on behalf of customers. This might include processing returns, updating account information, or routing complex issues to human agents with full context.

The ability to configure these workflows without code makes the functionality accessible to support teams without engineering resources. This follows a broader trend in the customer support space, where platforms like Crisp and others are adding low-code automation capabilities to their messaging tools.

Intercom has been actively shipping Fin improvements throughout 2025. Recent updates include natural language workflows that let teams configure Fin using plain English rather than traditional workflow builders, and pronunciation rules for Fin Voice Agent to ensure brand names and technical terms are spoken correctly.

The emphasis on Procedures and Simulations suggests Intercom is focused on helping support teams deploy AI agents with confidence. Simulations address one of the primary concerns about AI in customer support: the risk of incorrect or inappropriate responses damaging customer relationships. By providing robust testing capabilities, Intercom lets teams validate AI behavior before customers ever see it.

Procedures, meanwhile, push AI agents beyond the limitations of read-only knowledge retrieval. Support teams can now delegate routine tasks to Fin while maintaining oversight through workflow configuration. This positions Fin less as a chatbot and more as a digital support agent capable of resolving issues end-to-end.

Intercom has not disclosed pricing changes related to these updates. The company typically includes Fin capabilities in its core platform tiers, though advanced features may require higher-tier plans. Teams interested in the new Procedures and Simulations functionality can access more details through Intercom's product announcement video referenced in the LinkedIn post.