Key takeaways
- Decide first: Fin alongside your helpdesk, or a full move to Intercom.
- Knowledge content carries over; bot flows and intents are rebuilt.
- Ticket and conversation history moves only on a full switch, through a helpdesk migration.
Two paths to Fin
| Path | When it fits | What changes |
|---|---|---|
| Fin alongside your helpdesk | You want to keep Zendesk, Salesforce or HubSpot and change only the AI agent | The AI layer; tickets still land in your current helpdesk |
| Full move to Intercom | You want one platform for the inbox, tickets and AI | Everything: needs a helpdesk migration and the configuration rebuilt |
What carries over and what is rebuilt
- Carries over: help centre articles and other knowledge content, connected as Fin knowledge sources or moved into Intercom.
- Set up again in Fin: tone and policy rules become Guidance; multi-step flows become Procedures; calls to your own systems become Data connectors.
- Moves only on a full switch: ticket and conversation history, contacts and companies.
If you switch helpdesk, DataGrine migrates the history and help centre, self-serve on the platform or fully managed by the migration team, with 24/7 support either way. See helpdesk migration.
Cutting over safely
- 1.Record what the old agent does and how it performs, by question type.
- 2.Set up Fin for the same question types and test it on real questions.
- 3.Pilot on one channel, region or segment, and compare like with like.
- 4.Switch fully, keeping the old agent available to switch back for a set period.