Key takeaways
- Knowledge content moves, or stays where it is and Fin connects to it. Automation is rebuilt.
- Each Forethought workflow maps to Fin Guidance, a Procedure, a Data connector or a hand-off rule.
- Fin runs on Intercom and alongside other helpdesks, so a change of AI agent does not force a change of helpdesk.
- Agree one definition of a resolution before the pilot.
What moves, what is rebuilt and what is left behind
- Moves or reconnects: help centre articles and internal knowledge. Content held only inside Forethought has to be exported and recreated as Intercom articles or snippets.
- Guidance in Fin: Agent Coaching rules on tone, terminology and which content to use for which topic.
- Procedures in Fin: workflows for refunds, cancellations and other multi-step resolutions.
- Data connectors in Fin: each Custom Action becomes a connector on the same endpoint.
- Left behind: Forethought reporting history. Export it before the contract ends so you have a baseline.
Some questions Forethought handled may have no article behind them. Find those before the pilot, not during it. If you are moving helpdesk as well, DataGrine migrates the ticket history and help centre, self-serve on the platform or fully managed by the migration team, with 24/7 support either way.
Mapping each Forethought workflow to Fin
| If the workflow… | Build it in Fin as |
|---|---|
| Answers a question from content, with a tone or policy rule | An article or snippet plus Guidance |
| Looks up order, account or subscription data | A Data connector |
| Follows several steps with eligibility checks | A Procedure with conditions |
| Always ends with a person | An escalation rule |
Pilot and cut-over
- 1.Baseline Forethought. Export resolution and hand-off rates by topic, and note how Forethought counts a resolution.
- 2.Set up Fin for the top topics first, and test it before customers see it.
- 3.Pilot on one slice: one channel, region, brand or segment.
- 4.Compare like with like, on the same topics, with the same definition of a resolution.
- 5.Switch fully, with a way back for an agreed period.
Intercom counts a Fin resolution as confirmed when the customer says the answer helped, and assumed when the customer leaves after an answer without asking for more help. Your Forethought figures may use a different rule, so compare on measures both sides produce the same way, such as hand-off rate by topic.