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Support AI inside a support suite
If you already live in Intercom, Fin is the path of least resistance. The friction shows up in the pricing model and at the edges of the suite.
First, the fair part
Fin is well built and sits directly on the help centre and conversation history you already maintain. If you are an Intercom shop and the job is deflecting support tickets, it is the sensible default and switching away has a real cost.
Where teams hit the wall
You pay more precisely as it works better. That is defensible, but it means your cost curve rises with your volume rather than flattening, and the maths gets uncomfortable at scale.
Inbound tickets are one job. Calling a lead back in thirty seconds, qualifying, booking into a diary, or answering a phone at 9pm on a Sunday are different jobs the suite is not built for.
The knowledge, the tuning and the conversation history sit in Intercom's world. That is convenient until you want it somewhere else.
The actual difference
Fin is the AI layer of a support suite. We are not a suite. We build one agent that handles support and the revenue-side conversations, on chat and on the phone, wired into whatever systems you already run, including Intercom.
| Intercom Fin | Shielva Sense | |
|---|---|---|
| What you buy | An add-on to a suite | A working agent, run for you |
| Pricing shape | Per resolution | Build plus a flat run, quoted before work starts |
| Scope | Inbound support | Support and revenue conversations |
| Phone | Not the core job | A first-class channel |
| Portability | Lives in Intercom | Yours: prompts, flows and config hand over |
| Best fit | Intercom shops deflecting tickets | Teams whose problem crosses channels |
How it goes
The total demand on your time from first call to live agent is about ninety minutes. That is the whole point of paying somebody to do this rather than buying a tool and doing it yourself.
One call. What gets asked on the phone, what a good lead sounds like, which questions you are tired of answering, where bookings live.
Agent design, the telephony, the number, the prompts, the guardrails, the CRM and calendar wiring, the escalation path to a human. All of it on our side.
We hand you real recordings from a test line, not a slide. You tell us where it sounds off and we fix it before a single customer hears it.
We watch the transcripts, catch the questions it fumbled, and tighten it every week. When something breaks at 2am it pages us, not you.
FAQ
Not at all. Intercom is a system we integrate with rather than one we replace. A common shape is Fin keeping the in-app support case while we take the phone and the outbound conversations it was never meant to handle.
Both, depending on what fits. We are not religious about the underlying provider. We pick per project and tell you what we picked and why. What you are buying from us is the build and the running of it, not a licence.
That is a common starting point. We audit what exists, keep whatever is worth keeping, and rebuild the parts that are not holding up. You are not obliged to throw work away.
Yes. Prompts, call flows, integrations and configuration are yours, and we will hand them over if you leave. We do not hold your agent hostage.
Book a free call
Tell us what you are trying to do. If Intercom Fin is the better buy for your case, we will say so on the call.
We will not put you on a nurture sequence. If it is not a fit we say so and that is the end of it.