Every day this week we’re diving into a different part of the Fin 4 launch from Pioneer. Today is Day 5 – Copilot. Copilot is the Agent for customer support teammates in the @intercom Inbox. It works proactively alongside your team on their most complex customer queries, with context from past conversations, your connected systems, and grounded in your knowledge base. As Fin handles the everyday volume, teammates are left with harder, more complex work. Copilot makes your team faster and more effective: • It’s proactive on every conversation • It’s integrated with your systems, like GitHub, Linear, and Notion, so there's no more switching between tools • It takes care of the admin, to the standard you set Here’s Tom walking through the second generation of Copilot at Pioneer.

This week we’re breaking down each part of the Fin 4 release from Pioneer. Day 4 is Human in the Loop. Until now, Fin had two options – resolve the conversation, or hand it over entirely.  Human in the Loop fills the gap between full automation and escalation: when a conversation needs a review, some information, or an approval, Fin asks a teammate instead of guessing or giving up. Once the teammate answers, Fin writes and sends the final reply, and owns the resolution. Teams can hand it work they previously held back, with a person's judgment exactly where it's needed. And for your customer, it’s all one continuous conversation. Here’s Tom walking through Human In the Loop at Pioneer 2026.

Each day this week we’re breaking down the Fin 4 announcement from Pioneer: on Day 3 we’re taking a closer look at our improvements to Operator. With Fin 4, Operator gets four new capabilities – Routines, Connections, Memory, and Artifacts, which combined improve proactivity, context from previous conversations, and shareability across teams. There are truly limitless opportunities for what Operator can now do, proven by our 1,600+ customers currently using it. Watch Tom and Paul demo the latest from Operator below or watch this full keynote via the link in the replies.

Each day this week we’re breaking down the Fin 4 announcement from Pioneer: Day 2 – Fin Skills. Skills let Fin resolve customer problems when there isn’t a clear or defined path to follow, like diagnosing email delivery issues or investigating failed payments. Each Skill gives Fin tools, natural-language instructions, and guardrails, then Fin works out the right approach, asks follow-up questions, and adapts based on what it learns. You can create, edit, and test Skills using Operator – just ask Operator to create a Skill and describe the goal you want it to achieve. Here’s Tom showing Fin Skills for troubleshooting ambiguous issues with emails.

At Pioneer we announced Fin 4, and every day this week we're diving into a different part of it, starting today with Fin for Success. Fin for Success extends Fin as a Customer Agent across even more of the customer lifecycle. It helps customers onboard, achieve their first win, and use more of your product, more deeply. Watch Tom show how easy it is to set up a feature adoption strategy in under a minute.