Move your team from Intercom Fin to Ada.

Ada's Reasoning Engine and Fin's AI Engine are both the autonomous decision-making core that resolves multi-step customer conversations without human involvement. When moving from Ada to Fin: the primary configuration shift is from Ada's Playbook-driven logic (explicit step sequences) to Fin's knowledge-base-first approach — you need to ensure your help center content, FAQs, and troubleshooting articles are in an Intercom-accessible knowledge source (Intercom Articles or a synced external source); Fin's AI Engine (query refinement → retrieval → reranking → response → validation → calibration) then handles resolution automatically. When moving from Fin to Ada: Ada requires explicit Playbook structures rather than free-form knowledge retrieval; document your most common resolution patterns from Fin's outcome reports, then build corresponding Playbooks in Ada. In both directions, set a target resolution rate baseline before switching so you can measure performance change after migration.

Ada and Fin both connect the AI agent to helpdesks, CRMs, and data systems so it can read and write customer data during live conversations. When moving from Ada to Fin: audit all active Ada integrations (Zendesk, Salesforce, ServiceNow, Freshworks, Genesys, Aircall, Twilio, etc.) and map each to a Fin equivalent; Fin has pre-built connectors for Salesforce Service Cloud, Freshdesk/Freshchat, and HubSpot Service Hub that sync knowledge bases and follow existing routing rules — pre-built connectors take 2-5 minutes to configure; for custom or niche systems (ServiceNow, Twilio, Genesys) use Fin's MCP or REST API connectors (30 minutes to a few hours per connector). When moving from Fin to Ada: Ada's Developer Toolkit (APIs, SDKs, MCP integrations) handles systems not covered natively; plan for custom integration work for any connector not in Ada's native list. In both directions, verify data-write permissions — both platforms support reading live data but updating CRM records requires explicitly scoped access grants.

Both Ada and Fin deploy a single AI agent across chat, email, voice, and social messaging from one configuration. When moving from Ada to Fin: export Ada's channel list and note which channels are active (voice, WhatsApp, SMS, Messenger, Instagram); in Intercom, connect the same channels via the Channels settings — chat/Messenger, email, and Slack come pre-configured while voice requires a separate Intercom sales engagement. Ada's Conversation Hub context-carry is replicated in Fin automatically since all channels share the same knowledge base and routing rules in Intercom. When moving from Fin to Ada: document your channel list from the Intercom Channels settings, then connect the same channels in Ada's Conversation Hub; note Ada requires a minimum of 300,000 annual conversations for eligibility. In both directions, test each channel after connecting with a sample conversation before going live.

Ada's Coaching system and Fin's analytics both close the loop on AI agent quality — flagging underperforming conversations and applying learnings to improve future responses. When moving from Ada to Fin: export a baseline of Ada's resolution rates and coaching flags from the Performance Center before switching; in Intercom, enable pre-built reports (included on all plans) covering resolution rates and outcome distribution; if you need deeper per-conversation analysis, add the Pro add-on ($99/month) for up to 1,000 analyzed conversations/month. Fin's performance calibration feeds into the AI Engine automatically — unlike Ada's explicit coaching flag mechanism, improvement in Fin is more automated. When moving from Fin to Ada: replicate your outcome tracking categories (Resolution / Handoff / Disqualification) as Ada coaching signals; use Ada's Performance Center to set equivalent monitoring thresholds and watch resolution rate trends over the first 30 days.

Both Ada and Fin hold enterprise security certifications and offer compliance features for regulated industries. When moving from Ada to Fin: Ada includes HIPAA, SOC 2, GDPR, and AIUC-1 certifications platform-wide with zero data retention on conversation content; in Fin, HIPAA support is available only on the Expert plan ($132/seat/month) — verify your plan includes HIPAA before migrating any healthcare data. Ada's privacy-by-design and zero data retention policy has no direct Fin equivalent by default; check with Intercom's sales team about data residency and retention settings on your contract. When moving from Fin to Ada: Ada's certifications apply across all tiers without add-on costs; SSO is not gated in Ada the way it is in Fin (Expert-only). In both directions, run a data mapping exercise to identify what customer PII flows through conversation content and ensure the destination platform's retention and masking settings match your compliance requirements.

Ada Playbooks and Fin Procedures both define multi-step structured logic the AI agent follows for specific interaction types (e.g., order status lookup, refund request, account update). When migrating from Ada to Fin: list all active Playbooks in Ada and document each one's trigger, branching steps, data lookups, and end state (resolution vs. escalation); recreate each as a Fin Procedure in the Fin admin interface using step-by-step instructions, @handoff commands for escalation branches, and Workflow integration triggers for data actions. When migrating from Fin to Ada: export Fin Procedures, map each outcome type (Resolution, Handoff, Disqualification, Qualification) to an equivalent Ada Playbook end state, then configure the Playbook steps in Ada's platform. In both directions, use Fin's Training mode (simulate conversations) or Ada's test environment to validate each workflow before deploying to production.