Move your team from Sierra to Intercom Fin.
Each person gets a short interview, then a personalized step-by-step guide showing exactly where their saved work, prompts, and projects land in Intercom Fin — and the few things that need a manual step, walked through. You send one invite; nobody becomes the help desk, and nothing in Sierra is changed or cancelled. Want to see where you’re paying for both first? Run the free audit.
Both products deploy an AI agent that autonomously resolves customer conversations end-to-end without human involvement. To move from Fin to Sierra: export your Fin knowledge sources (FAQs, help articles) and procedures as documents, then upload them into Sierra's Agent Studio via Ghostwriter — paste SOPs or past conversation transcripts directly and Ghostwriter generates the agent behavior. Replicate each Fin procedure (query type → outcome mapping) as a Sierra guardrail or behavior config. To move from Sierra to Fin: export agent knowledge docs from Agent Studio and load them into Fin's knowledge base; recreate Sierra guardrails as Fin procedures in the Fin admin interface. In both directions, run the target product in a sandbox (Fin's Training Mode / Sierra's Agent Studio preview) against your top 20 conversation types before cutting over live traffic.
- Warning: Fin bills per resolved conversation at $0.99 (outcome-based); Sierra pricing is enterprise/custom and not published — budget comparison requires a Sierra sales quote.
- Warning: Fin's Fin Apex 1.0 model and six-step AI Engine are proprietary; Sierra uses its own model stack. Response style and resolution accuracy will differ and require re-calibration after migration.
- Warning: Fin supports voice as a channel but requires a separate sales engagement for pricing; Sierra voice is a named add-on. Both need explicit channel-by-channel setup — don't assume parity just because both list voice support.
Both products surface AI agent performance data and allow teams to drill into conversation outcomes. To move from Fin to Sierra: document your current Fin report baselines (resolution rate, outcome distribution by type, cost per conversation) before switching, since the metric definitions differ. In Sierra, set up Insights Explorer to run natural-language queries over conversation samples to replicate Fin's outcome-distribution reports; configure Monitors to flag conversations that would previously have appeared as escalations or disqualifications in Fin's outcome reports. To move from Sierra to Fin: recreate Sierra Experiments as Fin Training Mode procedure tests; map Sierra's Explorer queries to Fin's pre-built outcome-distribution reports available in the Intercom dashboard. In both directions, align on which KPIs define success before migrating to avoid reporting gaps during the transition.
- Warning: Fin's deeper conversation analysis (up to 1,000 conversations/month) requires the Pro analytics add-on at $99/month on top of base plan costs; Sierra's Insights is described as part of the platform with no separate add-on pricing published.
- Warning: Sierra Insights includes multivariate A/B Experiments for testing agent behavior changes; Fin has no published equivalent A/B testing capability — teams relying on Experiments will lose that feature moving to Fin.
- Warning: Fin tracks per-conversation costs directly in reports (outcome-based billing at $0.99/resolved); Sierra does not publish per-conversation cost tracking since its pricing model is enterprise/custom.
Both products detect when a conversation should go to a human and transfer it with full context. To move from Fin to Sierra: document your current Fin escalation triggers (frustration detection rules, @handoff commands in procedures, team routing targets) then recreate them as Sierra guardrails in Agent Studio — Sierra uses configurable topic limits and sentiment thresholds. Sierra's Live Assist feature provides real-time agent-assist overlays during human calls, which Fin does not offer; enable it to retain context visibility for human agents. To move from Sierra to Fin: map Sierra guardrails back to Fin's procedure @handoff commands and team routing configuration. In both cases, verify that the conversation summary format delivered to your contact center queue matches what your agents expect before going live.
- Warning: Fin bills Procedure Handoff as a $0.99 outcome whenever Fin executes a procedure that ends in human routing; frustration-detection escalations are non-billable. Sierra does not publish per-handoff charges — validate with Sierra sales whether handoffs affect billing.
- Warning: Fin routes to specific teams or individual teammates via @handoff commands; Sierra routes to a contact center queue. If your Fin setup relies on agent-specific routing, Sierra's queue model may require contact center reconfiguration.
- Warning: Sierra's Live Assist agent-assist overlay is a Sierra-side feature with no direct Fin equivalent — teams moving from Sierra to Fin will lose real-time agent assist during human-handled conversations.
Both products run a single configured agent across multiple channels (chat, email, voice, and messaging) without rebuilding per channel. To move from Fin to Sierra: export your Fin knowledge base and channel routing rules; in Sierra Agent Studio, publish the new agent to each required channel — chat, phone, email, SMS, WhatsApp — using the single publish flow. Fin's standalone-product mode connects to existing helpdesks (Salesforce Service Cloud, Freshdesk, HubSpot) without migration; Sierra connects via its Agent SDK and pre-built connectors, so plan integration reconfiguration time for each helpdesk. To move from Sierra to Fin: activate Fin's channel integrations in the Fin admin and point each channel to the same knowledge base; use Fin's pre-built helpdesk connectors for zero-migration helpdesk hookup. In both directions, test channel-by-channel in a staging environment before cutting over.
- Warning: Fin voice requires a separate sales engagement and specialized pricing not listed publicly; Sierra voice is a named add-on. Both require explicit activation — neither includes voice by default.
- Warning: Sierra supports 58 languages natively across all channels; Fin does not publish a supported-language count in public docs. Language coverage should be validated against your customer base before migrating.
- Warning: Fin's standalone mode allows zero-migration helpdesk connection to Salesforce Service Cloud, Freshdesk, and HubSpot; Sierra's helpdesk integrations use the Agent SDK and may require developer time to configure.
Both products handle sensitive customer data and offer enterprise compliance controls, but their certification sets and tier structures differ significantly. To move from Fin to Sierra: map each active Fin compliance requirement (HIPAA, SSO, data masking) to its Sierra equivalent — Sierra includes HIPAA, SOC 2, ISO 27001, ISO 42001, GDPR, FedRAMP, and PCI DSS at the platform level without separate tier gating. If you rely on Fin's sensitive-data masking for PCI data, verify Sierra's PCI DSS certification covers the same in-conversation masking behavior. To move from Sierra to Fin: confirm that HIPAA is available on Fin's Expert plan ($132/seat/month) before moving regulated workloads, and that SSO is similarly Expert-tier. Document the compliance tier requirements and cost delta as part of your migration business case.
- Warning: Fin gates HIPAA and SSO behind the Expert plan at $132/seat/month; Sierra provides all compliance certifications (including HIPAA, FedRAMP, PCI DSS) at the platform level without a separate compliance tier — regulated workloads moving to Fin will incur a plan uplift cost.
- Warning: Sierra explicitly states customer data is never used to train its models; Intercom/Fin's equivalent data-usage commitments should be verified in their current DPA before migrating customer conversation data.
- Warning: Sierra holds FedRAMP authorization, which Fin does not list — US federal or government-adjacent customers cannot move from Sierra to Fin without losing FedRAMP coverage.
Both products connect the AI agent to external CRMs, helpdesks, and back-end data systems so the agent can look up and act on live customer data. To move from Fin to Sierra: audit each active Fin connector (Salesforce, Shopify, Stripe, Linear, HubSpot, Freshdesk) and map it to a Sierra equivalent in Agent Studio — Sierra covers CRM and order management platforms plus data warehouses (BigQuery, Snowflake, Databricks, Redis, AWS). Rebuild each Fin custom API integration using Sierra's Agent SDK. OAuth 2.0 scopes defined in Fin must be re-established as Sierra server-side action configurations. To move from Sierra to Fin: export Sierra Agent SDK integration specs and reimplement as Fin data connectors via MCP or Fin's REST API; pre-built Fin connectors for Salesforce, Shopify, Stripe, and Linear set up in 2-5 minutes. In both directions, test each integration against real data in a staging environment and confirm read/write access scopes match your security policy before going live.
- Warning: Fin's pre-built connectors (Salesforce, Shopify, Stripe, Linear) set up in 2-5 minutes; Sierra's pre-built connectors skew toward data warehouses and may require Sierra professional services time for CRM wiring that Fin handles natively.
- Warning: Fin uses OAuth 2.0 with granular read/write access controls per connector; Sierra describes server-side action calls but does not publish OAuth flow details — verify auth model compatibility with Sierra before assuming identical security posture.
- Warning: Fin's helpdesk integrations (Salesforce Service Cloud, Freshdesk, HubSpot) are explicitly zero-migration; Sierra's equivalent integrations may require developer effort via the Agent SDK for the same helpdesks.