Detect when a personal agent starts a Messenger conversation

Intercom added a Personal agent involved attribute to every new web Messenger conversation, so you can tell when someone's AI assistant, rather than the person, opened the chat. Fin rates each conversation Yes, Likely, or No when it's created, before Fin's first reply.

Teammates see the rating in the conversation sidebar, but it's read-only. You can use it in Inbox views and search, for example to build a view of Likely and Yes conversations. You can also build a Fin audience from it, so a procedure runs only for those conversations. Reports can filter or break down by the attribute, and there's a ready-made Personal agents report covering Fin resolution rate, escalation rate, new and open conversations, and new versus replied-to conversations over time.

Customers don't see the rating, and Fin answers the same way unless you set up an audience or procedure that uses it. The rating is an estimate, so some people will be rated Likely and some agents will be rated No.

It's on all plans and on by default. You can switch it off under Settings, Security, Data. Only new web Messenger conversations created after November 13, 2026 are rated. iOS and Android SDK, email, voice, and other channels aren't, and older conversations aren't backfilled.