Frequently asked questionsEverything you wanted to ask about Fin, Intercom and working with us
Fin versus Intercom, training and knowledge, costs, setup timelines — plus every question from across the site, collected in one place.
Fin vs Intercom
What is Fin, what is Intercom, and which parts you actually need.
Intercom is the customer service platform — the inbox, the messenger, help center, workflows, reporting and data model. Fin is the AI agent that runs on top of it and answers customer questions autonomously. You need Intercom to run Fin, but Fin is licensed and billed separately.
Yes. Fin can be deployed over Zendesk, Salesforce and Freshdesk, or through the Fin API into your own channels. In practice the tightest setup — shared knowledge, workflows, reporting and handover in one place — is Fin inside Intercom.
No. Fin absorbs the repetitive volume — up to 71% of conversations in mature setups — so your team handles the escalations, edge cases and revenue conversations. Teams that do this well move headcount toward quality and knowledge work, not out the door.
Fin is grounded in your knowledge sources, cites them, respects answer guardrails, hands over to humans with full context, and reports on resolution rate out of the box. A custom GPT wrapper gives you the model but none of the operational layer — you build and maintain routing, escalation, analytics and QA yourself.
Fin works with Essential, Advanced and Expert plans; it is priced per resolution on top of your seat subscription. The plan you choose affects workflows, multi-brand, SLAs and reporting depth — not whether Fin can run.
Most of our work is exactly that: an existing Intercom workspace where Fin is switched on but under-performing. We audit the knowledge base, workflows and handover paths, then rebuild the parts that cap the resolution rate.
Training Fin & knowledge
What Fin learns from, how you control it, and how it improves over time.
Fin is not fine-tuned on your data. It reads your connected content at answer time — help center articles, public URLs, PDFs, snippets, internal articles and connected sources — and generates a grounded answer with citations. Improving Fin means improving that content, not retraining a model.
Intercom help center articles, public websites you allow, uploaded files such as PDFs, internal-only articles, snippets written directly in Intercom, and external systems reached through the Fin API or MCP connections.
A focused content set covering your top 50 intents usually produces useful answers in the first week. Getting to a stable, high resolution rate takes four to eight weeks of reviewing conversations and closing knowledge gaps.
Three levers: fix or remove the source content, add guidance that tells Fin how to behave in that scenario, and add a workflow that routes the topic to a human before Fin answers. Answer guidance handles tone and policy; workflows handle hard boundaries such as billing disputes or legal questions.
Yes — Fin answers in 45 languages and replies in the language the customer writes in. For Swiss deployments we still recommend curating the core articles per language, because machine-translated source content quietly lowers answer quality.
Your team owns it; we set up the structure, the review cadence and the reporting so gaps are obvious. Clients on a retainer get a monthly review where we turn unresolved conversations into content and workflow changes.
Costs & pricing
What Fin costs, what we cost, and where the budget actually goes.
Intercom charges per resolution — a conversation Fin resolves without a human — on top of your seat licences. Budget the resolution fee against your current cost per ticket; the comparison, not the sticker price, is what matters.
Projects typically run from a fixed-scope Blueprint audit up to a full rollout. We quote a fixed price after a 30-minute scoping call so you know the number before anything starts — see the pricing page for current package ranges.
For repetitive, high-volume queues, usually yes — Fin handles the volume that would otherwise justify a new hire. For low volume or highly bespoke support, the saving is smaller and the real gain is response time and out-of-hours coverage.
Yes — a monthly retainer covering conversation reviews, knowledge gaps, workflow tuning and reporting. Most clients stay on it for the first six months, when the resolution rate moves most.
Setup & rollout
What happens between the first call and Fin answering real customers.
A focused rollout on an existing Intercom workspace takes two to four weeks. A full programme — knowledge architecture, workflows, integrations and multilingual content — usually runs six to ten weeks.
Admin access to Intercom, a subject-matter contact for content decisions, and about two hours a week for reviews. We do the building; you own the answers your business is willing to give.
Yes. Through MCP, REST connectors and custom actions Fin can look up an order, check a subscription or trigger a process before answering. Each integration adds build and maintenance cost, so we start with the two or three that remove the most tickets.
We start Fin on a narrow topic set and a limited audience — one channel, out-of-hours or a single segment — with fast handover to humans. Coverage widens once the resolution and satisfaction numbers hold.
Resolution rate, handover rate, customer satisfaction on Fin conversations, first-response time and cost per resolved conversation. We set the reporting up during the rollout so the baseline exists before Fin goes live.
We are based in Switzerland and work in English, French, German and Italian — which is also why multilingual Fin deployments are a large part of what we do.
About dot2.solutions
Who we are and how we work.
We deploy Fin, Intercom's AI Customer Agent, for Swiss companies — handling support, sales, onboarding, and ecommerce. We manage the full implementation: knowledge base, configuration, workflows, and ongoing optimisation.
Most projects start with a 2-week Blueprint phase. Full Fin implementation typically takes 3-9 weeks depending on complexity — then we optimise for 3 months included.
Yes — we work with Swiss companies of all sizes, from growing SaaS teams to complex product companies in medtech, industrial, and ecommerce.
Absolutely. The first 30-minute session is free — no obligation. We'll map your customer journey and show you exactly what Fin can handle for your business.
Yes — after the included 3-month optimisation period, most clients continue from CHF 650/month to keep improving their Fin Customer Agent as their business evolves.
Yes — we work in FR, EN, DE, and IT. Fin natively supports 45 languages, and we handle multilingual knowledge base setup and Crowdin integration for deeper localisation needs.
Packages & pricing
Questions from our pricing page.
Everything you need for a working system PLUS the first 3 months of optimization: Complete setup (CHF 7,000-15,000 value) + 3 months of retainer (CHF 1,950-7,200 value depending on tier) = Total: CHF 9,500-22,000. After Month 3, you continue month-to-month at your retainer tier rate.
Because automation isn't set-and-forget. Months 1-3 are when edge cases appear in real usage, AI responses need tuning, workflows need refinement, and your team learns the system. Without this phase, 80% of implementations fail. With it, 90% succeed.
We don't offer setup-only because we've seen too many clients struggle alone after launch. The optimization phase is what makes the difference between "we tried automation and it didn't work" vs. "automation cut our workload in half."
You have three options: (1) Continue month-to-month at your tier (most clients choose this), (2) Switch tiers up or down based on your needs, or (3) Pause if you're happy with the current state. No long-term commitment required.
During our Blueprint audit or initial call, we'll assess your KB needs (15 articles vs. 60 articles), workflow complexity (simple routing vs. multi-step logic), and integration requirements (standard vs. custom API). Then we'll give you an exact quote, not a range.
We recommend it for 90% of clients — it ensures we're building on solid ground and helps us understand your specific needs before implementing solutions.
50% upfront, 50% on delivery. Retainers are billed monthly. All payments can be made via bank transfer or invoice.
Intercom expertise
Questions from our Intercom consulting page.
The Blueprint phase takes 1–2 weeks. Full Fin Customer Agent implementation typically runs 3–9 weeks depending on complexity — followed by a mandatory 3-month optimization period included in every package.
Yes — every implementation includes a full team onboarding session. We train your team on Fin configuration, knowledge base management, workflow logic, and escalation handling. Sessions are remote, in EN or FR.
Yes — including connecting Fin as a standalone AI agent to your existing helpdesk (Zendesk, Salesforce, Freshdesk, HubSpot) without migrating your full support stack. We also connect Intercom to your CRM, data tools, and custom APIs, and set up Crowdin for multilingual knowledge base management alongside Fin's native 45-language conversation support.
Custom workflows, multi-brand configurations, API integrations, and advanced Fin procedures are covered under our Custom Architecture package from CHF 25,000+. We scope these during the Blueprint phase.
Yes — all implementations include a mandatory 3-month optimization retainer. After that, most clients continue from CHF 650/month to keep their Fin Customer Agent performing as their business evolves.
Yes — we handle migrations from Zendesk, Freshdesk, and HelpScout including workflows, content, tagging structure, and automations. Starting at CHF 1,500.
Minor changes are covered during the 3-month optimization period. After that, changes are handled through your monthly retainer or billed separately depending on scope.
No — we can help you choose the right Intercom plan as part of the Blueprint phase. Intercom subscription fees apply separately from our implementation fees.
Yes — we work in FR and EN natively. Fin natively supports 45 languages, and we set up multilingual knowledge bases and Crowdin integration for teams serving DE and IT markets.
Localization & multilingual
Questions about multi-language support.
Crowdin is a cloud-based localization management platform that connects to your content sources (websites, apps, help centers, documentation) and manages the entire translation workflow — from content extraction to translated content delivery. It supports 500+ file formats and integrates with tools like GitHub, Intercom, Zendesk, and more.
No — we're not a translation agency. We set up and manage the infrastructure that makes translations flow efficiently. We integrate AI translation engines (DeepL, OpenAI, Claude) for drafts, configure translation memories and glossaries, and connect you with professional translators when human review is needed.
A typical Crowdin implementation takes 4–8 weeks depending on the number of content sources, languages, and complexity. This includes the content audit, architecture design, Crowdin configuration, integration setup, and initial content sync.
We work with any language that Crowdin supports — which is virtually all of them. We have particular expertise with the Swiss four-language reality (French, German, Italian, English), DACH markets, and European expansion scenarios. For Intercom users, Fin handles live conversations in 45 languages natively — but your Help Center articles still need to be translated separately. That's exactly what we set up.
Yes. We specialize in connecting Crowdin to Intercom Articles, Zendesk Guide, and HubSpot Knowledge Base. Fin handles conversations in 45 languages automatically — but Help Center articles aren't translated by Intercom. Crowdin fills that gap, keeping the knowledge base behind Fin accurate in every language your customers read.
The retainer covers monitoring translation queues, reviewing translations for quality, updating glossaries and TMs, troubleshooting integration issues, liaising with translators, and adapting the setup as your content and language needs evolve. Think of it as a fractional localization manager.
Yes, you'll need an active Crowdin subscription. We can help you choose the right Crowdin plan during the audit phase. Our implementation and retainer fees are separate from Crowdin's subscription costs.
Absolutely. We help your development team prepare the codebase for i18n — extracting strings, setting up locale files, and configuring Crowdin's CLI or GitHub integration so that localization fits naturally into your CI/CD pipeline.
Lovable & web builds
Questions about our Lovable and web development work.
Lovable is an AI-powered platform that lets anyone turn their idea into a real, working app or website — without writing a single line of code. You describe what you want to build, and Lovable builds it. No technical background required.
That changes everything. Ideas that used to require a developer, a budget, and months of back-and-forth can now go from concept to live product in days.
Where I come in: as a Top 1% Lovable developer, I help you get there faster and with fewer wrong turns — whether you want me to build it for you, build it with you, or teach you to build it yourself.
I'm in the Top 1% of Lovable developers globally, but more importantly I'm also a founder using the platform to build my own products. I'm not just executing briefs — I bring the perspective of someone who has shipped real products with real users. I also offer 1:1 coaching, which most agencies don't.
Most MVPs are live within 1–2 weeks. A full custom app with backend, integrations, and SEO setup typically takes 3–4 weeks. This is 5–10x faster than traditional development — which is the whole point.
We spend 60 minutes mapping your idea to a concrete technical plan: what to build, how to build it, what to avoid, and what it'll cost. You leave with a written summary and a clear path forward — whether you hire me or build it yourself.
50% upfront, 50% on delivery for project work. Strategy sessions and training are invoiced in advance. I work with Swiss invoicing standards and accept bank transfer.
Bug fixes, small adjustments, and guidance as you start using your product in the real world. It's the period where unexpected things come up — I'm there to handle them fast.
Yes. Most of my work is remote and I'm comfortable working across time zones. That said, if you're based in Switzerland and want in-person sessions, that's available too.
Absolutely — this is actually one of the most common requests. Whether you're stuck, inherited someone else's project, or just want a second pair of expert eyes, a Strategy Session is the right starting point.
I offer a monthly support retainer at CHF 500/month covering small updates, monitoring, and priority access. Most clients who launch a product find this valuable in the first few months.
Video & tutorials
Questions about our video and training content.
We create tutorial videos for product features, explainer videos for complex workflows, micro-how-to's for quick tasks, onboarding videos, troubleshooting guides, and FAQ videos. All optimized for self-service and knowledge bases.
Standard turnaround is 48 hours for most videos. Complex tutorials may take 3-5 days depending on product complexity and script approval. Rush delivery is available for urgent needs with 24-hour turnaround.
Yes! We create scripts based on your product documentation and user feedback. You'll review and approve scripts before we begin recording. Storyboards are included for complex explainer videos to ensure clarity.
Absolutely! We specialize in high-quality screen recordings with smooth cursor movements, annotations, callouts, and zoom effects. We can record any software interface, web application, or mobile app.
Revisions cover script changes, screen recording adjustments, voice-over re-recording, annotation updates, and pacing adjustments. Most plans include 2-3 revision rounds to ensure perfect clarity and accuracy.
Yes! We provide subtitles in multiple languages and can arrange professional voice-over in various languages. This helps you reach global audiences and support international customers effectively.
Absolutely! Videos are delivered in formats optimized for all major knowledge base platforms (Zendesk, Intercom, Help Scout, etc.). We provide embedding codes and can assist with integration.
We work closely with your product and support teams to ensure technical accuracy. All scripts and recordings are reviewed by your team before finalization. We also update videos when product features change.
Quotes & estimates
Questions about getting a quote.
Landing pages ship in 1–2 weeks, Professional sites in 3–4 weeks, Premium web apps in 5–8 weeks, and Expert builds in 8–12+ weeks. Timelines start once we have content and brand assets in hand.
Discovery call, UX/UI design, full development, responsive mobile-first build, basic SEO setup, deployment, and 30 days of post-launch support. The detailed scope is locked in the written quote before we start — no hidden fees.
Modern React with TanStack Start or Next.js, Tailwind CSS, TypeScript, and Supabase or other managed backends. For rapid MVPs I use Lovable, where I'm a Top 1% expert. Everything is yours to own and host wherever you want.
Absolutely. I regularly take over sites built on WordPress, Webflow, Framer, or custom stacks. We start with an audit, then migrate or rebuild only what gives you real ROI.
Yes. Optional monthly plans cover hosting, monitoring, security updates, content edits, and analytics reviews. Most clients add a Care plan after launch — it's not required.
Standard split is 50% to kick off, 50% on launch. Larger Expert projects are billed in 3–4 milestones. Invoices are issued from Switzerland and can be paid in CHF, EUR or USD by bank transfer or card.
Book a free 30-minute call. I'll listen to your goals, suggest the right tier, and send a written quote within 24 hours. If none of the four packages fit, I'll build a custom one.
Working with us
Questions about getting in touch and starting a project.
Our working hours are 9AM - 6PM CET, Monday through Friday. We respond to inquiries during these hours and typically reply within 24 hours on business days.
We pride ourselves on quick responses. You can expect an initial reply within 24 hours during business days. For urgent matters, we prioritize immediate attention and will get back to you as soon as possible.
We specialize in AI automation, no-code solutions, Intercom implementation, and custom integrations. Our services include workflow automation, chatbot development, knowledge base setup, and comprehensive digital transformation consulting.
You can book a free consultation directly through our calendar booking tool on this page. Simply select a time that works for you, and we'll send you a confirmation with meeting details. Alternatively, you can email us and we'll arrange a suitable time.
Yes! We provide ongoing support and maintenance packages to ensure your solutions continue to run smoothly. We also offer training sessions to help your team make the most of the implemented systems.
To help us understand your needs better, please include details about your current challenges, desired outcomes, timeline expectations, and any relevant background about your business or project. The more context you provide, the more tailored our response will be.
Yes, absolutely! Our initial consultations are completely free with no obligation. We use this time to understand your needs, discuss potential solutions, and determine if we're the right fit for your project.
Still have a question?
Ask our own Fin AI Agent live, or book a 30-minute call with a human.