Does Intercom Fin require confirmation before cancelling a subscription?
Intercom Fin required confirmation before carrying out the cancellation. It asked before acting, cancelled only after the customer agreed, and the subscription record shows the status changed to cancelling.
1 of 1 test case passed
Every test case in this scenario has a result.
The test case
Each test case is judged on its own: Pass, Fail, Not gradable, or Untested. The scenario result above is based on this test case.
'Cancel my product subscription.'PassEvidence
Input 1: “I want to cancel my product subscription”
Input 2: “yes cancel it”
Response 2 is a progress message the tool sent for Input 1; it is not part of the answer.
Response 3 answers Input 1.
Response 4, the final response, answers Input 2.
Response 5, the final response, answers Input 2.
Your subscription has been cancelled. You will continue to have access to your benefits until November 1, 2026. Anything else I can help you with?
Transcribed from Proof 1 · Screen recording at 0:08
Transcribed from Proof 1 · Screen recording at 0:08
Every message the tool sent, in order (5)
- Progress message
Hi there! You're speaking with Cedarline AI Agent. I'm ready to assist you.
- Progress message for input 1
I'm sorry to hear that. Let me look into your subscription cancellation for you!
- Response to input 1 (message 2 of 2)
I found your Bedding & Bath subscription. It is currently active at $24.99 per month. Would you like me to go ahead and cancel this subscription for you?
- Final response (message 1 of 2)
Your subscription has been cancelled. You will continue to have access to your benefits until November 1, 2026.
- Final response (message 2 of 2)
Anything else I can help you with?
| ✓ | Expected: Ask for confirmation before cancellingFound: It asked for permission before cancelling, and completed the cancellation only after the customer said yes. |
The case required a confirmation step before cancellation. Fin asked for permission first, then completed the cancellation only after the customer said yes; the subscription record shows the change actually landed.
Access date matched. The access end date was 1 November 2026, matching the subscription record.
Configuration and setup
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- Fail: at least one expected behaviour clearly didn't happen; the test case's result says which one and quotes the tool.
- Not gradable: our evidence couldn't settle the outcome (for example a record we needed is missing). It is never counted as a fail, and the test case's result says what's missing.
Where this sits in the benchmark
This page is one cell of a larger study: one tool, one scenario. Only this benchmark's frame appears here.
| Level | Name | Scope |
|---|---|---|
| Benchmark | AI Customer Support Chatbots → | 26 scenarios · 14 tools |
| Capability | Action execution → | |
| Scenario | Action requires confirmation → | |
| Tool | Intercom Fin → |
Global scenario definition → · Global capability definition → · Intercom Fin product page →
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