Can Intercom Fin let a user inspect conversation activity?
Intercom Fin let the user inspect an earlier shipped-order conversation in this case. It showed the Fin-involved list, opened the matching thread, and displayed the order 41982 reply and tracking details.
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.
Find the earlier ⟨shipped-order⟩ conversationPassEvidence
We opened Reports > Overview, used Drill in on the conversation-handling chart, chose Fin Involved, and opened a row; nothing was typed or uploaded.
The tool's response has no text to quote: it is what the evidence under Proof shows.
Proof 1 · Screen recording · ▶ 0:13–0:16; ▶ 0:20–0:23
| ✓ | Expected: The conversation can be found and openedFound: The drill-in list led to the matching conversation, and the side panel opened the earlier thread about order 41982 with shipping and tracking details. |
The case required the earlier conversation to be found and opened. The capture shows the Fin-involved list, the matching conversation ID, and the opened thread with the shipped-order reply in one continuous run.
Configuration and setup
How this tool was set up for the run and what the test needed in place. Each row is a fact from the run's records; a fact the records do not hold is left out, not guessed.
How this scenario is graded
How we decide Pass, Fail and Not gradable. The same rules apply to every tool tested on this scenario.
Each test case gets one result per tool: Pass, Fail or Not gradable. A test case we haven't run yet shows Untested. There are no partial results.
- Pass: the tool did everything the test expected, and nothing it said contradicts the correct answer.
- 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 | Analytics and observability → | |
| Scenario | Conversation activity can be inspected → | |
| Tool | Intercom Fin → |
Global scenario definition → · Global capability definition → · Intercom Fin product page →
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