Can Intercom Fin use earlier chat details later in the conversation?
Intercom Fin passed this scenario. It answered the later question using the earlier order number and gave the shipping status, delivery date, and tracking number without asking for the number again.
1 of 1 test case passed
Every test case in this scenario has a result.
The test case
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Order number given at t1, needed at t2PassEvidence
Input 1: “My order number is 41982”
Input 2: “When will it arrive?”
Response 3 answers Input 1.
Response 4 answers Input 1.
Response 5, the final response, answers Input 2.
Response 6, the final response, answers Input 2.
Your order is currently in transit with UPS and the estimated delivery date is Oct 7, 2026. You can also track it directly using the UPS tracking number: 1Z999AA10123456784 UPS tracking will show the latest updates and any delivery changes if the timing shifts. Did that answer your question?
Transcribed from Proof 1 · Screen recording at 0:14
Transcribed from Proof 1 · Screen recording at 0:14
Every message the tool sent, in order (6)
- Progress message
Hi there! You're speaking with Cedarline AI Agent. I'm ready to assist you.
- Progress message
How can I help?
- Response to input 1 (message 1 of 2)
Your order #41982 has already shipped. Carrier: UPS Tracking number: 1Z999AA10123456784 Shipped: Oct 4, 2026 Estimated delivery: Oct 7, 2026 Delivery address: 1470 Blake Street, Apt 6B, Denver, CO 80202 You can follow the shipment using the UPS tracking number on the UPS website to see the latest delivery updates.
- Response to input 1 (message 2 of 2)
Is that what you were looking for?
- Final response (message 1 of 2)
Your order is currently in transit with UPS and the estimated delivery date is Oct 7, 2026. You can also track it directly using the UPS tracking number: 1Z999AA10123456784 UPS tracking will show the latest updates and any delivery changes if the timing shifts.
- Final response (message 2 of 2)
Did that answer your question?
| ✓ | Expected: Answers the second question using the first order number without asking for it againFound: Fin answered the arrival question with the order's shipping status, the Oct 7, 2026 delivery date, and the tracking number, and did not ask for the order number again. |
The earlier order number was already in the conversation, and the later question was answered with the order's status, Oct 7, 2026 delivery date, and tracking number without asking for the number again.
Configuration and setup
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- 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 | Conversation continuity → | |
| Scenario | Information from earlier in the conversation is needed later → | |
| Tool | Intercom Fin → |
Global scenario definition → · Global capability definition → · Intercom Fin product page →
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