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AI Act Checker

EU AI Act · Article 50

How to add an AI disclosure to Intercom

Article 50(1) of the EU AI Act, applicable since 2 August 2026, requires AI systems that interact with people to be designed so that those people know they are dealing with AI, unless this is obvious. If your website runs Intercom as a chatbot or AI agent, this page shows where to set its name, labels and first message so the notice appears at the start of every conversation.

AI product: Fin AI Agent (Intercom) ·

What Intercom shows by default

Fin can show an "AI Agent" label in the Messenger, but Intercom says it is off by default for new customers (it stayed on for customers who used Fin before July 2025). The introductory message pre-filled in Simple deploy already tells customers they are speaking with Fin AI Agent, unless you change it.

How to set up the AI notice

  1. Open Fin AI Agent > Fin settings > Identity and switch on "Show AI Agent label in Messenger" so Fin's replies carry an AI Agent label.
  2. In the same Identity settings, set Fin's name and avatar. If you use a custom name, keep the label or the introductory message switched on, because the name alone may not tell customers they are talking to AI.
  3. Go to Fin AI Agent > Deploy > Chat and open Step 3, "Let Fin introduce itself". Keep or rewrite the introductory message so its first sentence says the customer is talking to an AI agent and can ask for the team at any time. Intercom says this step must be enabled for Fin to engage in chat.
  4. If Fin answers through Workflows instead of Simple deploy, add a message step with the same notice before the "Let Fin answer" step. If you run several Fin identities, use the [AI Agent name] variable in that message.
  5. Intercom notes that the Messenger introduction does not trigger on WhatsApp, Instagram or SMS, so add the notice with a Workflow for those channels.
  6. For email, check that the AI disclosure footer under Fin AI Agent > Fin settings > General stays switched on (it is on by default).
  7. Test the conversation in Step 9, "Preview Fin over chat", before you set Fin live.

Example first message

Hi, you're chatting with Fin, our AI agent. I can answer most questions straight away, and you can ask for our team at any time.

Let people reach a human

In Step 6 of Simple deploy, "If Fin can't resolve the conversation", choose the team or teammate Fin hands over to, and optionally switch on "Collect more information when a customer asks to speak to the team".

What Intercom says about the AI Act

Intercom links to a help article called "Fin and the AI Act" and states that, under its Additional Product Terms for AI, customers are responsible for making sure end users know they are interacting with an AI system.

Where the data is hosted

Intercom offers EU hosting in AWS eu-west-1 (Dublin) for new workspaces on the Advanced and Expert plans with a contract.

Why the first message matters

Article 50(1) obliges providers to design AI systems that interact with people so that those people are informed they are interacting with AI, unless this is obvious, and Article 50(5) requires that information to be given clearly at the latest at the first interaction. The chatbot vendor is usually the provider and a website operator who embeds the bot is usually a deployer, but the operator controls the bot's name, labels and first message, so that is the practical place to make sure the notice appears. Breaches can be fined up to EUR 15 million or 3% of worldwide annual turnover under Article 99(4).

Read the full chatbot disclosure guide
Check whether your chatbot notice is visible

Sources

This page summarises the vendor's own documentation as of the date shown and is general information, not legal advice. Menu names change, so check the linked sources and have your own obligations assessed where needed.