Serve Pendo guides using Intercom Fin (beta)

The Pendo integration with Intercom's Fin AI Agent lets Fin surface relevant Pendo guides directly in chat conversations. When a visitor asks how to complete a task, Fin queries Pendo through MCP and offers a walkthrough the visitor can launch in their app.

Note: Pendo also offers a separate integration that proactively triggers Fin conversations based on visitor frustration signals. The two integrations work well together, but each has its own setup procedure. If you want Fin to proactively reach out when visitors show friction, see Power Intercom Fin to act proactively based on frustration signals (beta).

Use cases

Serve Pendo guides through your AI agent using Pendo MCP.

• When users ask your AI support agent how to do something, the agent queries Pendo through MCP to find the most relevant guide.
• Agents match user intent to the most relevant Pendo walkthrough, triggering step-by-step help in the moment.
• Works with any MCP-compatible AI agent; surface your entire guide library through natural language, no code required.

How it works

The integration connects Pendo to Intercom's Fin AI Agent through the Pendo MCP server. When a visitor asks for help, Fin queries Pendo for a matching guide and offers it in the conversation. The end-to-end flow works like this:

1. A visitor asks Fin a question in your app's chat.
2. Fin recognizes the question as a request for help with a task.
3. Fin calls the GetInAppGuidance tool on the Pendo MCP server, passing the visitor's question and Visitor ID.
4. Pendo evaluates which guides the visitor is eligible to see based on your segment rules and returns matching results.
5. Fin surfaces the guide as a link the visitor can select to launch the walkthrough in their browser.

Before you begin

To complete this setup, you need:

• An Intercom workspace with Fin enabled.
• An agent set up in Agent Toolkit with the MCP connection in place. This creates the authentication token and Pendo MCP data connector in Intercom that the In-app Guidance tool relies on. See Set up an agent in Agent Toolkit.
• Semantic search turned on in Pendo Subscription settings > AI access. If this setting is off, your subscription may have opted out of Google AI features, and the In-app Guidance tool is unavailable.

Step 1. Set up your agent and connect MCP

The agent, authentication token, and Pendo MCP data connector are all set up in the Agent Toolkit setup wizard. If you haven't done this yet, follow Set up an agent in Agent Toolkit, then return here to enable the In-app Guidance tool in Fin.

Step 2. Enable the In-app Guidance data connector in Fin

The In-app Guidance data connector exposes the GetInAppGuidance tool to Fin. This is the tool Fin calls to look up a relevant Pendo guide, letting Fin offer a walkthrough rather than a text-only answer.

In the Intercom app:

1. Go to Settings > Data connectors. The Pendo MCP server you added during agent setup is listed.
2. On the MCP server, select New to add a new data connector.
3. Select the GetInAppGuidance tool, then select Add connector.
4. To allow Fin to use the connector outside of a workflow or procedure, turn on Enable Fin to use this connector directly without adding it to a workflow or procedure.
5. On the Input Parameters tab, configure the following:
   • query. Leave set to Let Fin decide, with Optional set to false.
   • visitorId. Choose one of the following:
     • Ignore input. Fin doesn't pass a Visitor ID. Only guides without segment targeting are returned.
     • Use an attribute. Fin passes the visitor's Pendo Visitor ID from the selected Intercom attribute. Guides the visitor is eligible to see are returned, including those with and without segment targeting. The selected attribute must match the Visitor ID used to identify the visitor in Pendo.
6. On the Data Transformation tab, set data access to Full data access.
7. Set the data connector to Live. The tool is now available to Fin.

Once the data connector is live, Fin can call the GetInAppGuidance tool whenever a visitor asks a question. Fin queries Pendo for a matching guide and surfaces a link the visitor can select to launch the walkthrough in their app.