1. Pendo Help Center
  2. Pendo for Agents
  3. Agent Toolkit

Set up Fin in Agent Toolkit (beta)

Last updated:

This article covers how to set up an AI agent that runs on Fin and connect it to your Pendo data so you can set up the capabilities it uses.

To set up a custom AI agent, one you build in-house or a third-party agent you configure, see Set up a custom agent in Agent Toolkit. For more information about Agent Toolkit, see Overview of Agent Toolkit.

Agent Toolkit is visible to all users in the main navigation, but only subscription admins can add and manage AI agents.

How it works

For a Fin AI agent, you set up the AI agent in a single wizard with five steps:

  • Details. Choose Fin as the AI agent type, name your AI agent, and select the apps it runs on.
  • In-conversation help. Connect Fin to your Pendo data, which powers session context, guides, and feedback submission.
  • Proactive help. Connect your Intercom workspace and create a webhook, which powers workflow nudges and frustration signals.
  • Sync Visitor IDs with Intercom. Pendo turns on Visitor ID syncing for the AI agent's web apps, so Pendo and Intercom recognize the same visitors.
  • Review. Check your details, then add the AI agent.

You must set up at least one of in-conversation help or proactive help. When setup is complete, you turn on and set up individual capabilities from the AI agent's Overview page and tabs.

Note: When you add or update an AI agent, Pendo prevents you from linking a service account or webhook that's already linked to another Agent Toolkit AI agent. Unlink it from the existing AI agent before linking it to a different one.

Before you begin

To set up a Fin AI agent in Agent Toolkit, you need:

  • Subscription admin permissions to access Agent Toolkit. These permissions are also required to turn on MCP.
  • Webhooks turned on for your subscription. Webhooks are required if you want to set up workflow nudges and frustration signals for your AI agent.
  • A Fin workspace in Intercom, with access to Fin's settings.
  • Pendo agent version 2.336.0 or later installed on the web apps where Fin runs, so Pendo can sync Visitor IDs with Intercom.

Important: Fin can only recognize a visitor when the Pendo Visitor ID and the Intercom user ID match. If they don't match, the AI agent's capabilities don't work for that visitor. The wizard turns on Visitor ID syncing for Fin AI agents and walks you through the setup Pendo needs in Intercom. For the full setup and how to verify it, see Sync IDs between Pendo and Intercom. This requirement doesn't apply to custom AI agents that don't use Intercom.

Step 1: Add an AI agent

To begin setting up a Fin AI agent in Agent Toolkit, watch the video walkthrough or follow the steps below.

  1. Go to Agent Toolkit in the main navigation.
  2. Select Add AI agent to open the setup wizard. If you don't have any AI agents yet, select Fin on the landing page instead.
  3. In the Details step, under AI agent type, select Fin. If the AI agent runs on a different platform, follow the instructions in Set up a custom agent in Agent Toolkit instead.
  4. Enter a Name and a Description for the AI agent. Both are required.
  5. Under Accessible apps, add every app where visitors use this AI agent. At least one app is required. Mobile and extension apps aren't supported.
  6. Review the beta disclaimer and select the checkbox to acknowledge the beta terms. You must acknowledge the disclaimer before you can continue.
  7. Select Continue.

Step 2: Set up in-conversation help

In-conversation help connects Fin to your Pendo data so it can use session context, guides, and feedback submission during conversations. If you don't need these capabilities, select Skip and set up proactive help instead.

The wizard walks you through the setup in Fin, with links that open the right Fin settings pages.

Note: Turning on the MCP server enables MCP for your subscription. This means users can read and write Pendo data outside of the Pendo application. For more information, see Overview of the Pendo MCP server.

To set up in-conversation help, watch the video walkthrough or follow the steps below.

  1. In the wizard, turn on MCP server to set up a service account so Fin can query live Pendo data through the MCP server.

  2. Under Create connection, copy the details the wizard displays. The connection uses the name and apps from the Details step. You paste these details into Fin in the next step:

    • OAuth token URL
    • Client ID
    • Client secret
    • Scope

    Important: Save the client secret somewhere secure. You can't view it again after you leave setup.

  3. Under Create an authentication token in Fin, select Open Fin settings. This opens Fin's authentication settings. Create a new token using the values from the wizard:

    • Type: OAuth.
    • HTTPS URL: the OAuth token URL from the wizard.
    • Client ID and Client secret: the values from the wizard.
    • Scope: read:me.
    • Request format: Form encoded.

    Test the token in Fin to confirm it returns a 200 OK response.

  4. Save the token in Fin. Return to the wizard and select the I created the authentication token in Fin checkbox.

  5. Under Add a custom MCP connector in Fin, copy the MCP server URL, then select Open Fin settings. In Fin's Data connectors settings, select Custom MCP and enter the following:

    • Name: a name you'll recognize, for example, Pendo MCP.
    • URL: the MCP server URL from the wizard.
    • Authentication: the authentication token you created in the previous step.
  6. Test the connection in Fin to confirm Fin can reach Pendo.
  7. Return to the wizard and select the I added and tested the custom MCP connector in Fin checkbox.
  8. Select Continue.

Tip: Adding the custom MCP connector in Fin is easy to miss, but Fin can't reach your Pendo data without it.

Step 3: Set up proactive help

Proactive help sends real-time Pendo events to Fin so it can offer help when visitors stop partway through a task or show signs of frustration. It powers workflow nudges and frustration signals, and it connects the Intercom workspace where Fin is set up. If you set up in-conversation help and don't need these capabilities, select Skip.

Note: If you skipped in-conversation help, proactive help is required before you can add the AI agent.

To set up proactive help, watch the video walkthrough or follow the steps below.

  1. Under Connect to Intercom, select Connect with Intercom. This opens an authorization page in a new tab so you can sign in to the Intercom workspace where Fin is set up.
  2. Select Authorize access. This reopens the Agent Toolkit setup wizard. If the connection expires later, select Reconnect.
  3. Under Create a webhook, choose either:
    • Create a new webhook. Create a new Intercom webhook named after the AI agent and scoped to the apps you selected in the Details step.
    • Use an existing webhook. Select an Intercom webhook you already have with the same app scope as the AI agent. If none exist, you're prompted to create a new webhook.

  4. Select Create webhook. This creates the webhook and links it to the AI agent.

    Note: The webhook doesn't send events until you set up and turn on a proactive capability (workflow nudges or frustration signals) after setup is complete.

  5. Select Continue.

Step 4: Sync Visitor IDs with Intercom

This step appears only for Fin AI agents. Fin can only recognize a visitor when the Pendo Visitor ID and the Intercom user ID match, so Pendo turns on Visitor ID syncing automatically for all of the AI agent's web apps. There's no setting to turn on; the step helps you check whether your IDs already match and, if they don't, sets up the mapping Pendo and Intercom need.

When IDs don't match, Pendo saves each visitor's Intercom user ID as visitor metadata (intercomUserId) and sends the Pendo Visitor ID to Intercom as a custom attribute (pendoVisitorId). Intercom must be installed on the same page as Pendo.

  1. Under Check whether your IDs already match, use one of the two options:

    • Option A: In the browser (Recommended). On a page where both Pendo and Intercom are installed, open the browser console and run pendo.checkIntegrationIdMatch('intercom').
    • Option B: Manually. Look up an Intercom user ID in People > Visitors and compare it with the Pendo Visitor ID for the same person.

  2. Under Do your IDs match across Pendo and Intercom?, select Yes or No. If you select No, select both checkboxes before you continue:

    • Create intercomUserId metadata mapping in Pendo. Sets your subscription's Intercom user ID data mapping to the intercomUserId metadata field.
    • Create pendoVisitorId custom attribute in Fin. Creates a text contact attribute called pendoVisitorId in your Intercom workspace. This requires the Intercom connection from the Proactive help step.
  3. Select Continue.

Syncing takes effect after visitors load a page where both Pendo and Intercom are installed. To confirm the sync is working, or to complete the Intercom setup manually, see Sync IDs between Pendo and Intercom.

Step 5: Review

On the Review step, check your AI agent details before you finish. After you add the AI agent, you set up the capabilities you want to use.

To review and add your AI agent, watch the video walkthrough or follow the steps below.

  1. Check the summary: AI agent type, name, apps, In-conversation help status, and Proactive help status.
  2. Select Add AI agent.

Pendo adds the AI agent and opens its Overview page. The Overview page shows how many of the five capabilities are set up, grouped under In-conversation help and Proactive help, with a Set up button for each capability.

Next steps

To confirm that Visitor ID syncing is working, see Sync IDs between Pendo and Intercom.

If you set up in-conversation help, you can:

If you set up proactive help, you can:

Was this article helpful?
0 out of 0 found this helpful

Articles in this section