Fin is actually Intercom’s branded agent, so if Anthropic is using their own model for support at all isn’t clear.

I was curious so I looked into it. Seems like my issues were encountered when Fin AI was running on Sonnet 4.0, though Fin AI's new model (Fin Apex 1.0) was rolled out ~2 weeks ago. https://www.intercom.com/blog/announcing-fin-apex-the-age-of...