The 5 Mistakes You’re Making with Fin’s Data Connectors
Your Fin connectors work. They just don't work safely.
Five mistakes that make your data connectors unpredictable, unreliable, or quietly dangerous — and how to fix them before your next support fire.
This email series is for you if:
You've built connectors that technically work, but Fin still gets things wrong
You're nervous about what Fin might do when it accesses customer data
You've had to roll back a connector because something went sideways
You're not sure what "good enough to ship" actually looks like
You want Fin to handle more, but you don't trust it to handle more
What you'll learn across 5 emails:
Mistake #1 — Shipping connectors before you've tested them properly
Mistake #2 — Making connectors available to everyone, immediately
Mistake #3 — Writing vague "About" descriptions that leave Fin guessing
Mistake #4 — Ignoring data labels (Fin can't read your mind)
Mistake #5 — Assuming Fin will handle errors well
Who this is for:
I'm Conor. I've spent the last year embedded with B2B SaaS companies building Fin systems that actually reduce conversation volume instead of creating new problems.
Most connector failures aren't technical. They're organisational. These emails show you what to fix first.
This series is for Support Ops leaders, CX leaders, or Product Ops professionals who are building or maintaining Intercom’s Fin AI Agent’s data connectors and want them to be more reliable.
I have been passing these along to the operations team who owns our Intercom chat for their reference, but based on what I was reading, and what I know of the busy world in Operations, I think the Tips were easy to implement and made sense as teams attempt to refine FIN and monitor its accuracy.
- Donna Drehmann, Director, Consumer Insights
What makes this different:
This isn't a tutorial on API design. It's about the organisational decisions — testing, access control, documentation, error handling — that determine whether your connectors are safe to ship.
Every mistake is drawn from real setups I've reviewed or built. Every fix is something you can apply today.
Get the full five lessons for £29
Add a 30-minute call:
After you complete the series, book a 30-minute call with me to review your specific connector setup.
I'll help you:
Identify which mistakes are affecting your connectors most
Prioritise fixes based on your product and team
Answer questions about your specific edge cases
This isn't a sales call. It's a 30-minute working session focused on your setup.
FAQ
Is this series technical?
No. You don't need to write API code to understand these mistakes. This is about decision-making, not development.
Will this work for my setup?
If you're using Intercom data connectors with Fin AI Agent, yes. The mistakes are consistent across every company I've worked with.
How long are the emails?
Short and focused. Each email covers one mistake with clear guidance on how to fix it. No fluff.
What happens after the series?
I’ll move you to my free weekdaily email list so you can get keep learning how to get the most out of your investment in Fin AI Agent.
What if I'm not satisfied?
Reply to any email with what you were expecting and why you’re disappointed. If I can’t help, I'll refund you immediately.
How do I buy the 30-minute call?
Click the shiny button “Get the email series” button above, and you’ll see the call as an extra option under “Add to your order”.
When does the 30-minute call happen?
You'll receive a booking link via email - so please complete all of the lessons in the email series before we speak. The call is optional — you can add it now or book a Fin Questions, Answered call later.
What happens on the call?
We'll review your specific connector setup. I'll help you identify which mistakes are affecting you most, prioritise fixes, and answer questions about your edge cases. It's a working session, not a sales call.
Shayla Coffey (Manager, Support at CompanyCam) said:
We booked a Fin Questions, Answered call with Conor and got more clarity in 67 minutes than we’d managed in weeks of poking around Intercom ourselves.
He helped us pinpoint why Fin wasn’t escalating properly (and where customers were getting stuck), then left us with specific, practical changes we could make immediately.
The time investment was small compared to the value, because we walked away with a clear, prioritised plan for workflows, guidance, and content. The only downside was we couldn’t fully finish the Stripe connector work in-session because I didn’t have the right admin access, but even that became a clear next step.
Nouran Smogluk (Director of Support at Hospitable) said:
We've had a great time working with Conor on our Intercom setup over the last months!
I asked Maddy Lewis (Senior Customer Operations Manager at Expensify) if she could share some thoughts on working with me:
Conor’s wealth of experience and empathetic approach to mentoring have elevated my professional prowess and eased the challenges of navigating parenthood while maintaining a thriving career. His mentorship extends beyond the confines of the office, as he generously shares insights on achieving a harmonious work-life balance, crucial for any working parent. His sage advice and genuine encouragement have empowered me to embrace parenthood without sacrificing my professional ambitions.
Conor's impact resonates deeply, igniting a transformative journey of growth and fulfilment in my career and personal life.
Sasha Kluger (Senior Customer Success Manager at Expensify) said:
Conor has been a mentor and friend for a number of years now. What sets Conor apart is his emotional intelligence, empathy, and ability to build trust with both clients and colleagues. As a mentor, Conor helped me define my career goals and develop a plan to achieve those goals.
More generally, Conor is skilled and experienced in all aspects of customer success, from directly managing customers to building out our CS team. I would strongly recommend Conor as a resource to anyone looking for help building out their customer success program or advancing their career.
And here’s what Sofie de Vreese (Sales and Partnerships at Expensify) said:
During the peak of the Covid pandemic, Conor took on the role of my formal mentor, offering guidance and support when it was needed most. His experience, calm demeanor, and great sense of humour were invaluable during those uncertain times.
One of Conor's most notable traits is his unwavering dedication to customer satisfaction and retention. His commitment to delivering excellence in every interaction is commendable and sets a gold standard for customer service. Conor's genuine care and attention to our customers' needs have undoubtedly contributed to our team's success.
But what really sets Conor apart is just what a genuinely great person he is. Kind, empathetic, and always willing to lend a hand, he's made a positive impact not only on our team but on me personally. He's truly set an example.
Let’s hear from Gabi Horowitz (former Head of Marketing at Expensify):
Conor and I worked together for 8 years at Expensify, and over that time, he was always someone I could turn to for help on any problem: navigating challenging interpersonal dynamics, figuring out how to balance competing priorities, and persevering on difficult projects. He was a thoughtful and empathetic mentor to me and many others, and would always go the extra mile to help out a mentee or a teammate.
One of my favorite things about Conor is his level-headedness: he doesn’t get flustered or overwhelmed or stuck, he stays calm in the face of chaos, and he takes a measured approach to problem-solving. He was a rockstar at customer retention projects, led our CX team through some difficult reorgs, and was always a reliable leader, teammate, mentor, and friend.
Ok, just one more: Jason Li (Head of Onboarding, APAC, at Expensify):
During our time together at Expensify, I was lucky to have had Conor as a mentor. During a transitional period in my life, Conor was instrumental in supporting me as I built my confidence as a new parent and started a new generalist role. Through a deep understanding and respect towards my my personal situation, Conor was able to guide me in creating a set of achievable goals to aid in my transition back into a suitable work-life balance.
I was able to draw from Conor’s years of experience as an Account Manager to better understand how to support companies with varying needs, as well as how to set realistic expectations for customers with incompatible time zones. Conor’s advice also gave me the confidence to take a more considered approach in understanding the nuances of customer questions, which has helped further develop my critical thinking skills so I can make suitable recommendations and best support my customers.
I’d highly recommend Conor as both an incredible source of knowledge around customer support and as a supportive mentor who specialises in understanding the importance of work-life balance.