This post is the second in our monthly Security Spotlight series, where we highlight the enterprise security tools we use internally and explain how they help us build secure software.
Here at SendSafely, we are avid users of Intercom Fin, the AI-powered customer service agent. We've deployed Fin on our help center and blog, where it serves as the first point of contact for customer questions. Using SendSafely HALO, we've also enabled Fin to securely collect sensitive files so that they get protected with end-to-end encryption.
How We Use Fin
Fin handles frontline support on our help center, answering questions about SendSafely features, integrations, and security practices. Here's how it's been performing in 2026:
- 100% Involvement Rate — Fin engages with every conversation
- 53.8% Resolution Rate — More than half of inquiries resolved without human intervention
- 42.4% CX Score (↑18.4%) — Customer experience continues to improve
"I'm impressed with how quickly Fin was able to absorb our knowledge content and begin responding to customers with clear, actionable information. With continued training, the quality of its responses has only improved, positively impacting both response times and overall customer satisfaction."
— Eric Steidinger, Director of Support at SendSafely
When Fin can't resolve an issue, it seamlessly escalates to our support team with full conversation context.
Secure File Collection with SendSafely HALO
Many of our support scenarios require customers to share screenshots, which can sometimes inadvertently contain confidential information. We use SendSafely HALO to enable Fin to collect these files securely:
- End-to-end encryption — Files are encrypted in the customer's browser before upload
- Zero-knowledge architecture — Not even Fin can access file contents, only authorized agents
- Seamless in-chat experience — Customers upload files without leaving the conversation
- Policy controls — Automatic expiration, download restrictions, and watermarking
"The integration is nearly seamless—customers can ask questions, are directed to relevant documentation whenever possible, and can easily escalate to a human agent when needed. Our support agents receive a summary of the conversation along with the full transcript for context, allowing them to immediately focus on resolving the ticket."
— Eric Steidinger, Director of Support at SendSafely
The integration works with Fin Tasks, Custom Answers, and Workflows, so secure file collection can be fully automated.
Why Fin Works for Us
Fin's approach to AI safety aligns well with our security standards:
- Content-grounded responses — Fin only answers based on approved support content, minimizing hallucination risk
- Zero data retention — LLM providers don't retain customer messages for training
- Enterprise compliance — SOC 2 Type II, GDPR, and EU-U.S. Data Privacy Framework
- OWASP LLM protections — Defensive measures against prompt injection and other AI threats
What's Next
Fin is one of several enterprise tools that help us operate securely at SendSafely. In future Security Spotlight posts, we'll continue highlighting additional tools and sharing how they fit into our broader security strategy.
And if you're using Intercom Fin for customer support, learn more about how SendSafely Halo can enable secure file collection within your AI-powered workflows.
SendSafely: Integrated File Transfer for the Apps you Love
If you are looking for a secure way to send or receive files with anyone, or simply need a better way to transfer large files, our platform might be right for you.