You can move from Intercom to Guzli without a Friday-night cutover. The safe path is a parallel run: Intercom (now Fin, inside Salesforce) keeps the inbox while Guzli learns your content on a few pages.
Guzli wrote this page. Desk research of public Intercom/Fin docs and Guzli plans, read 19 September 2026. Salesforce completed its acquisition of Fin (formerly Intercom) on 10 September 2026. That does not by itself mean you should leave. If Fin already resolves the intents you care about on the desk you have, finish that evaluation first.
Still choosing a product? Buyer’s guide, Guzli vs Intercom vs Chatbase, vs Intercom.
When not to switch
Stay on Fin + Intercom when:
- Teammates already live in that inbox and you will pay Fin outcomes anyway ($0.99, qualifications $9.99) plus Intercom seats from $29 (Essential; Advanced $85, Expert $132 on the annual cards we opened)
- You depend on Product Tours, outbound series, or Fin Guidance that do not have a documented export
- You need Fin Voice and you are already in a sales-partnered Voice deal
Switch (or add Guzli in front) when the job is a website widget plus optional inbound voice on a published plan, and leftover tickets can live in Salesforce, Zendesk, or Guzli’s help desk. Guzli does not replace Intercom’s full marketing suite.
Step 1: Map what Intercom does today
Write down, from the workspace, not from memory:
- Live chat / Messenger
- Email and tickets
- Public Help Center articles
- Proactive messages, Product Tours, checklists
- Fin AI Agent, Fin Guidance, Copilot
- Outbound / series
- Phone / Fin Voice
Mark each row must keep, nice, or paid-and-unused. That list decides “replace Intercom” vs “put Guzli on three pages and keep the desk.”
Step 2: Export what Intercom actually gives you
Public articles. Intercom’s Public articles FAQs (updated 21 April 2026): “It’s currently not possible to export articles or article information from within your Intercom workspace (including using the data export feature in Reports).” The documented path is the Articles REST API (list, then retrieve). There is no native UI copy between workspaces.
Conversations. Intercom’s export conversations help:
- Inbox PDF/text: full visible chronology; internal notes omitted on transcript export; bulk UI ~200–300 conversations
- Dataset CSV: metadata only — not message bodies
- Conversations API: full parts; Export API 90-day window per request
- Saved View CSV: snapshot of columns, not a transcript (released 28 August 2026)
- S3/GCS: historical up to two years; Intercom notes exported conversation data cannot be imported into a new Intercom workspace
Plan on rebuilding macros, tours, Messenger styling, and Fin Guidance by hand. Do not tell finance you are “moving the Intercom brain.”
For Guzli, the usable import is the public help-center URL, site crawl, uploaded files, and structured FAQs — plus CRM/ticketing articles and solved tickets if you connect those sources. Internal-only Intercom notes are not a documented bulk export.
Step 3: Train Guzli while Intercom stays up
- Create a Guzli workspace.
- Connect the public site and Help Center. Upload the policy PDFs you actually want quoted.
- Review sample answers. Exclude stale articles.
- Do not remove the Intercom Messenger yet.
Hobby is $49/mo chat-only (1,000 credits, 1 member). Voice starts on Standard $149 + 16¢/min. See current plans and pricing. No trial unless checkout shows one.
Step 4: Handoff — where leftover tickets go
Decide the rule before go-live:
- Customer asks for a human
- Bot confidence is low or the policy is missing
- The action is permissioned (refunds, cancellations) and out of bounds
Guzli can open leftover tickets in Salesforce, Zendesk, or Guzli’s help desk, with a summary. That is not a documented “create an Intercom ticket from Guzli” path on this page. If Intercom must remain the system of record, keep Intercom as the inbox and treat Guzli as the front-line widget until you are ready to change the desk.
Step 5: One- or two-page pilot
Put the Guzli widget on the pricing page or a billing FAQ. Leave Intercom on everything else. For two weeks measure verified resolution, re-contact, and whether agents can act from the handoff summary. Tighten sources before you add pages.
Step 6–8: Expand, then shrink Intercom
After the pilot holds: more pages, then after-hours, then daytime. Turn off overlapping Intercom bots and tours that the widget replaced. Reduce Intercom seats only after agents actually spend less time in that inbox — Fin pricing still bills outcomes and seats separately.
Some teams keep Intercom for email and outbound. That is a product decision, not a failure.
Step 9: Tell the team what the bot owns
Show the job list, the escalation rule, and the first week of graded transcripts. Ask agents to flag wrong answers. A bot that looks like a headcount project will not get that feedback.
Checklist
- Map Intercom features and the Fin products you actually pay for (seats, outcomes, Voice).
- API-export articles; export conversations the way Intercom documents.
- Train Guzli in the background.
- Point leftovers at Salesforce, Zendesk, or Guzli’s help desk — or keep Intercom as the desk.
- Pilot one page.
- Expand on data.
- Turn off overlap; then seats.
- Brief the team.
- Review unanswered questions weekly.
FAQ
Can I export Help Center articles from the Intercom workspace UI? No. Intercom’s Public articles FAQs say it is not possible to export articles from the workspace, including Reports data export. The documented path is the Articles REST API (list, then retrieve). There is no native UI copy between workspaces.
Where do leftover tickets go after Guzli is live? Guzli can open leftovers in Salesforce, Zendesk, or Guzli’s own help desk, with a summary. This page does not document a “create an Intercom ticket from Guzli” path. If Intercom must stay the system of record, keep that inbox and treat Guzli as the front-line widget until you change the desk.
Should I turn off Intercom Messenger on day one? No. Train Guzli in the background, then put the widget on one pricing or billing page while Intercom stays on everything else. Measure verified resolution, re-contact, and whether agents can act from the handoff summary before you add pages.
When should I stay on Fin instead of switching? Stay when teammates already live in that inbox and you will pay Fin outcomes anyway, when you depend on Product Tours, outbound series, or Fin Guidance with no documented export, or when you need Fin Voice and already have a sales-partnered Voice deal. Guzli does not replace Intercom’s full marketing suite.
Impact model: AI chatbot ROI and the ROI calculator.
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