FinAI and Chat-Based Customer Support
SignNow integrates FinAI by Intercom to make document workflows and support smarter and faster. FinAI is designed specifically to handle customer support queries—and Luna is the FinAI personality used for the SignNow support chatbot. When a customer sends a message in chat, Luna (FinAI) serves as the first point of contact, handling incoming chat messages and providing automated support responses.
Throughout this article, we refer to the chatbot as Luna (FinAI) to make clear that Luna is powered by FinAI.
Luna (FinAI) only processes messages within the conversation and general account information to provide relevant responses—it does not have access to the customer's SignNow documents.
Luna (FinAI) is the default frontline support experience for the customers, with the ability to be routed directly to a human support agent.
At any time, customers can request human assistance by sending a message such as “speak to a live agent,” “talk to support,” or similar wording. Then, the conversation will be transferred to a human representative through a ticket.
📝 Luna (FinAI) is the default frontline support experience for the customers with ability to be routed directly to a human support agent.
At any time, customers can request human assistance by sending a message such as “speak to a live agent,” “talk to support,” or similar wording. Then, the conversation will be transferred to a human representative through a ticket.
Conversations History
Customers can review their past conversations in the chatbot's Messages tab.
Customers can hide the chatbot at any time. If there is no customer activity, the chat session will be automatically closed after 3 days of inactivity.
Data Privacy & Security
Any data entered by users—personal information, uploaded documents, payment details—is not used for model training by third-party AI providers that drive FinAI. All the inputs and outputs are not persistently stored and are deleted after use, as per Intercom's Zero Data Retention Policy.
In practice, this means that the AI providers delete what they received after processing, but conversation/ticket content can still exist in Intercom, like other workspace data.
SignNow prioritizes data protection:
User-entered data—including personal information, uploaded documents, or payment details—is never permitted to be used for AI model training by third-party providers.
Data is processed by the third-party AI providers temporarily to generate responses and is deleted afterward, except for safety checks that do not access personal data. Customer support conversations conducted through Luna (FinAI) may be reviewed by SignNow support team for quality assurance, training, and support improvement purposes, in accordance with SignNow’s data handling practices.
FinAI’s engine includes multiple safety layers to filter queries and ensure responses are accurate and secure.
Additional resources
📌 Fin AI Resources
Fin.ai Official Site – Product overview and detailed descriptions of Fin’s capabilities, performance, and technology (including the patented AI engine). Fin.ai Product Overview
Fin by Intercom Help Center – Detailed help articles focused specifically on the Fin AI Agent (deployment, training, analysis, etc.). Fin by Intercom Help Center
Fin AI Agent FAQs – Quick FAQs about how Fin works, what it does, and how it interacts with customer queries. Fin AI Agent FAQs (Help Center)
Fin AI Engine Explained – Technical overview of how Fin processes and generates accurate AI responses. Fin AI Engine Overview