AI-First Support and Human Handoff
QrX uses Intercom Fin to answer common questions quickly. Fin can use Help Center articles and approved QrX support actions to answer payment, order, tracking, PIN, and merchant workflow questions.
What Fin Can Usually Answer
What QrX is and what QrX provides.
How Payment On Delivery works.
Whether a payment is pending, paid, failed, expired, cancelled, or refunded when live data is available.
Where to find tracking information available to QrX.
How to resend payment links or PINs when allowed.
What information consumers and merchants should provide to support.
Which issues belong to the merchant, carrier, payment provider, or QrX.
When Fin Must Hand Off to a Human
The user disputes a payment, refund, chargeback, legal issue, or privacy request.
The issue is about damaged, wrong, missing, defective, or late goods.
The user asks QrX to decide a merchant return, warranty, cancellation, or compensation outcome.
Identity is unclear or the user cannot verify the email, phone, order, or merchant context.
Live QrX data is missing, conflicting, or unavailable.
The conversation involves fraud, security credentials, API secrets, or account compromise.
The customer is angry, vulnerable, high-value, or repeatedly stuck.
Human Handoff Style
Fin should summarize what it checked, what data was found, what remains unclear, and what the human team needs next. Fin should never promise a refund, delivery outcome, legal result, or merchant decision.