Customer Story
How Fin keeps billions of customer notifications flowing with Sinch Mailgun
Overview
Challenge: Email deliverability risks at scale
Solution: Consolidate to Sinch Mailgun as primary provider
Results: Reliable delivery with proactive partner support
“We really value Sinch Mailgun’s expertise and timely responses. Their ability to manage those kinds of issues as they occur – to jump on something, be proactive, or help us through a difficult situation – has been a real positive impact of our partnership.“
Fin, formerly known as Intercom, is a leading AI customer agent platform serving more than 30,000 businesses worldwide. The platform handles customer communications with AI-powered Insights across multiple channels, including email.
Brian Mongey, Staff Technical Program Manager at Fin, knows that email looks simple from the outside. Delivering it reliably at scale is another matter.
“One assumes email is a very simple thing to do,” Brian said. “You send an email, it gets received. But there is much more complexity than that.”
When one block becomes everyone’s problem
In a shared email sending environment, a single deliverability issue rarely stays contained. If an IP address or domain gets blocked, the impact spreads to every sender on that infrastructure – and thousands, or even millions, of messages can fail to arrive until the issue is resolved.
For a platform sending billions of emails a year, that’s a risk Fin couldn’t leave unmanaged. They needed an infrastructure partner with the expertise to stay ahead of problems, and the speed to act when they did arise.
A partner that ticks the right boxes
After evaluating their options, Fin chose Sinch Mailgun as their primary email sending provider.
“We came upon Sinch Mailgun and found that they very much ticked all of the right boxes for us.”
Sinch Mailgun handles the infrastructure behind Fin’s customer conversation notifications, making sure messages reach the right inboxes on time. Each week, the team shares proactive reports and signals with Fin – surfacing potential issues before they reach customers. When problems do come up, the response is fast.
“We really value Sinch Mailgun’s expertise and timely responses,” Brian said. “Their ability to manage those kinds of issues as they occur – to jump on something, be proactive, or help us through a difficult situation – has been a real positive impact of our partnership.”
Email infrastructure will only get more complex. Authentication requirements, IP reputation management, and deliverability standards keep evolving – and at Fin’s scale, staying on top of those changes matters.
With Sinch Mailgun handling that layer, Fin’s team can stay focused on the product, confident the emails will get through.
