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Set up native ticketing in the workspace that owns your Fini widget or email channel. Use an administrator account for channel configuration and team setup.

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Before you start

  • Confirm native ticketing is enabled for the workspace with your Fini contact.
  • Configure a Fini widget, native email address, or both.
  • Have support teammates join the workspace. Pending invitations cannot receive ticket assignments.
  • Decide which requests Fini should escalate and which human teams should receive them.
Native email means an address configured through Fini’s Email deployment. A connected external mailbox or helpdesk is not automatically a native ticketing channel.

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Prepare your team

1

Set availability

Teammates set their availability and out-of-office window from Profile. Administrators can manage availability and capacity from Team. For automatic routing, the teammate must be online, joined, not out of office, and below capacity.
2

Create agent groups

Open Agent groups, click New group, add joined members, and choose Round robin or Least loaded. Follow the Agent groups guide for the full setup.
3

Map escalation tags

Start with one catch-all group and map the Escalated to Human Agent status tag itself to it. Every escalation then lands with a team before you add topic tags. Add topic tags such as Billing or KYC for more granular routing to specialist groups, and test the destination when multiple mapped tags are present. Each routing tag belongs to only one group. A routing tag selects a destination when Fini escalates; adding the tag alone does not trigger escalation.
4

Choose customer-facing names

Each teammate can set an Alias in the Display name section of Profile. Check Customers see, then click Save. This changes the name on native replies, not the configured native email sender address.
Configure the AI agent’s escalation behavior through its Behavior instructions and Rulebook as appropriate for your workflow. Group routing does not replace escalation instructions. Before rollout, review Escalation and hand-back.

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Verify the end-to-end workflow

Use a test customer identity and non-sensitive messages in your own widget or native email channel.
1

Create a test conversation

Send a message through the connected channel. In Tickets, select the corresponding AI agent and date range. Confirm the conversation appears with a ticket number.
2

Check escalation and routing

Exercise a request your agent is configured to escalate. Confirm the header pill changes to You’re driving — Fini is paused. If the escalation has a mapped routing tag, check the Group and Assignee in Details. No eligible member means the ticket can remain unassigned in its group.
3

Send a human reply

Open the ticket, choose Reply, and send a test response. Confirm it reaches the customer in the original channel. Add an Internal note and confirm it is not customer-visible.
4

Check closure and reopening

Click Close ticket and find the conversation under Closed. Send another customer message and confirm it returns to Open. Closing a human-owned ticket does not hand it back to Fini.
For ongoing work, follow Work a ticket. If your workflow includes returning ownership to AI, also verify Hand back to Fini.

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Troubleshooting

Ticket numbers are allocated when first needed, not as a gap-free sequence in your current queue. Gaps are normal and do not mean a ticket was lost.
Check that they accepted their invitation, belong to the selected group, are online, are not out of office, and have spare capacity. Manual assignment does not enforce the automatic-routing availability and capacity checks.
Automatic routing runs when Fini escalates, not merely when it applies a tag. Check the escalation and group mapping, then check whether any group member is eligible.
Confirm the workspace, selected AI agent, date range, and queue filters. The source must be the Fini widget or native email.