This is an email address from which your users will receive the replies. Make sure that user whose email you’re going to provide is set as Admin in the Front settings https://app.frontapp.com/settings/global/teammates

Choose the bot you want to deploy on Front

• To make Fini’s response time feel more human-like, you can set a delay in seconds. For instance, a 1-hour delay would be set as 3600 seconds.

Fini supports two types of replies:

• Direct Replies: Direct responses to customers.
• Internal Comments: Internal notes visible only to your support agents.

Configure how Fini responds when a support agent is assigned to a ticket:

• Reply to End User: Fini continues engaging with the customer even after agent assignment.
• Post Internal Comment: Fini stops communicating directly with the customer and instead posts updates as internal comments for the support team.
• No Reply: Fini stops all activity on the ticket, allowing the agent to handle it entirely.

To protect Personally Identifiable Information (PII), enable PII masking. When enabled, Fini will avoid using personal data (like the user’s name, email etc.) in responses, providing a generalized interaction.

Example:
With PII masking:
“Hello, how can I assist you today?”

Without PII masking:
“Hello, John, how can I assist you today?”

Define what happens if Fini encounters a question it cannot answer (e.g., sensitive topics):

• Continue Responding: Fini will continue to engage even after escalation.
• No Reply: Fini stops replying after escalation.
• Send Acknowledgement Message: Fini sends a customizable acknowledgment message to the customer once escalation occurs.

Suggested Message

”Thank you for the additional information. This will be included in the ticket for our specialized human agent team.”

• Customize the message users receive when their query is escalated.

Suggested Message:

“Thank you for the additional information. This will be included in the ticket for our specialized human agent team.”

• Set a threshold for the maximum number of replies before escalation. If Fini cannot resolve an issue within a set number of replies (for chat we recommend to put it as high as 100), the ticket is escalated to a human agent.

• Customize the message users receive when the bot reaches the escalation threshold.

Suggested Message When Threshold is Reached:

“Thank you for your message. Unfortunately, this is outside of my expertise, and I will need to escalate this to our specialized support team. A member of our team will reach out shortly.”

Complete the Fini authorization process by clicking Authorize

When redirected to Front sign in to your account