Front
Front Email
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Deploy Fini on Front | Fini
This document provides a comprehensive guide to integrate Fini with Front, categorized into four main sections:- Connection Details
- Replies Setting
- Escalation Setting
- Categorization Setting
Connection Details
1
Go to Deploy tab
2
Connect Front
3
Add company admin email
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
4
Select Bot to deploy
Choose the bot you want to deploy on Front
Replies Setting
Configure how Fini will handle replies:
1
Time Delay
- 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
3600seconds.
2
Choose a Reply Type
Fini supports two types of replies:
- Direct Replies: Direct responses to customers.
- Internal Comments: Internal notes visible only to your support agents.
3
Reply Type if Agent Assigned
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.
4
PII Masking
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?”
With PII masking:
“Hello, how can I assist you today?”Without PII masking:
“Hello, John, how can I assist you today?”
Escalation Setting
These settings determine how Fini behaves when an issue is escalated to a human agent.
1
Action if Escalated
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.
“Thank you for the additional information. This will be included in the ticket for our specialized human agent team.”
2
Acknowledgment Message
- Customize the message users receive when their query is escalated.
“Thank you for the additional information. This will be included in the ticket for our specialized human agent team.”
3
Threshold Count for Escalation
- 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.
4
Message When Escalated via Threshold
- Customize the message users receive when the bot reaches the escalation threshold.
“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.”
Categorization Setting
Toggle the Categorization setting to allow Fini to automatically categorize tickets based on the user conversation using AI.
Authorization
1
Fini Authorization
Complete the Fini authorization process by clicking Authorize
2
Front Authorization
When redirected to Front sign in to your account
Make sure to follow this guide thoroughly to ensure the optimal performance of Fini within your Intercom environment. For any additional configurations or queries, reach out to hello@usefini.com