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Deploy on HubSpot Chat | Fini

This document provides a comprehensive guide to integrate Fini with HubSpot, categorized into six main sections:
  1. Connection Details
  2. Replies Setting
  3. Escalation Setting
  4. Categorization Setting
  5. Bot Selector
Follow the listed steps to successfully connect and optimize your Fini chatbot within the HubSpot environment.

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Connection Details

1

Click on Deploy

Step 6 screenshot
2

Connect HubSpot

Step 7 screenshot
3

Select Chat settings

Step 8 screenshot

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Replies Setting

Configure how Fini will handle replies Step 1 screenshot
1

Select Time Delay

  • To make Fini’s response time feel more human-like, you can set a delay in seconds. For instance, 1 hour delay would be set as 3600 seconds. But for Chat we recommend to set it as 0. Step 3 screenshot
2

Set a Debounce Lag

  • This feature is useful for chat scenarios where the user sends information in multiple messages. Debounce lag allows the bot to wait for a specified number of seconds before responding. During this time, Fini assesses all incoming messages to generate a more relevant response based on complete understanding of the user issue. Step 4 screenshot
3

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.
Step 5 screenshot
4

Reply Type if Agent Assigned

Configure how Fini behaves 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.
Step 6 screenshot
5

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?”Step 7 screenshot

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Escalation Setting

These settings determine how Fini responds when an issue is escalated to a human agent Step 10 screenshot
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.
Suggested Message
“Thank you for the additional information. This will be included in the ticket for our specialized human agent team.”
Step 9 screenshot
2

Acknowledgment Message

  • 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.”
Step 10 screenshot
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.
Step 11 screenshot
4

Message When Escalated via Threshold

  • 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.”
Step 2 screenshot

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Authorization

1

Click on Authorize

Complete the Fini authorization process by clicking Authorize Step 15 screenshot
2

Sign in to your HubSpot account

Step 16 screenshot
3

Select Fini

Step 18 screenshot
4

Click on Connect app

Step 20 screenshot

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Categorization Setting

1

Enable Categorization

Toggle the Categorization setting to allow Fini to automatically categorize tickets based on the user conversation using AI.Step 22 screenshot
2

Select a Categorization Field

This field has to already exists in HubSpot and contain the required categories Step 4 screenshot
3

Category Add Type

Decide whether new categories should append to each reply or overwrite the previous ones.
  • Append Categories: Add new categories with each reply.
  • Overwrite Categories: Overwrite categories from the previous reply.
Step 5 screenshot
4

Category Limit

  • Set the maximum number of categories per reply.
Step 6 screenshot

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Bot selector

Choose the bot from your Fini account you wish to deploy. Note you can deploy a single bot in multiple channels. Also you can deploy different bots in different channels.
1

Select bot

Select the bot that you want to deploy for your HubSpot chat Step 27 screenshot
2

Select a channel where your Fini agent should be active

This needs to be a specific chatflow existing in HubSpot Step 28 screenshot
You can return to the app, your HubSpot Chat setup is complete!
Make sure to follow this guide thoroughly to ensure the optimal performance of Fini within your HubSpot environment. For any additional configurations or queries, reach out to hello@usefini.com