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Deploy on HubSpot | Fini
This document provides a comprehensive guide to integrate Fini with HubSpot, categorized into six main sections:- Connection Details
- Replies Setting
- Escalation Setting
- Categorization Setting
- Bot Selector
- Additional settings
Connection Details
1
Click on Deploy

2
Connect HubSpot

3
Select Email settings

Replies Setting
Configure how Fini will handle replies
1
Select 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
3600
seconds.
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.
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.

4
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.

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?”
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 responds 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.”

Authorization
1
Click on Authorize
Complete the Fini authorization process by clicking Authorize


2
Sign in to your HubSpot account

3
Select Fini

4
Click on Connect app

Categorization Setting
1
Enable Categorization
Toggle the Categorization setting to allow Fini to automatically categorize tickets based on the user conversation using AI.

2
Select a Categorization Field
This field has to already exists in HubSpot and contain the required categories


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.

4
Category Limit
- Set the maximum number of categories per reply.

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 emails


2
Select a channel where your Fini agent should be active
It can be the support email, contact form or WhatsApp channel to which we want to reply to


3
Additional settings
Select email channel account -> If you’ve chosen Contact Form above, specify the Email Channel Account. It is the email address that will be used for sending replies when your user asks question through a contact form.

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