Ensure to fill in all necessary fields as indicated.

Choose the bot you want to deploy for Intercom emails.

• To make Fini’s response time feel more human-like, you can set a delay in seconds. However for Chat messages we recommend to keep this at 0.

• 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.

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 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.

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?”

Do you wish Fini triggers in all conversations? Then select Always If you want Fini to be active in specific scenarios only, (in predefined Intercom workflows) choose Workflow message as the trigger.

If you’ve chosen Workflow message in the trigger type, select wording which will activate Fini. For example Speak to the team.

This sentence needs to be addded as a button to the workflow you’re using in Intercom in one of the paths. And has to be followed by a question like How can I help? so that user is prompted to describe the issue.

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 (e.g., 5 or 10), 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 Intercom click on Authorize access This will establish a secure connection between Fini and your Intercom account.