Learn how to deploy Fini on your Intercom Chat
This document provides a comprehensive guide to integrate Fini with Intercom, categorized into four main sections:
Follow the listed steps and configurations to successfully connect and optimize your Fini chatbot within the Intercom environment.
Make sure you're signed in to your Intercom account
Go to Deploy tab
Connect Intercom
Select Chat settings
Ensure to fill in all necessary fields as indicated.
Select Bot to deploy
Choose the bot you want to deploy for Intercom emails.
Configure how Fini will handle replies:
Select Time Delay
Set a Debounce Lag
Choose a Reply Type
Fini supports two types of replies:
Reply Type if Agent Assigned
Configure how Fini behaves when a support agent is assigned to a ticket:
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?”
Trigger type
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.
Trigger workflow message
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.
These settings determine how Fini behaves when an issue is escalated to a human agent.
Action if Escalated
Define what happens if Fini encounters a question it cannot answer (e.g., sensitive topics):
Suggested Message
“Thank you for the additional information. This will be included in the ticket for our specialized human agent team.”
Acknowledgment Message
Suggested Message:
“Thank you for the additional information. This will be included in the ticket for our specialized human agent team.”
Threshold Count for Escalation
Message When Escalated via 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.”
Toggle the Categorization setting to allow Fini to automatically categorize tickets based on their content using AI.
Fini Authorization
Complete the Fini authorization process by clicking Authorize
Intercom Authorization
When redirected to Intercom click on Authorize access This will establish a secure connection between Fini and your Intercom 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