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Deploy Fini on Intercom Chat

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

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Connection Details

1

Make sure you're signed in to your Intercom account

Step 1 screenshot
2

Go to Deploy tab

Step 2 screenshot
3

Connect Intercom

Step 3 screenshot
4

Select Chat settings

Ensure to fill in all necessary fields as indicated.Step 3 screenshot
5

Select Bot to deploy

Choose the bot you want to deploy for Intercom emails.Step 5 screenshot

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Replies Setting

Step 1 screenshot 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. However for Chat messages we recommend to keep this at 0. Step 10 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 11 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 12 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 13 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 1 screenshot
6

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.Step 14 screenshot
7

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.Step 15 screenshotThis 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.Step 1 screenshot

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Escalation Setting

These settings determine how Fini behaves when an issue is escalated to a human agent. Step 8 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 2 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 3 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 (e.g., 5 or 10), the ticket is escalated to a human agent.
Step 4 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 5 screenshot

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Categorization Setting

Toggle the Categorization setting to allow Fini to automatically categorize tickets based on their content using AI. Step 18 screenshot

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Authorization

1

Fini Authorization

Complete the Fini authorization process by clicking Authorize Step 19 screenshot
2

Intercom Authorization

When redirected to Intercom click on Authorize access This will establish a secure connection between Fini and your Intercom account.Step 20 screenshot
You can return to the app, your Intercom Chat setup is complete!
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