Create an account at Fini AI to get started. Zendesk chat needs manual configuration from Fini team after the setup. Please contact us at hello@usefini.com
Fini Integration with Zendesk Chat
This document provides a comprehensive guide to integrate Fini with Zendesk Chat, categorized into four main sections:- Connection Details
- Replies Setting
- Escalation Setting
- Categorization Setting.
Connection Details
1
Click on Deploy

2
Connect Zendesk

3
Enter your Zendesk Subdomain
4
Add Your Account ID
5
Select 'Chat' Tab

6
Insert App ID
7
Insert Key ID
8
Insert Secret Key
9
Select Bot to deploy
Select the bot you want to deploy to your Zendesk chat

Replies Setting

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. However for chat seetings we advise to keep it at 0.
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 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.

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?”

6
Assign Tickets to Fini
Automate ticket management by assigning tickets to Fini. This enables further automation (e.g., auto-solving tickets) and analytics within Zendesk.
Note: If you already have specific assignment rules in place, you may keep this option set to No.

Escalation Setting
These settings determine how Fini behaves 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.”

Zendesk Authorization
Complete the authorization process by clicking Authorize and signing in to your Zendesk account. This will establish a secure connection between Fini and your Zendesk account.
Sign in to your Zendesk account

Categorization Setting
Once authorization is complete, a new Categorization section will appear.1
Enable Categorization
Toggle the Categorization setting to allow Fini to automatically categorize tickets based on their content using AI.

2
Select a Categorization Field
Select the Zendesk field that you want to use for categorization. This needs to be a Multi-select field.

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.

Zendesk chat needs manual configuration from Fini team after the above setup. Please contact us at hello@usefini.com
Make sure to follow this guide thoroughly to ensure the optimal performance of Fini within your Zendesk environment. For any additional configurations or queries, reach out to hello@usefini.com