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Fini Integration with Zendesk

This document provides a comprehensive guide to integrate Fini with Zendesk, 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 Zendesk environment.

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Connection Details

1

Click on Deploy

Step 1 screenshot
2

Connect Zendesk

Step 2 screenshot
3

Enter your Zendesk Subdomain

Step 3 screenshot
4

Add Your Account ID

Step 4 screenshot
5

Select Bot to deploy

Select the bot you want to deploy on your ZendeskStep 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. For instance, a 1-hour delay would be set as 3600 seconds. Step 1 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 2 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 3 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 4 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 5 screenshot
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.
Step 6 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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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. Step 18 screenshot

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Sign in to your Zendesk account

Step 21 screenshot

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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 the user conversation using AI.Step 22 screenshot
2

Select a Categorization Field

Select the Zendesk field that you want to use for categorization. This needs to be a Multi-select field.Step 23 screenshot
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.
Step 24 screenshot
4

Category Limit

  • Set the maximum number of categories per reply.
Step 25 screenshot
You can return to the app, your Zendesk setup is complete!
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