Learn how to deploy Fini on your Zendesk Emails
This document provides a comprehensive guide to integrate Fini with Zendesk, categorized into four main sections:
Follow the listed steps and configurations to successfully connect and optimize your Fini chatbot within the Zendesk environment.
Click on Deploy
Connect Zendesk
Enter your Zendesk Subdomain
Add Your Account ID
Select Bot to deploy
Select the bot you want to deploy on your Zendesk
Configure how Fini will handle replies:
Select Time Delay
3600
seconds.
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?”
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.
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.”
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.
Once authorization is complete, a new Categorization section will appear.
Enable Categorization
Toggle the Categorization setting to allow Fini to automatically categorize tickets based on the user conversation using AI.
Select a Categorization Field
Select the Zendesk field that you want to use for categorization. This needs to be a Multi-select field.
Category Add Type
Decide whether new categories should append to each reply or overwrite the previous ones.
Category Limit
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
Learn how to deploy Fini on your Zendesk Emails
This document provides a comprehensive guide to integrate Fini with Zendesk, categorized into four main sections:
Follow the listed steps and configurations to successfully connect and optimize your Fini chatbot within the Zendesk environment.
Click on Deploy
Connect Zendesk
Enter your Zendesk Subdomain
Add Your Account ID
Select Bot to deploy
Select the bot you want to deploy on your Zendesk
Configure how Fini will handle replies:
Select Time Delay
3600
seconds.
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?”
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.
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.”
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.
Once authorization is complete, a new Categorization section will appear.
Enable Categorization
Toggle the Categorization setting to allow Fini to automatically categorize tickets based on the user conversation using AI.
Select a Categorization Field
Select the Zendesk field that you want to use for categorization. This needs to be a Multi-select field.
Category Add Type
Decide whether new categories should append to each reply or overwrite the previous ones.
Category Limit
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