Fin AI Agent can work in harmony with all your Workflows by either passing to them, or you can set them up to pass to Fin.
Add Fin to a Workflow
The best workflow triggers to use with Fin AI Agent are:
Customer opens a new conversation in the Messenger - use this if you want Fin AI Agent to immediately introduce itself in the Messenger and respond to customers' questions.
Customer sends their first message - use this if you want Fin AI Agent to respond to customers' questions across alternative channels (WhatsApp, Instagram, SMS, etc.)
Choose which channels Fin AI Agent is enabled on
To enable Fin AI Agent on particular channels or for a specific audience, click on the workflow trigger settings (first block in the Workflows builder).
If you're creating a workflow for email, you can add audience rules using email predicates.
Note:
Channel selection is only available when using triggers such as "Customer sends their first message" or "Customer sends any message".
When adding Fin to email workflows, you must use the "Customer sends their first message" trigger or choose the "Use Fin AI Agent over Email" template if you're building a new workflow.
Add Let Fin answer step
Then add Fin to your workflow by creating a path and selecting Let Fin answer.
Not all Workflow steps are available over email. Check what actions are compatible with this channel. For this reason, we recommend creating a separate workflow solely for using Fin over email.
This inserts a Let Fin answer step which can then be configured to control the behavior and handover.
The Let Fin answer step will trigger an answer after a customer has sent a message in the conversation. If you would like a reply button selection to lead to a Let Fin answer step, you can add a message action prompting your customer to ask a question.
Your workspace office hours will always be respected when Fin does a handover from a workflow.
Create difference experiences for different audiences
By using branching, you can create different Fin AI Agent experiences for different audiences.
For example, for paying customers, you might want to hand over to a teammate when Fin can't answer but for non-paying customers, you might want to direct them to your Help Center.
For greater flexibility with email workflows, use the “Email to” and "Email cc" predicates if you would like to create different auto-reply messages (and other steps and actions) depending on the email address a customer sends their message to.
Customize Fin's behavior in a Workflow
To customize Fin's behavior in a workflow, click on the Let Fin answer step in the workflow path.
Set expectation for human support
If you don't want Fin AI Agent to hand over to a teammate, you can configure the step to not set any expectations for human support.
This will change the Talk to a person 👤 button to a Get more help 🌐 and you can edit the message in the next path to offer alternative ways for the customer to get help. For example, provide a contact number or link to another resource.
Any messages you add to a workflow with Fin over email will be sent as one email. This also applies to any messages you've configured to be sent as follow-up messages when a customer goes inactive in a Fin conversation.
Control answer type
If you've set up Custom Answers, you can choose whether Fin AI Agent uses Custom Answers or AI Answers or both.
Note:
Fin AI Agent always gives priority to Custom Answers before using AI Answers in a conversation.
When only Use Custom Answers is selected, the option to Only suggest one answer becomes available.
If your workspace does not have access to Custom Answers, you will not see the option to enable/disable AI and Custom Answers.
Custom Answers aren't available over email yet, but this is coming soon!
Configure Fin AI Agent handover
Fin AI Agent will attempt to answer questions posed by customers. If the customer clicks That helped 👍 , Fin AI Agent will close the conversation and mark it as resolved.
This doesn't prevent the customer asking follow up questions.
If the customer clicks Talk to a person 👤 they will follow a handover path that you will need to configure in the workflow.
For example, you could set expectations for when your team will reply or collect additional information that will help route the conversation to the right team. This helps make the transition as smooth as possible and can save teammates' time and effort when picking up the conversation.
Pass to a reusable workflow
You can also pass to a reusable workflow if you have a common triage or data collection process that you want it to follow. Use the Pass to a reusable workflow step to hand Fin over to another workflow.
The reusable Workflow must be created before you can set this up.
Preview a Fin workflow
When you add Fin to a workflow, you'll be able to experience a conversation with Fin AI Agent using your workflow.
Click the Preview button at the top of the Workflows builder.
This will give you an interactive preview of the Messenger experience when talking to Fin. Simply start asking questions you would expect to find answers to in the support content you added.
If you want to test a Fin workflow over email, send an email to your support email address configured to receive email in Intercom or to the email address in Settings > Email > Email forwarding.
You can also preview Fin from any website where you have the Messenger installed. Click Preview from a website and enter the address, then click Open website to load the Messenger with Fin on that website.
To preview Fin AI Agent from a website, it'll need to be set live and you must have the Messenger installed.
Conflicts with existing Workflows
If you are using other Workflows alongside Fin AI Agent, there are 2 triggers where they could conflict with each other.
1. Customer sends their first message
Fin AI Agent always takes priority and Workflows won't trigger. However, Fin can still be set up to pass to this Workflow.
2. Customer opens a new conversation in the Messenger
Workflow will be shown with reply buttons. Clicking on a reply button means entering the Workflow and Fin AI Agent will not fire.
If you leave the composer open (Let customer type), customers can still type in their question and Fin AI Agent will take over (Workflow will be skipped).
However, if you disable the composer at the start of the Workflow, Fin will be blocked.
If this happens, here are some troubleshooting tips to try:
Enable Let customer type option at the start of the Workflow, to ensure customers have the option of typing a message (and Fin will respond).
Use the Let Fin answer step later in the Workflow, preferably after a button says ‘Ask a question’.
Ensure the audience targeting for workflows with Fin don't overlap with other workflows.
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