Setup
At the moment this integration can only be set up manually by our team. Contact sales if you would like to try it.
Customer experience
When a customer opens the Messenger they'll see a greeting from Fin (this can be customized).
After a customer sends a message, a ticket is created in Zendesk and the intercom-messenger tag will be applied. Using Zendesk Triggers you can decide when the ticket should be automatically assigned to Fin.
Conversations that get assigned to Fin will apply the fin-involved tag.
If Fin has relevant knowledge available to answer, Fin will respond and cite the sources it used, mark the ticket as solved, and apply the following tags:
fin-resolved: Fin has resolved the ticket (either soft or hard resolution).
fin-soft-resolution: Fin has resolved the conversation, but the customer hasn't confirmed it.
If the question is ambiguous, Fin will ask clarifying questions and mark the ticket as pending and pass it to the team if the customer doesn't respond in 3 minutes.
If it doesn't have an answer, it'll hand the ticket off to your team by unassigning itself and marking the ticket as open.
The customer can ask follow-up questions and Fin will follow the same process.
If the customer says that it helped, the “fin-soft-resolution” tag will be removed and “fin-hard-resolution” applied.
If the customer asks to talk to the team, Fin will unassign itself from the ticket, remove the “fin-resolved” and “fin-soft/hard-resolution” tags and apply the “fin-routed-to-team” tag. Using this tag you can create additional Zendesk Triggers to route the ticket further.
When the agent replies, it'll show up in the Intercom Messenger. If the customer is offline and their email is known, an email notification will be sent allowing them to continue the conversation over email.
Note:
You can't use the Intercom Messenger for both Fin and Proactive Support messages (such as outbound chats, posts, product tours, email, etc.)
You can't use the Classic version of the Intercom Messenger, only the new Messenger.
How it works
The Intercom Messenger integration allows you to install the Intercom Messenger on your site and have new conversations from customers open directly as tickets in Zendesk. Replies from agents on Zendesk will appear in the Intercom Messenger.
This works the same as Fin for Zendesk tickets with some small differences:
When a customer starts a conversation in Intercom Messenger, a conversation is created in the Intercom system. This conversation is then synchronized with a ticket in the Zendesk system.
When a user is created via the Intercom Messenger, this user is synchronized with the Zendesk system.
Learn how to set up Fin for Zendesk tickets.
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