When you use Fin for Zendesk, you have the ability to control which topics Fin responds to and what it routes to your team, capturing all relevant context in the process. Fin automatically categorizes conversations by topic, sentiment, or any other relevant category and you can use this data to ensure that every conversation is given the right level of support.

The way auto-classify works is by defining a ticket attribute and describing each of the values in natural language. Then you can trigger an action in a workflow to automatically classify this attribute at any point in the conversation.

Once classified, you can use this attribute as a condition to create different routing branches, pass on relevant context to your team and improve your reporting.

Suppose you want Fin to recognize when a customer’s sentiment is negative. You can set up a "Sentiment" attribute with values like "Positive," "Neutral," and "Negative." If a conversation is classified as “Negative,” Fin can then trigger an escalation or route the conversation directly to an agent.

By setting up automatic classification and defining conditions, you can ensure that Fin delivers a more contextual and responsive customer experience.

First, ensure you have a list-type ticket field in Zendesk that outlines the categories you want Fin to recognize (e.g., "Product Inquiry," "Complaint," "Feedback").

Go to the Library > Data section within Fin’s setup and add the relevant ticket attribute. This syncs the attribute to make it available for Fin's auto-classification process.

Click on the attribute to edit the description for each value. Explain to Fin when each of the values should be used in natural language.

In your workflow with Fin, add a step and select the action Auto-classify attribute. This enables automatic categorization based on real-time conversation analysis.

Now use this attribute in your workflow by adding branches with conditions based on the attribute values or include it in hand-off notes to agents.