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Hand over Fin AI Agent conversations to another support tool

How to route AI Agent conversations to an external support tool when they require human support.

Michelle Fitzpatrick avatar
Written by Michelle Fitzpatrick
Updated over 2 weeks ago

When Fin AI Agent can't resolve a conversation, you have full control over what happens next. You can hand it over efficiently to a human via the Inbox, redirect customers to email or phone support or, as we’ll explore in this article, hand it over to another support tool.


Configuring Fin AI Agent’s handover

Go to Fin AI Agent > Workflows and open the Workflow you've previously set up for Fin.

Workflows can do a lot. But for most handover cases, you will only require three pieces of functionality:

  • Sending bot messages to tell the customer what to expect,

  • Collecting information from the customer, and

  • Data connectors to make a web request to your external system via their API.

You can add as many of these as you want by clicking on the + button:

In this example, we’ve started by setting expectations with the customer and asking for their email address. We’ll use this information later in a Data connector to provide the right context to the other support tool.

Creating a ticket on another support tool using Data connectors

Now that we’ve configured the Workflow to collect the data we need, we’ll close the conversation on Intercom and open a new ticket on the other support tool.

The screenshot below shows the full Workflow:

Finally, all we need to do is configure our Data connector to call the third party providers API. Click Select Data connector and then click Create a Data connector.

You’ll need to follow the steps outlined on your third party support tool API documentation to understand what endpoint should be called and what data it requires.

Here's a fully working example using Zendesk’s API.


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