This article covers how to configure and set Fin AI Agent live over chat with control and flexibility over how Fin behaves. You'll need to be using Fin on trial or paid.
Fin over chat setup
Go to AI & Automation > Fin AI Agent > Overview and open the Fin over chat tab.
Note:
Make sure you've finished adding your content to Fin AI Agent first.
You can also add data & actions for Fin to retrieve information from your external systems and apps to deliver personalized answers (or set this up later).
Who will see Fin
First, decide which of your customers can interact with Fin AI Agent. You can allow Fin to provide answers to your users, leads, and/or visitors.
Click + Add audience rule and use data attributes in Intercom to target your audience further. For example, Fin could be enabled for conversations with users on your free plan.
Now select which channels you'd like Fin to be available on.
Functionality may vary by channel. On Web, Fin uses articles from the Help Center connected to your Messenger brand style. On mobile apps and other channels, Fin uses articles from all live Help Centers.
You can also use channel attributes in the audience rules to configure channel-specific actions and content.
Then click Save and move to the next step.
Let Fin introduce itself
Now configure Fin's introduction message to customers who reach out through chat. This helps your customers better understand what Fin can do and how to interact with it.
You can add/remove and edit the message text fields.
Then click Save and move to the next step.
If Fin cannot resolve the conversation
Specify what action should be taken If Fin cannot resolve the conversation. You can choose to pass to team and assign to a particular team or teammate.
Or, choose to close conversation and offer alternative ways for the customer to get help. For example, provide a contact number or link to another resource.
Then click Save and move to the next step.
Ask for more information before handover
To gather more information from a customer before Fin hands over to a teammate, simply toggle on "Collect more information when a customer asks to speak to the team".
Fin will encourage the user to share more information. The exact message it sends will be something along the lines of "Sure! While I connect you, could you provide us with more details about your issue to help us find an answer faster?" This will be adapted to the context of the conversation and your workspace’s Fin personality settings.
By prompting the customer for more context before Fin hands over to a teammate, there is another opportunity to get more and/or better information than presented the first time around. The benefit to this is two-fold:
Gives Fin another chance to answer: often customers don’t give the AI Agent a chance, asking to speak to a human before asking Fin a question.
If context is provided, even if Fin can’t provide an answer, the teammate will spend less time gathering context and will be able to troubleshoot faster.
We've tested this feature extensively at Intercom and observed an increase in answer rate, confirmed resolutions, and CSAT.
Important: If the user does not reply to Fin's prompt for more information, or if Fin is unable to find an answer to a new user query, the conversation will be automatically routed to the team (and thus will not count as a resolution).
If Fin does find an answer to a new user query, then it will only route them to the team if the user clicks "I still need help 👤". If they click "That helped 👍", the conversation will be regarded as a confirmed resolution, and if they abandon, as an assumed resolution.
Then click Save and move to the next step.
Auto-close abandoned Fin conversations
Choose when to auto-close conversations by specifying a length of time Fin should wait before closing conversations.
Select if you want Fin to automatically close the conversation after customer becomes inactive:
If Fin has answered the question, and/or
If Fin was not able to answer the question or the customer left before asking any questions.
You can also Customize what Fin says when closing the conversation to make sure the customer got what they needed and remind them they can still speak to your support team, even if the conversation is being closed.
Then click Save and move to the next step.
Ask for conversation rating (CSAT)
At the end of a customer's interaction with Fin AI Agent you can ask them to give a conversation rating by toggling these settings on:
👍 Send CSAT when the customer clicks "That helped" button or replies with a positive message
⏳ Send CSAT if the customer becomes inactive after Fin showed an answer
Then click Save to finish setting up Fin over chat.
Preview Fin over chat
You can test your Fin over chat setup using the interactive Messenger preview on the Fin over chat tab. Simply start typing questions you think Fin should be able to answer from the content you've enabled.
Note:
Previewing Fin creates a test user called "Preview User" in your inbox.
The preview does not respect content audience targeting and will use any of the content available to Fin.
The preview will follow any handover setup you've configured if Fin cannot resolve the conversation (i.e. routing to a team inbox).
The preview will not send a CSAT survey at the end of your conversation.
Learn more about testing and rolling out Fin to your customers.
Review and set live
Once you're done, click Set Fin live 🎉
You'll need billing permissions to set Fin live if the T&Cs haven't been accepted yet. Accepting these terms is mandatory to be able to use Fin AI Agent.
Using Fin in Workflows
It's possible to further customize Fin AI Agent's behavior and triaging by adding Fin to a Workflow.
If you've added Fin to your existing Workflows, you'll find these under AI & Automation > Workflows when you filter by Type is Using Fin.
The Fin setup configured from Fin AI Agent takes priority and will trigger before live Workflows.
Messenger CTA
When you've set Fin AI Agent live for customers, the call-to-action (CTA) button which allows customers to start a conversation in your Messenger may change.
This depends on whether you've configured your Messenger settings to:
Set bot expectations, or
Match teammate expectations.
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