Your team probably deals with a lot of questions where the answer is specific to a customer and is found outside of Intercom. The customer has to wait on a teammate to open the other system, look up the information, and reply, which impacts resolution times and customer satisfaction.
Fin AI Agent is already great at crafting a response with information available from your help center or other content source. But now instead of making your customer wait while a teammate finds the information, or serving them instructions on how to find it themselves, Fin can retrieve a customer’s data right away and craft a personalized answer too.
Each personalized answer consists of an API call which you can configure behind the scenes. Fin will automatically choose when to use it and deliver an answer specific to the customer.
You can connect any system which has an API; that might be your unique internal backend tool you have built for your business, or a third party tool you're using like Shopify, Salesforce, Stripe, Jira, and more.
This feature is currently in beta and only supports accessing or retrieving data from external systems. The ability to update data in external systems is coming soon.
Main use cases
Fin AI Agent actions allow you to connect to your external systems like admin tools, CRMs, project management and payment processing platforms, and more.
This means that Fin can provide personalized answers that are very specific to each customer, for example:
What's the status of my order?
What subscription do I have?
Is there an ongoing incident?
Get started
All you need to do is set up an action to connect Fin with your external systems.
There are two types of connections you can make:
Use an app: You can set up an action that connects to a third party app, like Shopify, Stripe, and Statuspage; or
Use an API: You can create custom actions which connect to your own external systems using an API.
Action templates (using apps)
To get started quickly, there are several action templates available which integrate seamlessly using one of the following apps:
Shopify
Statuspage
Stripe
These are quick to set live and require no code. Learn more about available templates and use cases for Fin.
AI recommended actions (using API)
If you’ve already set Fin live, you’ll see your unique AI recommended actions. These are generated based on your conversation history to help you identify potential actions, see what percentage of conversation volume they could resolve, and preview them in the Messenger (using example data), without needing to set anything up.
If you like the action, simply click Set up to go to settings and configure the API details. A lot of these details are pre-filled based on the AI recommendation, but you can completely customize them to suit your specific use case.
Custom actions (using API)
If you want to get started from scratch, you can create custom actions to connect Fin to your own external systems using an API.
Read our data and actions FAQs.
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