“With powerful AI and workflows, we’ve seamlessly scaled our operations and lowered our resolution times without the need to double our team size. Meeting customer demand has never been smoother, leading to an impressive 98% CSAT score year to date."

- Jeff Cardoso, Vice President Operations at Azazie, Inc.

Letting Fin answer queries instantly gives customers immediate responses and often resolves issues without human intervention. If a teammate does need to step in, your workflow can use information from the customer's conversation with Fin to route them to the right place.

Just head to AI & Automation, select + New workflow and choose the template: Let Fin AI Agent answer first.
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Select Use this template and then the channel(s) you want your workflow to function on. You can select from Intercom's broad range of channels including Web (Messenger), your iOS or Android app, email, SMS, and social media, ensuring a great experience no matter how your customers contact you.

It's a good idea to start small (e.g. on Web) and expand to other channels once you're sure your workflow is working effectively. You can always adjust your channel settings later by selecting the workflow trigger.

When you hit Save and close, you'll find your workflow draft is ready for customization. The workflow will proceed like this: When a customer opens the Messenger, they'll receive a greeting immediately. After they send their first message, Fin AI Agent will respond and do its best to resolve the problem.

After Fin provides an answer, your customer will see two buttons:

If the customer clicks That helped, the conversation will not be added to your team's Inbox volume, allowing your team to focus on more complex, delicate, or demanding issues.

But the magic doesn't stop there. In the event that your customer still needs the help of a teammate, this template has you set up to use conversation topics to route them straight to the right team.

Conversation topics allow you to automatically categorize every discussion in your workspace.

If you have at least 5,000 total conversations, Intercom will generate useful suggestions for conversation topics, or you can define your own.

To see your conversation topics and suggestions for topics, go to Reports > Conversation topics > Topics. Your topics are dark blue and suggestions for topics are light blue.

In this example, two prevailing conversation topics are Pricing and Account unlock - both handled by different teams. Let's configure this workflow to route conversations with these topics to the right place.

In the first branch, we'll select the first condition, currently labeled Missing condition. A panel will open where we can set the condition to Topic, and then set the topic to Pricing.

Then we can follow the template layout to ask the customer for confirmation of the topic and then route to the right team for that issue, in this case, our Sales team.

For the second branch, we can use the attribute Topic is Account unlock and make sure it's routed to Security.

We can continue to add as many branches as we like here, using conversation topics to route conversations and drive efficiency. But it's best to start simple and expand on the workflow over time as you become more familiar with them.

To make sure every conversation has a route it can follow, all other queries go through the Else branch, which you could route to the same general inbox or provide customers with a list of options to further triage requests.

And the last step is to set the workflow live.

With this workflow in place, Fin will provide instant responses and a robust handover experience if your customer wants to speak to a teammate.

Read more about setting up conversation topics.

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