This article covers how to configure and set Fin AI Agent live over chat using Workflows, providing you with control and flexibility over how Fin behaves.

You'll need to have access to Workflows on your plan and be using Fin AI Agent (on trial or paid). If you don't have access to Workflows on your current plan, you can still use and set Fin live without Workflows.

Go to Fin AI Agent > Fin Overview and open the Set live for chat tab.

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 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 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.

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".

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:

At the end of a customer's interaction with Fin AI Agent you can ask them to give a conversation rating by toggling this setting on.

Choose when to auto-close conversations by specifying a length of time Fin should wait before closing conversations.

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.

Once you're done, click Review and set live to see what this workflow looks like.

When you're ready, click Set live 🎉

If you'd like to tailor this workflow further, click Edit and you'll be taken to the Workflows builder where you can use the steps below to customize the experience.

It's possible to further customize Fin's behavior by editing an existing workflow where Fin is live.

Go to Fin AI Agent > Overview > Set live for chat and click on a workflow to open the Workflows builder.

To enable Fin AI Agent on particular channels or for a specific audience, click on the workflow trigger settings (first block in the Workflows builder).

To further customize the Fin AI Agent experience for your customers and teammates, click on Let Fin answer from the workflow path.

If you don't want Fin AI Agent to hand over to a teammate, you can configure the step to not set any expectations for human support.

This will change the Talk to a person 👤 button to Get more help 🌐 and will prevent the conversation being assigned after inactivity.

If you've set up Custom Answers, you can choose whether Fin AI Agent uses Custom Answers or AI Answers or both.

Fin AI Agent always gives precedence to Custom Answers before using AI Answers in a conversation. Learn more.

When only Use Custom Answers is selected, the option to Only suggest one answer becomes available.

Fin AI Agent will attempt to answer questions posed by customers. If the customer clicks That helped 👍 , Fin AI Agent will close the conversation and mark it as resolved.

If the customer clicks Talk to a person 👤 they will follow a handover path that you will need to configure in the workflow.

For example, you could set expectations for when your team will reply or collect additional information that will help route the conversation to the right team. This helps make the transition as smooth as possible and can save teammates' time and effort when picking up the conversation.

You can also pass to a reusable workflow if you have a common triage or data collection process that you want it to follow. Use the Pass to a reusable workflow step to hand Fin AI Agent over to another workflow.

By using branching, you can create different Fin AI Agent experiences for different audiences.

For example, for paying customers, you might want to hand over to a teammate when Fin AI Agent can't answer but for non-paying customers, you might want to direct them to your Help Center.

The best workflow triggers to use with Fin AI Agent are:

Add Fin AI Agent to your workflow by creating a path and selecting Let Fin answer.

This inserts a new Fin AI Agent step which can then be configured to control the behavior and handover.

You can preview a Fin workflow to experience the full customer interaction with Fin. Simply click on the Preview button in the top right of the Workflows builder.

Once Fin AI Agent is live, you’ll be able to view: