This will guide you through deploying Fin for Salesforce Cases. You must train Fin on your content before deploying.
1. Connect to Salesforce
For Fin to be able to handle your cases in Salesforce, it needs a connection to the Salesforce API.
Go to Deploy > Salesforce cases > Connect to Salesforce and click Connect.
Here, you can choose to:
Connect to a test organization - Set up, train, and test Fin safely - without impacting your live organization.
Deploy Fin in a live organization - Connect Fin to your live Salesforce organization when you're ready to go live.
Note:
You can also completely disconnect Fin from a live organization here.
Fin currently supports only one active OAuth connection to Salesforce per workspace. The only exception is for Salesforce knowledge article sync, where multiple connections are supported to allow syncing knowledge bases across different Salesforce orgs. If you need to switch your main OAuth connection, disconnect the existing one before connecting a new Salesforce instance.
This integration requires specific object and field-level permissions, which allow Fin to create, update, and sync Salesforce cases and related data.
1. Install the permissions package
Click Install Fin for Salesforce.
In the section "What if existing component names conflict with ones in this package?", select Do no install.
Select Install for all users – this means that the permission set can be assigned to any user if you choose.
Wait until it finishes - no errors should be shown.
Note: Customers who only plan to use Web-to-Case and do not have Digital Experiences can install an alternative permission set. This allows you to connect Salesforce without requiring additional community-related permissions. Learn more about setting up the required permissions for connecting Salesforce.
2. Configure and assign in Salesforce
Now you’ve installed the permission set in Salesforce, you’ll need to assign it to the user who authorized the connection to Fin.
In User Interface settings, enable Set Audit Fields upon Creation and Update Records with Inactive Owners.
In Permission Sets, find Fin for Salesforce Permissions and enable Set Audit Fields upon Record Creation.
In Permission Set Assignments for
[user id], add the Intercom Fin Al Permissions, and save.
2. Configure Fin for Salesforce cases
Go to Deploy > Salesforce cases > Configure Fin for Salesforce cases and click Configure to select Fin Salesforce user, origins, and email addresses.
Select Fin Salesforce user
Fin will reply as this user when a case is assigned to it in Salesforce. We recommend creating a new user for it and making it explicit that it's an AI Agent, rather than a human.
You can use your own email address by appending “+fin” to the name (e.g. dean+fin@examply.io). You need to use a real email address because you'll need to verify the email address in Salesforce. Make sure that “Service Cloud User” is ticked so that Fin can reply to cases.
Fin will send out emails to your customers when it responds to their cases. To enable Fin to do so, select which cases it should respond to, and verify the email address Fin’s responses will come from.
Select origins that Fin should respond to over email
Select origins that Fin should respond to over email and select all of the channels that apply in the Select origins that Fin should respond to over email dropdown.
Select Fin's email address
Set up the email address that Fin's responses should be sent from:
Select your email routing address - If you've already configured an email routing address in Salesforce, this will usually be your support team's email, or
Create an email routing address - If you don't already have an email routing address, you'll need to create a new one:
Enable Email-to-Case in Salesforce.
Create an email routing addresses.
Verify and activate your email routing address: When you add an email routing address, Salesforce will send you a verification email. Once verified your email routing address will be activated.
Enable on-demand service.
Verify your email domain
Next, verify your email domain to ensure that emails sent from Fin are delivered successfully.
3. Create a workflow
You can customize how Fin greets and responds to customers or hands off to your team when it’s unable to help by clicking Manage workflow from Deploy > Salesforce cases > Create a workflow.
Click on the Let Fin handle step to:
Set expectation for human support - Show teammates presence in a messenger conversation. Disable this if your team all work in another tool or no one is monitoring the inbox.
Follow up with inactive customers - Decide what happens if the customer doesn’t respond after Fin answers.
Handle inactive conversations - Specify how long should Fin wait before a customer is considered inactive.
Confirmed resolution workflow - Trigger a workflow after a confirmed resolution.
You can continue to build your workflow by:
Creating different branches based on your conditions.
Choosing when Fin answers.
Having Fin send a message.
Collecting data.
Collecting the customer reply.
Providing reply buttons.
Adding internal notes.
Adding an AI generated summary of the conversation.
Auto-classifying ticket attributes based on what the customer said.
coming soon
Once you’ve finished customizing the workflow, click Save changes.
4. Manage Salesforce data
Next, open Deploy > Salesforce cases > Manage Salesforce data and click Manage data to sync your Salesforce fields and populate them with Fin.
Pull data from Salesforce - Your Salesforce fields are synced and available in the Fin platform. Fin checks for any updates to these fields the first time it’s assigned to a case.
Push data to Salesforce - Fin updates the case with data each time it responds or when it needs to escalate to your team because it can't provide an answer.
5. Customize Fin's identity and behavior
Fin can incorporate your brand identity, tone of voice, and preferred answer length. To set this up, go to Settings > Reply settings.
Note: Fin's identity is also use by the Fin Messenger channel. Learn more about Fin's identity.
6. Live test / Go live
To set Fin live, go to Deploy > Salesforce cases and click Go live at the top of the page.
You must assign Fin to respond to cases using the Salesforce user you’ve selected.
Automatically assign cases to Fin: Use Salesforce Flows or Case Assignment Rules.
Manually assign a case to Fin: To do this, simply change the case owner. This is also a good way to test Fin before you go live.
How it works
When a customer sends an email or submits a form, that will create a case in Salesforce. Using Salesforce's Case Assignment Rules or Flows, the case will automatically get assigned to Fin.
For any case that gets assigned to Fin, it'll apply the fin-involved topic.
If Fin has relevant knowledge available to answer, Fin will respond and cite the sources it used, and apply the following tags:
fin-resolved: Fin has resolved the ticket (either soft or hard resolution).
fin-soft-resolution: Fin has resolved the conversation, but the customer hasn't confirmed it.
Fin automatically sends replies to all email addresses included in the original Email-to-Case (this includes addresses in both the To and Cc fields). Learn more about how Fin resolutions are defined.
If the question is ambiguous, Fin will ask clarifying questions. If Fin doesn't have an answer, it'll hand-off the ticket to your desired case queue or user. Customers can ask follow-up questions and Fin will follow the same process.
If the customer says that it helped, the “fin-soft-resolution” topic will be removed and “fin-hard-resolution” applied.
If the customer asks to talk to the team, Fin will assign the case to a specific queue or user of your choice, remove the “fin-soft/hard-resolution” topics and apply the “fin-routed-to-team” topic.
Fin can also respond to feed comments on Salesforce cases. Fin's response will be a new post on the case.