Train Fin
To set Fin up to handle Salesforce Cases, the first thing you need to do is add your content to train Fin. Go to Train > Content and select New content.
You can add knowledge by:
Syncing Salesforce knowledge articles from your help center.
Syncing any public URL such as your marketing site.
Writing or copy/pasting snippets of text directly into Intercom.
Connect Fin with Salesforce
Now go to Deploy > Salesforce cases > Connect to Salesforce and choose whether you want to connect your Sandbox (testing) or Production (Live, customer facing).
To connect to Salesforce you'll need to create a Connected App and enable OAuth, and generate a consumer key and secret (see detailed instructions below).
Create a Connected App
To create a Connected App, go to Salesforce settings and search for “App Manager”. In the App Manager, click New Connected App on the top right and choose "Create a Connected App"
Once there, enter an app name, API name, and your email address.
Set up OAuth
Next, set up OAuth for your Connected App:
Under “API (Enable OAuth Settings)” select the Enable OAuth Settings checkbox.
Then add the callback URL:
https://app.intercom.com/standalone/salesforce/callback
(For EU or AU workspaces use your local domain e.g. https://app.eu.intercom.com).Under "Select OAuth Scopes" Add the following 2 options:
“Full Access (full)”
“Perform requests at any time (refresh_token, offline_access)”.
Ensure the following checkboxes are ticked:
Require Proof Key for Code Exchange (PKCE) Extension for Supported Authorization Flows
Require Secret for Web Server Flow
Require Secret for Refresh Token Flow
Enable Client Credentials Flow
Save the Connected App, then click the Manage button on the next screen.
Click Edit Policies, then on the policies page under OAuth Policies, make sure Permitted Users is set to “All users may self authorize” and IP Relaxation is set to “Relax IP Restrictions”.
At the bottom of the page, set the Client Credentials flow to run as an admin account by clicking on the “Run as Lookup” icon next to the input field and selecting an admin in the window that appears.
Save your changes, then go to the App Manager again, and view the app you just created using the dropdown menu next to it.
In the API (Enable OAuth Settings) section, click on Manage Consumer Details.
On the Consumer Details page, you’ll be presented with a consumer key and secret, you can save these for later.
Manage Salesforce connection
If your Salesforce authentication details change (for example, if an admin account is updated), you can reconnect OAuth directly. There’s no need to disconnect and start over—your existing configuration remains intact. Simply go to Deploy > Salesforce cases > Connect to Salesforce and click Manage > Reconnect.
Note: You can also completely disconnect Fin from Salesforce production from here.
Install permissions in Salesforce
This integration requires specific object and field-level permissions, which allow Fin to create, update, and sync Salesforce cases and related data.
To give Fin the correct permissions in Salesforce, go to Deploy > Salesforce cases > Install permissions in Salesforce.
Initiate installation of the permissions package.
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.
Assign the permission set to the right user
Now you’ve installed the permission set in Salesforce, you’ll need to assign it to the user who authorized the connection to Fin.
Find the user who authorized the connection to Fin.
From their profile, scroll down to the Permission Set Assignments section and click Edit Assignments.
Select Intercom Fin AI Permissions and apply the permission set.
Select Fin Salesforce user
Next, select a user in Salesforce for Fin to respond as under Deploy > Salesforce cases > 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.
Configure emails
Fin will send out emails to your customers when it responds to their cases. To enable Fin to do so, go to Deploy > Salesforce cases > Configure emails to 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.
Then click Save & continue to update your configured channels.
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.
To add a new email domain, go to Deploy > Salesforce cases > Configure emails and click + Add email domain below the “Verify your email domain” section. You'll need to enter:
Display name: This is the name that will appear as the sender of your emails.
Email address: A domain that you’re using to receive inbound cases in Salesforce.
Click Add email to save, you will receive a green pop up banner confirming that your email domain has been added.
Manage your Salesforce data
When you connect to Salesforce, Fin will pull all of your Contact and Case fields from Salesforce.
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.
Build your 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 > 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.
Assign Fin to the cases you’d like it to answer
Next, 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.
Test and go live
To test Fin, go to Deploy > Salesforce cases > Go live and select Turn Fin on at the bottom of the page, then manually assign a case to the Salesforce user you created for Fin.
Fin will only respond to tickets assigned to it. Once you’re ready for Fin to answer customer questions, use Flows or Case Assignment Rules in Salesforce to automatically assign new cases to Fin.
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.