When you use Fin for Zendesk, you have the ability to control which topics Fin responds to and what it routes to your team, capturing all relevant context in the process. Fin can automatically categorize conversations by topic, sentiment, or any other relevant category and you can use this data to ensure that every conversation is given the right level of support.
How it works
The way auto-classify works is by defining a ticket attribute and describing each of the values in natural language. Then you can trigger an action in a workflow to automatically classify this attribute at any point in the conversation.
Once classified, you can use this attribute as a condition to create different routing branches, pass on relevant context to your team and improve your reporting.
Example use case
Suppose you want Fin to recognize when a customer’s sentiment is negative. You can set up a "Sentiment" attribute with values like "Positive," "Neutral," and "Negative." If a conversation is classified as “Negative,” Fin can then trigger an escalation or route the conversation directly to an agent.
By setting up automatic classification and defining conditions, you can ensure that Fin delivers a more contextual and responsive customer experience.
Setup
Step 1: Define ticket attributes in Zendesk
First, ensure you have a list-type ticket field in Zendesk that outlines the categories you want Fin to recognize (e.g., "Product Inquiry," "Complaint," "Feedback").
In your Zendesk admin settings, go to Objects and rules > Tickets > Fields, and create or edit a dropdown field.
Step 2: Sync the ticket attribute in Fin’s data settings
Go to Settings > Integrations > Zendesk integration and in the Sync data from Zendesk section, click the + icon and select the attribute you want to add. This will sync the attribute to make it available for Fin's category detection.
Note: If the list-type attribute already exists in Fin but has been updated in Zendesk, you can re-sync it by selecting the attribute and clicking Re-sync. This will update the field in Fin with the latest options from Zendesk.
Step 3: Describe attribute values
Once your attribute has been synced, you will need to click on it to add a description for each value. Its important to be very succinct with your details here, as the description is what helps Fin to understand and detect the correct attribute.
Note: Attribute descriptions must be a minimum of 10 characters.
Step 4: Enable AI Category Detection in your workflow
Once you have enabled Intercom Messenger, Intercom for Zendesk Tickets or Intercom for Zendesk Messaging, you will be able to add Category Detection to your workflow with Fin, by selecting Add step and choosing the action AI Category Detection. This enables automatic categorization based on real-time conversation analysis.
Step 5: Create branching or hand-off conditions using attributes
Now use this attribute in your workflow by adding branches with conditions based on the attribute values or include it in hand-off notes to agents.
FAQs
Why am I seeing an error when saving attribute descriptions, and how does it affect AI category detection?
Why am I seeing an error when saving attribute descriptions, and how does it affect AI category detection?
You may encounter a red error banner when saving attributes that include descriptions. While it might appear that the attributes are saved, this error can lead to downstream issues—such as failures in AI category detection within your workflows.
Cause:
The error typically occurs when the description for one or more attributes does not meet the required minimum of 10 characters.
Resolution:
Ensure that all attribute descriptions are at least 10 characters long. After updating each description to meet this minimum, you should be able to save without errors, and AI category detection should function as expected in your workflows.
If you're still encountering issues after updating your descriptions, try refreshing your workflow and saving again. If problems persist, feel free to contact our support team.