A customer starts a conversation
Your workflow
"Let Fin answer" is the point in a conversation where Fin will start responding.
The experience
Description | Visual |
Customers can chat with Fin via the Intercom Messenger, from your website or app.
Fin will greet your customers initially and then they can start asking questions. | 
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With the right training, Fin should be able to resolve their query. | 
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An end-user wants to speak to a person
When an end user wants to speak to an agent, there are two hand over options:
1) Hand-off to Zendesk agent
A live chat will be created in Zendesk for a member of your team to pick up.
2) Create Zendesk ticket
The user's messaging session will end and a separate ticket will be created with a summary of the conversation and any collected or set data.
"Hand-off to Zendesk agent" is used
When should I use this?
Best when you want to resolve customer queries as quickly as possible and have support agents available to answer.
Companies commonly use this during their office hours.
Your workflow
Add the "Hand-off to Zendesk agent" step.
The experience
Description | Visual |
End-user experience When Fin is unable to answer a customer's question, Fin can assign to an agent in Zendesk who can continue talking to the end-user in the Intercom Messenger. | 
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Agent experience This creates a conversation in Zendesk for one of your agents to pick up and continue chatting to the end-user.
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End-user experience When your agent replies to the conversation, their replies appear in the Intercom Messenger creating a seamless experience for the end-user. | 
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"Create Zendesk ticket" is used
When should I use this?
Best when you have a small support team, or your team won't be immediately available to pick up the end-user query.
This is also commonly used outside of office hours, so your team can follow up with an end-user via email when they return.
Your workflow
Add the "Create Zendesk ticket" step
The experience
Description | Visual |
End-user experience Fin can create a ticket for an agent to pick up when they're ready. This closes the chat in the Intercom Messenger, and your team can continue talking to the end-user via email. | 
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Agent experience A ticket gets created in Zendesk, that an agent can pick up when they're ready. | 
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Agent experience Fin drops a note onto the ticket with a transcript of the conversation it had with the end-user, so your agent has all of the necessary context. | 
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Agent experience Any collected/set data attributes or tags will be added to the ticket. | 
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Why should I use the Intercom Mesenger rather than Zendesk's Messenger?
Intercom's Messenger has been designed for Fin, so the end-user experience will be enhanced.
Intercom's Messenger can be used with all Zendesk plans enabling you to offer an AI Agent messaging experience even if you aren't paying for Zendesk Messaging, which is on the Zendesk suite plan or Support+Chat plan.