To view Fin's conversations, go to Analyze > Conversations.
On the left side you'll be able to view your conversations list and filtering options. When you click on any conversation from the list, you will see the conversation content with the corresponding conversation events.
Note: This is view-only, you won't be able to intervene in Fin's conversations and respond directly to the customer from here.
Conversation search
Search for a particular conversation by clicking the Search button at the top of the conversations list.
From here, you can search by keywords, tag, user, company, creation date, status (open or closed), title contains, or add other filters (including data attributes).
Conversation list filters
You can easily filter the conversations list by:
Involved: Conversations that were passed to Fin.
Resolved: Conversations where the customer confirmed Fin's answer was helpful, or left without asking for a teammate's help.
Routed: Conversations where the customer asked to talk to a teammate.
Abandoned: Conversations where the customer didn't receive an answer and became inactive.
All conversations: All conversations that happen in any of Fin's channels. Sometimes Fin might not be involved.
Note: This is automatically set to filter to all Fin Involved conversations.
Conversation sorting
Sort your conversations list by any sortable Conversation or Ticket attribute:
And default filters, e.g. "Date Started", "Last Activity", and "Waiting Since" are also available here:
You can also switch the sort order from descending to ascending.
Favorite sort options
The most popular sorting options, conveniently pinned at the top of the dropdown for quick access.
Date started – Sorts items by the date and time they started. The timestamp in the bottom right corner of each conversation or ticket will be based on the start date.
Last activity – Sorts items based on the date and time of the last activity. The timestamp will be based on the latest activity. Activities include user, teammate, and bot replies, actions like reopening, missed SLA events, and notes.
Waiting since – Sorts items by how long a user has waited for a teammates reply. Wait time begins at the start of a conversation or from the user's first message after the last teammate reply. Follow-up user replies, teammate notes, and bot replies don’t affect it. The timestamp on the conversation card reflects this first message. Once a teammate replies, the user is no longer waiting, and these conversations, along with back-office and tracker tickets, move to the bottom and don't display a timestamp.
General sort options
Other default sort options available to sort by.
Date submitted – Sorts tickets based on the date they were submitted. Only tickets have a submission date. The submission date may be different from the start date, for example: When a conversation is converted to a customer ticket, the start date is based on when the conversation started, but the date submitted is based on when the conversation was converted to a ticket.
Item ID – Sorts items numerically based on their ID. All items have an ID. This ID matches the ID in the URL for each item.
Ticket ID – Sorts tickets numerically based on their Ticket ID. Ticket IDs are different from Item IDs, and only tickets will have one.
Custom conversation and ticket attributes
Sort by both default and custom conversation and ticket attributes
List attributes – Sorts items based on the order of the list options for the attribute. For example, if you have a list attribute with the options Expert, Premium, and Free, in that exact order – then sorting by this attribute will sort items in the same order, either ascending or descending.
Boolean attributes – Sorts items based on whether the attribute is True or False. Sorting by descending for any boolean attribute will put items that are True at the top.
Number attributes – Sorts items in numerical order based on the attribute.
Text attributes – Sorts items in numerical and alphabetical order based on the attribute. Sorting by ascending will first sort items alphabetically (A → Z), then numerically (1, 2, 3…). Descending will first sort items numerically (...3, 2, 1) then alphabetically (Z → A).
Date attributes – Sorts items based on the date of the attribute.
Conversation events
At the top of a conversation thread, you can choose to show or hide the lineage of events that have occurred by clicking on the three dots icon and selecting Show conversation events. This will show you the events that took place throughout the conversation:
Conversation details
On the right side, you also have the conversation Details panel, this gives you more context on your conversation attributes.
You can collapse this panel using the button in the top right, or use the keyboard shortcut ] to open and close it.
Tip: Enable AI Inbox translations to view multilingual conversations in your default language.
FAQs
Why can't I find a conversation where Fin was involved?
Why can't I find a conversation where Fin was involved?
To see conversations with Fin, go to Analyze > Conversations. Use the state filter at the top to view either Open or Closed conversations (note that it’s not possible to view all conversations at once). Be sure to select the appropriate filter to find previous or current conversations with Fin.
Note: With Zendesk Messaging integration, conversations remain hidden until customers ask to talk to a person - this follows Zendesk's standard Answerbot behavior.