Train Fin
To start using the Fin Messenger, 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 > Fin Messenger > Connect to Salesforce and choose whether you want to connect your Sandbox (testing) or Production (Live, customer facing).
Follow the steps documented in Setting up the required permissions for connecting Fin Messenger with Salesforce MIAW
Manage your Salesforce data
Next, sync your Salesforce fields and populate them with Fin.
Record matching: Select how Contact and Account records are matched when Fin retrieves records from Salesforce using the IDs you provide to the Fin Messenger in the JWT.
Pull data from Salesforce: Your Salesforce fields are now synced and available for use in the Fin platform. Fin checks for any updates to these fields when a customer opens the Messenger.
Push data to Salesforce: Fin adds data when it's assigned or when it replies. The data it adds depends on how you’d like it to hand off to Salesforce, which you’ll set up in the next step when you build your workflow.
Creating a Salesforce Case - Fin can create a case when it resolves a chat, or can’t answer a question. It automatically populates Subject, Description, Email, Transcript, and Summary, and you can populate other fields through your workflow.
Handing off to a Salesforce agent - If Fin can’t answer, it can hand off the chat to your team in Salesforce. It sends all conversation and customer data, and you’ll need to use Salesforce Flows to map it to your records – it can be mapped to any record.
Build your workflow
Customize the way Fin greets and responds to customers or hands off when it's unable to help by selecting Manage workflow in Deploy > Fin Messenger > Workflow.
Based on the hand-off option you've chosen, we've created a template to get you started.
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.
Ask for more information before handover - Collect more information when a customer asks to speak to the team. When collecting more information Fin may provide an additional answer—increasing the likelihood of a resolution.
Confirm resolution - Confirm resolution before closing conversation. Fin will continue to assist if resolution isn’t confirmed. If confirmed, the conversation will be closed.
Create Salesforce case when Fin answers - To help your team keep track of customer queries, Fin can create a Salesforce case for every conversation it resolves, or for conversations where it responds but the end user is inactive.
Ask for conversation rating (CSAT) - Choose to send a CSAT survey after customers interact with Fin.
Handle inactive conversations - Specify how long Fin should wait before a customer is considered inactive.
Confirmed resolution workflow - Trigger a workflow after a confirmed resolution.
You can tailor the experience further by:
Creating different branches based on your conditions.
Choosing when Fin answers.
Having Fin send a message.
Providing reply buttons.
Collecting data.
Collecting the customer reply.
Adding internal notes.
Adding an AI generated summary of the conversation.
Auto-classifying Case attributes based on what the customer said.
In the final hand-off path of the workflow, you can choose how Fin hands over the conversation:
If a hand-off option has already been selected you can remove this option by hovering over it, clicking the 3 dots that appear and selecting delete. |
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Once you’ve finished customizing the greeting and hand-off to your team, click Save, or Set live to enable this for the Fin Messenger (you can also come back to set this live at a later stage).
Install Fin Messenger
To install the Fin Messenger, go to Deploy > Fin Messenger > Install. You will need to install the messenger for either your website / web app, or for your mobile app.
Install Fin Messenger for web
Install Fin Messenger for web
Choose how you'd like to install the Messenger
Firstly you will need to choose how you would like to install the messenger. If you select Code snippet, React, Angular, Vue, Ember or Shopify as the installation method, you'll have the choice of installing Intercom for website visitors without logins.
The instruction for installing Code snippet, React, Angular, Vue, Ember or Shopify will update as you select each of the options. For the methods listed that allow the installation for both Users with logins and Visitors without, you will need to copy the code snippet for each installation method you wish to use.
For Users with logins, you will need to switch on the toggle Enable connection to messenger to continue to the installation code.
Follow the instructions given
Now follow the instructions given for the method you selected. For example, if you selected Shopify you'll see the steps required for this installation method.
If you selected the Code snippet, React, Angular, Vue, or Ember method, you'll be provided with an NPM package containing a code snippet to copy and paste into the codebase of your own app. This snippet is pre-populated with your unique workspace ID, so it's ready to go.
You can also find the package directly on the NPM site.
There are several other templates available such as including the code snippet in a Basic JavaScript or Single-page app, or you can also use the Rails gem to install the snippet.
Click Copy code and paste it before the </body> tag on every page you want the Messenger to appear on your app.
After adding the code, you can visit any page where you have installed the messenger and it should appear in the bottom right hand corner or you can use the Check installation option in the install process.
If you're having trouble setting up the Fin messenger in your Salesforce portal. We have a Salesforce unlocked package that installs a Lightning Web Component (LWC) in your Salesforce Organization, which when embedded within your Salesforce portal launches the Fin Messenger.
Follow the steps documented in Embedding Fin Messenger in your Salesforce portal
Secure the Fin Messenger with JWTs
If you have the Fin Messenger installed on your site for logged in users, it's essential to secure it and prevent bad actors from impersonating your users or sending unauthorized data.
JSON web tokens (JWTs) prevent third parties from impersonating your logged-in users and seeing their conversations. We strongly recommend that all Fin customers enforce JWT authentication.
Install Fin Messenger for mobile
Install Fin Messenger for mobile
Choose your installation platform
Firstly you'll need to choose your installation platform of choice; iOS, Android or React Native. All chosen platforms have steps specific to that platform and you'll be provided with options for how to install Intercom into your mobile apps and some code snippets to help with the installation.
Initialize Intercom within your codebase
The next step will be to Initialize Intercom within the codebase of your mobile app. You can also manage your API keys in this step.
The code snippet options for iOS | The code snippet options for Android | The choices for React Native |
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Follow the instructions
You will then need to follow the platform specific instructions to integrate the Fin Messenger in your mobile app.
The Check installation button at the end offers a success notification if the Messenger has been successfully found for your chosen installation, or it indicates whether something has gone wrong.
Secure the Fin Messenger with JWTs
If you have the Fin Messenger installed on your app for logged in users, it's essential to secure it and prevent bad actors from impersonating your users or sending unauthorized data.
JSON web tokens (JWTs) prevent third parties from impersonating your logged-in users and seeing their conversations. We strongly recommend that all Fin customers enforce JWT authentication.
Optional: Set up push notifications
Within this step you will again have the option of the installation platform; iOS or Android. You can configure push notifications from this section, but it will not guide you through the process. Instead our developer docs should be used for push notification setup:
React native is not offered as an option for mobile push notifications.
This optional step is marked as complete when push notifications have been detected as set up for either an iOS or an Android app.
Note: Xcode 14 is now required to build Intercom iOS SDK v13.0.0+
In Xcode 14, there are several warnings logged to the console when the SDK is installed. The warnings stem from Intercom's use of WKWebView. There is a bug in Xcode 14 that triggers these warnings, and it is not an issue that Intercom can fix.
They are just warnings and Intercom continues to function as normal when they are present.
Here are the warning messages:
WKWebView Error - View Article and you see this in the console: Error acquiring assertion: <Error Domain=RBSServiceErrorDomain Code=1 "target is not running or doesn't have entitlement com.apple.runningboard.assertions.webkit" UserInfo={NSLocalizedFailureReason=target is not running or doesn't have entitlement com.apple.runningboard.assertions.webkit}>This method should not be called on the main thread as it may lead to UI unresponsiveness.[Sandbox] Could not enable Mach bootstrap, errno = 22.
Test Fin
The more training you provide Fin, the better its ability to answer your customer’s questions accurately.
Ensure Fin is ready
First you'll be asked to ensure you've given Fin sufficient training. This is important before starting live testing.
We recommend reading our complete guide on all of the ways you can train Fin so its able to answer your customers questions as accurately as possible.
Live test
Once you've checked that Fin is sufficiently trained and customized the messenger to match your company branding, you can run a live test from Deploy > Fin Messenger > Live test.
Live testing mode:
Activates Fin within Fin Messenger.
Turns on Fin Messenger behind a test URL for the website where you've installed Fin. Customers will not see this until you're ready to set this channel live.
Launching the live test:
This is the best way of seeing exactly how Fin in the Fin Messenger will look and behave within the website or app that you've installed it, without any customers seeing it.
Testing for mobile:
For mobile, we recommended you install on your staging app first, so you should test that before deploying to production.
Go live with Fin Messenger
Now you’re ready to set Fin live for your customers. Go to Deploy > Fin Messenger > Go live and select Go Live.
