Get started
To set up the Fin Messenger with Salesforce Messaging for In-App and Web (MIAW), go to Deploy > Fin Messenger.
1. Integrate Fin Messenger with Salesforce
You will need to complete all steps in the 'Connect' step:
2. Configure the data sync
First, configure how Fin should match to the records in Salesforce. We recommend selecting a field on Contact and/or Account that are unique.
Select fields in Salesforce to pull data from
Adding these fields will enable you to use them in the workflows step.
3. Build your workflow
Configure greeting and hand-off workflow
You will need to configure the way Fin greets and responds to customers or hands off when it's unable to help, by selecting Manage workflow. There will be a pre-built template here, but you can customize it to your liking.
Here, you can define when Fin should respond, and what should happen if the conversation is escalated to a team. At the end of all paths (except when Fin resolves a query), Fin will un-assign itself and apply the “routed-to-the-team” tag.
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 your messenger (you can also come back to set this live at a later stage).
3. Install the Fin Messenger
To install the Fin Messenger, go to Deploy > Fin Messenger > Install. You will need to install the messenger for either your website or web app, or for your mobile app.
Install for web
Install 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. Reach out to customer support to learn more.
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 for mobile
Install 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 Inercom 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.
Important: 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.
4. Test Fin in the Fin Messenger
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.
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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.
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.
Enabling live testing activates Fin and turns on the messenger behind a test URL for the website where you've it.
Live testing mode is enabled
Launching the live test
Testing for mobile
For testing on mobile, you would need to install on your staging app first, so you can run any testing before setting it live.
5. Go Live with Fin for Fin Messenger
Now you’re ready to set Fin live for your customers. Go to Deploy > Fin Messenger > Go Live and select Go Live.
