Conversation imports lets you sync your existing conversations directly into your Fin workspace. This means you can start using Fin Insights immediately by analyzing your complete conversation volume rather than starting from scratch.
Key benefits
Immediate insights - Start using Fin Insights right away with your historical data.
Complete picture - Analyze your entire conversation volume, not just new conversations.
Flexible control - Toggle syncing on or off whenever you need.
Smart filtering - Only relevant conversations are imported (coming soon).
How to use conversation imports
Setting up the sync
Go to Settings > Integrations and open your integration setup.
Enable the toggle to sync ticket/case history.
Wait for the initial sync to complete (up to 2,500 conversations will be imported first).
Managing your imports
Once connected, the system will automatically sync your conversations once daily. Here's what gets imported:
Closed conversations that involved a teammate.
Maximum of 2,500 conversations per sync.
Only conversations without Fin involvement to avoid duplicates.
Note: You can toggle off the sync at any point. This stops future imports but won't delete conversations already brought into your Fin workspace.
FAQs
Will Fin conversations be counted twice?
No, the importer is smart enough to skip conversations that Fin was already involved in, so you won't see duplicates.
Can I respond to imported conversations?
Imported conversations are read-only. You can drill down and review them for analysis, but you can't respond directly from your Fin workspace.
What happens to Fin conversations routed to teammates?
When these conversations are closed in your support platform (e.g. Zendesk or Salesforce), they'll sync to Fin on the next daily update with all the missing conversation details included.
Can I control which conversations get imported?
Coming soon: You'll be able to filter by Zendesk or Salesforce attributes to ensure only relevant conversations are imported.
How often do conversations sync?
Conversations sync once daily automatically. The system looks for closed conversations that involved a teammate, up to a maximum of 2,500 per sync.
What happens if I disable the conversation imports?
Disabling conversation imports stops future syncing, but conversations already imported will remain available for analysis in Insights.