Conversation imports lets you sync your ticket/case history directly into your Fin workspace. This can be used to provide Fin Insights, generate content which increases Fin's resolution rate, and give Fin Copilot access to previous conversations.
Key benefits
Immediate insights - Start using Fin Insights right away with your historical data.
AI-generated content suggestions - Get AI suggestions to improve your content.
Fin Copilot training - Give teammates a smarter Copilot with answers generated from previous conversations.
Flexible control - Toggle syncing on or off whenever you need.
Set up the synchronization of ticket/case history
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 conversation 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 synced tickets/cases?
Synced tickets/cases are read-only. You can drill down and review them for analysis, but you can't respond directly from your Fin workspace.
Can I train Fin using historical tickets or cases?
Fin AI Agent is currently designed to use your knowledge base as its source of truth for answering questions. However, it can learn from historical conversations through AI-powered suggestions. These suggestions help improve your content by identifying unresolved Fin conversations, comparing them to human replies, and highlighting what needs to be fixed.
Additionally, Fin Copilot can use historical conversation data to generate answer suggestions for teammates.
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 ticket/case history is synced?
Coming soon: You'll be able to filter by Zendesk or Salesforce attributes to ensure only relevant tickets/cases are imported.
How often do tickets/cases sync?
Tickets or cases will 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 ticket/case history sync?
Disabling the ticket/case history sync in Settings > Integrations will stop new conversation imports but will not remove previously imported conversations from Fin Insights. These past conversations remain indexed and can only be removed by our support team. This process will remove all synced conversations as it's not currently possible to sync only a certain subset of tickets.
Currently, Fin does not support automatic deletion of previously synced data. If this poses a privacy concern, please contact us directly so we can review the retained data and discuss options.
We're actively working on enhanced filtering controls for conversation imports (such as filtering by ticket attributes) to give customers greater control over what gets synced into Fin. 😃