If you’re not using Fin for Intercom, Zendesk, Salesforce, HubSpot, or Freshworks, no problem. Fin for Generic Platforms allows you to deploy Fin in the Messenger and escalate conversations to any support platform that isn’t already deeply integrated. It integrates with any system that supports a URL redirect, live chat widget, or API call.

It works like any other Fin setup — with Train, Test, Deploy and Analyze. The key difference is in Deploy, where you define how Fin should hand off (escalate) when it can’t answer a question.

When Fin can’t resolve an issue, you decide exactly what happens next:

You configure these options in Deploy > Fin Messenger inside your Fin workspace.

After the Let Fin handle step in your Fin workflow, the chat will end if Fin isn’t able to help, and it will not escalate to a human. This option is suitable for informational use cases where no human follow-up is required.

Customers are redirected to a different URL where they can submit a ticket or find further help.

When Fin can’t answer, it runs a JavaScript function defined by your team. Common use cases include:

This option uses Fin’s Data connectors to call your support system’s API.

Before you hand over to your ticketing system, you’ll need to collect the user's email in the Fin Messenger so you can follow up later.

Once you have their email, you can use Data connectors to:

In Settings > Data connectors, create a connector to find contacts by email, e.g. "Find existing contact".

You should always verify the user actually owns the email address they provide. You can verify ownership in two ways:

Use the user’s email in the API call to search your ticketing system. The example below searches for the user by the email they provided using a GET request (your ticketing system will have it’s own API and response formats).

Once you've created the Data connector, add it to your Fin Messenger workflow by adding a new step and selecting Data connector.

You’ll see that it indicates you're using the user’s “Email” field from the Messenger, and that the response provides access to an “Id” field from the external system. The specific data returned in the response will vary depending on the system you’re connecting to, but the concept remains the same.

In case the Data connector fails (e.g. it returns a 404 error), you should also set up a separate "Create New Contact" Data connector.

The workflow below passes just the user’s email to the "Create New Contact" Data connector, but you could choose to send more data like the user’s name if you have collected it earlier in your workflow.

Once you’ve found or created the contact, set up another Data connector to "Create new ticket".

You’ll need the contact ID from the previous Data connector to find the user. In the “Collect data inputs” section, add a new input for the contact ID.

Note: You may require multiple data inputs here. You can add as many as you need.

Use the data inputs to build your request body. In the example below, we’re using the built in {{ conversation.transcript }} attribute to send the entire conversation from the Fin Messenger into the external system. Depending on your ticketing system, you may want to add this data as a “Note” or an “Internal Comment”.

When you add the "Create new ticket" Data connector to your workflow, you need to tell it what to use as the contact ID (along with any other data you defined as data inputs).

To do this, click the ellipsis in the workflow step and select Map action inputs.

You’ll be presented with a list of input fields like this:

Click the attribute inserter icon {..} to view a list of available data. Any outputs from Data connectors you’ve used earlier in the workflow will appear here.

In the example below, we're using the example_external_id returned by the "Find existing contact" Data connector.

Finally, you need to set up a fallback if the Data connectors fail (e.g. if there's an outage on the ticketing system).

For this, we recommend adding a step to your workflow that asks the user to email you directly, or links to a form they can fill out.

✅ You’ve created Data connectors to your ticketing system to handle finding a user and creating a user.

✅ You’ve enabled email verification for the email address collected from the user in the Fin Messenger.

✅ You’ve configured your workflow to create a ticket on behalf of the user in your ticketing system, and you’ve provided the conversation transcript in the new ticket so agents have context when they pick up the ticket.

✅ You’ve also set up paths to handle scenarios where calls to the ticketing system API fail.