With Fin’s multi-brand support for Zendesk, you can deliver personalized AI experiences based on brand context. This feature automatically syncs your brands from Zendesk and applies brand data to incoming conversations handled by Fin (including Zendesk tickets, Zendesk messaging, and Fin Messenger).
Key benefits / use cases
Sync brands automatically when you connect your Zendesk API (no manual setup required).
Tag every conversation with a brand to power tailored automation, reporting, and experiences.
Create brand-specific AI content using audiences, workflows, and guidance.
Customize Fin's identity by brand to maintain consistency across all customer interactions.
Customize Fin Messenger styles by brand to keep things on-brand for every customer interaction.
Track performance by brand in Reporting.
How to use multi-brand for Zendesk
1. Connect to Zendesk API
Brand synchronization happens automatically when you connect your Zendesk API.
Note:
All existing brands in your Zendesk account will sync with your Fin workspace. These can't be removed later.
Historical ticket imports from Zendesk will now include a brand if one exists.
2. Handle new brands dynamically
If a conversation comes in from a brand that hasn’t been seen before, Fin will automatically sync it and apply the correct brand. Brand information is applied to all Zendesk conversation types (Zendesk tickets, Zendesk Messaging, and Fin Messenger).
3. Use brand context
Brand information is stored as an attribute in your Fin workspace, so you can use it to:
Create audiences for content and guidance using the brand attribute to segment users or leads.
Configure workflows to route conversations based on brand.
Customize Fin's identity for each brand.
Customize Fin Messenger styles for each brand.
Build a custom report that filters performance metrics by brand.
FAQs
Do I need to manually sync brands?
No, brands sync automatically when you connect your Zendesk API and whenever new brands appear in conversations.
Can I use different content for different brands?
Yes, use audiences to create brand-specific segments and configure different content for each brand, by assigning the audience.
Will existing conversations get brand information?
Historical ticket imports from Zendesk now include a brand if one exists. If you suddenly see more conversations in reports filtered by brand, you may need to add a "imported via standalone = false" filter to your report to exclude historal tickets.
How do I create brand-specific Messenger styles?
Go to Settings > Fin Messenger > Styles and select the brand you want to style.
How does Fin detect and use the correct brand?
Fin automatically selects the appropriate brand based on the URL where the conversation started. For example, if your Examply brand is associated with examply.io, then any conversation that starts on examply.io will use that brand.
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