Fin AI Agent can resolve a large percentage of your support tickets, emails, and messages on Freshworks. Fin delivers performance for complex questions while remaining straightforward to set up, creating a better experience for your teammates and your customers.

How it works with your platform

You can set up Fin on Freshworks in four steps to start answering questions immediately:

Sync your Freshdesk knowledge base articles.
Connect to Freshdesk using your API key.
Connect to Freshchat using your API key and RSA public key (optional, for live chat and Fin Messenger).
Deploy Fin and define how it interacts with customers and escalates to your team.

Note: Freshdesk and Freshchat are separate systems with separate credentials. You can connect one or both depending on your setup.

Freshdesk ticket flow

When a customer sends an email or submits a web form, the following workflow occurs:

Assignment: A ticket is created in Freshdesk and assigned to your dedicated Fin agent via an automation rule.
Handshake: Freshdesk triggers a webhook to Intercom.
Resolution: Fin fetches the ticket, syncs relevant customer data, and provides a response.
Sync-back: Fin’s reply is synced directly to the Freshdesk ticket.
Escalation: If Fin cannot resolve the issue, the ticket status is set to Open, the Fin assignee is cleared, and the ticket is routed back to your human agent queue.

Fin Messenger with Freshchat handoff

When a customer uses the Fin Messenger on your website or app:

Initial Chat: Fin handles the conversation entirely within Intercom. The conversation does not appear in Freshchat unless an escalation occurs.
Escalation: If a human is needed, the conversation is synced to Freshchat and assigned to your configured agent group.
Teammate Pickup: Your teammate picks up the conversation in Freshchat with the full Intercom transcript already visible.

Fin Messenger with Freshdesk ticket handoff

If you use both systems, you can configure the Fin Messenger to create a Freshdesk ticket on escalation instead of a live Freshchat message. This is ideal for teams that prefer asynchronous support.

Fin escalates and triggers the Handoff to ticket step in your workflow.
A new Freshdesk ticket is created containing a full transcript of the conversation.
The Freshchat conversation is resolved.
The ticket remains open in Freshdesk for a teammate to pick up. Future responses reach the customer via email.

Branding your AI agent

Fin responds using the name of the Freshworks agent assigned to it. To provide a branded experience, we recommend naming your dedicated Freshworks agents "Fin AI Agent" or "[Company Name] AI."

FAQs

Does Fin respond in the customer's language?

Yes, Fin detects the language of the customer's message and responds in the same language, as long as your knowledge sources contain relevant content.

What happens to a Freshdesk ticket when Fin can't resolve it?

If Fin cannot resolve the issue, the ticket status is set to Open, the Fin assignee is cleared, and the ticket is routed back to your human agent queue for a teammate to pick up.