When you use Fin for Salesforce, it's common to notice that the number of Salesforce Cases in your org doesn't match the total conversation volume shown in Fin's reporting. This article explains why, identifies the source of truth for each metric, and shows how to reconcile Fin's Support Performance dashboard with your Salesforce data.
Why Salesforce Cases ≠ total conversation volume
A Salesforce Case is created only when Fin hands a conversation off to your team, not for every conversation Fin is involved in. This means the Case count in Salesforce always represents a subset of Fin's total activity.
Here's what drives that difference:
Resolved conversations don't always create a case. When Fin resolves a query, a case may or may not be created in Salesforce depending on how your workflow is configured. If you haven't enabled "Create Salesforce case on resolution", resolved conversations are handled entirely within Fin and never appear as cases.
Escalated conversations create a case. When Fin can't answer and hands off to your team using "Hand-off to team in Salesforce", a case is created and assigned to your configured Salesforce Queue or User. These are the conversations where FinResolutionState is set to "Routed to team".
Abandoned conversations may not create a case. If a customer leaves before Fin can respond, no case is created in Salesforce unless your workflow explicitly handles this path.
Note: The number of Salesforce Cases will always be less than or equal to Fin's total conversation volume. A gap between the two is expected as it reflects conversations that Fin resolved without needing to involve your Salesforce team.
Source of truth for each metric
Different metrics live in different places. Use the right source for each.
What you want to measure | Source of truth | Why |
Total conversation volume (all conversations Fin handled) | Fin's Support Performance dashboard → New conversations | Captures all conversations Fin was involved in, regardless of outcome |
Escalated / handed-off conversations | Salesforce Cases or Fin's Support Performance dashboard → Routed to team rate | Cases are only created for escalated conversations (unless you've enabled case creation on resolution) |
Resolution rate, answer rate, deflection rate | Fin's Support Performance dashboard | These metrics are calculated by Fin and are not available natively in Salesforce reporting |
Fin's resolution state per case | Salesforce → FinResolutionState field on the Case object | Fin writes this field automatically on each case sync |
How to reconcile Fin's dashboard with Salesforce data
If you're comparing numbers across both platforms, here's the recommended approach.
Step 1: Check your conversation volume in Fin
In the Fin platform, go to Analyze > Custom Report. The New conversations chart shows The number of all new inbound and outbound conversations during the selected date range. This is your primary source of truth for volume.
You can also see the same total support volume in the Support Performance dashboard below the Automation Rate metric.
Note: A conversation counts as "new" only when the first genuine message from the customer is received during the selected date range. For Salesforce Cases, this means the case must have been assigned to Fin and Fin must have had the opportunity to respond.
Step 2: Check your escalated conversations in Salesforce
In Salesforce, filter Cases where FinInvolved is true. You can further segment by FinResolutionState to separate resolved conversations from escalated ones:
Soft Resolution — Fin provided an answer and the conversation ended without further escalation
Hard Resolution — the customer explicitly confirmed their issue was resolved
Routed to team — Fin escalated the case to a human teammate
Abandoned — the customer left the conversation or did not respond
Step 3: Cross-reference the numbers
The Salesforce case count where FinResolutionState = Routed to team should closely match the Routed to team count in Fin's Support Performance dashboard, for the same date range.
The total New conversations in Fin will be higher than your total Salesforce case count if Fin resolved conversations without creating a case. This is the most common reason for a discrepancy.
Tip: If you want every Fin conversation to appear as a Salesforce case — including resolved ones — enable "Create Salesforce case on resolution" in your Fin workflow. This will bring your case count in line with Fin's total conversation volume.
FAQs
Why does the same day's conversation total change when I look at it on different days?
Why does the same day's conversation total change when I look at it on different days?
Fin's conversation metrics are calculated live each time the report loads, using the most current data. A past day's total can shift if conversations that were in progress at midnight are finalized and counted. Once a day has fully closed the total is stable.
Why is my Salesforce case count much lower than Fin's conversation volume?
Why is my Salesforce case count much lower than Fin's conversation volume?
This is expected. Cases are only created when a conversation is escalated to your team (or when you've enabled case creation on resolution). The gap reflects conversations that Fin resolved directly which is a sign Fin is working as intended. Check your resolution rate in Fin's Support Performance dashboard to confirm.
Can I report on all Fin metrics directly in Salesforce?
Can I report on all Fin metrics directly in Salesforce?
Partly. The FinInvolved and FinResolutionState fields are written to every case Fin touches, so you can use Salesforce Reports to segment cases by resolution state. However, rate metrics like resolution rate, answer rate, and deflection rate are calculated by Fin and are only available in Fin's custom reporting. For a full picture of Fin's performance, use Fin's native reporting.
What counts as a "genuine customer message" for reporting purposes?
What counts as a "genuine customer message" for reporting purposes?
A conversation is counted in Fin's total volume only when the customer sends a genuine message (not an automated or system-generated entry). A case that is assigned to Fin but where the customer never replies does not count toward total conversation volume.
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