How does Fin integrate with Salesforce?

What is Fin?

Fin is the highest performing AI Agent for customer service, built to resolve even the most complex queries, on every channel. Fin integrates seamlessly with any helpdesk, so you can automate support without changing your setup. Fin doesn’t just answer questions—it takes action. From refunds and account changes to technical troubleshooting, Fin handles entire workflows from start to finish, with speed and reliability.

Fin can resolve all types of complex queries, across all customer channels, thanks to a continuous improvement loop called the Fin Flywheel. Train Fin on your Procedures, knowledge, and policies, test performance before launch, deploy across every channel, then analyze and improve with AI-powered Insights—so every query is resolved accurately and consistently.

How does Fin integrate with Salesforce?

Fin integrates seamlessly with Salesforce—reading and updating data, following your routing and automation rules, and working within your existing setup to deliver accurate, on-brand support.

Fin uses the Salesforce data you choose to share to generate accurate responses, and writes updates—like field changes, transcripts, and summaries—back to the fields you’ve approved.

Fin uses your existing knowledge base articles, case fields, contact records, and Flows to deliver accurate, personalized responses, without any disruption to your current setup or processes.

Fin’s integration with Salesforce also means it can analyze historical Cases and Live Chats to power Fin Insights, helping you monitor performance, explore Topics, and optimize Fin.

How to configure Fin and Salesforce

1. Set up seamless hand-offs to your Salesforce agents

You control when and how Fin hands off to your team. Every hand-off includes the full conversation transcript, field updates, and a summary—so agents have all the context they need to respond quickly and effectively.

2. Configure Fin to follow your existing workflows

Fin follows your routing logic and Salesforce rules to triage, escalate, or resolve cases. Whether it’s handing off live or creating a new case, it uses the fields and values you define.

3. Customize Fin for your brands, teams, and customer tiers

Use synced Salesforce data to configure Fin by customer segment, support tier, or region—so every experience is tailored and on-brand.

4. Enable omnichannel automation across Salesforce

Fin works across key Salesforce channels — including email, web, and chat—so every customer gets faster, personalized support, no matter how they reach out.

• Salesforce Cases: Fin responds directly to cases assigned through your rules or Flows. It can handle any case — whether it comes in via email or a web form.
• Fin Messenger: Fin handles live chats on your website or app. Based on your support logic, it can hand off to a live agent or convert the conversation into a Salesforce case — with all the context your team needs to respond effectively.
• Fin Voice: Connect Fin with your telephony system to deliver natural, AI-powered voice support. Calls are logged as Cases in Salesforce, complete with summaries and metadata for reporting.

5. Empower your agents with Copilot for Salesforce

Copilot is a personal AI assistant embedded directly in Salesforce Service Cloud. It gives agents instant access to trusted answers, content suggestions, and relevant case insights — so they can resolve issues faster, reduce manual effort, and stay focused on high-value conversations.

FAQs

Does Fin require migration to integrate Salesforce?
No. Fin can connect directly to your existing Salesforce setup—no migration needed. It works seamlessly with your current workflows, routing, and data, so you can start resolving queries in under an hour.

How does Fin work with my human support team?
Fin collaborates seamlessly with your agents. It triages conversations, creates tickets, and escalates to humans when needed—always providing full transcripts, summaries, and field updates so agents have context and can respond faster.

Does Fin integrate with other platforms?
Yes. Fin works with any helpdesk. You can set up Fin with your existing helpdesk or as part of the Intercom Customer Service Suite—with support for additional platforms and custom channels. Read more about the Fin and Salesforce Integration here and the Fin and Zendesk integration here.