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Need help for building FIN AI Agent

  • May 13, 2025
  • 1 reply
  • 103 views
P

Hi,

We’re trying to create a FIN AI agent for user interaction on our product support. We want to achieve the following - 

  1. Create a ticket in Intercom and mark it as auto-closed if the person’s issue is resolved already. If the issue is not resolved, ask the person about his/her location and phone/email.
  2. After a ticket gets created and our agent is about to close, it should have the ability to pick and choose options for closure, like via phone, via text, via video.

Best answer by Paul B12

Hi ​@parth_m3 Paul here from Support Engineering.

1. Auto-close if resolved:
Fin can close cases automatically when the customer confirms their issue is resolved. Tags like fin-soft-resolution or fin-hard-resolution are applied for tracking.

2. Collect info if not resolved:
If Fin can’t help, you can customize the fallback to ask for location, phone, or email this can be done via a Fin workflow or in the Salesforce handoff settings.

3. Closure options (phone/text/video):
Fin doesn’t support resolution type buttons by default, but you can simulate this by adding buttons in the workflow before closing each button can apply a tag like resolved-via-phone.

Let me know if you’d like help setting this up!

1 reply

Paul Byrne
Intercom Team
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  • Paul ByrneIntercom Team
  • Intercom Team
  • 116 replies
  • Answer
  • May 18, 2025

Hi ​@parth_m3 Paul here from Support Engineering.

1. Auto-close if resolved:
Fin can close cases automatically when the customer confirms their issue is resolved. Tags like fin-soft-resolution or fin-hard-resolution are applied for tracking.

2. Collect info if not resolved:
If Fin can’t help, you can customize the fallback to ask for location, phone, or email this can be done via a Fin workflow or in the Salesforce handoff settings.

3. Closure options (phone/text/video):
Fin doesn’t support resolution type buttons by default, but you can simulate this by adding buttons in the workflow before closing each button can apply a tag like resolved-via-phone.

Let me know if you’d like help setting this up!


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