Hello!

I’m working on integrating Fin AI to our queries handling.

When conversations are handled by a teammate, we use a custom attribute “Subject Line” to ‘tag’ the query and report on volumes each week. Subject Lines would look like this:

hAccount] Login issue, gAccount] Change Email Address

rBilling] Refund Request

uGeneral] Query / Premium, /Feedback] Content

etc etc

If I want Fin to handle tickets, how can I get it to tag the conversation based on its content? either via our Subject Line attribute or via tags

At the moment, we have a workflow where users select what they want to talk about with buttons (“Question about my account”, “Help with my subscription”, “Share feedback”, “Something else”). Subscription queries go through Fin, the rests goes to a teammate. I’d like to open “Something else” to Fin AI too but I’d need to be able to tag the conversations properly to create usable data.

What’s the best practices here? What have you found the most helpful?