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Resolution bot and Workflows

  • October 8, 2023
  • 1 reply
  • 367 views
R

Hi,

I sit possible to use “Let Fin answer” option in the Resolution bot? 

 

Right now, for the custom answers I am writing, there is a path that I have defined. 

I want to close the conversation once the customer has repsonded to “That helped”

In resolution bot, the path takes me to standard answers

In the Workflow with the trigger,  https://www.intercom.com/help/en/articles/4134615-customer-opens-a-new-conversation-in-the-messenger#h_c6b42fc0bb

how do make sure that the actions that I have defined in the Workflow flow inyto the Resolution bot

Best answer by Jennifer K

Hi @Radhika TK 

Jennifer here from Customer Support
 

If you’re used to Intercom’s former automation settings, you may run into some new terminology in Fin's settings! Here’s what has changed:

 

  • Resolution Bot is now just called Fin, with the capability of both AI answers (powered by a mix of AI models and your Help Center content) and Custom Answers (written directly by you):

image.png

  • Any previous Resolution Bot answers you had written will now be found under Custom Answers.

  • Unanswered questions will appear under Custom Answers. You can also find your unanswered questions in the Fin report (Reports > Customer Support > Fin).

    Do you mean how to add Fin to a Workflow? You can add Let Fin answer as below 👇🏻
     

    I’ve also added a helpful article which explains how to use Fin alongside other automations: https://www.intercom.com/help/en/articles/7837520-using-fin-profiles-alongside-other-automations#h_347003ed56

    Let me know if this is what you’re looking for or you meant something else?

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    Jennifer K
    Intercom Team
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    • Jennifer KIntercom Team
    • Intercom Team
    • 984 replies
    • Answer
    • October 10, 2023

    Hi @Radhika TK 

    Jennifer here from Customer Support
     

    If you’re used to Intercom’s former automation settings, you may run into some new terminology in Fin's settings! Here’s what has changed:

     

    • Resolution Bot is now just called Fin, with the capability of both AI answers (powered by a mix of AI models and your Help Center content) and Custom Answers (written directly by you):

    image.png

    • Any previous Resolution Bot answers you had written will now be found under Custom Answers.

    • Unanswered questions will appear under Custom Answers. You can also find your unanswered questions in the Fin report (Reports > Customer Support > Fin).

      Do you mean how to add Fin to a Workflow? You can add Let Fin answer as below 👇🏻
       

      I’ve also added a helpful article which explains how to use Fin alongside other automations: https://www.intercom.com/help/en/articles/7837520-using-fin-profiles-alongside-other-automations#h_347003ed56

      Let me know if this is what you’re looking for or you meant something else?

    Jennifer | Technical Support Specialist

    Reply


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