Intercom Fin for customer support

What do you need to use this feature

To use this feature, you need:

1. A paid plan for BetterBugs (Team or Enterprise)

2. BetterBugs Intercom app installed in your Intercom Workspace

3. Fin AI Agent within Intercom to add custom workflow steps

4. Web Channel in Fin Agent (customer facing web chat interface)

How does the Intercom Fin AI integration work

First, you need to integrate BetterBugs and Intercom. Once you’ve connected, the BetterBugs Intercom app can be plugged in with your Fin AI Agent workflow to handle customer queries.

Now, when a customer sends any message on your Fin-based support chat interface, based on the query or the issue that the customer faces, you can add a step within Fin Agent to auto-request a screen recording though a recording link (powered by BetterBugs).

Once the user submits the screen recording, you can get the visual proof, complete context, and technical details of the user issue as a perfect bug report within your BetterBugs dashboard. And this enables Fin to gather maximum context and information in an automated way before the conversation gets transferred to a human support team member for further analysis and resolution.

Steps to add BetterBugs Intercom app to your Fin workflow

Here’re the steps to create a workflow from scratch within Fin AI for BetterBugs Intercom app integration. You can follow similar steps to add the app to your existing workflow.

1

Open Fin AI Agent

In your Intercom app, click “Fin AI Agent”.

2

Create a new workflow

To create a new workflow, click Workflows > + New workflow > Create from scratch

3

Select a trigger

For instance, select “When customer sends their first message”.

4

Set channel as web

For Channels, select “Web” (currently, iOS and Android not supported).

5

Configure path(s) and select “Send an app”

Add custom messages and set rules for the path(s). Now, for the reply action, select “Send an app”.

6

Add BetterBugs app

Now, select the BetterBugs app from the list of options.

7

Click “Configure”

NOTE: This option will only show if you’ve already set custom domain(s) for your recording links (to capture technical logs with the recording).

Next, click “Configure” to select a domain for capturing technical details.

8

Select domain

Select a domain for your custom recording link.

9

Finalize

This successfully adds the BetterBugs app to the Fin AI. Users can now automatically receive a request to “Start Recording” (coming from the BetterBugs app).

From here, you can configure the next steps.