# FIN

Use FIN to suggest a Screendesk recording when customers report a bug, issue, or unexpected behavior.

When the conversation reaches a human agent, the key context is already there. That can include the recording, repro steps, system info, console logs, and network activity.

{% hint style="info" %}
This page covers automatic suggestions in **FIN**. For manual agent workflows, use [Messenger editor (recommended)](https://docs.screendesk.io/helpdesk-integrations/intercom/messenger-editor-recommended), [Conversation sidebar](https://docs.screendesk.io/helpdesk-integrations/intercom/conversation-sidebar), or [Workflows](https://docs.screendesk.io/helpdesk-integrations/intercom/workflows).
{% endhint %}

### How it works

When a customer tells FIN that something is broken, not working, or behaving unexpectedly, FIN can suggest a Screendesk recording.

The customer records their screen and submits it. Screendesk then attaches the submission to the Intercom conversation so the next agent can review the issue with full context.

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FEJpCdat1oWfkZ28LtnDW%2FCleanShot%202026-04-03%20at%2008.10.08.gif?alt=media&#x26;token=5629ab1d-9aa8-4968-bbe9-041b3d8ea936" alt="" width="375"><figcaption></figcaption></figure>

{% hint style="info" %}

#### Requirements

Make sure:

* The Screendesk Intercom app is installed
* The Intercom integration is connected in Screendesk
* You have a Screendesk request link ready
* You know which customer email field Intercom should append to the link
  {% endhint %}

### 1 — Copy your Screendesk request link

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FlegpJdMhBUq5YY4NEfNO%2FCleanShot%202026-04-03%20at%2007.52.25%402x.png?alt=media&#x26;token=ff9743a4-fc51-430c-a675-1556887295e3" alt=""><figcaption></figcaption></figure>

{% stepper %}
{% step %}

#### Open Intercom settings in Screendesk

Go to the **Sidebar** in your Screendesk dashboard.
{% endstep %}

{% step %}

#### Copy the request link

Copy the **Screendesk request link** shown on the page. It looks like this:

```
https://app.screendesk.io/recordings/new?ak=ACCOUNT_KEY&key=USER_KEY&src=fin&p=1
```

You will reuse this link in every FIN training method below.
{% endstep %}
{% endstepper %}

### 2 — Write one standard reply

{% hint style="info" %}
Decide on the message first. Then reuse the same wording everywhere.
{% endhint %}

If FIN uses different wording each time, the experience becomes inconsistent. Write one short message and reuse it in Guidance, Custom Answers, and Snippets.

Example:

> We recommend sending a screen recording so we can see the issue from your perspective.
>
> Record your screen here: **\[Your Screendesk Link]**
>
> For best results, enable audio and talk through the steps that lead to the issue.

Replace **\[Your Screendesk Link]** with the link from Step 1.

Keep the wording simple. FIN is less likely to rewrite short messages.

### 3 — Define trigger phrases

{% hint style="info" %}
Start with common issue language. Then add phrases from real conversations.
{% endhint %}

FIN already understands natural language, but examples improve accuracy. Start with a short list, then expand it over time.

#### Common trigger phrases

Good starting points:

* *I'm facing an issue*
* *It doesn't work*
* *There is a bug*
* *I'm seeing an error*
* *This page won't load*
* *It crashes when I try to use it*
* *Nothing happens when I click*
* *This feature isn't working properly*
* *I think there's a glitch*

#### Product-specific phrases

Add phrases based on your product, workflows, and support history.

<details>

<summary>More examples for edge cases</summary>

* I keep getting an error message
* The app is behaving unexpectedly
* I followed the steps, but the issue is still there
* The layout looks broken on my screen
* When I click a button, nothing happens
* I can't replicate the issue consistently
* The workflow seems broken
* The software crashes when I perform a specific action
* I'm having trouble with a multi-step process
* The custom integration doesn't seem to work
* The product freezes at certain points
* Some elements are not displaying correctly
* It is still not working correctly
* Some elements overlap or disappear
* Search is not showing the results I expect
* The login flow is behaving differently
* I see different behavior across browsers
* My changes do not save
* Some links or buttons are unresponsive
* I'm experiencing inconsistent behavior
* It's not working as expected

</details>

### 4 — Train FIN

{% hint style="info" %}
Use all available training methods together for the best coverage.
{% endhint %}

#### A — Guidance

Use Guidance to tell FIN when to suggest Screendesk and what exact wording to use.

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2Ft3ar1Ngj9PQfvDifYA2T%2FCleanShot%202026-04-03%20at%2008.10.30%402x.png?alt=media&#x26;token=5f301257-6a8f-44ed-9e45-f0568a1d8975" alt=""><figcaption></figcaption></figure>

{% stepper %}
{% step %}

#### Open Guidance

In Intercom, go to **FIN → Train → Guidance** and create a new context guidance.
{% endstep %}

{% step %}

#### Add the rule

Use this template:

> If the customer reports a bug, issue, unexpected behavior, broken workflow, or error, suggest sending a screen recording with Screendesk: **\[Your Screendesk Link]**
>
> Common examples include: **\[Paste your trigger phrases from Step 3]**
>
> Always display this exact message: **\[Paste your wording from Step 2]**
> {% endstep %}

{% step %}

#### Append the customer email

Append the customer email to the Screendesk link using the Intercom email property. This keeps the recording tied to the correct customer.

Example:

`https://app.screendesk.io/recordings/new?ak=0ZMdwg&key=ldwcFA&ce={{customer_email_variable}}&src=fin&p=1`
{% endstep %}
{% endstepper %}

#### B — Create a Custom Answer

{% stepper %}
{% step %}

#### Create a new Custom Answer

In FIN, go to **Train → Custom Answers** and click **New Answer**.

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2F3W1YtGmpSOUtOSDBQU8H%2FCleanShot%202026-04-03%20at%2008.26.17%402x.png?alt=media&#x26;token=4e0dea71-df88-4567-88c4-820c3cf250d6" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

#### Add trigger questions

Add the trigger phrases from Step 3.

{% hint style="info" %}

* *I'm facing an issue*
* *It doesn't work*
* *There is a bug*
* *I'm seeing an error*
* *This page won't load*
* *It crashes when I try to use it*
* *Nothing happens when I click*
* *This feature isn't working properly*
* *I think there's a glitch*
  {% endhint %}

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2FD3y6alfZdjeuPGyhoyag%2FCleanShot%202026-04-03%20at%2008.19.13%402x.png?alt=media&#x26;token=919941b9-9d9a-4371-b5b4-e5762a0f0bd0" alt=""><figcaption></figcaption></figure>
{% endstep %}

{% step %}

#### Add the response

Paste the exact message from Step 2.

{% hint style="info" %}
We recommend sending a screen recording so we can see the issue from your perspective.

Record your screen here: **\[Your Screendesk Link]**

For best results, enable audio and talk through the steps that lead to the issue.
{% endhint %}
{% endstep %}

{% step %}

#### Add the Screendesk app

Under the answer flow, choose **Send an app** and select **Screendesk**.

This lets FIN send the Screendesk widget directly in the conversation.

<figure><img src="https://3820804400-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FfW6XSzJSKsNyZnOkSJPt%2Fuploads%2Fn2VOyNa1XLazHk7ELJep%2FCleanShot%202026-04-03%20at%2008.22.56%402x.png?alt=media&#x26;token=493a3d44-ec5b-489b-a9aa-e64565df87e4" alt=""><figcaption></figcaption></figure>
{% endstep %}
{% endstepper %}

#### C — Create a Snippet

{% stepper %}
{% step %}

#### Create a new Snippet

In FIN, go to **Train → Content** and click **Create a Snippet**.
{% endstep %}

{% step %}

#### Add the snippet content

Use this template:

> If the customer reports a bug, issue, unexpected behavior, broken workflow, or error, suggest sending a screen recording with Screendesk: **\[Your Screendesk Link]**
>
> Common examples include: **\[Paste your trigger phrases from Step 3]**
>
> Always display this exact message: **\[Paste your wording from Step 2]**
> {% endstep %}
> {% endstepper %}

#### D — Review Unresolved Questions

Check **Unresolved Questions** in Intercom for messages where FIN was not confident.

Use those messages to find missed trigger phrases and add better examples.

For example, if an unresolved message is:

> *"I'm trying to set up a workflow but it's not doing what I expect."*

Add it as a training example and route it to a screen recording prompt.

### 5 — Test the flow

Run a quick end-to-end test:

1. Send FIN a realistic issue report
2. Confirm FIN suggests Screendesk
3. Submit a test recording
4. Confirm the recording appears in the conversation
5. Confirm the correct customer is attached

### Best practices

* Use the same wording in every training method
* Start with specific trigger phrases, then expand slowly
* Exclude non-technical topics like billing or account access
* Review unresolved questions regularly
* Append the customer email to the Screendesk link
* Test after every major change to FIN training

### Troubleshooting

<details>

<summary>FIN doesn't suggest a recording when it should</summary>

* Add the customer's exact phrasing to your trigger list
* Make sure Guidance, Custom Answers, or Snippets are active
* Review unresolved questions for missed patterns
* Add more examples of how customers describe product issues

</details>

<details>

<summary>FIN suggests a recording at the wrong time</summary>

* Narrow the trigger phrases
* Add exclusions in Guidance
* Do not use generic triggers like *I have a question*
* Use Custom Answers where you need tighter control

</details>

<details>

<summary>FIN changes the wording each time</summary>

* Tell FIN to display the **exact** message
* Use the same message in Guidance, Snippets, and Custom Answers
* Keep the message short so it is less likely to be rewritten

</details>

<details>

<summary>The recording link doesn't include the customer email</summary>

* Append the Intercom email property to the link
* Check the link format: `https://app.screendesk.io/recordings/new?ak=0ZMdwg&key=ldwcFA&ce={{customer_email_variable}}&src=fin&p=1`
* Make sure the value is dynamic, not hardcoded

</details>

<details>

<summary>The recording doesn't appear in the conversation</summary>

* Wait 1–2 minutes and refresh the conversation
* Verify the Intercom integration is still connected in Screendesk
* Check whether the recording exists in Screendesk but was not linked
* Contact support if recordings consistently fail to attach

</details>