Configuring AI-Driven Data Collection with SendSafely for Intercom and Fin

Overview

This article will show you two different “handsfree” ways to configure SendSafely with Intercom, so that you can collect sensitive information from your end users via our Intercom App without requiring the intervention of a human support agent. For a quick video overview of this integration, click here.

There are at least two different ways you can set up this integration: one leverages the Fin AI Agent, the other relies on Intercom Workflows. Note that both paths are complemented by our Intercom Dropzone Connector.

Fin AI Agent

You can instruct Fin to serve up the SendSafely Intercom App to your end users using Intercom’s Custom Answers feature.

Step 1.

To create a Custom Answer in Intercom, select AI & Automation from the lefthand sidebar. Select Custom Answers, then click New answer.

Step 2. Choose your language.

Step 3. Choose your questions.

Consider what sorts of questions you’ll want to respond to with the SendSafely Intercom App. Intercom suggests entering a minimum of 10 examples to train Fin on. Typically, you’d want to serve up our Intercom App whenever you need to collect sensitive information from an end user, so you might consider the following examples to help get you started:

• How can I upload my passport and driver’s license?
• How do I send you a screenshot of a bug?
• How should I provide my SSN or credit card number? 

Step 4. Create your answer.

The specifics of your Answer may vary, but the initial path should follow this general pattern:

1. Display a text response to the end user, instructing them to provide their email, e.g., “Great question! First, please provide your email:”
2. Click Add step, then View more, and select Collect data. Choose Email from the “Select an attribute” dropdown.
3. Click Add step, then Send an app. Select SendSafely.

For clarity, you might choose to add additional messaging between items B and C, instructing your end user to upload files and add a secure message via the SendSafely Intercom App. Once you’ve collected the files and/or message, you might provide text confirmation to the end user, assign them to an agent or team, or ask for feedback–it’s entirely up to you.

Step 5. Choose your audience.

Step 6. Turn on the Custom Answer.

Select Set it live.

Now when an end user chatting with Fin asks a question matching the examples you’ve chosen in Step 3, you’ll automatically provide that end user with the SendSafely Intercom App, where they can upload sensitive information for access by your Dropzone recipients, while keeping that information end-to-end encrypted and outside of–but available from–the Intercom chat.

Note that while the Tasks feature of the Fin AI Agent is in Beta at the time of this writing, it is likely to replace Custom Answers. We’ll update our guidance accordingly, but this integration should work in roughly the same way.

Workflows

You can create a workflow via flowchart that, under specified circumstances, will serve up the SendSafely Intercom App to your end users using Intercom’s Workflows feature.

To create a Workflow in Intercom, select AI & Automation from the lefthand sidebar. Select Workflows. From here, you can add SendSafely to an existing workflow. Alternatively, you can create a new workflow–from a template, or from scratch using a trigger–from which to leverage SendSafely.

For the purposes of this article, we’ll assume you already have an existing workflow, and you want it to handle scenarios in which you’ll need to collect sensitive information from your end users.

Step 1. Edit your workflow

Select the workflow you want to integrate SendSafely with, then click Edit. Choose which end user behaviors will lead them to SendSafely. For instance, you might add a Reply button, give it text such as “I need to upload a file,” and connect it to a new path step. 

Step 2. Insert the SendSafely Intercom App.

Create a path step following this general pattern:

1. Display text instructions to the end user, asking them to provide their email, e.g., “First, please provide your email:”
2. Click Add step, then View more, and select Collect data. Choose Email from the “Select an attribute” dropdown.
3. Click Add step, then Send an app. Select SendSafely.

For clarity, you might choose to add additional messaging between items B and C, instructing your end user to upload files and add a secure message via the SendSafely Intercom App. Once you’ve collected the files and/or message, you might provide text confirmation to the end user, or assign them to an agent or team–it’s entirely up to you.

Step 3. Save your changes

Click Save.

Now when an end user going through your workflow selects an option that indicates that you’ll want to collect sensitive information from them, you will automatically provide that end user with the SendSafely Intercom App, where they can upload end-to-end encrypted files and secure messages for access by your Dropzone recipients, while keeping that sensitive information outside of–but available from–the Intercom chat.

We’ve walked through two different ways to configure SendSafely with Intercom that will enable you to collect sensitive information from your end users without requiring the intervention of a human support agent. One way leveraged Intercom’s Fin AI Agent, the other, Intercom’s Workflows. If you have questions about either, would like to schedule a demo, or wish to configure them for your SendSafely Business or Enterprise portal, please reach out to your account representative!