This article relates to using the SendSafely App with Fin Standalone (not using Intercom). For instructions on how to use SendSafely with Fin and Intercom click here. 

Installing SendSafely App

The process for installing the SendSafely app is the same as it is when using Intercom. The instructions for installing the app can be found in the "How to set up the app" section of this article.

Accessing the Workspace UI  

In order to build a workflow that uses the SendSafely app with Fin Standalone, you must access the Intercom Workspace UI. The Workspace UI is only available when accessing your workspace from the Intercom Developer Hub. If you don't have a Developer Hub account you can sign up for free at https://app.intercom.com/a/apps/_/developer-hub.

NOTE: You should log out of your Fin Standalone instance before using the above URL to create a developer hub account, otherwise the link will redirect you into your existing Fin Standalone tenant. 

Once you are logged into the Developer Hub, you should see the "Your Apps" listing screen as shown below.

If you do not see your Fin Standalone workspace in the list, you may need to press the "New App" button in the bottom left corner of the screen and create a new temporary app in your workspace. 

Once you access your Fin Standalone instance from the Developer Hub, you'll see a different navigation menu along the left side of the page as shown below. 

Create or Edit your Fin Task/Procedure or Workflow  

The Workspace UI lets you build and edit Workflows and Fin Tasks/Procedures with additional options not present in the Standalone Fin UI. At any point in the Task/Procedure or Workflow you can use the "Send an App" option to insert the SendSafely "Open Secure Upload" button into the conversation. 

The example below shows a very simple Fin Task that is invoked when the user says "I need to verify my account". 

Installing the Intercom Dropzone Connector 

The Intercom Dropzone Connector is an AWS Lambda function that will bridge the connection between Intercom and SendSafely. You can email support@sendsafely.com to request the CloudFormation Template to install the connector. Instructions on how to install and configure the connector can be found here. 

Using SendSafely with Fin Standalone after Handoff/Escalation 

If you want to use the SendSafely App with Fin after performing a handoff or escalation to another platform, you'll need to perform some additional configuration steps. 

Handoff to Zendesk 

In this example we show you how to configure the app after doing a handoff to Zendesk. For other platforms the instructions may vary. If you are using Zendesk for handoff to human agent you can follow the configuration steps below. At a high level this flow:

• Creates a macro that adds a tag to the conversation (initiate_sendsafely_upload) 
• Creates a trigger that invokes a webhook when the tag is added  
• Creates a workflow in Intercom that gets triggered by the webhook, which inserts the SendSafely app into the conversation 

Note that this example assumes that the user has been authenticated to the Zendesk widget using a JWT token. More information on configuring JWT with the Zendesk widget can be found here. 

Steps to Configure within Zendesk

1. Create a webhook in Zendesk

• Navigate to "Webhooks" in the Zendesk Admin Center and press New.
• Give the webhook a name and description of your choice (ie Intercom Connector) 
• In the "Endpoint URL" put in the "WebhookUrl" from the deployment of Cloud Formation template
• Select "Request method" as POST
• Select "Request format" as JSON
• Press Save

2. After you create the webhook take the "Secret Key" of the webhook and paste it into the "zendesk_webhook_secret" placeholder in AWS Secrets Manger. 

3. Create a new trigger in Zendesk to invoke the webhook: 

• Give it a name and description of your choice.
• Select "Notifications" as trigger category.
• For "Conditions":
  • For Category select "Ticket > Tags", for operator select "Contains at lease one of the following" and for value enter "initiate_sendsafely_upload"
  • Click "Add condition" and for category select "Ticket > Ticket", for operator select "is" and for value select "Updated"

• For "Actions"
  • For category select "Notify by > Active Webhook" and for value select the webhook we created above.

  • For the payload/body please paste in:

    {
      "conversation_id": "{{ticket.external_id}}",
      "requester_email": "{{ticket.requester.email}}"
    }

• Press "Add action" under actions:
  • For category select "Ticket > Remove tags" and for value type in "initiate_sendsafely_upload". Press enter.

• Press Save.

4. Create a macro that will add a tag in Zendesk ticket.

Steps to Configure in Intercom

After you follow the steps to access extended features in intercom standalone by following the initial steps outlined in the article follow the steps below:

1. Navigate to Fin AI Agent > Workflows.
2. Select "New Workflow > Create from Scratch".
3. Select "During Conversation" and select "When customer sends any message".
4. For the step select branches:
   • For the if block select message content contains [File Upload Request]
   • For else condition end the flow.
5. For the if block follow the screenshot. Send a message that says "Please use the button below to upload your files". Then send the SendSafely App using the send the app block and any other message that you would like to send.

Testing the Macro 

When the human agent needs to request a file from Zendesk they can use the macro which will trigger the flow to send the Sendsafely app to the intercom conversation. The end users can then use the SendSafely app to upload files to the conversation.

If you are having issues or need assistance configuring this integration, contact success@sendsafely.com.