Solidroad + Fin Integration Guide

Automatically evaluate your Fin chat tickets and phone conversations using Solidroad's scorecards. This guide walks you through connecting Intercom, then running quality assurance (QA) on your conversations at scale.

What the Fin integration does

The Fin integration pulls chat tickets and phone conversations directly from Fin into Solidroad, where they can be scored automatically against your customised scorecards.

You can build scorecards to evaluate:

• Soft skills, such as empathy, tone, and rapport

• Technical accuracy

• Process adherence

• Any other team-specific criteria

Because you can run bulk evaluations, you can score hundreds or thousands of conversations in a single session - surfacing performance insights, coaching opportunities, and trends across your whole support team.

Step 1: Turn on the Fin integration

Enable Fin from within Solidroad so it can request access to your conversation data.

What to do:

1. Log in to Solidroad.

2. Go to the Integrations tab in the bottom-left corner of the main navigation.

3. Find Fin and toggle it on.

Step 2: Authorise the connection

Approve Solidroad's access to your Fin conversation data.

What to do:

1. When the access prompt appears, review the conversation data being requested and continue.

2. You'll be redirected to Fin — sign in and approve the integration.

3. You'll return to Solidroad, where the toggle now shows as active, confirming the connection is complete.

How to run QA on Fin conversations

Solidroad can score both Fin chat tickets and phone conversations.

Step 3: Start a new bulk evaluation

Create the evaluation that will pull in and score your conversations.

What to do:

1. Go to the Quality tab in Solidroad.

2. Click Create Evaluation.

3. Enter a name for your evaluation.

4. Confirm that Fin is selected as the source - it may be preselected by default.

Step 4: Choose a scorecard

Decide which criteria the conversations will be measured against.

What to do:

1. Select an existing scorecard, or create a new one.

Step 5: Filter your conversations

Narrow down which conversations are included in the evaluation.

What to do:

1. Define your filter conditions (for example, date range or channel).

2. Optionally, on the second step, use custom attributes to refine the set further - for example by topic, tag, or priority.

Step 6: Select the agent and analyse

Tell Solidroad which agent to score, then run the evaluation.

What to do:

1. On the final step, specify which agent should be scored when multiple agents were involved in a single conversation.

2. Click Analyze. Processing may take a few moments depending on the volume of conversations.

Reviewing evaluation results

Once the evaluation completes, you'll see a three-panel layout:

• The left panel lists every conversation included in the evaluation.

• The middle panel shows the full Fin conversation - messages, internal notes, and any recorded events or actions.

• The right panel shows the auto QA results: the overall score, breakdowns by scorecard section, first response time, handling time, and suggested improvements with specific examples.

Troubleshooting

• No Fin toggle in the Integrations tab? Confirm your Solidroad user role has integration permissions.

• Authorisation failed? Make sure you're logged into the correct Fin admin account.

• No conversations appearing? Review your filters and conditions - widen the date range or loosen filters so they match your current Fin data.

Now that Fin is connected, you can score conversations in bulk, track performance, and turn insights into coaching.

If you have any further questions or need assistance, please refer to our support resources or contact the Solidroad team via the Get Help tab within the platform.