Overview

Fibi AI Attributes let you use AI-detected conversation attributes, such as issue type, urgency, sentiment, or product area, to automate support Workflows and organize conversations in the Inbox.

When Fibi takes part in a conversation and detects an attribute value, the value is saved as a conversation attribute. You can use that value in later Workflow steps, Inbox filters, saved views, and conversation attribute columns.

Use Fibi AI Attributes in Workflows

Fibi AI Attributes let you use AI-detected conversation attributes to automate routing and follow-up actions in Workflows. When configured correctly, Fibi detects the relevant attributes during the conversation and makes them available for later Workflow steps, including branches.

1. Set up Fibi AI Attributes
   Configure the Fibi AI Attributes you want Fibi to detect, such as Urgency, Issue type, Topic, or Product area. These determine what Fibi analyzes during customer conversations.

2. Add Fibi to your Workflow

   • Go to Automations → Workflows to create/edit a workflow

   • Add a “Let Fibi handle step” in your workflow. Fibi automatically detects the configured attributes during this block, no separate “Detect attribute” step is required.

   
   Important: Fibi AI Attributes can only be detected after Fibi takes part in the conversation, not before or without Fibi. This is what gives Fibi the conversation context it needs to classify the attribute.

3. Triage based on Fibi AI Attributes

   After Let Fibi answer, add a Branch step.

   • Set the branch condition to one of your Fibi AI Attributes by searching for the attribute name

   • Define what should happen next. For example:

     • If Issue type is Billing, assign the conversation to your billing team

     • If Urgency is High, mark the conversation as priority

     • If Product area is Integrations, set another conversation attribute or route the conversation to the right team

   

Use detected values in later Workflow actions

After branching on a detected value, you can use normal Workflow actions to continue routing or categorizing the conversation.

Common follow-up actions include:

• Assigning the conversation to the right teammate or team

• Marking the conversation as priority

• Adding or removing conversation tags

• Setting another conversation attribute

• Adding an internal note for teammates

For example, you could create a Type of query attribute with values like Billing, Bug report, and Feature request. After Let Fibi answer, add a branch where Type of query is Billing, then assign those conversations to your billing team.

Use Fibi AI Attributes in the Inbox

Detected Fibi AI Attribute values are saved as conversation attributes, so your team can use them in the Inbox like other conversation data.

Review and update detected values

Open a conversation in the Inbox, then check “Conversation attributes” in the right sidebar.

If Fibi selected the wrong value or a teammate has more context, the teammate can update the value manually, like any other conversation attribute.

Fibi does not overwrite values set by a teammate or a Workflow. If Fibi previously detected a value, it can update that AI-detected value later as the conversation changes.

Create custom Inbox views based on detected attributes

Use detected Fibi AI Attributes in the Inbox to create custom inbox views to organize conversations around what Fibi detected.

For example, you could create views for:

• Urgency is High

• Issue type is Billing

• Sentiment is Negative

• Product area is Integrations

This helps your team find conversations that need a specific queue, teammate, or follow-up process.