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Integrations Glia

Integration · Customer service

Glia + Finn.

Glia integration with Finn. Glia provides customer communication and contact center tools for financial institutions.

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The work behind the connection

What you can do with Glia.

Glia provides customer communication and contact center tools for financial institutions.

Answer an authenticated account-service question

Finn completes a routine account-information conversation using the bank's approved sources, keeping Glia as the engagement channel and the connected banking system as the record authority.

Typically handled byBank or credit union service desk

Starts when

An authenticated customer asks about account activity or a recorded service event.

What Finn handles

  1. Use the bank's existing verification flow to establish which customer and account the conversation may access.
  2. Retrieve the permitted account or transaction information from the connected core banking system, such as Temenos.
  3. Explain the recorded facts and guide the customer through the applicable published service procedure.
  4. Confirm the question is answered and write the interaction outcome to the connected Salesforce service record.

The result

The customer receives an account-specific answer and the bank retains a service record without granting unsupported account access.

Help a customer complete a digital application step

Finn guides the customer through routine application work, collects the missing operational information, and records completion of the step while leaving lending and eligibility decisions with the bank.

Typically handled byDigital application support team

Starts when

A customer becomes stuck in an online account-opening or loan-application journey.

What Finn handles

  1. Identify the application and the exact incomplete step through the bank's approved application connection.
  2. Explain the published requirement and guide the customer to the application's authorized form or document submission route.
  3. Check the application's recorded completion state and resolve routine navigation or missing-information questions.
  4. Update the linked Salesforce case with the completed step and the owner of any remaining regulated decision.

The result

The customer completes the supported application step, with underwriting and account-eligibility decisions accurately left to their authorized process.

Book the right banking appointment

Finn handles the scheduling work behind a banking conversation, connecting the customer's need to an available specialist and a confirmed appointment with the necessary context.

Typically handled byBranch and specialist appointment coordinator

Starts when

A Glia customer requests a mortgage discussion, business-banking visit, or account-service appointment.

What Finn handles

  1. Identify the service requested, suitable specialist, location or channel preference, and permitted customer contact information.
  2. Check the Microsoft Graph calendar availability and offer matching appointment times.
  3. Create the confirmed meeting with the service details the specialist needs, excluding unnecessary sensitive account data.
  4. Send the booking confirmation through the approved customer channel and update the Salesforce relationship record.

The result

The customer receives a confirmed specialist appointment, and the responsible team has the context required to prepare.

Resolve routine digital-banking access problems

Finn takes a digital-access complaint through the bank's approved support and recovery procedures, then confirms the customer's result before completing the service case.

Typically handled byDigital banking support team

Starts when

A customer cannot sign in or complete a familiar online-banking navigation task.

What Finn handles

  1. Complete the bank's approved identity-verification flow and identify the specific access or navigation problem.
  2. Use the bank's published procedure and the connected identity system's permitted account information.
  3. Initiate only the authorized recovery action or guide the customer through the supported self-service recovery route.
  4. Confirm the result in the Glia conversation and record the completed recovery or precise remaining exception in Salesforce.

The result

The customer's routine access issue is resolved through established banking controls, with the performed steps documented.

Complete the work promised during a service conversation

Finn turns the commitments made in a Glia interaction into completed administrative actions and a current customer record, so a useful conversation does not end as an isolated transcript.

Typically handled byBanking service follow-through team

Starts when

A completed Glia engagement includes agreed document delivery, a booked follow-up, or a routine service request.

What Finn handles

  1. Use the permitted engagement export to identify the customer, confirmed outcome, and specific commitments.
  2. Update the Salesforce service case and create the required tasks for the system that owns each action.
  3. Send approved documents from the bank's document repository or complete the confirmed calendar booking through Microsoft Graph.
  4. Record the delivery or booking result and keep any separate bank authorization requirement attached to its responsible owner.

The result

The interaction's routine commitments are completed and recorded, with only genuine decision-dependent work remaining open.

Recover a service issue identified in conversation review

Finn connects an authorized interaction review to the unresolved customer job, completes the permitted service recovery, and records the result for the customer-experience owner.

Typically handled byBank customer-experience recovery team

Starts when

A reviewed Glia interaction identifies an unanswered question or a missed service commitment.

What Finn handles

  1. Read the permitted interaction record and linked Salesforce case to establish exactly what was left unfinished.
  2. Contact the customer through their designated channel with a specific follow-up tied to that issue.
  3. Complete the authorized information delivery, scheduling, or service request using the connected owning system.
  4. Record the recovered outcome and route any separate financial or policy decision through the bank's designated approval process.

The result

The review leads to completed customer follow-through rather than a quality score without a corresponding service action.

Connection setup

Set up the connection around your work.

Contact Finn to discuss the records your workflow needs and the actions you want it to perform.

Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from Glia.

Visit Glia

The Finn platform

Finn Agents

Help customers. Work with your team. Finish the job.

Explore Agents

Finn Systems

Business apps for the work behind the conversation.

Explore Systems

Finn AI Gateway

Control connected AI apps, models, access, and spending.

Explore AI Gateway

Meet Finn

Put your Glia integration to work.

Tell us which records, actions, and teams the connection needs to support.

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