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Train Fin to support your customers—just like your best agent.
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To help get you started, we have created different categories of guidance:
You'll find guidance templates within each category to help you get started. You can modify the wording of a template to suit your needs.
Create new Fin Guidance
Enter your guidance in the text field or choose from one of the templates to get started quickly.
Optimize guidance
After writing a piece of guidance, click the lightbulb to have it reviewed by our AI-powered writing assistant. This tool helps refine your guidance by checking for common issues and suggesting improvements.
The Fin Guidance writing assistant looks for:
If an issue is found, the writing assistant will explain why and suggest possible improvements.
It may also offer a reworded version of your guidance for better clarity and effectiveness. You’ll be able to compare the suggestion with your original text and choose to accept, edit, or refine it further.
Add audience rules to guidance
Apply audiences to Fin Guidance if you want to target specific customer segments with tailored guidance. This ensures that Fin only uses guidance for customers who match the selected audience, and ignores it for those who don’t—resulting in more accurate and controlled guidance behavior.
Simply create your guidance and then select an audience from the Audience dropdown menu.
Use attributes in guidance
User, company, or conversation attributes can also be included in your guidance to personalize responses. For example:
“If a customer sounds upset, confused, or mentions a bad experience, respond gently and with empathy and use their {First name}. Acknowledge the emotion before offering help."
Here, the placeholders {First name} will automatically populate with the customer’s name before Fin generates a response.
Give channel specific guidance
Tailor Fin's behavior based on the channel customers use to contact you. Each guidance card has a built-in channel selector — simply choose which channels (Chat, Email, or Voice) the guidance should apply to directly on the card. This ensures Fin responds appropriately based on the channel context.
For example:
“Avoid suggesting they contact us by phone for further support.”
Give content guidance
Content guidance lets you specify the content Fin should refer to when answering particular types of questions. This gives you more control over which knowledge sources Fin relies on, ensuring more accurate and consistent answers:
For example:
_“When a customer asks for advice on how to manage their projects more effectively, use Public article: Project management best practices.”_
To add content guidance, click + New under Content and sources. Write a condition for when the guidance should apply (e.g., “If a customer asks about refunds…”) Then use @ to insert a Fin-enabled content source. You can start typing the title to filter.
Once enabled, Fin will prioritize the specified source if it’s relevant to the query and combine it with other content it deems as relevant.
Handle Spam messages with guidance
Fin already has built-in spam detection, but you can also create customized guidance on how Fin should identify and handle potential spam. For example:
"If an incoming message is assessed to have a high probability of being unsolicited commercial email (UCE), or if it meets the following specific criteria, mark it as spam:
Test Fin Guidance
Before you save or enable a piece of guidance, you can use the Preview panel to ask Fin some questions and see how your new guidance is applied.
To preview how Fin applies your guidance to a specific user or brand, select the Preview user dropdown at the top of the preview and then select User or lead. This let's you impersonate real users/leads and see exactly how Fin will respond. You can simulate real scenarios using live or dummy data, test data connectors, and validate every answer.
When you're happy with how Fin is using your guidance, click Enable to set the guidance live for Fin's conversations with customers.
See Fin Guidance performance
Once your guidance is enabled, you can track its impact on Fin’s conversations. Go to Fin AI Agent > Train > Guidance to see how often a piece of guidance was used and what percentage of those conversations were resolved or routed to your team.
Click on these stats to:
These insights help you refine your guidance, ensuring Fin consistently delivers accurate and effective support.
In Reports
Create a report from Reports and add the "Guidance applied" filter to see metrics where that guidance was used.
You can also add the "Escalation rule applied" filter to see metrics where that escalation rule was used.
Then analyze your Guidance performance by tracking key metrics:
These insights provide valuable information about how often Fin escalates conversations and the effectiveness of those escalations in leading to a positive teammate interaction.
In the Inbox
You can also see when Fin applies your guidance in the Inbox. The conversation events record which specific pieces of guidance were used as part of a response.
View Guidance version history
The version history side panel in the Guidance editor gives you a curated record of every meaningful change that has impacted Fin. It shows the current live version and all previously live versions — so you always know exactly what Fin is working from.
Here's what you can do from the version history panel:
FAQs
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