{"id":31231,"date":"2025-04-09T11:00:45","date_gmt":"2025-04-09T10:00:45","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=31231"},"modified":"2025-05-05T13:03:01","modified_gmt":"2025-05-05T12:03:01","slug":"fin-guidance","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/fin-guidance\/","title":{"rendered":"Train Fin to behave like your best agents"},"content":{"rendered":"

Building a great support team takes time and effort. New team members need to learn about the business, how to interact with your customers, and how to approach resolving and escalating issues. It can take weeks to get a new team member trained and fully up to speed.<\/span><\/p>\n

But what if the process could take minutes instead of weeks? Just like a new team member, Fin, Intercom\u2019s AI Agent, can also be trained on how to interact with customers. But with Fin Guidance, this training happens instantly.<\/span><\/p>\n

Fin Guidance is the new way to instantly customize Fin\u2019s behavior to ensure every customer gets consistent, high-quality support. You train it the same way you onboard a new hire \u2013 by giving it clear instructions on how to talk to customers, clarify requests, and when to escalate. No technical setup. No complicated rules. Just guide Fin using natural language.<\/span><\/p>\n

\"Product<\/p>\n

Customize Fin\u2019s behavior in minutes<\/h2>\n

Every company supports customers differently. You have your own voice, your own processes, and your own internal policies. With Fin Guidance, you can train Fin in all of that \u2013 just like you would a new teammate.<\/span><\/p>\n

You don\u2019t need technical tools or scripts to do it. You simply write natural language instructions that shape how Fin responds. Here are some of the ways you can train Fin\u2019s behavior using guidance.<\/span><\/p>\n

Define Fin\u2019s communication style<\/h3>\n

Make sure every reply sounds like it came from your team: on-brand, clear, and high-quality. Just like with a human agent, the more context you provide, the better Fin can represent your team. Here are real examples of how customers are guiding Fin\u2019s language and tone:<\/span><\/p>\n