Train Fin to detect key attributes in every conversation

Fin can now automatically detect the attributes you define—like issue type, sentiment, or urgency—in every customer conversation.

By understanding what customers mean in real time, Fin can route issues, trigger workflows, and hand off to teammates automatically—replacing manual tagging and rigid button flows with a smarter, more responsive way to manage conversations.
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Set up Fin Attributes to turn natural language into structured data that reflects how your business actually works. Then, use them alongside other Fin features to create a smarter and more connected support experience:

• Workflows: Automatically route conversations based on what Fin detects—no menus or rigid paths. For example, route billing issues to Finance or flag negative sentiment for a specialist team.
• Escalation Rules: Use Fin Attributes alongside Escalation Rules to stay in complete control of when Fin hands off.
• Reporting: Analyze conversations by attributes (e.g., Billing, Negative sentiment, High urgency) to see which topics drive volume, how performance varies by issue type, and where escalations cluster. If multiple attributes are detected, each contributes to your view.