Fin is more conversational

We’ve updated Fin’s Messenger experience to make conversations more natural, human, and effective.

• Quick reply buttons have been removed so Fin can respond more openly.
• Escalations are now conversational—Fin can offer to escalate or hand off immediately.
• Follow-ups: If there's no customer response, Fin will check back in (this is configurable by default).
• Source links now appear directly in replies, making information easier to trust and review.

These changes help Fin deliver more natural customer experiences and resolve more queries on its own—without impacting CSAT.