This is the product you use every day to set up and manage Fin. This system is the Flywheel.

The more you use Fin, the better it gets:

Train: Train Fin to resolve even the most complex queries with your procedures, knowledge and policies.
Test: Run fully simulated customer conversations from start to finish to see exactly how Fin will behave before going live.
Deploy: Set Fin live across every channel—⁠voice, email, chat, and social—⁠for consistent support wherever customers reach out.
Analyze: Use AI-powered Insights to analyze and improve Fin’s performance and deliver better customer experiences.

Train

The Train section allows you to train Fin on Content (what Fin knows), Guidance (how Fin behaves), and Tasks (what Fin does). You'll have a Preview panel available on the Content and Guidance pages to experience a conversation with Fin and see the Customer view and Event log.

Content

From Fin AI Agent > Train > Content, you can add your content (what Fin knows) to deliver instant, accurate answers to informational queries. Learn more.

Guidance

From Fin AI Agent > Train > Guidance, you can add guidance (how Fin behaves) to train Fin to speak in your brand’s voice, follow your policies, and handle conversations the way you want—using simple, natural-language instructions. Learn more.

Note: Fin's personality settings have moved to the new Guidance page.

Tasks

From Fin AI Agent > Train > Tasks, you can give Fin tasks (what Fin does) for multi-step processes like troubleshooting, refunds, or updating information in external systems. Learn more.

Suggestions

From Fin AI Agent > Train > Suggestions, you'll get AI-generated suggestions to train Fin on new content. The suggestions are based on conversations with real customers, making it easy to fill content gaps and increase your resolution rates. Learn more.

Test

From Fin AI Agent > Test you can batch test your content, guidance, and personality settings by asking Fin customer questions. Review the sources and settings that shape Fin’s answers, and receive tailored recommendations to improve responses and deliver the highest quality support for your customers. Learn more.

Deploy

The Deploy section allows you to set Fin live across any channel, including live chat, email, and phone.

Chat

From Fin AI Agent > Deploy > Chat, you can deploy Fin over chat. Fin greets customers, instantly answers questions, and escalates issues to your team when needed—inside the Messenger, Slack, SMS, WhatsApp and across your social channels. Learn more.

Email

From Fin AI Agent > Deploy > Email, you can deploy Fin over email. Fin automatically interprets inbound emails asynchronously, provides AI‐powered answers from your content, and escalates complex issues when needed—expanding your support beyond live chat. Learn more.

Phone

From Fin AI Agent > Deploy > Phone, you can configure Fin over phone. Fin can answer calls naturally in multiple languages, providing instant, 24/7 assistance. Learn more.

Analyze

The Analyze section gives you real-time Insights after you've set Fin live. This will be your starting point for continuous improvement and optimization. Based on what you learn here, you'll continue to train, test, and deploy Fin to handle more of your support volume.

Performance

From Fin AI Agent > Analyze > Performance, you'll find a Fin performance dashboard with key metrics such as Fin AI Agent resolution rate and Customer Experience (CX) Score when Fin is live. This dashboard is not customizable. A Fin AI Agent report can still be created, customized, and viewed from Reports. Learn more.

Optimize

From Fin AI Agent > Analyze > Optimize, you'll find a Fin Optimize dashboard giving you a unified view of Fin and human support, and surfacing recommendations to help you improve your support experience. Learn more.

Topics Explorer

From Fin AI Agent > Analyze > Topics Explorer, you'll find your support conversations grouped into AI-generated topics and subtopics. It shows what customers are asking, how those conversations are performing, and where to focus. Learn more.

Conversations

From Fin AI Agent > Analyze > Conversations, you'll find a quick link to Fin's conversations in the inbox when Fin is live. Learn more.

Fin settings

Fin's settings live in Fin AI Agent > Fin settings. This includes:

FAQs

Why can't I see anything under Fin Analyze?

The Fin AI Agent > Analyze section will give you key insights into Fin's performance and areas for improvement after you've set Fin live. This is where you'll come to continuously optimize Fin.