We’re updating Fin’s Messenger experience to make conversations more natural, human, and effective. These changes improve how Fin interacts with your customers, when and how it escalates to your team, and how answer sources are presented.
Note: These updates are currently being made to the Messenger, WhatsApp, and Facebook channels only. We aim to apply these changes to other channels, including email, in the coming months.
These improvements don't impact your Fin settings or existing handover rules and escalation guidance.
Fin is more conversational
Fin will now respond more naturally, without relying on rigid decision trees or quick reply buttons to guide when and how to escalate. This makes interactions feel more engaging, conversational, and human. Through these changes, users tend to share more context in their responses, which improves Fin's ability to provide tailored and helpful answers.
Customers will be able to:
Indicate that Fin has answered their question by responding positively, i.e. by typing 'That helped, thanks', ‘Yes, thanks’ or similar.
Indicate that Fin has not answered their question by typing with negative feedback, such as saying 'No' when Fin asks 'Did that help?'
If the customer responds with negative feedback, Fin will escalate the conversation to your team.
See the FAQs for further information on how resolutions are counted.
Escalation uses natural language
Fin can also detect when a customer needs human support and will offer to escalate at the right time using intuitive, conversational prompts.
Your customers can ask to speak with a human directly, and Fin will guide them through the handoff using clear, conversational prompts. For example: A customer says, “Can I talk to someone?” Fin will guide them to your team in a smooth, human way.
Fin can also proactively offer to escalate in situations where a handoff seems necessary. These offers appear as a message prompt, such as: “I understand this is frustrating! Would you like me to connect you with a human agent? Or if you want, you can share more details and I’ll do my best to help you here.”
Fin determines when to offer or directly escalate based on the category of the customer’s message:
Category | Fin Behavior |
Guidance | Guidance-based escalation settings take precedence over other categories.
For example, if your Guidance states to do so, Fin escalates directly instead of offers to escalate. |
Request | If the customer clearly requests human support, Fin escalates directly. |
Angry | If the customer is angry, Fin will offer to escalate. |
Loop | If the customer is stuck in a loop, Fin will offer to escalate.
Note: A loop is considered to be 3 rounds of replies, where a customer repeats themselves without adding additional information. |
How | If the customer asks how to speak to the human support team, Fin will offer to escalate. |
Keyword | If the customer says things like “agent” or “support” Fin will offer to escalate. |
Note: If the customer provides negative feedback to Fin, for example they reply with "No" when Fin asks "Did that help?", they will be escalated to your team.
Escalation will not be offered if:
The customer asks about phone support or requests a phone number. In this case, Fin will respond based on the information available in your knowledge base, like any other informational query.
Fin has already offered to escalate in the previous AI answer. In this case, Fin will either escalate if the customer confirms the request, or continue with a regular response otherwise.
Tip: You can still control and customize how Fin escalates through Guidance. Guidance that you have set will take precedence over other escalation pathways mentioned above.
Examples of using Guidance to customize the escalation behavior:
Below you will find some examples of how Fin Guidance can be used to adapt Fin’s escalation logic. The below are only a few examples of how Guidance can be used and can be used as inspiration.
Category | Fin Behavior | Example of how Guidance can be used to adapt escalation logic |
Guidance | Guidance-based escalation settings take precedence over other categories.
For example, if your Guidance states to do so, Fin escalates directly instead of offers to escalate. | For example, if your Guidance states to do so, Fin escalates directly instead of offers to escalate. |
Request | If the customer clearly requests human support, Fin escalates directly. | You can use Guidance to make Fin introduce some friction, so that Fin offers to escalate when a customer requests human support, instead of directly escalating. |
Angry | If the customer is angry, Fin will offer to escalate. | You can use Guidance to change Fin's sensitivity, so that Fin can offer even at slightest frustration, or escalate directly (instead of offering) when someone is furious. |
Loop | If the customer is stuck in a loop, Fin will offer to escalate.
Note: A loop is considered to be 3 rounds of replies, where a customer repeats themselves without adding additional information. | You can use Guidance to drop Fin's tolerance to loops, so that Fin offers to escalate sooner than the default 3 rounds. |
How | If the customer asks how to speak to the human support team, Fin will offer to escalate. | You can use Guidance to change Fin’s behavior, so that Fin escalates directly instead of offering. |
Keyword | If the customer says things like “agent” or “support” Fin will offer to escalate. | You can use Guidance to trigger keywords of your choice and offer escalation if the user mentions them. |
Source links will now show inline
Fin will include source links directly in the answer it gives, so customers can quickly review the information and trust where it’s coming from, without needing to scroll to the bottom of the message.
Note:
Sources will not be shown in Fin's answers over social channels (including WhatsApp, Instagram, and Facebook).
If you’re on an older version of a mobile SDK, Fin will still show inline sources, but in a simplified format using numbered links (e.g. [1], [2]). To benefit from this, please update your mobile SDK to 16.3.0 (Android) and 18.8.0 (iOS).
Fin can follow up with customer conversations
If a customer hasn’t responded after Fin provides an answer, Fin will check in if the customer has been inactive for 4 minutes and see if they still need help.
By default, Fin will check in with the customer, but this is fully configurable. You can:
Follow up configuration options | Reason to use |
Option 1: Have Fin check in with the customer (Default Setting)
| Select this if you’d like Fin to handle as much as possible. |
Option 2: Have Fin check in with the customer and offer escalation to human support as part of this message | Select this if you’d like to involve human support more often. |
Option 3: Turn it off entirely | Select this if you don’t want Fin to send any additional messages after responding. |
This setting will live in the Fin AI Agent > Deploy > Chat section within your workspace. It will also be available as part of Fin's settings in Workflows.
If the customer still hasn’t replied after Fin has followed up, Fin can send a close out message if you’ve configured this in your settings.
Updates to the Workflows builder
The Workflows builder is being updated to reflect these changes to escalation. You’ll now see a clearer visual cue that Fin will attempt to answer customer questions conversationally, without quick reply buttons.
This is a visual update only, and it doesn’t impact how your Workflows behave.
FAQs
How are resolutions counted?
How are resolutions counted?
A resolution is counted when a customer either confirms their question was answered by replying to Fin (a confirmed resolution, such as 'That helped, thanks'), or exits the conversation without requesting further assistance (assumed resolution).
Resolutions will not be counted if the customer gives negative feedback, such as saying 'No' to 'Did that help?'
Can I still configure escalations using Guidance?
Can I still configure escalations using Guidance?
Yes, you can still control and customize how Fin escalates through Guidance. Guidance that you have set will take precedence over other escalation pathways mentioned above. We recommend familiarizing yourself with the default escalation behavior for the categories listed above. If needed, you can update or add new Guidance to make Fin more or less sensitive than the baseline behavior for each category. For example, if you want Fin to escalate 'Loop' issues more quickly than the default behavior, you can add or adjust the Guidance accordingly.
Can I still use quick reply buttons?
Can I still use quick reply buttons?
Quick reply buttons are being removed as part of this update, and they can’t be toggled on or off. This change creates a more natural, human experience for customers by encouraging them to interact with Fin more conversationally instead of relying on rigid button flows. As a result, users tend to share more context, allowing Fin to deliver more relevant and helpful answers.
Does this impact Fin in other channels?
Does this impact Fin in other channels?
These updates are currently being made to the Messenger, WhatsApp, and Facebook, along with Fin for other platforms. Quick reply buttons will still exist on email and other social channels.
Can I still use reply buttons in Workflows?
Can I still use reply buttons in Workflows?
Yes, you can still use reply buttons in Workflows if you'd like to guide customers through specific options or processes. However, in regular conversations with Fin, quick reply buttons are being replaced to encourage more open dialogue.
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