Fin now responds in a way that feels even more natural, human, and effective. These improvements enhance how Fin interacts with your customers, when and how it escalates to your team, and how answer sources are presented.
Fin is conversational
Fin now uses more natural language that feels friendly, empathetic, and helpful. It answers in its own words, rather than quoting your articles verbatim.
These updates help conversations feel more open and human, encouraging customers to share additional context so Fin can give better, more tailored answers.
In addition:
Fin is now ~10% less verbose, giving customers shorter, more efficient answers.
Fin will occasionally ask follow-up questions to clarify the customer’s situation, rather than always relying on “Did that help?” prompts.
Customers can still:
Indicate that Fin has answered their question by responding positively (e.g., “That helped,” “Yes,” or “OK, thanks”).
Indicate that Fin has not answered their question by responding negatively (e.g., “No”). When customers reply “No,” Fin will ask for more information and refine its answer. If the issue remains unresolved, Fin will offer to connect them with a human agent.
See the FAQs for further information on how resolutions are counted.
Escalation uses natural language
Fin now uses conversational language to handle escalations smoothly and intuitively. Customers can simply say things like “Can I talk to someone?”, and Fin will guide them through a friendly, natural handoff.
Fin may also proactively offer escalation when it detects frustration, repeated loops, or a request for human support.
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. |
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 conversations through Escalation Rules and Escalation Guidance. Guidance that you have set will take precedence over other escalation pathways mentioned above.
Examples of how to customize the escalation behavior
Below you will find some examples of how Fin's default conversational escalation logic works and how you can override it using Escalation Rules and Escalation Guidance.
Category | Fin Behavior | Example of how Guidance can be used to adapt escalation logic |
Escalation | Takes precedence. Fin will always follow your custom rules first, before relying on its default behavior.
| For example, if your Escalation 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 Escalation 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 Escalation 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 Escalation 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 Escalation 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 Escalation Guidance to trigger keywords of your choice and offer escalation if the user mentions them. |
Source links 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:
Inline 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).
It is not currently possible to hide the public, inline sources Fin uses. These won't show if Fin uses non-public sources such as Snippets or PDF/Doc file.
Fin can follow up with customer conversations
If a customer hasn’t responded after Fin answers, Fin will check in after 4 minutes to 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 in the Let Fin handle step 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.
FAQs
Why have quick reply buttons been removed?
Why have quick reply buttons been removed?
Fin’s conversational design works best without rigid button flows, helping customers share more context and receive more relevant answers. (Workflow reply buttons remain available.)
How does Fin make conversations feel more human?
How does Fin make conversations feel more human?
Fin now uses a more natural, empathetic tone and responds in its own words. It may ask occasional follow-up questions to better understand the customer’s situation, creating a more human experience. Fin also remembers the context of the conversation, so customers don’t have to repeat themselves.
What happens if a customer doesn’t respond after Fin’s answer?
What happens if a customer doesn’t respond after Fin’s answer?
By default, if a customer doesn’t respond after Fin answers their question in the chat, Fin will gently check in after 4 minutes to ensure they received the help they needed. If there’s still no reply, Fin may send a closing message or offer to connect the customer with a human agent, depending on your setup.
You have several options to customize this behavior:
Have Fin check in with the customer (default setting)
Have Fin check in and offer escalation to human support
Turn off follow-ups entirely
How to configure:
For Simple Deploy over chat:
These follow-up settings are found in the Fin AI Agent > Deploy > Chat > Follows up section within your workspace.For Advanced Workflows over chat:
Open the Let Fin handle step in your workflow and look for the "Follow up with inactive customers" section.
Note: The Messenger clearly indicates who is handling the conversation. Once a human agent takes over, responses will be identified by the agent’s profile, making it clear that the customer is now speaking with a human support representative.
Can I still configure escalations using Guidance?
Can I still configure escalations using Guidance?
Yes, you can control and customize Fin's Escalates Guidance. Escalation Guidance that you have set will take precedence over other the default 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 Escalation 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 for Fin have been removed from chat conversations and can no longer be toggled on or off. This change creates a more natural, human experience by encouraging customers to engage with Fin conversationally rather than relying on rigid button flows. As a result, customers tend to share more context, which helps Fin provide more relevant and helpful answers.
Quick reply buttons that Fin previously included at the end of emails have also been removed. By default, these buttons are now disabled, but they can be toggled on or off in Fin’s settings if you still want to use them. Instead of relying on quick replies, Fin now automatically generates relevant, context-specific follow-up questions after responding to a customer’s query—leading to more natural, human-like interactions.
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 have been removed to encourage more open dialogue.
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