As a Shopping Assistant, Fin’s goal is to help customers discover, choose, and purchase products through guided recommendations, personalized advice, and strategic upsells.

Fin achieves this through an essential Shopping Assistant skill:

This guide walks you through how to train Fin as a Customer Agent on this skill so it can help you drive purchase conversion at scale.

Fin can guide your customers through their shopping experience and help them add items to their cart.

With this skill, Fin acts as a Shopping Assistant by recommending relevant products, using real data from your product catalogue, guiding customers toward upsell and cross-sell opportunities, and helping them understand policies and FAQs, all while staying true to your brand voice.

First, go to Knowledge and make sure you’ve enabled Fin with content covering product details, shipping and return policies, customer reviews, promotional offers, and anything else relevant to your products.

Next, go to Fin AI Agent > Train > Guidance and customize Fin’s shopping assistant style based on your brand personality.

Use “Communication style” guidance to tailor Fin’s personality and encourage upsells. For example: “Proactively suggest items, highlight bundles, and encourage upsells in a light, fun, and inspiring way.”

Use “Content and sources” guidance to quiz customers. For example: “Use [📄 Customer Quiz] to ask guiding questions about their preferences, then recommend products that best match their answers.”

You can also use “Content and sources” guidance to instruct Fin on how to handle competitor and pricing information using specific content. For example: “When customers mention competitors or ask about pricing, use [📄 Public article: How Examply compares] to explain how our products compare. Be factual, confident, and focus on value rather than directly criticizing competitors.”

Then go to Settings > Integrations > Data connectors to set up connectors that access data in external systems such as your product catalogue, cart and policies on Shopify or a customer’s order status.

Fin is now ready to provide expert shopping assistance and can be deployed proactively through outbound workflows.

Or reactively through inbound workflows to help customers when they reach out.