As a CSM, Fin’s goal is to help every customer realize value quickly, adopt with confidence, and stay engaged for the long term.

Fin achieves this through four essential CSM skills:

This guide walks you through how to train Fin as a Customer Agent on these skills so it can strengthen relationships and ensure customer success at scale.

Fin can activate new customers and ensure they quickly see value when onboarding and adopting your product.

With this skill, Fin provides proactive guidance by welcoming new users, clarifying their needs, answering common questions, navigating the product, and connecting them to helpful resources—all while maintaining your brand voice and policies.

First, go to Knowledge and make sure you’ve enabled Fin with content covering a getting started guide and onboarding checklist.

Then go to Fin AI Agent > Train > Guidance. Here, you can add “Content and sources” guidance to point Fin directly to the article with key onboarding steps.

This can be tailored by audience, for example this guidance is targeted at users on a paid plan: “When a customer asks for help onboarding, provide them with a personalized checklist using [📄 Public article: Getting started with Examply Plus].”

Now go to Outbound, click New message and create a chat or post.

Give it a title and add your outbound message to the text editor. The content that you add here is key to giving Fin context about what this conversation should focus on.

For example, if you want Fin to provide an onboarding checklist, the message might say: “Welcome! I can help you get started by creating a personalized onboarding checklist and answering any questions you have. Would you like me to set up a checklist for your first steps?”

Now add a follow-up action and choose Let Fin respond.

Continue setting up the outbound message audience rules, frequency and scheduling, and goal as you normally would. For example, if the goal is to drive product adoption you could target users who signed up less than 14 days ago.

Set your outbound message live. When a customer replies, Fin will use the context of your initial outbound message and the customer’s reply to provide onboarding support and get them up and running.

Fin can use Tasks to give customers personalized, strategic advice based on how they’ve been engaging with your product.

With this skill, Fin provides reactive guidance: when a customer asks a question like “How do I get the most out of my account?” Fin looks up their account maturity data and recommends features or actions tailored to their specific situation.

First, go to Knowledge and make sure you’ve enabled Fin with content for each of your features covering pricing, setup, and best practices.

Then go to Fin AI Agent > Train > Tasks and click New task.

Give the task a title such as “Fin as a CSM - Account optimization”.

Describe exactly when Fin should trigger this task. For example: “This task should only trigger when a customer asks questions about account optimization. This ensures this task serves a true customer success role, helping users maximize the overall value of their account.”

Then train Fin on example questions for when to trigger and when not to trigger. If you don’t define examples, Fin might misclassify user intent. Example questions you could use:

Since this task is designed for customer success, set the audience to Users only. You can also define channel availability and more specific audience rules using data attributes.

Now click into the Instructions block to define the steps Fin should take to offer strategic advice based on usage, including the relevant account data Fin should read from.

For example:

Click Done to save your instructions and return to the task builder. Here you can add other actions such as tagging these conversations for tracking and choose what happens when the task is completed.

Save the task, then use the Preview panel on the right to select a user that matches your task’s audience. Next, ask Fin one of your trigger questions to experience the customer journey.

Once you're happy with how Fin performs the task, go ahead and select Set live to let Fin get to work! 💪

Fin can also use content-based Guidance to give targeted advice to customers who are looking for best practices with their account or a specific feature.

With this skill, Fin provides reactive guidance: when a customer asks a question like “How do I get the most out of my account?” Fin responds by drawing from relevant content related to their account or available features. This approach is simpler to set up than Fin Tasks but less personalized as it doesn’t access customer account data.

First, go to Knowledge and make sure you’ve enabled Fin with content for each of your features covering pricing, setup, and best practices.

Then go to Fin AI Agent > Workflows and create or edit a workflow using the trigger “When customer sends their first message” and use Let Fin answer in the first step to ensure Fin can respond.

Next, go to Fin AI Agent > Train > Guidance. Scroll down to “Content and sources” and click New.

Give it a title such as “CSM - Project management advice”. This title will help you see when this guidance was used in conversations with Fin.

Then clearly describe the scenario where Fin should apply this guidance and type @ to specify the content source Fin should draw the response from. For example, “When a customer asks for advice on how to manage their projects more effectively use [Public article: Project management best practices].”

If you only want this advice to be given to customers on certain plans with these features, you can select them from the Audience dropdown. For example, we’ve created an audience for “Examply projects feature” which identifies all customers with access to this particular feature.

Now Save this guidance. Then, in the Preview panel on the right, select a user that matches the audience and ask Fin a question that will trigger the guidance and content to be used.

The Event log tab will show you whether Fin is successfully answering from the correct source.

Once you're happy with how Fin is using the content guidance, go ahead and select Enable to let Fin get to work! 💪

Proactively re-engage customers and reduce churn with outbound messages that enable Fin to give personalized and contextual advice.

With this skill, Fin can jump in when a customer replies to an outbound message and help them finish setting up a feature, or highlight the right features at the right moments, or guide them to unlock more value from your product.

First, go to Knowledge and make sure you’ve enabled Fin with content covering setup, FAQs, and top tips for using your product.

Then go to Fin AI Agent > Workflows and create or edit a workflow using the trigger “When customer sends their first message” and use Let Fin answer in the first step to ensure Fin can respond.

Now from Outbound, click New message and create a chat or post.

Give it a title and add your outbound message to the text editor. The content that you add here is key to giving Fin context about what this conversation should focus on.

For example, if you’re encouraging customers to invite more teammates, the message might say: “Hi! I noticed you created your project space yesterday but haven’t added any teammates yet. Want me to walk you through it or help with any questions before you do?”

Now add a follow-up action and choose Let Fin respond.

Continue setting up the outbound message audience rules, frequency and scheduling, and goal as you normally would.

For example, if the goal is to encourage customers to add more teammates after creating their first project, you could target users with only one teammate on their account (using a CDA filter) and then use events to trigger the message when they create a project.

Set your outbound message live. When a customer replies, Fin will use the context of your initial outbound message and the customer’s reply to provide relevant advice and guidance, such as helping them finish setup, highlight the right features at the right moments, and keep them progressing so they can unlock more value.