When your release previews well, you decide how its changes reach customers. This article covers each rollout option, how to read the results, and how to undo changes.
Note: To merge a release or start and end a rollout, teammates need the publish level for every kind of change in the release. For example, if a release includes guidance and a Help Center article, they need the publish level for both Fin AI Agent & Automation and Help Center articles. To see the exact permission option for each level, read Releases for Fin.
Choose a rollout option
Open your release and click Rollout release. Then choose one of two options:
Publish to Fin Main — Publish the changes to Main Fin immediately, for all customers.
Roll out gradually — Run a gradual rollout or an A/B test on a share of conversations before the changes go to everyone.
Publish to Fin Main
Publishing to Fin Main publishes your changes to Main Fin immediately, applying them to all relevant conversations. Choose this when you're confident in the change and want it in effect everywhere.
Roll out gradually
Select Roll out gradually to test your changes on a share of conversations before committing fully. Choose a rollout type:
Gradual rollout — Release to a percentage of conversations and monitor how it performs. When you're confident, start a new rollout at a higher percentage.
A/B test — Split traffic against Main Fin and measure the impact on resolution rate for statistical significance. Best when you need proof a number moved.
Set up a gradual rollout
After choosing Gradual rollout, click Next and configure:
Name — Defaults to the release name and today's date. Edit it to describe the rollout.
Audience — Who the rollout applies to. Defaults to Everyone.
Traffic split — The percentage of conversations that use the release. Defaults to 10%, and the rest stay on Main Fin.
Results analysis — Optionally identify conversations related to the release's changes, and add filters (for example, a topic or a Fin attribute) to narrow further. Results then only compare conversations where your changes could make a difference. We recommend turning this on whenever your changes only apply to some conversations — otherwise unrelated conversations can hide the real impact or produce a result that's down to chance.
Click Start gradual rollout. The rollout starts immediately and appears under "Running" in the release's Results tab.
Note: You can't change a rollout's traffic split once it has started. To ramp up (for example, from 20% to 60%) or down, end the rollout and start a new one at the percentage you want.
Note: While a rollout or A/B test is running, you can't edit the release, and you can't edit, publish or unpublish its items in Main Fin. A release runs one rollout at a time. To make changes, stop the rollout first.
View rollout results
Open the release's Results tab. Running rollouts appear under "Running", and completed ones under "Past". Click a rollout to see its results.
Gradual rollout results
Drill into the conversations the release handled and compare them with Main Fin conversations to spot-check its behavior.
A/B test results
A/B test results show:
Result label — A short verdict on whether the release made a measurable difference.
Estimated effect — How much the release changed resolution rate, in percentage points (pp), with a 95% confidence range. In the chart, the dot is the estimate, the bar is the range, and the line in the middle marks zero (no change).
Conversation volume — How many conversations went to the release and how many went to Main Fin. "Expected split" means traffic is being divided in line with your traffic split setting, so the comparison is fair.
Resolution rate — The release's resolution rate (purple bar) next to Main Fin's (gray bar).
Significant results
The whole confidence range is above zero, so the improvement is real, not noise.
Inconclusive results
The confidence range spans zero, so you can't rule out no difference. Collecting more data could narrow the range and reveal a significant effect.
Regressing results
The whole confidence range is below zero, so the release is lowering resolution rate. Consider ending the rollout and revising the release.
Report on releases with custom reports
Add Release and Experiment filters to custom reports in Reports to compare performance across rollout variants.
End a rollout
End a rollout to stop the release affecting customers. All conversations, including ones already in progress, immediately return to Main Fin.
Open the release containing the rollout you want to stop.
Open the Results tab, then click the … menu next to the rollout name.
Select End rollout.
Roll back a published release
Once a release is merged into Main Fin, you can roll back its changes from the release itself. This uses each item's version history in Main Fin — the release takes you straight to every item it changed, so you don't have to find each one yourself.
Note: Rollback isn't currently supported for escalation guidance, snippets, internal articles, evals, or deleted items.
To roll back changes from a merged release:
Open the release from Releases.
Click Roll back changes in the top right.
In the "Roll back changes from this release" dialog, review the list of changes in the release.
Click the revert icon next to an item to open it in Main Fin, where you can roll it back to the version it was before the release.
Tip: New to Releases? Start with Releases for Fin to learn how to create, preview, and test a release.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts