Customize Fin's reply buttons

By default, Fin AI Agent will show the options That helped 👍 and Talk to a person 👤 after presenting an answer.

However, you can change these options to show different reply buttons from Fin AI Agent - Fin settings under Fin's reply buttons.

If you chose not to set expectations for human support, the button will say "Get more help" regardless of the options selected above.

You can also customize Fin's identity, tone of voice, and answer length.

Choose how Fin sets expectations

When you've set Fin AI Agent live for customers, the call-to-action (CTA) button which allows customers to start a conversation in your Messenger may change.

This depends on whether you've configured your Messenger settings to:

Set AI Agent expectations, or
Match teammate expectations.

Go to Settings > Channels > Messenger > Conversations > With Fin to choose how Fin sets expectations when customers start a conversation in the Messenger.

Set AI Agent expectations

If you choose to Set AI Agent expectations you can select one of 6 options for the “Start conversation button text" or call-to-action (CTA) in the Messenger:

Send us a message
Ask a question
Chat with us
Start a conversation
Contact us
Contact support

Select a different CTA for Visitors and Users by toggling between these options at the top.

This is a good way of emphasizing when a conversation will be handled by an AI agent. It shows Fin's avatar, CTA button, and subtext (i.e. AI Agent and team can help) on the Messenger Home, Help, and Messages space to make customers aware they're speaking to an AI agent and can also speak to a member of your team.

Example with "Set AI Agent expectations" enabled in the Messenger:

Messenger space	Home	Messages
Avatar	Fin and teammate(s)	Fin's avatar
Intro title	Ask a question	Fin's name
Subtext	AI Agent and team can help	The team can also help
Example

Note: If you don't allow Fin AI Agent to hand over to a teammate, only Fin's avatar will be shown and any subtext i.e. "AI Agent and team can help" will be removed.

Match teammate expectations

If you don't want Fin to set different expectations, simply select Match teammate expectations instead. Conversations with Fin will now use the settings configured under Messenger > Conversations > With teammates.

Note: When this setting is selected, you won't be able to change the "Start conversation button text" for conversations handled by Fin AI Agent.

This means all conversations started (either with Fin or teammates) will look identical and match the Messenger settings for teammates including avatars, intro title, subtext, special notice banner, reply times etc.

Even if a customer starts a conversation with Fin and there is no human handover available, the Messenger will show teammate expectations (avatars, intro titles, reply times etc.)

Example with "Match teammate expectations" enabled in the Messenger:

Messenger space	Home	Messages
Avatar	None	Teammate(s)
Intro title	Send us a message	Examply
Subtext	[Your reply time] i.e. - We will reply as soon as we can	[Your reply time] - i.e. As soon as we can
Example

You can also customize Fin's identity, tone of voice, and answer length.

FAQs

When will Fin AI Agent expectations be used in the Messenger?

Fin AI Agent expectation settings only apply to conversations that start with Fin i.e. where “Let Fin answer” is triggered as the first step in a Workflow as shown below:

For all other conversations and Workflows where Fin is triggered later in the conversation, teammate expectations (e.g. avatars, intro titles, reply times etc.) will be shown in the Messenger.