It's a good idea to introduce your AI agent in stages and monitor the impact as you go. Before you set Fin AI Agent live, you'll have plenty of opportunities to review the end-to-end experience for both your customers and your teammates.

Below are some ways to test Fin AI Agent internally and gradually roll Fin out to your customers.

As soon as you start adding content for Fin AI Agent, you'll be able to use the interactive Messenger preview on the right.

When you add Fin to a Workflow, you'll be able to experience a conversation with Fin AI Agent using your Workflow.

Simply click the Preview button at the top of the Workflow builder.

This will give you an interactive preview of the Messenger experience when talking to Fin. Simply start asking questions you would expect to find answers to in the support content you added.

You can also preview Fin AI Agent from any website where you have the Messenger installed. Click Preview from a website and enter the address, then click Open website to load the Messenger with Fin on that website.

The audience rules for Fin AI Agent are configured differently depending on how you've set Fin up:

Audience rules from the quick setup are configured in the Who will see Fin section.

Audience rules for a Workflow are configured in the trigger settings by clicking on the trigger or first step in the Workflow builder.

If you don't have access to Workflows, you can still set Fin AI Agent live for your team by targeting them in the audience rules under the Who will see Fin section from Fin AI Agent > Overview > Set up and go live.

To share Fin AI Agent with your team and allow them to test it themselves, you can set Fin AI Agent live on your website and use audience rules to target your team only. This will also allow you to check that your handover rules are running as you intended.

For example, you could select ‘Users’ and use the filter ‘Email contains…’ to target teammates with your company email address.

Now when you click Set live, Fin AI Agent will be live for the users you specified. Those users will be able to interact with Fin by asking it questions in the Messenger.

We recommend rolling Fin AI Agent out in stages by customer segment, such as starting with lower-tiered customers who would benefit the most from self-service, or by region. This approach allows you to supervise Fin closely and feel confident with how Fin works in your product.

Here are some ways you can identify and target customers:

For example, you could enable Fin AI Agent for everyone except VIP customers by specifying ‘Users’ and using a custom data attribute you’re tracking such as ‘VIP customer is false’.

Or, target only self-serve customers or users on a specific price plan by using a custom data attribute such as ‘Plan is Free’.

You can also make Fin AI Agent only available to logged in users, or only available to visitors to your website who reach out through the Messenger and become leads. Simply select this audience from the dropdown.

You can also enable Fin AI Agent only on specific pages by using the ‘Current Page URL’ attribute and entering the URL for that page. For example, you could target it at customers who are visiting your support page.

Or, if you want to see how much impact it has on reducing conversation volume for your team, you could target a page which drives a high volume of conversations.

You’ll have access to an AI agent performance report in Reports > Automation > Fin AI Agent.

In this report, you’ll be able to see:

Identify gaps in content by reviewing unanswered conversations in the report and create new support content which covers these.

The Fin AI Agent section in Help Desk allows you to monitor all conversations where your AI agent was involved. You can easily review these conversations and take note of any content gaps to update or create new articles.