Custom Answers allow you to build bespoke answers to the most important questions for increased accuracy, consistency, and specificity and when you want to create answers that include rich media, Custom Actions, Custom Objects and/or Custom Apps.

A Workflow can be set up for Fin AI Agent to use these Custom Answers to resolve specific questions a customer asks at the start of a new conversation, and Fin will prioritize them over its AI Answers. They can also be used to suggest answers in the Messenger, before or while a customer is typing.

Go to Fin AI Agent > Custom Answers.

Some of your customers’ common questions are automatically identified and listed under Unanswered Questions.

Click View all questions to see a list of unanswered questions for you to review.

Your customers will ask the same question in different ways. When creating an answer, you should train it to recognize several variations of the question by accepting or rejecting the examples shown.

You can also recognize questions your customers haven’t yet asked, by manually adding example questions:

If you’d like a Custom Answer to send only when specific words are used in the question, use qualifiers. This can come in handy when you have similar answers for different parts of the system/product. It will help you define which word has to be mentioned in the question exactly, to get the right custom answer.

By adding them, the answer will only send for questions that contain those words, and not for any similar questions without them.

You can then add qualifiers, either in a row, or separated by commas:

Learn how to format qualifiers and how to use them based on the result you are trying to achieve.

You can create a powerful answer using the plus icon to add follow-up actions with conditions and rules to take each customer down the right path.

To create an engaging answer, make use of attributes, text, emojis, GIFs, Articles, images, file attachments, videos, and Product Tours.

Choose to target the answer to a select group of people. This means this answer can only fire for the group of people who match the audience rules.

Additionally, every other Custom Answer condition will need to be met (i.e. the customer will have to ask a relevant question, match any trigger words, match the audience rules for the Workflow, etc.).

Now you can click Test answer to see a preview of this Custom Answer in action and ensure relevant questions are matching the answer you’ve created.

Once you set an answer live it will be added to your list of Custom Answers which can be enabled by adding Fin AI Agent to a Workflow.

If a customer clicks ‘That helped’, or if they don’t reply within three minutes, Fin AI Agent will close the conversation. If they’d like to see another answer, they can click ‘Get more help’:

Depending on how you’ve configured your Workflow, it can either explain where to get more help, or hand over to a teammate.

If you’ve asked Fin AI Agent to hand over to a teammate, it will leave the conversation open so your team can follow up. The conversation will then be routed according to your handover and routing setup.

For a detailed look at how a single answer is performing, just open the answer from your list of Custom Answers.

You can duplicate Custom Answers by navigating to Fin AI Agent > Custom Answers, opening an existing Custom Answer and clicking the More dropdown, then select Duplicate.

This will allow you to duplicate the Custom Answer as a reusable Workflow which can be added to your other Custom Answers or Workflows.

Custom Answers can be configured to provide answers in the following languages: Arabic, Bosnian, Brazilian Portuguese, Bulgarian, Catalan, Chinese (Simplified and Traditional), Croatian, Czech, Danish, Dutch, English, Estonian, Finnish, French, German, Greek, Hebrew, Hungarian, Indonesian, Italian, Japanese, Korean, Latviski, Lithuanian, Norwegian, Polish, Portuguese, Romanian, Russian, Serbian, Slovenian, Spanish, Swedish, Turkish, Ukrainian, Vietnamese, and Англи хэл (Mongolian).