Fin can incorporate your brand identity, tone of voice, and preferred answer length. Choose from a selection of tone of voice options like professional, friendly, humorous, and more. Then select how long Fin’s answers are, from shorter and concise, to longer and more thorough. These settings will be applied in all the languages you support.

Editing Fin's personality requires "Can manage Automation settings and inbound Workflows" permission.

Fin's identity

To customize Fin's identity, go to Fin AI Agent > General > Fin settings and select Identity. Here, you can edit Fin's name and hover over the current image to upload a new avatar for Fin.

Ensure Fin's color contrasts with the color of your Messenger to display nicely.

To change the avatar back to the default Fin icon, hover over your custom avatar and click the Fin button.

When you've finished, click Save.

Note:

Fin’s identity will appear for all messages sent by bots (including Workflows) in the Messenger.
For conversations where Fin has engaged with customers, the name and avatar shown in the conversation history will be the identity that was configured for that specific brand at the time of the conversation.

Setting up brand-specific AI Agent Identities

If your workspace supports multiple brands, you can give your AI Agent a unique identity for each one, ensuring every interaction looks and feels on-brand.

To set up an identity for a specific brand:

First, navigate to Settings, then go to Workspace > Brands.
Select the brand you wish to customize.
In the "Edit brand" window, find the Fin AI Agent section. Here you can enter a unique name and upload a custom avatar for that brand.
Click Save.

If you don’t configure a specific identity for a brand, Fin will appear with the default name and avatar across that brand’s conversations.

Note: Brand-specific AI Agent Identities are currently available in the Messenger. Support for Email is planned for a future release.

Fin's tone of voice

To adjust the tone of voice used in Fin's replies to sound more like your preferred company tone, go to Fin AI Agent > Train > Guidance and select Basics.

Below "Fin's tone of voice" you'll see the following options:

Friendly: Enthusiastic, upbeat, encouraging. Fin keeps it warm.
Neutral: Casual, respectful, objective. Fin keeps it neutral.
Matter-of-fact: Plainspoken, direct, frank. Fin keeps it clear-cut.
Professional: Informative, confident, empathetic. Fin keeps it businesslike.
Humorous: Lighthearted, playful, irreverent. Fin keeps it entertaining.

Here are some examples of "Humorous" vs "Professional":

Humorous	Professional

Try out the different options using the Messenger preview on the right. Then click Save to set the tone of voice live.

Follow-up and handover

If the Ask for more information before handover feature is enabled and the customer asks for more help, the follow-up questions will apply the selected tone.
If the feature Ask for more information before handover is disabled and the customer asks for more help, no follow-up questions will be sent.
If the customer responds with positive feedback confirming a resolution, Fin's follow-up message will also apply the selected tone.

Note: Emoji's will be included in responses only when the tone of voice is set to Humorous or Friendly. For Neutral, Matter-of-fact, and Professional tones, Fin won't incorporate emojis, even if they're present in the source content.

For customers who offer multilingual support, you can also choose the formality of pronouns used in Fin's replies.

Fin's answer length

To customize the length of Fin's replies, go to Fin AI Agent > Train > Guidance and select Basics.

Below "Fin's answer length" choose from three different options:

Concise: Roughly 30% shorter than the "Standard" length.
Standard (default): strike a balance between context and brevity.
Thorough: Roughly 30% longer than the "Standard" length. It could result in a minor increase in resolution rate (~2%) than the "Concise" option.

Here are some examples of answer length when asking Fin "Can you set different teammate permissions?"

Concise	Standard	Thorough

Try out the different options using the Messenger preview on the right. Then click Save to set the answer length live.

Note: The answer length setting only applies to AI-generated answers; it won’t affect things like Fin’s greetings and clarifying messages.

For customers who offer multilingual support, you can also choose the formality of pronouns used in Fin's replies.

Tip: While you can set a default tone of voice and answer length here in Basics, you can also deliver a more tailored experience by setting unique guidance for different customer segments. Learn how to target your tone, answer length, and more in our article, How to use Fin Audiences and Identities.

Reporting

To see the impact of these settings on Fin's performance, you can filter by three conversation custom attributes available in custom reports and native reports: