Train Fin to support your customers—just like your best agent.
Fin Guidance lets you train Fin to speak in your brand’s voice, follow your policies, and handle conversations the way you want—using simple, natural-language instructions.
This means faster resolution times, more consistent support quality, and a better customer experience.
You can set clear rules for what Fin should say and do, from using the right terminology to escalating sensitive issues.
Built-in reporting shows how well Fin is following your guidance, with AI-powered suggestions to help you fine-tune responses over time.
Get started
Go to Train > Guidance and find the new menu item called Guidance.
To help get you started, we have created different categories of guidance:
Communication style: Ensure every response reflects your company’s tone and terminology. Define how Fin communicates so it speaks like your best-trained agents—delivering high-quality support that stays true to your brand
Context and clarification: Guide Fin to ask thoughtful follow-up questions, reducing miscommunication and helping it get to the right answer faster—so customers reach a resolution sooner.
Handover and escalation: Define rules so Fin recognizes when an issue is sensitive and escalates it promptly—ensuring customers get the right support at the right time and complex issues are handled with care. When Fin decides to follow your handover and escalation guidance, it will follow the triaging and routing flow that you've defined via Simple Setup or Workflows.
Everything else: Anything that does not fit into the above categories should be added here. This could be specific company or support policies that you’d like Fin to adhere to, such as never asking customers to contact you by phone.
You'll find guidance templates within each category to help you get started. You can modify the wording of a template to suit your needs.
Tip: Read our Fin Guidance best practices before you get started to learn the dos and don’ts of writing good guidance prompts.
Note:
To ensure guidance works effectively, make sure it is assigned to the correct category.
You can create up to 250 pieces of guidance. Each guidance can be up to 2500 characters in length.
Create new Fin Guidance
Customize Fin's personality
Go to Train > Guidance and select Choose Fin's tone and answer length.
Add guidance
Go to Train > Guidance and select the + icon next to the appropriate guidance category.
Enter your guidance in the text field or choose from one of the templates to get started quickly.
Optimize Fin Guidance
After writing a piece of guidance, click Optimize to have it reviewed by our AI-powered writing assistant. This tool helps refine your guidance by checking for common issues and suggesting improvements.
The Fin Guidance writing assistant looks for:
Ambiguity – Guidance that could be interpreted in multiple ways or lacks clarity.
Redundancy – Guidance that repeats information already covered elsewhere.
Contradiction – Conflicting or opposing guidance that may cause inconsistencies.
Clarity and effectiveness – Guidance that could be reworded to be clearer, more concise, and more effective.
System limitations – Instructions that attempt to perform actions Fin cannot take.
If an issue is found, the writing assistant will explain why and suggest possible improvements.
It may also offer a reworded version of your guidance for better clarity, effectiveness and to keep your Guidance succinct. You’ll be able to compare the suggestion with your original text and choose to accept, edit, or refine it further.
Tip: If you’re unsure how to write a prompt for a specific use case, try using a writing tool like Claude AI or ChatGPT. Describe the scenario and ask it to generate a clear, AI-friendly prompt that’s easy to interpret.
Use attributes in Fin Guidance
User, company, or conversation attributes can be included in your guidance to tailor responses for specific customers. For example:
“If the customer’s {Plan Name} is "Pro" then always escalate to the team."
Here, the placeholder {Plan Name} will automatically populate with the customer’s actual pricing plan before Fin generates a response.
This enables you to adapt your guidance to each customer’s specific situation, such as their location, subscription tier or recent activity.
Test Fin Guidance
Before you save or enable a piece of guidance, you can use the Preview panel to ask Fin some questions and see how your new guidance is applied.
When you're happy with how Fin is using your guidance, click Enable to set the guidance live for Fin's conversations with customers.
Note:
You do not need to click Save or Enable to test your guidance in preview, once you add your guidance content, it will be available to test.
You must Save and have the guidance enabled for the content to be available to your customers.
Analyze Fin Guidance
Once your guidance is enabled, you can track its impact on Fin’s conversations. You’ll see how often a piece of guidance was applied and what percentage of those conversations were resolved by Fin or routed to your team.
To dive deeper, you can:
Drill into the metrics to view a list of conversations where the guidance was used.
Use advanced filtering to uncover patterns and insights.
Click into a conversation to preview the interaction and see how guidance influenced Fin’s response.
These insights help you refine your guidance, ensuring Fin consistently delivers accurate and effective support.