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.
Add audience rules to Fin Guidance
Apply audiences to Fin Guidance if you want to target specific customer segments with tailored guidance. This ensures that Fin only uses guidance for customers who match the selected audience, and ignores it for those who don’t—resulting in more accurate and controlled guidance behavior.
Simply create your guidance and then select an audience from the Audience dropdown menu.
For example:
“If a user explicitly says that they want to cancel their plan, or expresses frustration regarding a pricing or billing issue, respond with empathy by acknowledging their feelings, validating their concerns. Then confirm which plan they are on and then route the conversation to a human and say a human will be with you shortly."
Note: Audiences must be set up first to use them with Fin.
Use attributes in Fin Guidance
User, company, or conversation attributes can also be included in your guidance to personalize responses.
For example:
“When relevant and appropriate, refer to the user's name as {First name} or their company name as {Company name} to make responses feel more personal and engaging."
Here, the placeholders {First name} and {Company name} will automatically populate with the customer’s name or their company's name before Fin generates a response.
Note:
Data attributes won't always be used by Fin. If you want to set strict targeting rules, add an audience to the guidance prompt instead. This gives you precise, reliable control over when and how Fin applies guidance—making your support experience more predictable and tailored to each customer segment.
Learn when to use audience targeting vs. user attributes in your guidance.
Give channel specific guidance
Tailor Fin’s behavior based on the channel customers use to contact you. First, set up an audience (e.g. "Current channel is Email") and then apply specific guidelines when customers reach out through that channel. This ensures Fin responds appropriately based on the channel context.
For example:
“Avoid suggesting they contact us by phone for further support.”
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.
FAQs
Why is Fin ignoring the guidance I've enabled?
Why is Fin ignoring the guidance I've enabled?
There could be a few reasons why your guidance isn't being followed:
The guidance might not be properly enabled. You must both save AND enable the guidance for it to work with customers.
Your guidance might be too specific to a particular scenario that hasn't been triggered yet. Fin needs to recognize when to apply the guidance based on context clues in the conversation.
The customer's query might not contain keywords that trigger your guidance.
Your guidance might be too broad or mixing multiple or conflicting instructions. Each piece should focus on a single objective.
The customer may not match the audience rules you've applied to your guidance.
Try testing your guidance in the Preview panel with sample questions that you expect to trigger the guidance. You should select the Preview user dropdown if you need to test whether guidance is being triggered correctly for a specific audience/user. Make sure you've selected the Optimize button to see if the structure or placement of your guidance could be improved. Sometimes splitting guidance into separate sections can help Fin trigger them in the right context. Read our Fin Guidance best practices.