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.
Fin's identity
To customize Fin’s appearance, go to Settings > Reply settings and click on Identity. Here, you can change Fin's name and hover over the current image to upload a new profile picture for Fin.
To change the avatar back to the default Fin icon, hover over your custom avatar and click Reset.
Note:
Ensure Fin's profile contrasts with the color of your Messenger to display nicely.
Fin’s identity will also be used for bots in Workflows.
The Fin identity that teammates see in conversation histories where Fin has engaged with customers will always be the current identity.
Multi-brand Fin identities
If you use Fin for Zendesk in the Fin Messenger or Zendesk messaging, you can set a unique Fin identity (name and avatar) for each brand to maintain brand consistency across all customer interactions.
In Settings > Reply settings > Identity, you’ll see all your brands synced from Zendesk. Here, you can assign a custom Fin profile and name to each brand. When customers reach out through Fin Messenger or Zendesk messaging channels, Fin will automatically respond using the correct brand identity.
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 Train > Guidance > Basics and choose your preference under 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 |
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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:
Tone of voice setting does not apply to Custom Answers; these will still be sent exactly as you wrote them.
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 in Settings > Fin AI Agent > Reply Settings and select the Fin's pronoun formality.
Fin's answer length
To customize the length of Fin's replies, go to Train > Guidance > Basics and choose your preference under 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 |
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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.
The answer length setting does not apply to Custom Answers; these will still be sent exactly as you wrote them.