Fin now responds in a way that feels even more natural, human, and effective. These improvements enhance how Fin interacts with your customers, when and how it escalates to your team, and how answer sources are presented.
These improvements don't impact your Fin settings or existing handover rules and escalation guidance.
Fin is conversational
Fin now uses more natural, text-message–like language that feels friendly, empathetic, and helpful. It answers in its own words, rather than quoting your articles verbatim.
These updates help conversations feel more open and human, encouraging customers to share additional context so Fin can give better, more tailored answers.
In addition:
Fin is now ~10% less verbose, giving customers shorter, more efficient answers.
Fin will occasionally ask follow-up questions to clarify the customer’s situation, rather than always relying on “Did that help?” prompts.
Customers can still:
Indicate that Fin has answered their question by responding positively (e.g., “That helped,” “Yes,” or “OK, thanks”).
Indicate that Fin has not answered their question by responding negatively (e.g., “No”). When customers reply “No,” Fin will ask for more information and refine its answer. If the issue remains unresolved, Fin will offer to connect them with a human agent.
See the FAQs for further information on how resolutions are counted.
Escalation uses natural language
Fin now uses conversational language to handle escalations smoothly and intuitively. Customers can simply say things like “Can I talk to someone?”, and Fin will guide them through a friendly, natural handoff.
Fin may also proactively offer escalation when it detects frustration, repeated loops, or a request for human support.
Fin determines when to offer or directly escalate based on the category of the customer’s message:
Category | Fin Behavior |
Escalation Rule / Guidance | Escalation Rules and Guidance take precedence over other categories.
For example, if your Escalation Rule states to do so, Fin escalates directly instead of offers to escalate. |
Request | If the customer clearly requests human support, Fin escalates directly. |
Angry | If the customer is angry, Fin will offer to escalate. |
Loop | If the customer is stuck in a loop, Fin will offer to escalate.
Note: A loop is considered to be 3 rounds of replies, where a customer repeats themselves without adding additional information. |
How | If the customer asks how to speak to the human support team, Fin will offer to escalate. |
Keyword | If the customer says things like “agent” or “support” Fin will offer to escalate. |
Escalation will not be offered if
The customer asks about phone support or requests a phone number. In this case, Fin will respond based on the information available in your knowledge base, like any other informational query.
Fin has already offered to escalate in the previous AI answer. In this case, Fin will either escalate if the customer confirms the request, or continue with a regular response otherwise.
Tip: You can still control and customize when Fin must handover to a teammate using Escalation Rules and Guidance. These will take precedence over other escalation pathways mentioned above. For example, you can configure keywords such as "bug" or "urgent issue" to trigger immediate escalations, allowing better handling of critical customer needs.
Source links will now show inline
Fin will include source links directly in the answer it gives, so customers can quickly review the information and trust where it’s coming from, without needing to scroll to the bottom of the message.
Note:
Inline sources will appear over Fin Messenger (chat) and email.
Sources will not be shown in Fin's answers over social channels (including WhatsApp, Instagram, and Facebook).
Fin can follow up with customer conversations
If a customer hasn’t responded after Fin provides an answer, Fin will check in if the customer has been inactive for 4 minutes and see if they still need help.
By default, Fin will check in with the customer, but this is fully configurable. You can:
Follow up configuration options | Reason to use |
Option 1: Have Fin check in with the customer (Default Setting)
| Select this if you’d like Fin to handle as much as possible. |
Option 2: Have Fin check in with the customer and offer escalation to human support as part of this message | Select this if you’d like to involve human support more often. |
Option 3: Turn it off entirely | Select this if you don’t want Fin to send any additional messages after responding. |
This setting is configured in the Let Fin handle step in workflows.
If the customer still hasn’t replied after Fin has followed up, Fin can send a close out message if you’ve configured this in your settings.
FAQs
Why have quick reply buttons been removed?
Why have quick reply buttons been removed?
Fin’s conversational design works best without rigid button flows, helping customers share more context and receive more relevant answers. (Workflow reply buttons remain available.)
How are resolutions counted?
How are resolutions counted?
A resolution is counted when a customer either confirms their question was answered by replying to Fin (a confirmed resolution, such as 'That helped, thanks'), or exits the conversation without requesting further assistance (assumed resolution).
Resolutions will not be counted if the customer indicates their issue is not resolved, such as follow-up questions or requests to speak with a person.
How does Fin make conversations feel more human?
How does Fin make conversations feel more human?
Fin now uses a more natural, empathetic tone and responds in its own words. It may ask occasional follow-up questions to better understand the customer’s situation, creating a more human experience. Fin also remembers the context of the conversation, so customers don’t have to repeat themselves.
What happens if a customer doesn’t respond after Fin’s answer?
What happens if a customer doesn’t respond after Fin’s answer?
By default, if a customer doesn’t respond after Fin answers their question, Fin will gently check in after 4 minutes to ensure they received the help they needed. If there’s still no reply, Fin may send a closing message or offer to connect the customer with a human agent, depending on your setup.
How to configure:
Go to the Deploy section and edit your Fin workflow.
Click the Let Fin handle step and look for the "Follow up with inactive customers" section.
Can I still configure Fin Escalations?
Can I still configure Fin Escalations?
You can still control and customize when Fin must handover to a teammate using Escalation Rules and Guidance. For example, you can configure keywords such as "bug" or "urgent issue" to trigger immediate escalations, allowing better handling of critical customer needs. This allows you to refine escalation processes for specific scenarios or thresholds.