The Optimize dashboard helps you understand where Fin can’t resolve conversations, and what you can do to improve. It provides detailed insights into the reasons Fin escalates to teammates, along with data-driven suggestions to help you close gaps in content, data access, and automation.
How to access the Fin Optimize dashboard
To view the Optimize dashboard, go to Analyze > Optimize.
Note:
The Optimize dashboard for Fin is currently in open beta.
You’ll only see the Optimize dashboard once you’ve set Fin live and it’s involved in conversations.
Reasons why Fin couldn't resolve
The Optimize dashboard details the reasons conversations were sent to teammates, which include:
Missing content: Fin couldn’t respond effectively because help content was missing, incomplete, duplicative, or contradictory.
Missing access to customer data: Fin needed personalized information from an external system that wasn’t available - for example, retrieving an order status or account detail.
Missing ability to take action: Fin needed access to perform an action in another system, such as updating a workflow or cancelling an order.
Investigation needed: Fin encountered a complex or nuanced query that required human review. These edge cases can guide clearer content or targeted automation to prevent future escalations.
These edge cases can guide clearer content or targeted automation to prevent future escalations.
Missing content
For content gaps, Optimize identifies missing or unclear information in your support content and proposes updates to help Fin deliver better answers to informational queries.
Missing access to customer data or actions
For data and action gaps, Optimize provides additional guidance to help you move from manual escalation to automation and a better customer experience.
Each data and action suggestion consists of two parts:
1. Interim escalation guidance
These are ready-to-use guidance suggestions Fin can adhere to when it doesn’t have the required data or access to the external tools to take action. They ensure queries are routed directly to the right team, improving the customer experience immediately while the full automation is being built.
2. Automation setup instructions
These instructions help your team automate such queries fully. Each one includes:
A link to API Details, outlining example endpoints, request and response formats, and typical use cases.
A link to Fin Tasks or data connectors, depending on whether Fin needs to fetch information or take action in an external system.
A complexity score (low, medium, or high) estimating the effort required to implement automation.
Investigation needed
For queries that needed human input, Optimize provides insights into where Fin encountered complex or nuanced queries requiring human judgment or deeper review. These edge cases can guide clearer content or targeted automation to reduce future escalations.
Drill into conversations
Click the conversation count on any insight card to open a detailed overlay.
Here, you can:
Read summaries for each topic and subtopic.
Scan conversations by CX Score or high-level question.
Open individual conversations.
Forward conversations to teammates for feedback or follow-up.
Together, these tools make it straightforward to diagnose gaps, apply fixes, and progressively automate more of Fin’s workload.
FAQs
How often are insights and suggestions created under Optimize?
How often are insights and suggestions created under Optimize?
Missing content
Create/edit content suggestions are triggered weekly, based on:
Volume: High number of conversations where a question and answer can be found.
Topic activity: Regular queries (1+ a day) on the same topic for at least 7 days.
Spikes: Rapid increases in related queries over 4 days.
Duplicate/contradictory content suggestions are checked every Sunday. This scans your content and prepares up to 20 new suggestions for you to review on Monday. These may include a mix of potential contradictions (around 15) and duplicates (around 5), depending on what's found in your content.
Missing access to customer data and missing ability to take action
These suggestions are triggered every Sunday.
Investigation needed
These insights refresh every time you reload the page.
What happened to the Unresolved Questions report?
What happened to the Unresolved Questions report?
Customers with access to Insights now use the Optimize dashboard which not only shows you which conversations were unresolved, but how to improve Fin’s resolution rate instantly.
Are all my conversations included?
Are all my conversations included?
No—only meaningful support conversations are analyzed in the Optimize dashboard. This means:
Inbound conversations
Written by a customer
Received two responses by Fin or a teammate
Excludes abandoned conversations
Excludes automated (workflow) messages