Fin lets you control exactly which users receive email responses from your AI Agent. You can exclude internal teammates—such as admins on your helpdesk—or target only specific customers or email domains. These controls help you ensure Fin engages only with the right audience.
Key benefits / use cases
Reduce internal noise by preventing Fin from replying to internal teammates or admins on your helpdesk.
Target customer groups by limiting responses to specific users, email addresses, or domains.
Test safely by enabling Fin only for a small sample of customers before expanding.
How to configure targeting and exclusion rules
Excluding internal users
Fin automatically excludes certain internal teammates, including admins on your helpdesk, in two situations:
When an internal teammate starts the conversation: If an internal teammate is the one who initiates the email, Fin will not reply.
When an internal teammate is added to CC: Fin excludes internal teammates added to CC so they don't trigger a response from Fin.
Targeting specific customer emails
You can configure Fin to respond only to certain customers by adding targeting rules in your support platform or Fin workflow.
In Zendesk
Add conditions to your Zendesk trigger so that only tickets from selected users—defined by email address or domain—are assigned to Fin.
In Fin workflows
Add audience rules in your workflow to restrict Fin’s engagement to:
A specific email address
A specific email domain
A defined customer segment
Tips:
Start with a narrow set of customers to validate behavior before expanding.
Test one change at a time. It’s easier to troubleshoot if something behaves unexpectedly.
FAQs
How does Fin handle emails where an internal teammate is CC’d?
How does Fin handle emails where an internal teammate is CC’d?
Fin automatically excludes internal teammates—including admins on your helpdesk—when they are included in CC, so they won’t receive automated replies.
Can I restrict Fin to reply only to users from a specific email domain?
Can I restrict Fin to reply only to users from a specific email domain?
Yes. Add domain-based targeting rules either in your Zendesk triggers or within Fin Workflows.
How can I test my targeting rules safely?
How can I test my targeting rules safely?
Create audience rules in your Fin workflow that limit Fin’s responses to a small set of test email addresses or domains. Once you confirm the behavior, expand your audience.