Fin News Center

You can now choose how to let customers know they’re speaking with an AI Agent in Messenger, Zendesk Messaging or Tickets, and Salesforce cases.

You can choose:

• Label: Show or hide the “AI Agent” label next to the agent’s name in Messenger.
• Disclaimer: Add an AI Agent disclaimer to Zendesk Ticket and Salesforce case emails.
• Intro: Use an intro message to announce the AI Agent at the start of conversations.

Learn more here

Dark mode is now available in closed Beta. Messenger now supports light mode, dark mode, or match system, giving you full control over how your Messenger appears across web and mobile experiences.

• Choose a theme: Select a fixed light or dark mode, or let Messenger automatically adapt based on your customer’s system preferences.
• Customize your Fin Messenger: Set your brand colors for both light and dark themes — including Fin’s avatar — using our new color system, built to ensure visual consistency and flexibility across any theme

Configure dark mode in Settings

Batch test now helps you check answers across brands, users, languages, and automations - so you know what to expect from Fin before you go live.

• Multibrand testing: Run the same questions across multiple brands to spot brand-specific gaps.
• User simulation: Test how Fin responds for different customers based on language, plan, or location.
• Test groups: Save and organize your test runs to easily revisit your work
• Language and translation settings: Set or update language preferences so Fin’s responses show up as expected.
• Automation visibility: See when Fin Tasks, Custom answers, or Data connectors would trigger—and make changes if needed.

Start testing with Batch test

In the coming weeks, we’re updating Fin to make conversations feel more natural and reduce time spent on escalations.

What’s changing:

• Quick reply buttons are being removed so Fin can respond more openly.
• ​Escalations are now conversational—Fin can offer to escalate or hand off immediately.
• Follow-ups: If there's no customer response, Fin will check back in (configurable by default).
• Source links will appear directly in replies, making info easier to trust and review.

These changes help Fin create more natural customer experiences and resolve more on its own—without affecting CSAT.

Learn more about these changes in this Help Center article or watch this video.

We’ve launched Fin Insights — a groundbreaking new way to see and optimize every customer conversation. Fin Insights brings together three powerful tools:

• CX Score: An AI-driven metric that evaluates 100% of your support conversations – no surveys needed – giving you the most accurate, unbiased view of quality.
• Performance Dashboard: Monitor Fin’s performance with clarity and confidence – resolution rate, involvement rate, and CX Score in one view.
• Topics Explorer: See every conversation organized by topic. Spot patterns, discover issues, and make smarter decisions faster.

• Optimize Dashboard: Get instant, AI-powered suggestions to improve Fin’s performance and deliver better support – automatically.

Fin Insights in currently in open beta, and you can access it from the Analyze tab. Learn more here