Coming Soon: A More Human Support Experience with Fin

Shared by Tatiana • May 29, 2025

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.