New at Intercom
Beta
New feature
Fin

Create Guidance to improve Fin’s responses

Zoe avatar
Shared by Zoe • February 04, 2025

Fin Guidance lets you customize Fin’s responses to match your support policies and communication style. When Fin sends a message to your customer, it will take the guidance you’ve created into account.

Here are some ways you can guide Fin’s behavior:

  1. ✨ Ensure consistency in tone and language. Example: “Always answer in British English.”
  2. 🔍 Help Fin ask the right follow-up questions. Example: “If a user reports an error, always clarify if they are on iOS or Android—never assume.”
  3. 📢 Define when Fin should handover to a human agent. Example: “If a user asks about canceling their plan, escalate the conversation to a human.”

With Fin Guidance, you can fine-tune responses to improve accuracy, enhance customer experience, and streamline escalations.

Learn more about Fin Guidance in this help article and try it out today! 🚀