This article covers how to deploy Fin over live chat for Messenger, iOS, Android, WhatsApp, Instagram, Facebook, and SMS, with control and flexibility over how Fin behaves. You'll need to be using Fin on trial or paid.

You'll need to identify the audience or support topics you want Fin to handle over chat and set a success metric (e.g. resolution rate, CSAT). For example, this could include specific high-volume topics or a sub-set of customers.

Go to Fin AI Agent > Train > Content and ensure you've enabled content which Fin can use to support chat queries. Update your content to cover your frequently asked chat queries. You can add public articles, Custom Answers, PDFs, snippets, URLs, or content from previous conversations.

Go to Fin AI Agent > Train > Guidance and set up guidance to train Fin how to speak in your brand’s voice, follow your policies, and handle conversations the way you want—using simple, natural-language instructions. You can set clear rules for what Fin should say and do, from using the right terminology to handing sensitive topics over to your human support team.

Go to Fin AI Agent > Train > Tasks and give Fin tasks to automate more complex processes. Often times, these processes may involve actions in your external systems that need to reliably follow your specific business rules (e.g. cancel an order, refund a subscription). Fin will trigger the task and be actively involved each step to resolve customer queries.

From Fin AI Agent > Test you can see if you're ready to deploy Fin by testing how Fin responds to actual customer queries.

Simply generate questions from previous conversations, bulk upload questions via a CSV, or manually add specific questions you want to test Fin on. Then review Fin's responses and mark them as "Good" or "Poor".

When marking a response as "Poor" you can leave a reason and dig into where Fin's answer came from (i.e. which content source, guidance, or personality settings were used). You'll also get recommendations on how to improve Fin's answer. Then you can export this as a report to share with your teammates.

It's a good idea to set Fin live over chat to a small test or internal audience (e.g. yourself and teammates) and review the full customer experience from Fin's greeting to it's response and handover.

Expand the audience Fin is replying to, so that Fin is replying to some real customer conversations. Review the results from Fin AI Agent > Analyze then expand Fin to handle more of your volume or topics.

Go to Fin AI Agent > Deploy > Chat. At the top of this page, you'll see "Simple deploy" where you can:

First, decide which of your customers can interact with Fin AI Agent. You can allow Fin to provide answers to your users, leads, and/or visitors.

Click + Add audience rule and use data attributes in Intercom to target your audience further. Then click Save.

You can also use channel attributes in the audience rules to configure channel-specific actions and content. Then click Save and move to the next step.

Now select which chat channels you'd like Fin to be available on:

Then click Save.

Now configure Fin's introduction message to customers who reach out through chat. This helps your customers better understand what Fin can do and how to interact with it.

You can add/remove and edit the message text fields. Then click Save and move to the next step.

Review the content sources you've enabled for Fin.

Review the guidance you've configured for Fin. This is how you can tailor Fin's responses to follow your brand voice and policies.

Specify what action should be taken if Fin cannot resolve the conversation. You can choose how Fin hands over or escalates to a particular team or teammate.

To gather more information from a customer before Fin hands over to your team, simply toggle on "Collect more information when a customer asks to speak to the team".

Fin will encourage the user to share more information. The exact message it sends will be something along the lines of "Sure! While I connect you, could you provide us with more details about your issue to help us find an answer faster?" This will be adapted to the context of the conversation and your workspace’s Fin personality settings.

By prompting the customer for more context before Fin hands over to a teammate, there is another opportunity to get more and/or better information than presented the first time around. The benefit to this is two-fold:

Or, instead of escalating conversations straight to your team, choose to close conversation and offer other ways for the customer to get help. For example, provide a contact number or link to another resource.

Then click Save and move to the next step.

Choose when to auto-close conversations by specifying a length of time Fin should wait before closing conversations.

Select if you want Fin to automatically close the conversation after customer becomes inactive:

You can also Customize what Fin says when closing the conversation to make sure the customer got what they needed and remind them they can still speak to your support team, even if the conversation is being closed. Then click Save and move to the next step.

At the end of a customer's interaction with Fin AI Agent you can ask them to give a conversation rating by toggling these settings on:

Then click Save to finish setting up Fin over chat.

To preview Fin over chat before setting it live:

Once you've finished configuring Fin's chat experience, click Set Fin Live 🎉

Go to Fin AI Agent > Deploy > Chat and open Advanced setup through Workflows.

If you have an existing workflow set up specifically for inbound conversations through the Messenger or other chat channels:

If you don't have a workflow set up specifically for inbound conversations through the Messenger or other chat channels:

By using branching, you can create different Fin experiences for different audiences.

For example:

Add as many branches as you need to create different experiences for your different customers.

You can also use branching to create different Fin experiences and paths based on your different conversation topics.

For example, you can use a "Message Content" filter to route conversations which contain the keyword "billing" directly to your Finance team.

Once you’ve determined the paths for the different audiences and/or topics, you can then select where you want Fin involved. Add Fin to your workflow by creating a path and selecting Let Fin answer.

To customize Fin's behavior in a workflow, click on the Let Fin answer step in the workflow path. Here, you can:

If you want to test a Fin over chat workflow, select the Preview button at the top of the Workflows builder. This will give you an interactive preview of the Messenger experience when talking to Fin.

After you've deployed Fin over chat, go to Fin AI Agent > Analyze to start analyzing Fin's performance, conversations, CSAT, and identify ways of optimizing Fin.

Here, you'll find Fin's:

As you analyze Fin’s performance and identify opportunities for improvement, you’ll need to continuously train, test, and deploy Fin to achieve an increasing number of resolutions.