Fin can incorporate your brand identity, tone of voice, and preferred answer length. Choose from a selection of tone of voice options like professional, friendly, humorous, and more. Then select how long Fin’s answers are, from shorter and concise, to longer and more thorough. These settings will be applied in all the languages you support.
Editing Fin's personality requires "Can manage Automation settings and inbound Workflows" permission.
Fin's identity
To customize Fin AI Agent’s appearance, go to AI & Automation > Fin AI Agent > Personality. Here, you can change Fin's name and hover over the current image to upload a new avatar for Fin.
Ensure Fin's color contrasts with the color of your Messenger to display nicely.
To change the avatar back to the default Fin icon, hover over your custom avatar and click the Fin button.
When you scroll down and click Save, you’ll see a preview of how it appears to your customers on the right.
Note:
Fin’s identity will appear for all messages sent by bots (including Workflows) in the Messenger.
The name and identity that teammates see in conversation histories where Fin has engaged with customers will always be the current identity.
Fin's tone of voice
To adjust the tone of voice used in Fin's replies to sound more like your preferred company tone, go to AI & Automation > Fin AI Agent > Personality and select Fin's tone of voice.
You'll see the following options:
Friendly: Enthusiastic, upbeat, encouraging. Fin keeps it warm.
Neutral: Casual, respectful, objective. Fin keeps it neutral.
Matter-of-fact: Plainspoken, direct, frank. Fin keeps it clear-cut.
Professional: Informative, confident, empathetic. Fin keeps it businesslike.
Humorous: Lighthearted, playful, irreverent. Fin keeps it entertaining.
Here are some examples of "Humorous" vs "Professional":
Humorous | Professional |
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Try out the different options using the Messenger preview on the right.
Then click Save to set the tone of voice live.
Follow-up and handover
Tone of voice does not apply to Fin’s quick reply buttons (
That helped 👍andTalk to a person 👤) but you can still customize what these buttons say in Fin AI Agent settings.If the Ask for more information before handover feature is enabled and the customer selects
Talk to a person 👤the follow-up questions will apply the selected tone.If the feature Ask for more information before handover is disabled and the customer selects
Talk to a person 👤no follow-up reply will be sent.If the customer selects
That helped 👍Fin's follow-up message confirming the resolution will also apply the selected tone.
Note:
Tone of voice setting does not apply to Custom Answers; these will still be sent exactly as you wrote them.
Emoji's will be included in responses only when the tone of voice is set to Humorous. For Neutral, Matter-of-fact, Professional, and Friendly tones, Fin won't incorporate emojis, even if they're present in the source content.
For customers who offer multilingual support, you can also choose the formality of pronouns used in Fin's replies.
Fin's answer length
To customize the length of Fin's replies, go to AI & Automation > Fin AI Agent > Personality and select Fin's answer length.
Choose from three different options:
Concise: Roughly 30% shorter than the "Standard" length.
Standard (default): strike a balance between context and brevity.
Thorough: Roughly 30% longer than the "Standard" length. It could result in a minor increase in resolution rate (~2%) than the "Concise" option.
Here are some examples of answer length when asking Fin "Can you set different teammate permissions?"
Concise | Standard | Thorough |
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Try out the different options using the Messenger preview on the right.
Then click Save to set the answer length live.
Note:
The answer length setting only applies to AI-generated answers; it won’t affect things like Fin’s greetings and clarifying messages.
The answer length setting does not apply to Custom Answers; these will still be sent exactly as you wrote them.
For customers who offer multilingual support, you can also choose the formality of pronouns used in Fin's replies.
Reporting
To see the impact of these settings on Fin's performance, you can filter by three conversation custom attributes available in custom reports and native reports:
AI Answer Length
AI Pronoun Formality
AI Tone of Voice
Learn more about attributes available in the Conversations dataset.
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