For more control over your Fin AI Agent customer experience, you can now adjust Fin's tone of voice and choose the formality of pronouns used in Fin's replies.
Note:
These settings are currently only available on US and EU workspaces which are opted in to the beta.
This beta only impacts chat conversations; conversations over email will remain unchanged.
Tone of voice
Adjust the tone of voice used in Fin's replies to sound more like your preferred company tone.
This feature can be found in 
Settings > AI & Automation > Fin AI Agent. Click Customize Fin's tone of voice and navigate to the "Tone of voice" section.
You'll see the following options:
Matter-of-fact: Plainspoken, direct, frank. Fin keeps it clear-cut.
Professional: Informative, confident, empathetic. Fin keeps it businesslike.
Standard (default): Casual, respectful, objective. Fin keeps it neutral.
Friendly: Enthusiastic, upbeat, encouraging. Fin keeps it warm.
Humorous: Lighthearted, playful, irreverent. Fin keeps it entertaining.
Select your preferred tone of voice and then click Save changes.
Once the setting is saved, it will be live immediately for Fin and you'll see the change reflected in the Messenger preview for chat.
Humorous | Professional |
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Pronoun formality
We recommend using the pronoun formality setting if your language has an explicit distinction between formal and informal pronouns.
This feature can be found in Settings > AI & Automation > Fin AI Agent. Click Customize Fin's tone of voice and navigate to the "Pronoun formality" section.
You'll see the following options:
Let Fin decide (default). This is the default setting, where Fin infers what formality should be used.
Informal
Formal
Select the pronoun formality you'd like Fin to use and then click Save changes.
Once the setting is saved, it will be live immediately for Fin and you'll see the change reflected in the Messenger preview for chat.
The example below illustrates Fin's answer in German to the question "Hey, ich kann mich nicht mehr in mein Konto einloggen. Was jetzt?” (translation to English: "Hey, I can't log into my account anymore. What now?"):
Let Fin decide
With this setting enabled, Fin automatically chooses the pronoun formality for you. Fin tends to follow the same language style as the person it's speaking to. For example: if the person uses the informal "tu" in French, Fin responds with informal pronouns. If the person uses the formal "Sie" in German, Fin responds with formal pronouns.
Note:
While this new setting makes pronoun formality more consistent, we can't guarantee that it will always use the correct pronouns as the underlying technology is non-deterministic and can sometimes deviate from instructions.
The scope of pronoun formality setting is not only limited to the AI generated answer but also the rest of Fin’s small talk - e.g. “Did that help”, “Is that what you were looking for?”
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