​@Jesse Bobick  Sorry you're having this issue I have seen some discrepancies between how Finn responds in preview and how Finn responds in the wild but usually it's not drastic unless there's some other nuances and that's one of the things that sometimes hard to pin down. 

Without seeing more about your setup I would say one thing to look at is check your knowledge sources and make sure that they're all turned on for Finn AI involvement to the public cuz sometimes things are turned on for co-pilot that aren't turned on for the public and also make sure that all the knowledge sources are available to the audiences that you are connecting with. 

Also remember the nuances of your guidance like if you have guidance for certain audiences or if you have your users and leads aren't being detected correctly for some reason that might impact how it's working as well and if you're using Fin tasks for example and fantast picks it up it could also create some differences  in my experience.

I recommend turning on the show all conversation events in the conversation view and like looking at where AI is engaging and any guidance that's being applied and things like that that'll help you get a better understanding of what is happening and what isn't happening in the process.

These are the kinds of things that I will be talking about soon on the  intercom community meetup and we'll be able to dig into some of the stuff together in the meantime, Feel free to DM me and I will be happy to kind of take a look at it with you cuz I'm curious about what's going on It helps me learn a little bit more about where people are stuck. 

Apologies this is actually voice to text so if are there any mistakes I'll hopefully fix them when I get a chance to edit it but I wanted to send you a quick response.