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FINs Guidance Function - How are you using it?

  • February 13, 2025
  • 1 reply
  • 29 views

Justin M12
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FINs newest feature Guidance is now live in Beta? Are you using it?

With such a new feature, that is possible the most powerful and complex, moved to Beta recently I’d love to hear how many of you are using it and how you are all finding it?

Lets try share tops tips in the below, so we can all learn from each other.

  • Examples of how you are using it
  • What's working well
  • What's not doing what you expect
  • Anything else that is good to know

Have you put FINs Guidance live yet?

1 reply

Paul Byrne
Intercom Team
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  • Intercom Team
  • 7 replies
  • February 16, 2025

@Justin M12 thanks so much for beginning this awesome conversation. I'm excited to hear how other users are getting the best out of the new Guidance feature.

My two cents to kickstart the conversation would be that the best Fin Guidance is clear, specific, and purpose-driven.

  • Clear → Easy for Fin to understand and apply consistently.
  • Specific → Focused on a well-defined scenario or behavior.
  • Purpose-Driven → Designed with a strategic outcome in mind.

Here's a few/5 more points on how I would apply this ⬇️ 

  1. Start with the outcome you want. What behavior needs to change?
  2. Write clear, precise instructions. Avoid vague terms.
  3. Break guidance into single-purpose rules. Each entry should focus on one goal.
  4. Use examples to reinforce Fin’s behavior. Define ideal responses and wording.
  5. Test and refine continuously. Monitor Fin’s behavior and adjust guidance as needed.
     

For anyone who would like to hear more about Fin Guidance, check out Beth’s article here.

 


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