How Do You Integrate Fin AI Agent with Custom Workflows for Small Businesses?

Hi David! I help build out the Fin workflow for our company, which handles 500+ conversations per week. Happy to share what we’ve done.

• We started building our workflows by identifying our 3 most common inquiries using the available reporting features and created 3 focused workflows around them.
• Our main workflow is designed so Fin first answers the customer first using help articles, guidance, and snippets. If the issue isn’t resolved, Fin tries to help once or twice, then escalates the conversation to a live agent based on certain keywords like urgent, talk to human, or cancel.
• We also set it up so Fin can upsell products/services when it makes sense.

Some simple suggestions you can start with:

• For follow-ups - you can automate a message if the customer doesn’t reply within a certain time frame after Fin responds. Something like “Just checking in — did that solve your issue?” can help keep conversations moving without any manual work.
• Regularly review customer conversations to see what people are asking about and add new snippets/guidance to address those questions more clearly. This keeps Fin’s answers relevant and accurate.
• Biggest tip - start small, test and scale by looking at reporting week over week. Also, begin categorizing and segmenting your customers early on so it’s easier to personalize and expand your workflows as your business grows.

Happy to explain further or share more details if you’d like. Good luck!