Here’s something that’s easy to overlook: Fin isn’t reading between the lines. It’s taking your guidance literally, so the simpler and more specific your language, the better the results.

We’ve all written something like:
"Be friendly and professional."
It sounds good, but it’s open to interpretation.

A clearer version might be:
"Use a professional yet warm tone. Keep responses short and avoid jargon. When a customer is frustrated, acknowledge the issue and say something like, ‘I understand how that can be frustrating. Here's what we can do.’"

This type of Guidance gives Fin a clear tone to follow and reduces guesswork. It also helps keep responses consistent across your support experience.

Think of it like coaching a new team member. If you wouldn’t rely on vague tone tips when onboarding a new agent, don’t use them with Fin either.