Use Clear Conditions and Examples in Your Fin Guidance

Karl O' Sullivan · 2025-06-03T12:21:43+00:00

One of the easiest ways to improve how Fin handles conversations is to use if–then logic in your Guidance. It helps Fin understand exactly when to apply a response, and what that response should look like.Here’s a simple example:"If a customer asks how to change their password, tell them to click 'Forgot password?' on the login screen and follow the steps."That’s much clearer than:"Explain the password reset process."By adding a condition (“if a customer asks…”) and a specific action, you give Fin a clear playbook to follow. It also helps prevent Fin from jumping in with the wrong response in unrelated situations.To take it further, you can include a direct link to your help center or a relevant support article. This makes it even easier for Fin to guide customers to the right place, without needing to explain every detail.

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