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.