Build an advanced Fin-first workflow

Before building an advanced workflow, make sure you have the following in place:

• Content added to Fin: You should have content sources connected so Fin can answer customer questions.
• Guidance added to Fin: You should have tone, behavior, and escalation guidance configured.
• A basic Fin deployment workflow: You should already have a Fin-first workflow deployed on at least one channel.

Learn how to set these up in the Launch Fin course.

When you deploy Fin using a custom workflow, you get the best of both worlds. Fin's AI-powered ability to respond naturally to customers, plus the deterministic rules of Workflows that control exactly how conversations are handled. Here, we've used a workflow template to deploy Fin to answer every inbound query in the messenger. It starts with a greeting you can tailor to match your brand and the experience you want to create in this channel. When the customer asks their question, Fin answers using the content and guidance you've set, and if needed, Fin will hand over to your team based on your escalation guidance and rules. From this moment, we leave behind our AI agent and enter the realm of the deterministic, where you have exact control over what happens next. So let's make Fin's handover to your team a lot smarter by using the conversation's issue type, its urgency level, or customer data to determine where the conversation goes. First, let's use Fin Attributes to detect the issue type and route each conversation straight to the best team to resolve it. Here, billing queries go to Finance and technical problems go to Tech support. And if a customer mentions canceling their account, we make sure that goes straight to our Retention team. That's going to make the handover seamless for our customers and save our team a whole lot of trouble. Now, what about urgency? Well, we can use a Fin attribute to detect urgent queries, route them straight to tier 1 support, and mark them as priority. We'll also trigger an AI summary note so the teammate who picks it up has all the context they need to hit the ground running. Let's put this branch at the top of the stack. If a customer's query isn't urgent, the workflow then works through the remaining branches from the top down. That's why it's best to arrange branches from the most specific to the most general. And don't forget to add a catchall under else so every conversation has somewhere to go. Great. Now if none of these conditions are met, the conversation is sent to our general Support inbox. We can also use customer data to shape how conversations are handled. Here, customers on your VIP plan are routed to tier 1 support, a summary is generated for the teammate, and the right service level agreement is applied to make sure they get help fast. Or you can route using other customer data like timezone, company size, or activity. The sky's the limit. But let's not get carried away. You don't have to start with anything so detailed from the get go. Start simple and evolve your workflows over time as you find new opportunities for smart automation. And don't forget to preview your workflow and test it internally to make sure customers receive the experience you want. By combining Fin with Workflows, you have the control to craft the ideal customer experience and create endless efficiency for your team.