Introduction to testing Fin
Learn the key ways to test Fin and the cycle of continuous improvement before going live.
Once you’ve customized your content, guidance, and rules, there’s a natural question: how do you know any of this actually works? The answer is testing.
Testing is how you move from “this should work” to “we’ve actually seen this work.” It helps you catch issues early, make small improvements, and build trust as Fin becomes a bigger part of your customer experience.
Prerequisites
Before testing Fin, 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.
Learn how to set these up in the Launch Fin course.
Two ways to test Fin
Fin gives you two testing tools, each designed for a different purpose.
| Tool | What it does | Best for |
|---|---|---|
| Preview | Simulates a live conversation with Fin. You can ask a question, check the response, and follow up with clarifications, just like a customer would. | Exploring and refining individual scenarios. Confirming Fin delivers a good experience beyond the first answer. |
| Batch testing | Validates performance across groups of up to fifty questions at a time. These can be about a specific topic, in a certain language, or targeted at one of your audiences. | Zooming out to spot patterns: gaps in content, issues with guidance, and edge cases. Gives you a picture of Fin’s overall readiness. |
The test, adjust, retest loop
Testing isn’t a one-time step before launch. It’s a cycle you’ll come back to again and again as Fin grows into new topics, audiences, and regions: test, understand, adjust, and rerun.
When customers actually experience Fin, it’s not an experiment. It’s something you’ve already seen work.
