Preview Fin's answers
Test and validate Fin's answers in Preview before publishing changes.
Before publishing changes to Fin, you need to see how they behave in real conversations. Preview gives you a safe space to test updates to guidance, content, attributes, and settings.
You can simulate customer interactions, inspect how Fin reasons, and confirm the right sources and rules are shaping the response. This is where you validate changes before customers ever see them.
This lesson is part of the Launch Fin course.
Video transcript
As we adjust Fin's guidance, settings, and training content, we can use Preview to quickly check what Fin's answers will be. Let's check it out. Here we are in the Guidance section, and let's imagine we've just added this new piece of guidance. We want to see how Fin handles a specific question using the Preview panel. Right now, we're in the Customer view, which shows us exactly what a customer would see if this were an actual conversation. But the real value is in the Event log. In this view, we can see which specific sources were used and which guidance influenced Fin's approach. We'll use this to verify the details that make or break this interaction and answer questions like, did Fin pull from the right articles? Does the tone and style sound right? Did it detect the right attributes like urgency and fire off an escalation rule at the correct moment? At the top of the panel, we'll see Testing As. It lets us switch roles and see how performs for a specific customer or audience. For example, if our policies differ between the US and the UK, we don't have to guess if Fin understands the difference. We can test a UK profile and see immediately which content it pulls. So the way to think about preview, this isn't robust testing, right? Going back and forth with preview a couple of times doesn't mean we've adequately pressure tested our version of Fin/ But notice something important. Preview is available throughout the product in Content, Guidance, Attributes, more, basically anywhere we configure Fin. That's because Preview is intended to be used throughout development. Anytime you make an adjustment to Fin, shoot off a quick chat to Preview. It's the most immediate way to verify your work in a safe space before moving on to broader testing.
Go beyond the first question
Preview isn’t just for testing a single prompt.
In the real world, customers evolve over multiple messages. They introduce new context, change direction, and challenge answers. Your testing should reflect that.
When using Preview:
- Ask follow-up questions
- Introduce new context midway
- Shift or expand the topic
- Challenge Fin’s response
- Correct it or add more detail
You’re testing whether Fin can handle the natural flow of conversation, not just deliver a strong first answer.
Key takeaway
Use Preview continuously, even for small changes in training. Don’t rely on assumptions. Always test the full conversation flow before publishing.
