Set Fin live with confidence
Put Fin in real conversations and learn how real customer behavior improves its performance.
You’ve worked through each component deliberately: shaping the content, guidance, attributes, escalation rules, channels, and audiences that define the experience you want customers to have.
That foundation is now in place. Going live is not about taking a risk. It is about activating the system you have already designed and allowing it to start delivering value in real conversations.
This lesson is part of the Launch Fin course.
Prerequisites
Before going live, 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.
- Fin’s answers tested: You should have used batch testing or Preview to validate Fin’s answers against real customer questions.
- A deployment workflow: You should have a Fin-first workflow deployed on at least one channel.
Learn how to set these up in the Launch Fin course.
Video transcript
This is it. This is the moment. You've done all the work, adding content, creating guidance, defining attributes, setting up escalation rules, and picking your channel and your audience. You've done so much to set Finn up for success, and now Fin is about to start paying you back. And you're going to feel the results almost immediately. There's going to be less pressure in the inbox, more time to help customers who really need it, and valuable insights that you can use to improve your support. And look, we know that switching something on for the first time can be a bit scary, but you've done all the work. And the truth is you're never going to be one hundred percent ready. When it gets to this stage, we can really only learn by switching it on. So let's do that. Open your workflow, take a minute to double check the targeting, and then just hit set live. Within minutes, you'll be able to see Finn in action. In the inbox, you'll find a dedicated Finn view showing all the conversations Finn is taking part in, the ones that's resolved, the ones that's handed off or escalated, those still in progress, and Annie with a negative score, making it easy to see where improvements are needed. And we can get a more bird's eye view too. In the performance dashboard, you can see this funnel view. Now this lets you see the channels Fin is live on, how many conversations it's getting involved in, how many it's resolved, and how many it's handed off. And you can click anywhere to dig deeper into the conversations behind it, even filtering by specific signals. This is going to give you full oversight on all the conversations that Finn is involved in. Okay. Let's pause for a second. You haven't just turned on a feature here. You've actually built out an entire system, and now it's out there resolving your frequently asked questions. For now, all you need to do is sit back and see how Finn performs. And in the next lessons, we'll show you what to watch out for in week one and where to go to from there.
Now it’s time to learn from real conversations
Testing builds confidence, but going live introduces something you cannot fully simulate: real customer behaviour. Customers will not phrase questions neatly or follow ideal paths. They will combine topics, omit context, and surface edge cases that never appeared in your batch tests.
This variability is not a weakness in the system. It’s how the system improves. You can’t anticipate every scenario in advance, but you can observe what consistently emerges once Fin is exposed to real customers:
- Recurring question types that were not fully covered in testing
- Moments where clarification would improve accuracy or tone
- Edge cases tied to specific plans, regions, or workflows
These signals will show you where to strengthen content, refine guidance, or adjust routing to improve the overall experience.
