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Connect Help Center as the Knowledge Source

Ensure Fin has enough accurate content to respond by linking all existing help articles.

Go to Settings > Fin AI Agent > Content sources, connect the existing Help Center or import text-format FAQ articles.

Review and update any outdated Help Center articles before connecting, as Fin will respond based on the exact content.

Activate Fin AI Agent

Enable the AI chatbot feature to start automatically responding to customer questions.

Go to Automation > Fin AI Agent, toggle the activation switch on and select the primary response language (Vietnamese).

Start with a narrow response scope (only a few simple topics) before expanding to all questions.

Test with Sample Questions

Test Fin's accuracy by asking actual frequently asked questions.

Open the test chat widget, ask 10-15 common questions from customers and evaluate the accuracy of the responses.

Record any incorrect responses from Fin to supplement and clarify related Help Center content.

Set Up Transfer Rules for Staff

Ensure customers are transferred to real staff when Fin is not confident enough to respond.

Go to Handoff rules, set up transfer conditions (e.g., if Fin does not find an appropriate answer, or if the customer requests to speak with a real person).

Always provide customers with a clear option to meet with a real person to avoid feelings of being stuck with the chatbot.

Embed Chat Widget on the Website

Integrate the Fin AI Agent on the website or application to start serving real customers.

Go to Settings > Messenger, copy the embed code and paste it into the website, or use available plugins if using a platform like WordPress.

Customize the color and position of the widget to match the brand interface before widely publishing.

Monitor Resolution Rate Reports

Measure the effectiveness of Fin's performance to continuously improve Help Center content.

Go to Reports > Fin AI Agent, check the resolution rate and the list of questions Fin has not answered well to supplement knowledge.

Review the reports weekly during the first month of deployment to quickly identify and correct knowledge gaps.