Setting up the Deskwoot AI bot (Fynn)

Updated Oct 20, 20269 min read

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Fynn is Deskwoot's AI bot. It answers customer questions on your live chat and on your other channels (email, WhatsApp, Telegram, LINE, SMS, X and the API channel) by reading your help center and the sources in your Training Hub, then hands off to a human when it can't answer or when the customer asks. Setup takes a few clicks plus optional training material. The bot replies in the customer's language automatically and never escalates without context: handoff conversations land in your inbox with the full transcript.

Fynn is the Deskwoot AI bot. It answers customer questions in real time, grounded in your own content, and hands the conversation to a human the moment it cannot help. Fynn runs on Claude Sonnet 5, managed by Deskwoot, so you need no API key. This guide walks through turning Fynn on for an inbox, for example your website live chat.

What is Fynn?

Fynn is the name of Deskwoot's customer-facing bot. When a customer writes to an inbox Fynn handles, Fynn reads its knowledge (your help center articles plus anything you added in the Training Hub) and writes a reply based on that material. It does not make up answers. If a question falls outside what Fynn knows, the thread moves to your team. Bots are available on the Startup plan and above.

How do I turn Fynn on?

In a new workspace the guided setup does this for you: it creates Fynn, lets him read your website, saves the answers you checked and connects him to your website chat. See Set up Deskwoot. To add Fynn by hand or to another inbox:

Go to Settings > Bots in your Deskwoot dashboard and click Add Bot.
Choose the bot type Deskwoot AI Bot, give it a name your customers will see and click Create Bot.
Go to Settings > Inboxes, open the inbox you want Fynn to handle (live chat or any other channel) and open its Bot Configuration.
Select your bot, switch on Enable AI Bot and pick the bot mode: the Support Bot hands off to your team, the Info Bot only answers.
Under Company Info, set the tone so Fynn sounds like your brand, and save. Fynn is now active on that inbox.

Fynn runs on the AI conversations included with your plan; extra conversations come from your prepaid balance (see how Fynn's AI conversations are billed). If you would rather run a bot on your own Anthropic key, see bring your own API key.

How does Fynn learn what to say?

Fynn answers from the content you give it. Connect your published help center so it can quote your articles, and use the Training Hub to add a website crawl, uploaded documents (TXT, CSV, PDF or DOCX, up to 10 MB each), or FAQ pairs. A few things that help:

Keep each article focused on one topic so Fynn can retrieve the right passage.
Use clear, descriptive titles and headings. They help Fynn match a question to the right source.
Review your content regularly so Fynn always reflects current policies and prices.

When does Fynn hand off to a human?

When Fynn cannot answer with confidence, the conversation is passed to your support team automatically, so no customer is left waiting. Your agents see the full history, including everything Fynn said, so they can pick up without asking the visitor to repeat anything. You can also let visitors ask for a human at any point.

Troubleshooting

Fynn gives generic answers. Usually the help center connection is off, or there is not enough content. Add more detailed articles, or feed sources into the Training Hub.
Fynn is not appearing on your site. Confirm the bot is assigned to the right inbox, that Enable AI Bot is on, and that the live chat widget is installed on your page.
Fynn never hands off. Check the bot mode in the inbox's Bot Configuration (the Info Bot does not hand off, the Support Bot does), and make sure agents are available on that inbox.

Good habits

Start with a small set of well-written articles and grow from there based on what people actually ask.
Read handed-off conversations to spot gaps, then fill them with new content.
Give Fynn a greeting and tone that match the rest of your support so the handoff feels seamless.

Frequently asked questions

How does the bot decide when to hand off?

Fynn hands off when the customer asks for a human ('talk to someone', 'agent please'), when it cannot answer from your content and decides to escalate, when a request needs a person (for example a verification that did not pass), when the AI call fails twice in a row, and when your included AI conversations and prepaid balance are used up. These rules are built in; there are no thresholds to set. An inbox in Info Bot mode never hands off. A reply of just one word such as human, person or agent is enough, also in email, where the quoted mail and the signature below it are ignored.

Can the bot do things, not just answer?

Yes, wherever Fynn runs (Startup and above). Fynn can look up orders and, once you allow it, cancel orders, issue refunds, update addresses, open returns and cancel subscriptions. Every action is off by default and switched on per workspace in Settings → Bots, so you control what the bot can touch.

What model does the bot run on?

Fynn runs on Claude Sonnet 5 by Anthropic, managed by Deskwoot, on every plan that includes Fynn. If you want to pay for the model yourself, you can run a bot on your own Anthropic key on Startup or higher; that bot runs on Claude Sonnet 4.6. OpenAI keys are not supported.

Does the bot work in languages other than English?

Yes. Fynn replies in the language of the customer's own message: a clear English sentence gets an English reply, a clear German sentence a German one. Only when a message is too short to tell, like "hi" or an order number, Fynn uses the language of the visitor's browser, or English when there is none. Once the customer wrote a clear sentence, Fynn stays in that language for the rest of the conversation. In German he follows the customer's du or Sie; when the customer uses neither, he takes the form you chose in the setup or in his instructions, otherwise Sie. This works in all major languages. All of this applies while his Language is set to Customer's language (auto-detect), the default; set to English or German, he always answers in that language.

How do I train the bot on my specific product?

Settings → Training Hub. Drop in help-center articles (automatic), website URLs (we crawl), TXT, CSV, PDF or DOCX files up to 10 MB, or hand-written FAQ entries. The bot grounds every answer in these sources.

Can the bot escalate to a specific team?

Yes via automation rules on the Conversation Updated trigger. When the bot hands off, the conversation flips to needing-human; an automation rule that matches on the message content (e.g. contains 'refund') can assign it to the billing team. Combined with team-based routing this gets the right human on it the same minute.

What happens if the bot says something wrong?

In the guided setup you correct him right in the test chat: Fynn's last answer shows beside the chat, Correct it saves the right answer, and Fynn uses it at once. It is kept in the FAQ list Setup answers in the Training Hub. Open the conversation, fix the answer, optionally add a training entry so it doesn't recur. The bot is grounded in your sources: if your sources say the wrong thing, the bot will too. Quality of training material = quality of answers. When your content does not mention something, Fynn says he has no information on it instead of saying it is not offered.

Does the bot count toward my AI conversation quota?

Yes. Each conversation the bot replies to counts as one AI conversation in your monthly meter, same as a Copilot action. A bot on your own Anthropic key is exempt.

Can the bot work without a help center?

Yes, but quality drops. Without grounding material the bot has only its base model knowledge, which doesn't include your product specifics. We recommend at least 10-15 help-center articles or training entries before going live.

How fast does the bot respond?

Typically 2 to 5 seconds per turn. Tool-use turns (refund lookup, order cancel) can take a bit longer because the bot does a round-trip to the integration before replying.

Can I see how the bot reasoned about a reply?

Not in the conversation. The bot's tool calls are logged internally for auditing, but they are not shown to agents in the dashboard. What your team sees is everything Fynn wrote to the customer.

Can visitors tell they're talking to a bot?

Yes. In the live chat, Fynn's replies show his name and picture (a robot icon until you upload one). In email, every reply Fynn writes ends with a sentence saying that Fynn, the AI assistant of your workspace, wrote it, and in Support Bot mode that a reply with the word human brings in someone from your team. On WhatsApp, SMS, Telegram, LINE and X DMs, a line such as "Fynn, the AI assistant of Acme" stands above his first reply, and again after someone from your team answered in between. The label is in the customer's language when Deskwoot knows it, otherwise in your workspace's language, and it cannot be switched off. When a customer asks whether they are talking to a person, Fynn says plainly that he is an AI assistant, also when your bot instructions give him a human name. More in How customers see that Fynn is an AI.

Can Fynn answer voice messages?

Yes, on WhatsApp and Telegram. Deskwoot turns voice messages into text, and Fynn answers the transcript like a typed message. See Fynn and voice messages.

What is the Deskwoot AI bot called?

The Deskwoot AI bot is called Fynn. It answers customers on your live chat and your other channels using your help center and Training Hub content, and hands off to a human when it cannot help.

Which plan do I need to use Fynn?

Bots are available on the Startup plan and above. Every new account also starts on a 7-day Enterprise trial, so you can try Fynn right away.

Where does Fynn get its answers?

Fynn answers only from content you provide: your published help center articles and whatever you add in the Training Hub (a website crawl, uploaded TXT, CSV, PDF or DOCX documents up to 10 MB, and FAQ pairs).

Does Fynn cost extra per message?

No. Fynn draws on the AI conversations included with your plan, counted once per conversation per month. Beyond those, each extra conversation costs $0.07 (Startup), $0.05 (Business) or $0.03 (Enterprise) from your prepaid balance. See the AI conversations billing article for the meter, overage, and auto-recharge details.

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