Set up, teach and check Fynn

Fynn is Deskwoot's AI bot. He answers your customers' questions from your content, takes in requests for your team and hands a chat to your team when he cannot go on. Everything you set up for Fynn is in one place: under Fynn in the rail on the left, where it says Fynn AI. The pages are in the order you work: set up, teach, check, put to work and improve. Fynn is part of the Startup, Business and Enterprise plans.

What changed

• The Training Hub is now What Fynn knows.
• What used to be about Fynn under Settings > AI > Bots is now under Behavior, What Fynn may do and Where Fynn answers. The page under Settings is now called More bots. It keeps your own bot servers.
• Bot Permissions is now What Fynn may do, and Bot Activity is its tab What Fynn has done.
• Fynn workflows are now under Fynn > Fynn workflows.
• What an inbox had under Bot Configuration you now set under Where Fynn answers. The inbox shows one line with a link there.

Bookmarks and links to the old pages lead to the new page by themselves. Your settings stayed the same.

Overview

The Overview shows where Fynn answers, how many AI conversations of the month are used, and under Next the one step that helps Fynn most right now, for example Read website, Check Fynn or Answer now. Below it, Your path with Fynn has 6 rows: Set up, Teach, Check, Where Fynn answers, Results of the last 30 days and Improve. Each row leads to the page where you do it.

If you have more than one Fynn, for example one per store, pick the one you mean at the top under Fynn for. Pages that apply to all of them say so at the top: applies to all Fynns.

Try Fynn

At the top of every Fynn page, Try Fynn opens a test chat at the edge. It stays open while you change things. Write the way a customer would: Fynn answers with everything that is saved right now. Under his answer you see what he used and looked up and what he would do next in a real chat. With That's right or Correct you say whether the answer fits. A correction goes into Your answers, and Fynn uses it from the next message.

At the top of the test chat you pick where the customer writes, whether the answer should look like a chat or like an email, and whether it is outside your business hours right now. The test costs nothing, sends nothing to customers and does not count as an AI conversation. Fynn sees no customer data here and finds an order only with the order number and postal code. Each person can send 60 test messages per hour.

What Fynn knows

Fynn answers only from what is here. Under What Fynn answers from you add something with Add content:

• Website: Fynn reads up to 500 pages from your start page and reads them again every 2 days.
• Other help center: a help center that is not in Deskwoot, for example at Zendesk.
• Document: a PDF, Word, text or CSV file up to 10 MB, for example your price list.
• FAQ list: questions and answers you paste in, each question in a line starting with Q: and its answer in the next line starting with A:.

Each row says when Fynn read it and how often he used it in the last 30 days. If something could not be read, the row says why, and Read again tries once more. The switch on a row pauses it instead of deleting it: Fynn leaves it out from his next answer on and uses it again as soon as you switch it back on. Under Which Fynn uses this? you decide whether all Fynns use it or only one.

When you open a website, you see Pages Fynn read. You remove a page that does not fit there. So that it does not come back with the next reading, add part of its address under Which pages should Fynn leave out?, for example /jobs. This counts from the next reading, up to 20 entries.

Your answers holds the questions you gave Fynn the answer to, with where each came from: the setup, the test chat, Check, a conversation, Improve or by hand. Add answer writes a new one, and Change edits each one on its own. Every change counts from the next message. The list holds up to 500 answers.

Under Your help center you switch on that Fynn reads your published articles from your Deskwoot help center, always as they are now. Internal articles stay with your team.

Behavior

Here you decide how Fynn comes across, what he knows about your business and which rules he follows.

• Appearance: name, picture, tone (Formal, Friendly or Casual), length (Short with about 40 words, Normal with about 60 words or Detailed with up to about 100 words), the German form of address (du or Sie) and language. Fynn starts with your form of address; once the customer writes du or Sie, Fynn follows the customer.
• About your business: company name, website, support email, a short description and Everything else Fynn should know. Have it rewritten writes the description again from your website.

You save both cards with Save.

Fynn's rules are short sentences Fynn follows in every chat, in 4 groups: How Fynn speaks, What Fynn asks first, What Fynn never does and When Fynn hands over to your team. In the last group you write a topic in a few words, for example “complaints about staff”. Fynn spots it even when the customer puts it differently, and the conversation then says which rule it was. You can change, pause or delete each rule. With Read up in Fynn also reads one particular item for a rule, for example your price list, about half a page of it. Start from an example shows ready sentences from your industry. You can have up to 40 rules of 300 characters each.

Change with Copilot turns your own words into rules. When a certain word should send every chat to your team at once, Copilot suggests a rule in Automation for it. Nothing is saved until you say yes. What Fynn always does shows what holds for every Fynn and cannot be changed, for example that he shows on every channel that he is an AI.

Fynn workflows

With Fynn workflows, Fynn takes in requests for your team, for example a repair, a callback or a feature request. Fynn asks for everything that is still missing, reads it all back to the customer and asks: “Is that right?” Only after the customer's yes does the request go on: to your team, as a ticket (Enterprise), to a connected tool or to your own system. You start from a template, with Start from scratch or with Set up with Copilot. A workflow works only once you publish it. Everything else is in the article Fynn workflows.

What Fynn may do

What may Fynn look up? applies to the chosen Fynn: contacts, orders, tracking links, earlier conversations and products. Each switch says what a customer can then ask. Fynn sees a customer's data only once the customer has confirmed who they are. He finds a single order with the order number and postal code too. With Products, Fynn looks up name, price, stock and link right in your connected Shopify or WooCommerce. Fynn sees the current status of a parcel from Business.

What may Fynn do himself? applies to all Fynns: refund, cancel an order, change the delivery address, start a return and cancel a subscription at period end, each with your limits. The customer always says yes first, and anything above a limit goes to your team. An empty field means no limit. Whoever may manage the account settings can change this card.

Write your Warning words one per line, in your language. When one of them is in the message, also in another language or in other words, Fynn suggests no action and hands the conversation to your team. When a word should send every chat to your team at once, even without an action, set that up in Automation.

The tab What Fynn has done lists everything Fynn did or tried, newest first. While the time for undo runs, you take back a subscription cancellation or mark a refund or a cancelled order as checked. Whoever may manage the account settings sees this tab.

Check

Check asks Fynn many questions at once. First pick the inbox under Where do the customers write in this check?, because by email, for example, Fynn answers without buttons. Check all asks Fynn the typical questions of your industry, your own questions and up to 20 first messages from real chats of the last 90 days in which Fynn could not help, the customer seemed unhappy or someone corrected Fynn. For each answer you say That's right or Correct. Under More you say that Fynn should have handed the chat to your team, that the tone or length was wrong, or that he took the wrong Fynn workflow.

Under Which other questions should Fynn answer? you add up to 30 questions of your own that come up in every check. Does Fynn pick the right Fynn workflow? checks the example messages of your Fynn workflows. When something changed since the last check, the page says so, and Check again runs it once more. A check costs nothing and does not count as an AI conversation. A workspace can run 10 checks a day, each person 5.

Where Fynn answers

Here you see every inbox with who answers there. Pause Fynn stops a Fynn everywhere, and your settings stay. When you open an inbox, you answer a few questions. Next to them, What your customer reads shows at once what the customer sees.

• Who answers here? Fynn, another bot from More bots, or nobody.
• When does Fynn answer? Always, Only outside your business hours or Your team first during business hours: if nobody on your team answers within 1 to 3 minutes, Fynn steps in. The last two need business hours. A chat never switches halfway.
• What does the customer see first? The greeting, start buttons and pre chat form, which you set in the inbox.
• How far does Fynn help? He helps and hands the chat to your team when needed, or he answers general questions only and sends your message when someone asks something personal.
• What if someone wants a person? Straight to your team, or Fynn first asks what it is about. If the customer asks a second time or writes nothing for about 1 minute, your team gets the chat at once.
• What if Fynn does not know something? Hand to your team, or Ask your team first: when your team is in by your business hours, Fynn asks them and tells the customer he is checking. Without an answer after 2 to 30 minutes, your team gets the chat.
• Who gets the chat after Fynn? In this order: a person or team a Fynn workflow names, otherwise the AI teammate you picked, then a rule in Automation can still change it, otherwise the way this inbox shares out chats applies.
• What if it goes quiet? Fynn asks once after 1 to 30 minutes, closes chats only he answered after 5 to 240 minutes, and hands started requests to your team after 1 to 48 hours. For a new website chat inbox, closing after 30 minutes is on; for existing inboxes it is off. Fynn never closes a chat in which he is taking a request or the customer is waiting for a person.
• How does the chat end? In the website chat, Fynn's last answer always has the buttons “Question answered” and “I'd rather write to the team” under it (outside your business hours the second one reads “Message the team”); where Fynn answers general questions only, just “Question answered”. When the customer presses “Question answered”, the chat is solved, and the satisfaction survey follows if you set it up.

An email inbox shows only the questions that fit email. There Fynn answers only the sender, and while he asks your team, the customer gets no email. You save each inbox with Save.

Improve

Improve shows what can make Fynn better. What affects the most customers is at the top, and you do each row in one step:

• Questions Fynn could not answer: equal questions are counted together. Write answer already shows how your team answered in the chat. Once you save it, Fynn learns from it at once.
• Suggestions from your team: answers from people who may not change what Fynn knows. With Take over, Fynn learns them at once.
• Customers seemed unhappy, according to Fynn and with his reason, and Requests that were not finished.
• What else is missing: a Fynn workflow that needs attention, a website or file that could not be read, a rule that no longer fits, a check since your changes, and Missing on your website: questions customers in your industry often ask and Fynn finds no answer to yet.

In the conversation

• Under an answer from Fynn you see Fynn used and Fynn looked up: what he answered from and what he looked up, for example an order. Only your team sees this.
• When Fynn hands a chat to your team, Why shows under it, for example “Customer wanted a person” or “Fynn did not know this, says Fynn”, together with Fynn's summary for your team.
• Correct Fynn under an answer: you say what was wrong and write the right answer. If you may change what Fynn knows, it counts at once; if not, it goes to Improve as a suggestion.
• Fynn asks your team: a card with Fynn's question and the time left before Fynn hands the chat to your team. Write your answer and press Send answer, and Fynn passes it on to the customer. With Save for next time, Fynn knows the answer himself afterwards. In the list, such a chat says “waits for your team”.
• Give back to Fynn returns a chat Fynn handed to your team to Fynn.
• In a conversation's details, Fynn can read shows which customer fields your website sent along for this logged in customer.

In the Deskwoot app for iPhone and Android, you see “Why”, the card “Fynn asks your team” and “Give back to Fynn” after the next update of the app.

Numbers

Reports > Fynn shows how much Fynn takes off your team, why he passes chats to your team, how customers seemed, what it was about, how often he asked your team, what became of the requests and which content helps most. Reasons marked “says Fynn” are his own judgment. With the filter Answered by you see any report for Fynn only, for your team only or for both. Reports are part of every plan from Startup, for everyone who may view reports.

All changes to Fynn

The Overview lists the Recent changes to Fynn. See all shows who changed what about Fynn: knowledge, behavior, Fynn workflows, what Fynn may do and where he answers, with filters for area, person and period. This is part of every plan with Fynn.

Teaching Fynn: what goes where?

Fynn learns in several places, and each place is there for one kind of sentence. When a sentence is in the right place, Fynn uses it the way you mean it. These 6 everyday sentences show what goes where.

• “Open on Saturdays until 2 pm”: What Fynn knows > Your answers. A fact about your business that Fynn gives when a customer asks for it.
• “Keep answers short and friendly”: Behavior > Appearance. How Fynn sounds: you set his tone, length and form of address there.
• “Complaints about staff go to us”: Behavior > Fynn's rules, in the group When Fynn hands over to your team. Fynn spots the topic even when the customer puts it differently.
• “For repairs, take the address and a preferred date”: Fynn workflows. Fynn asks the questions, reads everything back and passes the request on after the customer's yes.
• “Refund up to 30 EUR yourself”: What Fynn may do. There you switch refunds on and set the limit.
• “The word ‘lawyer’ always goes straight to us”: Settings > Automation (automation rules). A rule hands every chat with this word to your team at once.

Write the sentence under Behavior in Change with Copilot. Copilot suggests the right place, and nothing is saved until you say yes.

Fynn in other places

• Settings > Labels: with Fynn may give this label, Fynn marks a conversation with this label when it fits. The label's description tells him when.
• Settings > Custom Attributes (from Business): Fynn may use this for customer fields and Fynn fills this in for list fields of a conversation.
• Settings > Automation: the events Fynn hands the chat to your team (with the condition Why) and Chat with Fynn only closed, and the action Hand from Fynn to your team.
• An inbox's greeting and Chat Triggers: up to 4 Start buttons. A tap sends the text as the first message.
• Settings > Webhooks: the event Request from a Fynn workflow for Fynn workflows that go to your own system.

Who may do what

Administrators open the Fynn area, and so does everyone whose role has Manage bots and chatbot flows. Whoever only has Manage Training Hub sources sees What Fynn knows and Try Fynn. The bot settings of an inbox are now changed by whoever may manage bots. Limits, warning words and What Fynn has done need Manage account settings. The card “Fynn asks your team” and “Give back to Fynn” are for whoever may manage conversations.

FAQ

Which plan do I need?

Fynn comes with Startup. On the Hacker plan you see Fynn in the rail, but it is locked. Some parts need a higher plan: the satisfaction survey, your own customer fields and teams from Business, tickets with Enterprise.

Do the test chat and Check cost anything?

No. Try Fynn and Check do not count as AI conversations. A chat with Fynn counts once a month as an AI conversation, as before. If it is resolved and opened again, it counts once more the first time AI works on it after that.

Are my settings still there?

Yes. Content, answers, limits and the settings of your inboxes are the same, only in a new place. New options such as “Ask your team first” or closing quiet chats are off for existing inboxes until you switch them on.

What does “says Fynn” mean?

Fynn judges some reasons and a customer's mood himself. That can be wrong now and then, so “says Fynn” stands next to it.

Can I give a chat back to Fynn?

Yes, with “Give back to Fynn” in the conversation. Fynn then tells the customer that he is back.