What is Fynn?

What Fynn does

When a customer writes, Fynn searches its knowledge for the question and writes a reply from what it finds. It takes the common, repetitive questions (where is my order, how do returns work, what does a plan include), so your team has time for the conversations that need a person. Every new workspace starts with a 7 day trial of the Enterprise plan, so you can try Fynn right away.

Voice messages

On WhatsApp and Telegram, customers can also send a voice message. Deskwoot turns it into text, and Fynn answers what the customer said. More in Fynn and voice messages.

Customers know they are talking to an AI

Fynn's replies are marked as coming from the AI assistant of your workspace: a line above his first reply on WhatsApp, SMS, Telegram, LINE and X, a sentence under each of his emails, and his name and picture in the website chat. When someone asks whether they are talking to a person, Fynn says plainly that he is an AI. More in How customers see that Fynn is an AI.

Fynn in your help center search

Fynn also answers on your public help center. When a visitor types a question into the search, Fynn answers in 2 to 4 sentences, with the articles it used as numbered sources. It answers only from the public articles of that help center. When no article fits, there is no answer and the visitor sees the guides that might help and the way to your team. Under an answer, Ask a follow up and Talk to a person open your chat widget with the question filled in.

These answers are on by default when your live chat inbox has an active bot, and you can switch them off under Help Center > Settings > AI answers. Everything about them is in Fynn answers in your help center search.

Where Fynn gets its answers

In conversations Fynn answers from the content you give it. You manage it in the Training Hub, which takes 4 kinds of sources:

• Help center. The published articles of a help center.
• Website. Pages Fynn reads from an address you enter.
• Documents. TXT, CSV, PDF or DOCX files, up to 10 MB each.
• FAQ. Questions and answers you write yourself.

In the bot settings you can also switch on Use Help Center articles as knowledge base, so Fynn searches your published articles for every question. Because Fynn answers from your material, its answers are only as good as your sources. Keeping them current is the biggest lever on answer quality. More in AI agent knowledge: what Fynn answers from.

When Fynn cannot answer

That depends on the Bot Mode in the inbox's Bot Configuration tab. As a Support Bot, Fynn hands the conversation to your team when it cannot answer, and your agents see the whole history, including everything Fynn wrote. The customer never has to repeat themselves, and can ask for a person at any time. An Info Bot only answers and shows your fallback message for personal requests.

How to get started

Set Fynn up under Settings > Bots: give it a name and a tone, choose it in the Bot Configuration tab of every inbox where it should answer, and add your knowledge in the Training Hub. The bot of your live chat inbox is also the one that answers in your help center search. The full walkthrough is in setting up the Deskwoot AI bot.

How Fynn is billed

Fynn uses the AI conversations included in your plan. A conversation counts once a month, however often Fynn replies in it. In your help center search, a visitor's first question in a month counts 1 and every further question 0.25. Included amounts, extra conversations and auto recharge are explained in How Fynn is billed. To run a bot on your own Anthropic API key instead, see bring your own API key.

Frequently asked questions

What is Fynn?

Fynn is the Deskwoot AI bot. It answers customers on all your channels and in your help center search, from your own content, and brings in a person when it cannot help.

Does Fynn make things up?

No. Fynn answers from the content you give it. When a question is outside of it, Fynn says so. In the help center search, an answer without a source from your articles is never shown.

Does Fynn answer in my help center?

Yes. When your live chat inbox has an active bot, it answers questions right in the help center search, with the articles it used as sources. You can switch this off under Help Center > Settings > AI answers.

Which plan includes Fynn?

Startup, Business and Enterprise. Every new workspace starts with a 7 day trial of the Enterprise plan, so you can try Fynn before you decide.

How does Fynn hand over to a person?

As a Support Bot, Fynn hands the conversation to your team when it cannot answer, or when the customer asks for a person. Your agents see the full history, including Fynn's messages.

Do customers know they are talking to an AI?

Yes. On every channel, Fynn's replies are marked as coming from the AI assistant of your workspace, and Fynn says plainly that he is an AI when someone asks.