Launch Fin
Launch Fin is about taking Fin AI Agent from configuration to a controlled production rollout. The exam tests launch sequencing, content readiness, handoff design, and early monitoring rather than just toggling Fin on.
Core rules
- Content first. Fin answers from connected sources such as Help Center articles, snippets, internal articles, and approved URLs/PDFs. Audit for stale, duplicate, and contradictory pages before launch; Fin cannot reliably answer what your sources do not state.
- Configure behavior before traffic. Set Fin's tone/guidance, availability, audience, and handoff rules. Decide which channels and which customer segments see Fin first.
- Test with real questions. Use the Fin tester/preview with high-volume, policy, account-specific, and ambiguous questions. Verify both correct answers and correct escalations.
- Design handoff. Fin should pass to the right inbox with context (summary/transcript). Confirm routing, office hours, and SLA behavior.
- Pilot and monitor. Start with a limited audience or channel, then review resolution rate, unresolved questions, CSAT, and handoff quality.
Worked example
A SaaS team has 120 help center articles. They archive 15 outdated pages, merge 10 duplicates, and add 8 snippets for billing and password questions. Guidance says: 'Never promise refunds; escalate billing disputes to Billing.' They test 40 real questions; 12 fail, mostly because an SSO article is outdated. After updating it, they launch Fin to 10% of Messenger traffic for two weeks and review unresolved questions daily.
Traps
Turning on every channel on day one; launching without a content owner; expecting Fin to perform account actions without Procedures/Actions; and failing to verify that handoffs reach the correct team.