Routing rules, team structure, SLAs, and ticket types are unglamorous, but they're what stops automation from compounding chaos. We design the inbox so Fin, your agents, and your workflows all know exactly which conversations belong to them and what good looks like for each.

Every customer journey has decision points: who handles this, what does Fin try first, when does it hand off, what happens after resolution. We build those decision points as Workflows so the logic lives in Fin, not in a wiki. Repeatable, testable, easy to change as you learn.

Deflection ends where action begins. To actually resolve, Fin needs to look up an order, check a subscription, freeze a card, or update an account. We connect the systems behind your inbox using Data Connectors and Fin Procedures, so AI moves from explaining the answer to delivering it.

Fin's reporting layer is powerful, but only when it's set up against the right structure underneath. We configure conversation topics, custom attributes, Fin's performance dashboards, and CX scoring so every conversation feeds the next round of improvement instead of disappearing into volume counts.