Fynn, the AI agent by Deskwoot
AI agent by Deskwoot
Runs on Claude Sonnet 5
Built to answer like your best teammate
We built Fynn to answer your customers the way your best teammate would: from what your business actually knows, in the customer's own language, and with the judgment to step aside when a person should take over. Fynn is the AI agent inside Deskwoot. It runs on Claude Sonnet 5 by Anthropic, and we manage the model for you, so there is no API key to set up and no account with an AI provider.
Fynn works in every channel Deskwoot connects: live chat, email, WhatsApp, Telegram, LINE, SMS, X and the REST API. You decide which inboxes it answers in, and every conversation it has lands in the same shared inbox your team already works from.
Its replies are short, usually two or three sentences, and they come only from the content you give it. When that content does not cover a question, Fynn says so instead of guessing and offers a person.
Answers from your own content
Fynn draws on 4 kinds of sources in the Training Hub: your website, your help center, documents (PDF, Word, TXT or CSV, up to 10 MB) and FAQ lists you write yourself. Your website and help center are read again every 48 hours, so its answers keep up as your content changes.
Before it replies, Fynn searches that content for the passages that match the question. You give it instructions, a tone and the facts about your company, and you can test it from the bot settings before it ever talks to a customer.
Fynn answers in the language your customer writes in. When a message is too short to tell, it follows the visitor's browser language, and you can pin it to English or German.
Grounded in your orders
Connect Shopify or WooCommerce, allow order access in the bot settings, and Fynn can answer one of the most frequent questions in support: where is my order. The customer gives the order number and the shipping postal code, and Fynn replies with the status and, once the parcel is on its way, a tracking card that links to the carrier.
Anything more personal waits for proof. Before Fynn discusses specific order, payment or subscription details from Shopify, WooCommerce or Stripe, it emails the customer a confirmation link that is valid for 15 minutes. The chat continues on its own as soon as they click it.
Fynn can also act for you: cancel an order, issue a refund, cancel a subscription, update a shipping address or open a return request. It takes only the actions you switch on, only for a verified customer, and only after that customer confirms in writing. Every reply is also checked for actions Fynn mentions but did not start.
Handing over to your team
When a customer asks for a person, in any language, Fynn hands the conversation to your team. It also hands over when your content runs out or when only a teammate can help, and outside your business hours it tells the customer that nobody is available right now and that they can leave a message.
When Fynn hands a conversation over on its own, it leaves a short note for your team: the issue in one sentence, the order it concerns, the customer's mood and a suggested next step. The customer never sees it.
From there, Copilot works alongside your agent in the conversation. It suggests a reply from the same knowledge and the customer's order data, shows the sources it used, improves a draft or summarizes the thread.
“We handle our users' trading data, so EU hosting and “your AI never trains on our data” aren't nice-to-haves, they're mandatory. Deskwoot had both from day one, DPA included. That it's also cheaper than the big US tools made it the easiest software call of the year.”Customer Operations, Trade Reclaim
Questions about Fynn
The short answers are here. For anything else, ask Fynn below.
Which model does Fynn run on?
Fynn runs on Claude Sonnet 5 by Anthropic. Deskwoot manages the model, so you need no API key and no account with an AI provider. On paid plans you can also run a bot on your own Anthropic API key, and Anthropic bills you for those conversations directly.
Where does Fynn get its answers?
Only from the content you give it: your website, your help center, uploaded documents (PDF, Word, TXT or CSV) and FAQ lists in the Training Hub, plus the instructions and company details in its settings. Websites and help centers are read again every 48 hours. If your content does not answer a question, Fynn says so and offers a person.
When does Fynn hand a conversation to my team?
When the customer asks for a person, when your content does not cover the question, and when only a teammate can act. When Fynn hands over on its own, your agent gets a short note with the issue, the order it concerns, the customer's mood and a suggested next step.
Can Fynn look up orders and take actions?
Yes. With Shopify or WooCommerce connected and order access on, a customer can get an order's status with the order number and the shipping postal code. Specific order, payment or subscription details (Shopify, WooCommerce or Stripe) need a confirmation link sent by email first. Refunds, cancellations, address changes and return requests happen only if you allow them, only for a verified customer, and only after they confirm in writing.
Which channels does Fynn answer in?
All 8 that Deskwoot supports: live chat, email, WhatsApp, Telegram, LINE, SMS, X and the REST API. You choose the inboxes it works in.
Which plans include Fynn, and what does it cost?
Fynn is part of every paid plan. Startup includes 50 AI conversations a month, Business 100 and Enterprise 300, shared with Copilot. Each further conversation costs $0.07 on Startup, $0.05 on Business and $0.03 on Enterprise, paid from a prepaid AI balance. Every new workspace can try Fynn for 7 days, no credit card needed.
