What is Fynn?
Fynn is the Deskwoot AI bot. It answers customer questions on your live chat using your own content, and it hands the conversation to a human the moment it cannot help. Think of Fynn as a first responder that knows your help center cold and never pretends to know something it does not.
What does Fynn do?
When a visitor opens your chat widget, Fynn reads its knowledge, matches the question to your material, and writes a reply grounded in that content. It can resolve the common, repetitive questions (where is my order, how do returns work, what does the plan include) so your team spends its time on the harder conversations. Fynn is part of the bots feature, available on the Startup plan and above, and every new account starts on a 7-day Enterprise trial so you can try it right away.
Where does Fynn get its answers?
Fynn answers only from content you give it. You manage that content in the Training Hub, which accepts 4 source types:
- Help center import. Your published help center articles.
- Website crawl. Pages Fynn fetches from a URL you provide.
- Document upload. Files in PDF, CSV, or TXT format.
- FAQ pairs. Question and answer pairs you write by hand.
Because Fynn grounds replies in your material rather than guessing, the answers are only as good as the sources behind them. Keeping your content current is the single biggest lever on answer quality.
What happens when Fynn cannot answer?
Fynn hands off. When it cannot answer with confidence, the conversation moves to your support team automatically, and your agents see the full history including everything Fynn said. The visitor never has to repeat themselves, and no one is left waiting on a bot that is stuck. Customers can also ask for a human at any point.
How do I get started with Fynn?
Set Fynn up under Settings > Bots, give it a name and tone, assign it to your live chat inbox, and add your knowledge in the Training Hub. The full walkthrough is in setting up the Deskwoot AI bot.
How is Fynn billed?
By default Fynn uses the AI conversations included with your plan, counted once per conversation per month. For the included amounts, overage rates, and auto-recharge, see AI conversations billing. If you would rather run the live chat bot on your own OpenAI or Anthropic key, see bring your own API key.