What is the Deskwoot AI bot called?

The Deskwoot AI bot is called Fynn. It answers customers on your live chat using your help center and Training Hub content, and hands off to a human when it cannot help.

Which plan do I need to use Fynn?

Bots are available on the Startup plan and above. Every new account also starts on a 7-day Enterprise trial, so you can try Fynn right away.

Where does Fynn get its answers?

Fynn answers only from content you provide: your published help center articles and whatever you add in the Training Hub (a website crawl, uploaded PDF, CSV, or TXT documents, and FAQ pairs).

Does Fynn cost extra per message?

No. Fynn draws on the AI conversations included with your plan, counted once per conversation per month. See the AI conversations billing article for the meter, overage, and auto-recharge details.

Setting up the Deskwoot AI bot (Fynn)

The AI Bot is a customer-facing chatbot that automatically answers visitor questions. It uses your own OpenAI or Anthropic API key.

Fynn is the Deskwoot AI bot. It answers visitor questions on your live chat in real time, grounded in your own content, and hands the conversation to a human the moment it cannot help. This guide walks through turning Fynn on for your website live chat.

What is Fynn?

Fynn is the name of Deskwoot's customer-facing bot. When a visitor opens your chat widget, Fynn reads its knowledge (your help center articles plus anything you added in the Training Hub) and writes a reply based on that material. It does not make up answers. If a question falls outside what Fynn knows, the thread moves to your team. Bots are available on the Startup plan and above.

How do I turn Fynn on?

Go to Settings > Bots in your Deskwoot dashboard.
Click Add bot and give it a name your customers will see.
Set the tone and the greeting so Fynn sounds like your brand.
Choose the live chat inbox you want Fynn to handle.
Save. Fynn is now active on that widget.

By default Fynn runs on the AI conversations included with your plan. If you would rather run the live chat bot on your own OpenAI or Anthropic key, see bring your own API key.

How does Fynn learn what to say?

Fynn answers from the content you give it. Connect your published help center so it can quote your articles, and use the Training Hub to add a website crawl, uploaded documents (PDF, CSV, or TXT), or FAQ pairs. A few things that help:

Keep each article focused on one topic so Fynn can retrieve the right passage.
Use clear, descriptive titles and headings. They help Fynn match a question to the right source.
Review your content regularly so Fynn always reflects current policies and prices.

When does Fynn hand off to a human?

When Fynn cannot answer with confidence, the conversation is passed to your support team automatically, so no customer is left waiting. Your agents see the full history, including everything Fynn said, so they can pick up without asking the visitor to repeat anything. You can also let visitors ask for a human at any point.

Troubleshooting

Fynn gives generic answers. Usually the help center connection is off, or there is not enough content. Add more detailed articles, or feed sources into the Training Hub.
Fynn is not appearing on your site. Confirm the bot is assigned to the right inbox and that the live chat widget is installed on your page.
Fynn never hands off. Check the handoff settings on the bot, and make sure agents are available on that inbox.

Good habits

Start with a small set of well-written articles and grow from there based on what people actually ask.
Read handed-off conversations to spot gaps, then fill them with new content.
Give Fynn a greeting and tone that match the rest of your support so the handoff feels seamless.