A fine-tune example shows Seth how to respond at a specific step of a call. You pick one of Seth's replies from a real call, rewrite it the way you want, and Seth uses your version the next time he reaches that step.
Each example uses this format:
When the caller says the caller's message
Seth should say the exact wording you want Seth to use
When to use fine-tune examples (and when not to)
Use fine-tune examples when you want
Seth to use specific wording at a specific step of the call
To fix a Seth reply that sounded off in a real call
To teach Seth how to handle a situation he keeps getting wrong
To tweak Seth's reply in steps where Rules can't reach, like the order status, returns, escalation, and ticket flows
Do not use fine-tune examples for
Long explanations or facts (use the Knowledge base)
Simple if/then policies (use Rules)
Tasks Seth can't already do, like issuing refunds or looking things up (use Actions)
How to add a fine-tune example
You add fine-tune examples from a real call.
Go to Call history
Open the call where Seth said something you want to fix
Hover any Seth reply in the transcript
Click Fine-tune
The Fine-tune panel opens with:
The step Seth was on (so you know where the example will apply)
When the caller says (pre-filled with the caller's message)
Seth should say (pre-filled with Seth's reply, ready for you to edit)
Edit the Seth should say field with your preferred wording
Click Save and update Seth
The example is live. Seth uses it the next time he reaches that step in a call.
Where to find your saved fine-tune examples
Go to Seth
Open the section called Following rules and fine-tune examples
Click the Manage fine-tune examples tab
You will see all your fine-tune examples grouped by step, for example Asking for the order number, Order not found, or Answering general questions.
How to edit or delete an example
In the Manage fine-tune examples tab, click the step that holds the example
Click the example to expand it
Edit When the caller says or Seth should say
Click Save and update Seth
To remove an example, expand it and click Delete.
You can also click Open source call from the edit panel to jump back to the call this example came from.
How to write a good fine-tune example
A good example has:
A realistic caller message (use the exact wording from the real call when possible)
A short, clear Seth response (one or two sentences)
One idea per example
Fine-tune examples shine for steps Rules can't reach, like inside the order status, returns, escalation, and ticket flows. Use them to shape Seth's wording, tone, and small policy lines in those steps.
✅ Good example:
Inside the Create support ticket step, the caller asks for a callback. Seth should say no without sounding cold.
When the caller says: Can someone call me back about this?
Seth should say: I can't schedule callbacks from here, but the team will reply by email once the ticket is in.
✅ Good example:
Inside the Prevent escalation step, the caller insists on a human. Seth should offer to try first.
When the caller says: Can I just talk to a real person?
Seth should say: Sure, I can pass you on. Most things I can fix in a minute though. Want me to try first?
❌ Bad example:
Trying to make Seth take an action he can't take. Fine-tune only changes what Seth says, not what he does.
When the caller says: I want a refund.
Seth should say: Done, I refunded your order.
❌ Bad example:
Vague trigger, overlong reply. Seth can't match the trigger reliably and the response is too long for voice.
When the caller says: anything about orders
Seth should say: a long, detailed paragraph about order status, returns, shipping, and policies
Keep examples short and specific. The shorter and more specific the example, the better Seth follows it.
Don't include personal info
Seth gets trained on your fine-tune examples, so don't paste personal info like real names, email addresses, phone numbers, or order numbers into an example. Use square-bracket placeholders instead.
Bad
Seth should say: I'll send the receipt to [email protected]
Good
Seth should say: I'll send the receipt to [email address]
Where fine-tune examples apply
An example only applies to the step it was created in. A fine-tune saved on Asking for the order number doesn't affect Answering general questions.
You can save up to 25 examples per step.
Examples take effect on the next call. No retraining or waiting time.
Do's and don'ts
Do
Pull examples from real calls so the caller wording sounds natural
Keep Seth's response short and conversational
Use one example per situation
Test the change with a quick call after saving
Don't
Don't put personal info in the example (use square-bracket placeholders)
Don't write essay-length Seth responses
Don't add duplicate examples that say the same thing in slightly different ways
Don't use fine-tune for things Rules or the Knowledge base do better