New to training Seth? Start with How to train Seth for the full overview of automatic vs custom training.
A fine-tune example teaches Seth the exact words to use at one step of a call. It has two parts: what the caller says, and what Seth should say back. Seth uses it the next time he reaches that step.
You add, see and remove fine-tune examples by asking Coach. Coach first checks that a fine-tune example is the right fix. A fact Seth got wrong goes into his knowledge, a policy becomes a rule, and only wording becomes a fine-tune example.
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 custom skills)
How to add a fine-tune example
Go to Call history and open the call where Seth said something you want to change
Next to Something off?, click Ask Coach. On a call where Seth made a mistake, it says Fix with Coach
Tell Coach what Seth should have said, for example: When a caller asks for a callback, Seth should say the team replies by email.
Coach shows a card with the step, what the caller says and what Seth replies. Click Apply
Seth uses the example from the next call. Make a test call to hear it.
You can also open Coach without a call and describe what you want. See How to use Coach to improve Seth.
How to see or remove your fine-tune examples
Ask Coach: Which fine-tune examples does Seth have? Coach lists them by step, with what the caller says and what Seth says.
To remove one, ask Coach to take it out. Coach shows a card with that example. Click Remove.
Seth stops using it from the next call. To change an example, tell Coach the new wording. Coach removes the old example and adds the new one.
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 made for. An example on Asking for the order number doesn't change Answering general questions.
A step holds up to 25 examples.
Examples take effect on the next call. No retraining or waiting time.