Customer Configuration for Sam

Each customer using Sam now gets an editable Sam instance, pre-loaded with Fountain defaults and adaptable to their own workforce and escalation needs.

Previously, Sam ran on shared, Fountain-maintained configurations that customers couldn’t tailor — the same questions, audience rules, and routing applied regardless of workforce or operating model.

What’s new

• Start from a useful default — install a Sam version such as Day 1 or Day 7 with Fountain-maintained questions and default audience logic already in place.

• Tailor the conversation — edit Sam’s questions and add custom instructions for it to follow.

• Choose the right audience — replace the default segment, select different event triggers, and add filtering conditions.

• Test before launch — try the configured agent directly before using it with workers.

• Customer-owned configuration — installed configurations are tenant-specific, so each customer can adapt Sam independently.

Why it matters

A single shared setup couldn’t reflect the different worker populations and escalation needs across Fountain’s customers. Giving each team an editable, self-owned Sam makes the agent more relevant to their operation and far easier to adopt.

Availability

Now available to an initial group of customers — contact your Customer Success representative to get access.

Help Center Documentation

• Set Up Sam

• Use Sam

• Analyze Sam's Results