Fin escalates outside office hours, breaks flow, and creates backlog

Hi,

We’re struggling with Fin’s behavior outside office hours, and at this point it’s becoming a critical issue for us. We’ve been in contact with support, they are looking into it. We’d really like to hear if anyone in the forum has tips or experience with the same issue.

Expected behavior

• Fin should run 24/7
• Answer what it can
• Not escalate when we are closed
• Inform the customer to return during opening hours if needed
• Continue the conversation and close it after inactivity

What is happening

1. Conversations are escalated anyway

• Fin sends the away message
• But still creates an open “unassigned” conversation
• These pile up into a backlog we explicitly do not want

2. Fin stops responding

• The Fin step is skipped completely
• Customers often receive the away message twice
• The conversation just stops

This creates a very poor and confusing experience.

3. Conversations never return to Fin Previously:

• Fin continued after the away message
• Conversations were handled and automatically closed

Now:

• Conversations get stuck after escalation
• They stay open and unassigned
• Fin never resumes

What it looks like

It seems like:

• Escalation interrupts the flow completely
• Fin gets “stuck” and cannot continue
• Settings like inactivity handling are ignored

Impact

• Customers receive incomplete or confusing responses
• Conversations remain open with no real follow-up
• We get unnecessary backlog in unassigned
• We’re close to disabling Fin outside office hours entirely

Key difference from before

This worked fine about a month ago:

• Fin responded after the first away message
• The flow continued
• Conversations were closed automatically

Now:

• Fin steps are skipped
• Away message is sent twice
• Conversations are left open

Question

• Has something changed recently in how escalation interacts with Fin?
• Is there any way to fully prevent escalation outside office hours while still letting Fin continue and close conversations?
• Are others seeing the same behavior?
• Is there anything we might have overlooked or configured incorrectly?

Our workflow today

• Our current flow worked very well a few months ago, but we strongly feel that something has changed since then.

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