Issue: Fin sometimes have a follow up question, “Is that what you were looking for?” / “Did that helped?”
Customer replied: “ok” “okay thanks” “cool” “got it”
BUT, they’re not totally done with their concern.
This is affecting Fin CSAT.
Answered
Is there a way to make FIN AI to not abruptly close the chat once confirmed resolved?
Best answer by Sean Meade Forum Support Lead
Hi
Thanks for the thoughtful follow-up here, and for sharing the detail on what you’ve already tested.
What you’re seeing is expected based on how Fin currently handles confirmed resolutions. If a customer replies with a positive acknowledgement like “ok thanks” or similar after Fin has answered, that can be treated as a confirmed resolution, and Fin will close the conversation as resolved.
On your first question: yes, the short-term follow-up behavior is configured inside the Let Fin handle step in a workflow. In Use Fin AI Agent in Workflows, under At the end of the conversation, you can choose what happens when a customer goes inactive after Fin answers:
- Fin will confirm whether the user still needs assistance
- Fin will offer escalation
- No follow up
A key detail here is that this follow-up is for inactive customers after Fin answers, and for chat the timer is 4 minutes and isn’t configurable.
As explained in Fin AI Agent resolutions, that follow-up message itself isn’t counted as an answer and doesn’t change whether the conversation is considered resolved.
So in the scenario you described, I don’t think you’re missing a configuration step. If the customer actively replies with something positive, Fin can mark that as resolved and close the conversation before a post-close workflow has a chance to “intercept” it.
The When Fin closes a conversation trigger in Use Fin AI Agent in Workflows runs only after Fin has already closed the conversation, so it’s better suited to actions like CSAT, tagging, or assignment rather than preventing the close itself.
If you want to involve human support more often, the closest supported option today is to use “Fin will offer escalation” in the Let Fin handle step, rather than relying on a confirmed-resolution workflow to stop closure after a positive reply.
Hi
Thank you so much for your detailed response! This is incredibly helpful and validating to hear that other teams are experiencing the same pain point.
Regarding the short-term fix you mentioned (customizing the follow-up question to something like "Do you have any other questions, or are you all set?"), how exactly do you set this up? Is it located inside the "Let Fin handle" configuration? I’ve attached a screenshot of what we currently have under "Let Fin handle"—could you point me in the right direction to edit those resolution confirmation settings?
On the deeper issue, we are running into the exact behavior you described. We currently have a confirmed resolution workflow, but it doesn't solve the issue because the moment Fin catches any positive-sounding reply, it abruptly closes the chat, completely bypassing our workflow.
We actually tried implementing a variation of your button workaround. We set up a workflow to trigger once Fin recognizes a confirmed resolution, presenting the user with three buttons:
-
"That's great, thank you!"
-
"I still have some questions."
-
"Talk to an agent."
Unfortunately, it didn't go well because the chat was still being forcefully closed out before the customer could properly interact with the buttons.
Am I possibly missing a step in the configuration to prevent Fin from overriding the workflow and closing the chat? I would love to hear your thoughts on this, or if you have any tips on how to properly implement that custom bot step so it intercepts the closure successfully!
Thanks again for your guidance!
- Intercom Team
- Answer
Hi
Thanks for the thoughtful follow-up here, and for sharing the detail on what you’ve already tested.
What you’re seeing is expected based on how Fin currently handles confirmed resolutions. If a customer replies with a positive acknowledgement like “ok thanks” or similar after Fin has answered, that can be treated as a confirmed resolution, and Fin will close the conversation as resolved.
On your first question: yes, the short-term follow-up behavior is configured inside the Let Fin handle step in a workflow. In Use Fin AI Agent in Workflows, under At the end of the conversation, you can choose what happens when a customer goes inactive after Fin answers:
- Fin will confirm whether the user still needs assistance
- Fin will offer escalation
- No follow up
A key detail here is that this follow-up is for inactive customers after Fin answers, and for chat the timer is 4 minutes and isn’t configurable.
As explained in Fin AI Agent resolutions, that follow-up message itself isn’t counted as an answer and doesn’t change whether the conversation is considered resolved.
So in the scenario you described, I don’t think you’re missing a configuration step. If the customer actively replies with something positive, Fin can mark that as resolved and close the conversation before a post-close workflow has a chance to “intercept” it.
The When Fin closes a conversation trigger in Use Fin AI Agent in Workflows runs only after Fin has already closed the conversation, so it’s better suited to actions like CSAT, tagging, or assignment rather than preventing the close itself.
If you want to involve human support more often, the closest supported option today is to use “Fin will offer escalation” in the Let Fin handle step, rather than relying on a confirmed-resolution workflow to stop closure after a positive reply.
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