Is there a way to make FIN AI to not abruptly close the chat once confirmed resolved?

This is a known pain point with Fin's resolution confirmation logic. The short-term fix most teams use is customizing the follow-up question Fin asks before closing. Instead of "Did that help?" (which invites low-signal replies like "ok" or "cool"), rewrite it to something that requires a more deliberate response, like "Do you have any other questions, or are you all set?" - that phrasing is harder to dismiss with a one-word acknowledgment. You can edit this in the Fin configuration under the resolution confirmation settings.

The deeper issue is that Fin currently treats any positive-sounding reply as a resolved signal, with no way to add a delay or a second confirmation step before closing. A workaround some teams use is building a small custom bot step after Fin's resolution check that explicitly asks "Is there anything else you need help with?" with button options (Yes / No) rather than open text. Button-based confirmations are much harder to ambiguously click through. This does require using Intercom's custom workflows alongside Fin, so it adds some setup complexity, but it gives you real control over when a conversation actually closes.

(Disclosure: I work on Velax, an analytics layer on top of Intercom at https://velax.ai - we track Fin's resolved vs. routed rate over time + have the AI Analyize mode so for such cases it really shows if it requires answer or not, which can help you measure whether changes like this actually move your CSAT numbers.)