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

Hi ​@Ilija Milovic!
 

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!