Hello!
I’m starting to use Fin AI to answer more queries. At the moment, it’s only involved in some kinds of conversations and we’ll expand it to other topics gradually.
My question is, does Fin process the buttons the user selected when looking for an answer? In my example below, would Fin process that the first message was “Help with my subscription”, and therefore look for the answer in subscription-related knowledge bases?
Thank you!
Hey Andrea!
That's a good question. I even went to check the Help Center content and found this article that says by default, Fin only responds after the user sends a message and does not directly process a button selection as input to find an answer. If you want a button selection to trigger a Fin response, you need to add a message action prompting the user to ask a question.
So, in your example, if the user clicks "Help with my subscription," Fin will not automatically use that selection to look for an answer. To make it work as expected, you may need to structure the flow so that after selecting the button, the user is prompted to send a message before Fin takes action.
If someone could verify if this is correct, I'd appreciate it!
We actually thought the same thing at first, however, we quickly found this is not the case. We haven’t yet found a workaround to do so.
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