Hey Sunny!
Do you use Workflows? If you do, this should be pretty easy as you can simply setup a branch in the workflow based on the criteria you set (one path for people who can Talk to a person and the other path for those who can’t and then configure the Fin block in each path according to what should happen for them.

Unfortunately, if you don’t use Workflows, I don’t think you can filter like this, so it would be all or nothing. You can turn this off for all Customers though, that is an option. 

Hope that helps. 

​@Jared Ellis - Thank you for your response. We have dabbled into workflows yet as we are just getting started with Intercom. You mentioned we have the ability to turn this off for all customers - how do we go about doing that?

​@Sunny Rai There is an option in the simple setup where you can define the behaviour Fin takes when it cannot resolve the conversation. There you can pick to Hand over to the team or close and offer other ways to help. 

The process is step 6 in the simple deploy docs here: https://www.intercom.com/help/en/articles/8286630-deploy-fin-ai-agent-over-chat#h_bb129b19f2

If you are using a workflow, there is an option in the Fin Block to decide the same options at the step in the workflow you create.