I have a specific hand over process for Fin to complete when a customer wishes to speak to a member of the team. Part of this process involves collecting information about the customer through some basic questions.
I have had multiple instances where customers get to this step and then stop sending responses. Fin then closes these conversations, and I never end up seeing them.
In an ideal world, when a customer stops responding during a hand over, I would like Fin to automatically assign the conversation to a team member. If this is not possible, I at least want to prevent the conversation from being closed.
Best answer by Larissa AlbertiView original