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How to forward the conversation to an email if Fin cannot answer a question?

  • 29 November 2023
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If Fin CANNOT answer a question, can it shows a editbox and ask the visitor for his email, after the visitor input the email and click “Submit” button, the conversaion will be sent to an email address automatically?

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Best answer by Eden 7 December 2023, 23:13

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Hi @ccw 👋 Eden from the support engineer team here.

 

At the moment, it is not possible to specifically direct Fin to forward a conversation to an email address when it cannot find an answer. When Fin answers and the customer clicks that helped, it ends the conversation, otherwise if the end user clicks “Talk to a person” the conversation will be routed to the team. I can see how this feature request would be useful though! 

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