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How to stop fin from responding after conversation has been assigned to team member?

  • 3 November 2023
  • 1 reply
  • 64 views

Hello, we currently have Fin turned on for our users. It is the first thing our users interact with, we do not have a fin workflow setup yet. Fin will respond first, then if the response was irrelevant or not helpful, a team member will jump in to reply and assign conversation to themselves, in hope that fin will stop responding. However, when the customer replies again, fin will respond again. Is there a way we can stop this from happening?

Sequence:

  1. Customer messages
  2. Fin replies
  3. Team mate assigns conversation to themselves and replies
  4. Customer replies
  5. Fin replies again

I know there is a setting that does not allow fin to ask follow questions, but if we disable that then we lose custom answers. Please advise.

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Best answer by Larissa Alberti 7 November 2023, 17:23

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Userlevel 3
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Hey @Mary Kolodgy 👋

Larissa here from Intercom Support 👋

We would need to look into that in order to understand what’s happening.

I’ll reach out to you directly via Intercom so I can investigate this further.

Have a nice day!

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