Answered

Fin closes conversations when handing them over

  • 8 August 2023
  • 1 reply
  • 81 views
J

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.

Any advice?

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Best answer by Larissa Alberti 9 August 2023, 18:14

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Larissa Alberti
Userlevel 3
Badge +4

Hey @James Cullinane 👋

Larissa here from Intercom Support.

You can choose how Fin should behave when a customer becomes inactive by editing your Fin profile.

 You have the option to either pass the conversation to a teammate or automatically close it, as you can see on the screenshot below 👇

 

If you have your Fin profile already set up to pass to a teammate and yet the conversation is being closed, I’d recommend that you reach out to our support team with the link of the conversation so we can investigate this further for you.

Hope this helps! 

Customer Support Specialist

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