Hi,

We’ve got an internal tool that uses the content of the conversation to determine whether the issue was resolved and some other things eg. quality of the outcome.  Been thinking about possibly making it available on intercom to others, if you’d like to give it a go lmk.

Jon

To encourage clients to click “Yes, that helped” and improve your confirmed resolution rate, you might try these methods:

Add a Gentle Reminder: At the end of conversations, use a brief, friendly prompt asking, “Did this help?” A small nudge can remind users to confirm the resolution.

Use Visual Cues: Make the confirmation button more visible or engaging by experimenting with its color, placement, or wording, so it’s easier for clients to notice and interact with it.

Explain the Benefit: Include a short message explaining why feedback matters, like “Your feedback helps us improve!”—this can motivate users to take action.

Automate Follow-Ups: Send a quick follow-up message to ask if the answer solved their issue, including the confirmation button for convenience. This keeps the request top of mind.

Test Alternatives: Consider using wording like “Is everything resolved?” rather than “Yes, that helped” to ensure clarity.

These techniques can help clients feel engaged and encourage more frequent confirmations.

Hi Nur,

I found your reply hopeful, but I do have some questions regarding your points:

• Add reminder: Do you mean adding a reminder in the automated flow somehow? Or did you imagine sending it to the customer manually?
• Visual Cues: Was changing buttons a functionality which has been changed since your answer? I don't see this possible here, am I missing something? See screenshot:

• Explain benefit: Same as Add reminder, where would you suggest implementing this?
• Automate follow-up: I seem to remember seeing a follow-up option somewhere but can't find it anymore - any idea where I can find it? 

Thanks!

Hi! 

We had the same issue, when we first started. One small thing I did, was making Fin be open for longer periods of time. So he didn’t auto close so fast, this way customers have the opportunity to come back to the chat and ask more questions, and have to either press “that helped” or “talk to a person” before opening a new chat.  

Hello ​@Frederik Hofvander  I love this suggestion, but how long did you extend this option for the customer to not auto close fast? And how this affect your resolved reports? 

Hi Eloisa,

We actually have Fin conversations open for 12 hours now. This way they have to either press “that helped” or “talk to a person” for them to either open a new chat or get on.

This has worked very well for us. Give a try, you can always send me a message if you have any further questions.