In proactive web chat messages

  • 28 November 2023
  • 1 reply


On proactive web chat message, I have choose “let Fin respond” but it only says time to be responded. Is it possible to answer to customer? is it possible to ask for email when nobody answer? and “continue on WhatsApp”?



Best answer by Eden 7 December 2023, 22:58

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Userlevel 3

Hey @User2089 👋 Eden from the support engineer team here.


I see you spoke to the Support team about this and will include their response below!


The Fin response will vary on the question asked depending on the content Fin has available to answer their question. In the specific example shared, Fin is showing a response setting expectations due to the user writing in outside of office hours at that time. Another thing to note is that with a Fin profile on, the end-user will interact first with Fin according to the audience defined on your Fin profile. This means that when user starts a conversation Fin is looking to provide an answer to the direct question asked using the content set for the Fin profile. For your question about WhatsApp, you wouldn’t be able to continue the same conversation on WhatsApp for a user. 👍