How are you handling people who perpetually skip Fin by starting conversations with “Talk to a person” or similar phrases?
We have a lot of questions that could be answered by Fin but customers aren’t interacting with the bot. Have you found any ways to increase interactions with Fin? Maybe a guidance? I’ve tried the “ask for more information before handover” in our Workflow, but that hasn’t helped
Hey
That can be a tricky one - we notice it on our side as well! We’re of the mindset that we want Fin to jump in and help customers wherever it makes sense, but we also want to be cognizant of the friction that may be caused by putting multiple hurdles in front of customers getting routed to your team.
We have a template called Triage customer conversations before Fin replies that might help in your case. This will require users take a few more actions before they’re even able to ask their question. You could build some basic steps into this workflow like collecting topic area or other details using reply buttons instead of allowing customers to free type to make sure you’re at least getting some basic information from them to help route their question. Then you could consider having the option for them to ask Fin as the very last step in the Workflow, and include language similar to “Please ask your question now. If I’m unable to resolve this, you’ll have the option to request to speak with a teammate after”.
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