Tips for connecting users to team after FIN

  • 13 December 2023
  • 1 reply

Right now we’re trying to improve engagement with a segment of our customers who have access to chat with our team. After asking FIN a question, they can select the standard “get more help” reply buttons and they’ll be connected with our team. However, we’re seeing a lot of people drop off after asking FIN a question. They’ll get a question that appears unhelpful and will go submit a ticket rather than live chat with our team. We want to help get those users connected with our team rather than dropping off after FIN and submitting a ticket.


Curious if there is anyone here who has ideas or has worked through a similar problem! Any insight would be appreciated!


Best answer by Denis Taranets 15 December 2023, 14:45

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Userlevel 2
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Hi. It seems that you can benefit from this setting in the FIN profile. This way is the user did not react on the FIN reply in any way, the conversation will still be passed to your team