I am currently setting up the Fin AI Agent. I have a question regarding the "Talk to a human" flow.
When a user triggers the handoff to a human agent, how are the notifications handled for the assignee (or the team inbox)?
Does the assignee receive an immediate email notification?
Is it purely an in-app notification/browser push?
I want to ensure that when the AI hands the conversation over, our support team is alerted immediately, even if they aren't staring at the Intercom dashboard.
Thanks in advance!
Best answer by Conor
Hey @Sohaib Sultan ! Welcome to Intercom’s community forum. The notifications will be based on each teammate’s personal notifications (see this help page).
If you’d like to add to that further (eg: if you have such low volume of conversations getting handed off from Fin to a teammate or team inbox that they may be totally out of the habit of responding promptly to those notifications), then you may want to set up notifications to a Slack channel (although that will be very noisy if there’s anything more than a handful of conversations per-day).
In general, I recommend that you set up balanced assignment or round robin for team inboxes (depending on the type of support you give), which will then reduce the risk of conversations getting skipped over.
Hey @Sohaib Sultan ! Welcome to Intercom’s community forum. The notifications will be based on each teammate’s personal notifications (see this help page).
If you’d like to add to that further (eg: if you have such low volume of conversations getting handed off from Fin to a teammate or team inbox that they may be totally out of the habit of responding promptly to those notifications), then you may want to set up notifications to a Slack channel (although that will be very noisy if there’s anything more than a handful of conversations per-day).
In general, I recommend that you set up balanced assignment or round robin for team inboxes (depending on the type of support you give), which will then reduce the risk of conversations getting skipped over.
