Whenever Fin escalates a conversation to our Customer Support team, it automatically sends its own handoff message to the customer (something like "A colleague from our support team will take a look..."). We can't find any setting to turn this off or customize the wording — it just fires every time an escalation happens.
Has anyone found a way to disable this, or at least edit the copy? We'd like more control over what gets sent at the handoff point.
Any pointers would be much appreciated — this is fairly urgent for us right now.
Thanks in advance!
Best answer by Nathan Sudds
@Marius Iburg @noahassan Just an update the most recent office hours recording has a whole conversation on this -- we were able to shape the message for the Handoff using Guidance either on the individual instruction or @Roy also showed how he does it with the Global Guidance on the Procedure so that all routes from the procedure can be tweaked the same way if needed.
Not sure if there’s some sort of feature flag to turn off the messages completely a.k.a. killswitch, if so that’s interesting -- there is one for the scenario when the procedure is ending though, you have that option to delete the message or customize it.
@Marius Iburg We are talking about this right now on the Fin Community Office Hours if you want to join us! I will post an update after we look into it together :)
@noahassan Yes i just wrote the Support Team from Intercom and an employee his name was “JAY” used a “Killswitch” to turn it off and now its working :) I guess you just have to send an ticket to the support team
@Marius Iburg @noahassan Just an update the most recent office hours recording has a whole conversation on this -- we were able to shape the message for the Handoff using Guidance either on the individual instruction or @Roy also showed how he does it with the Global Guidance on the Procedure so that all routes from the procedure can be tweaked the same way if needed.
Not sure if there’s some sort of feature flag to turn off the messages completely a.k.a. killswitch, if so that’s interesting -- there is one for the scenario when the procedure is ending though, you have that option to delete the message or customize it.
