Hi all,
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!
