Fix the Loop: Don’t Tell Customers to Contact Support When They're Already Talking to Fin

Fred Walton · 2025-05-28T12:59:59+00:00

We noticed a recurring issue in some of our Fin-involved conversations. Fin was surfacing Help Center content that included phrases such as "please contact support" or "reach out to us through the Messenger."While this wording makes sense when someone is reading an article independently, it can cause confusion during a live support interaction. When Fin presents this type of content mid-conversation, it can give the impression that the customer is not already receiving support. This creates friction and can lead to drop-off.To improve the experience, we provided more specific guidance for Fin to follow. We instructed it not to include phrasing that directs customers to contact support, since they are already in a support conversation. Instead, Fin should treat the interaction as part of the support experience by either providing the information the customer needs or asking for clarification to help resolve the issue.This change reduced unnecessary loops and made Fin feel more integrated into the support experience.It was a small adjustment that led to a noticeable improvement in how helpful and natural Fin’s responses felt to customers.

Fix the Loop: Don’t Tell Customers to Contact Support When They're Already Talking to Fin | Community

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