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

​@Fred Walton Would you be willing to share the exact type of guidance used for this behavior? Before guidance was introduced as a feature, we kept adding similar phrases into the most impactful relevant snippets so to “trigger” Fin to provide the information almost at any time. We’ve had good results with that method, and seems that having targeted guidance and targeted content is the best bet. 

​@Fred Walton Would you be willing to share the exact type of guidance used for this behavior? Before guidance was introduced as a feature, we kept adding similar phrases into the most impactful relevant snippets so to “trigger” Fin to provide the information almost at any time. We’ve had good results with that method, and seems that having targeted guidance and targeted content is the best bet. 

​@Luka Dujmovic, this is the guidance we use:

Never tell the customer to "contact support," "reach out to us," "please contact us through the Messenger," "reach out to our support team" or use similar phrasing.
The customer is already speaking to support or sales in this conversation.
Treat this interaction as the support or sales experience.

Instead, respond helpfully by either:
Providing the information or steps they've asked for
Asking for any clarification needed to assist

We have found this works well with a high success rate but we continually update our guidance if we notice any issues. 

I hope this helps.

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