Use Fin to re-engage customers waiting on a first reply | Community
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Recently we made a small change with a big impact in our Intercom workspace. We’ve now enabled Fin to re-engage customers if their conversation hasn’t been picked up yet. After a set wait time, Fin checks back in: “While you're waiting, would you like to chat with me (Fin AI Agent)?” If the customer says yes, Fin will attempt to resolve the customers issue. If not, the conversation stays right where it is in the team queue.

 

Why this matters?
Because it’s a game-changer for speed and efficiency. We’re seeing more conversations resolved automatically, fewer customers waiting around, and less work piling up for the team.

 

How to enable it in your workspace:

  1. Go to your Workflows page

  2. Create a new workflow using the If teammate has been unresponsive trigger

  3. In your audience rules select the team inbox(es) you want this to fire in, and the amount of time the Workflow should wait before firing (e.g. teammate has been unresponsive for 1 hour, this means the conversation has been waiting an hour with no human reply)

  4. Have an opening message telling your customer Fin is here and ready to help with yes and no reply buttons

    1. If yes, next step in the Workflow is to Let Fin Answer

    2. If no, send another message telling the customer they are still in the same position in the queue (you can also link to this message if the customer does re-engage with Fin, Fin can’t resolve and the customer asks to talk to a human

Bonus tip: Create a new tag and tag the conversation if the customer chooses to talk to Fin again. With this, you can report on how many conversations were resolved by Fin re-engaging

And that’s it — Fin will take care of the rest 💬⚡️

Hi! Thank you for sharing your workflow! I have a question about the Workflow to Let Fin Answer. How did you manage that? We’d like to engage Fin again when human support is successfully finished, but I’ve received word from Intercom that that would be impossible. Thank you!

Hey Marilou! When you say you want to engage Fin again when human support is successful, could you expand on that a bit more? What exactly would you like to do? Or even better if you could give me what a dream scenario would look like, just so I can make sure I’m on the same page as you and we can figure out from there what’s possible or not possible!

Hi Kevin,

Thanks so much for your response!

Let me sketch out my ideal scenario for you:

A customer asks a question and receives an answer from Fin. However, the issue requires additional help from one of our colleagues, who then jumps in and successfully resolves the query. After that, the customer comes back with another question, one that Fin could easily handle. In that case, I’d love to give the customer the option (maybe even a button) to choose to continue the conversation with Fin again, if they prefer, or if they want to stick with the customer. I expect that due to the high efficiency of Fin, many customers can be nudged to take that Fin option there! Would that make sense?
Thanks so much for thinking along with me! 😊

Thanks for the explanation Marilou, definitely makes it clearer!

 

I’ve been thinking on this and there is a couple of ways I think it might work in the product, but they wouldn’t necessarily be the best customer experience:

 

  1. If a customer replies and you (the customer support rep) thinks Fin can/should handle it, then it would be on you to “trigger” Fin. What you could do is setup a workflow using the “teammate changes the conversation assignment” trigger. In the audience rules you would have a specific inbox, and when you manually assign a conversation to that team inbox then the workflow should fire. In the workflow, you would need to send a message to the customer asking them if they want to speak to Fin and if they say yes, then you’d need to ask them to repeat their question and then use the “collect customer reply” step in your workflow, and from there the next path would be Let Fin Answer
  2. Similarly to above, instead of assigning to another inbox you could build the same method using a reusable workflow, in which you (the support rep) would need to manually trigger from the inbox. Again, if the customer wants to speak to Fin they would need to repeat their question so the “Collect customer reply” step in your workflow can then get that information and pass it to Fin

So while it is possible, you would have to do it via workflows and you would have to ask the customer to repeat themselves as Fin wouldn’t be able to answer what the customer has previously as it’s not part of a Fin step in a workflow, if that makes sense. So while it’s possible, I’m not sure if it’s something I would recommend!

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