I'd love to see Fin gain access to relevant context from a customer's recent conversations, whether those conversations were with Fin itself or with a human teammate.
Today, if a customer refers to something that happened in a previous conversation, Fin doesn't appear to take that context into account and instead relies primarily on the knowledge base. While this makes sense in many situations, there are cases where recent conversation history is critical to providing the right response.
For example, a customer might say, "I already tried that troubleshooting step yesterday," or "Your teammate told me to come back if this didn't work." Without access to that context, Fin may repeat the same troubleshooting steps or miss important signals that the issue should be escalated.
Having visibility into recent, relevant conversations would help Fin provide more personalized and accurate support, reduce repetitive interactions, and make better decisions about when to continue troubleshooting versus when to route the customer to a human teammate.
Ideally, this could be configurable, allowing teams to define how much conversation history Fin can access and over what timeframe.