Fin currently appears to have only two possible outcomes for a conversation it handles: resolve the conversation or escalate it to a human teammate.
This creates an issue when a customer needs to temporarily leave the conversation to test, check, or verify something and then return with the result.
For example:
Customer: “Okay, thank you. Let me check this on my site and I’ll get back to you.”
Fin interprets this as confirmation that the issue has been resolved and immediately closes the conversation. The customer then receives a CSAT survey before they have had a chance to return, which can result in negative feedback.
It would be really useful if FIN can actually wait and keep the conversation open.