In working with clients, we’ve been running into scenarios where we are trying to improve the response rate and customize Fin’s wording for the end of an assumed resolution to engage the customer and improve the CX score (the client has noticed that CX score is lower if the customer doesn’t confirm the resolution).
It would be helpful to be able to prompt this in some way similar to how you can customize other areas of Fin for example in this Follow up with Inactive Customers screen.
It would also be helpful to know if CX score is impacted by this and if it is, be able to A/B test this ending with a few options proposed by individual teams.
