We operate as an agency and handle support for multiple brands. Each brand has its own inbox and Fin setup with brand-specific knowledge and tone.
The problem:
Sometimes customers send emails directly to our agency email address, even though their request relates to one of our brands. Currently, there's no way to have Fin analyze and categorize the conversation first, route it to the correct brand inbox, and then let that brand's Fin respond.
Current limitations:
- Fin Attributes are only assigned at the end of a conversation or as part of escalation rules – not before Fin responds
- Using message content filters isn't practical because inquiries are too varied and individual
- Manual routing defeats the purpose of automation
Desired workflow:
- Email arrives in agency inbox
- AI analyzes the conversation and identifies which brand it relates to
- Conversation is automatically moved to the correct brand inbox
- That brand's Fin setup handles the response
Request:
Please add:
- The ability to use AI-based classification to route conversations to the correct inbox before Fin responds
- The option for Fin to respond to moved/rerouted conversations without requiring the customer to send a new message
As of right now, even if we manually move a conversation, Fin cannot respond to it – the customer would have to reach out again. This makes multi-brand support impractical.