I'm looking to improve our procedure. Currently, when Fin can’t handle a query, it forwards the query to the CS teams gmail with a summary of the issue. This isn’t always accurate or full story. I would like Fin to also include the user’s previous messages so we can see exactly what was said.
This isn’t currently possible with Procedures.
When Fin forwards a conversation to a team inbox the full conversation history isn’t included in that forwarded email.
There’s also no way to manually attach or reference the customer’s earlier messages in that step, because there’s no input field or data connector available for the conversation content.
Even though Fin stores past messages internally (via Fin Memory), that context isn’t visible to teammates or exportable into emails.
So at the moment, the only way for my CS team to see the full thread is to rely on me to open the original conversation in Intercom and paste the users previous messages which isn’t ideal if I’m away