Description :
We operate with multiple support tiers (Level 1, 2, and 3), where query complexity increases with each level. We'd like to deploy Fin on our email support channel, but only for queries where we're confident it can deliver accurate answers.
For Level 1 and Level 2 requests, Fin handles responses reliably. However, for Level 3 requests, the answers are significantly less accurate, and we need a human agent to respond instead.
What we'd like:
The ability to configure a workflow where, upon receiving an inbound email, Fin first detects the support level via a custom attribute, and then routes accordingly: Fin answers Level 1–2 queries automatically, while Level 3 queries are routed directly to a human agent — without Fin attempting a response.
Today, Fin either answers or doesn't, but there's no way to conditionally gate its response based on a pre-classified attribute before it decides to engage. This would give us much more control over where Fin adds value versus where it could hurt the customer experience.