We have recently started using the “Ask for more information before handover” setting within the “Let Fin Handle” workflow step.
We’ve noticed an issue where, if a customer asks “Talk to a person” but then doesn’t respond to Fin’s follow-up question, the conversation is automatically handed over to a teammate after 30 seconds.
Could you consider adding an option to customise this timeout period, or alternatively disable the timeout entirely?
30 seconds can sometimes be too short for a customer to provide a complete explanation of their issue, particularly when they need to gather information, review details, or formulate a more detailed response. Having the ability to increase the timeout, or remove it altogether, would give customers more time to provide the requested information before the conversation is escalated.