Auto-close conversations that have been routed to salesforce team

Have you already tried handling this with Fin Guidance? If you don’t get the expected results with Fin Guidance for escalation procedures, I bet you could either set this up in a workflow somehow, OR you could turn this escalation path into a Fin Procedure or Fin Task (Once you have access, it’s in managed availability). But with the Fin Procedure, I bet you could accomplish what you’re needing here. Guiding Fin, once you escalate and create the backoffice ticket, or do the action for Salesforce escalation, close the current conversation and let the customer know they’ll hear back from the team with your expected closing message info, etc...

Thank you for the suggestion! However, it hasn’t really to do anything with when it escalates, it’s doing that just fine. But when escalation happens (hand-over to Salesforce team action in the workflow builder) it doesn’t close the “copy” of the case in the Fin platform. 

I tried with procedures but those are only triggered by natural language instructions and that’s not consistent enough. I cannot build a procedure with a hard trigger like “when case is handed over do xyz”, at least not what I can find.
 

So the escalation rules are set up in the workflow builder either through actual Escalation Rules or through branching based on values (customer value exceeds xyz, topic is such and so, etc). In those scenarios it hands over to salesforce team immediately, but doesn’t close the convo in Fin.

What is it doing when handing over to the Sales Force team? (Sorry I’m less familiar with the integration there as we use HubSpot on our end). 

Does it “create a ticket” in Sales force or something when it’s escalated? ​@Mark Smets 

The “When a teammate sends any message” trigger will also trigger with Fin Messages. So if you could somehow auto-tag with a custom conversation tag like “escalated to Salesforce” then you could build this workflow. And set it to only send when the teammate assigned is Fin AI Agent, and change the audience to custom, and any conversation with this conversation tag. Then just have the action be close the conversation. 

I guess the hurdle might be figuring out how to tag the conversation. But I bet you could figure out a way with how the salesforce integration works, to get a trigger somehow to add the conversation tag?

It’s a bit different for the Salesforce integration. The case lifecycle/flow is as follows

1. User sends mail to support address
2. SF Mail-to-Case flow creates a case in Salesforce
3. Salesforce automations assign the case to a user in salesforce connected that masks as Fin
4. Conversation created (synced to) Fin platform with metadata
5. Fin workflow assess what it needs to do. Based on (escalation) rules it might immediately route the case to team or go to the Let Find Handle step
6. route to team: Fin changes the case owner in Salesforce to a queue and a human agent will pick it up
7. let fin handle: Fin will handle the case autonomously etc.

The issue is at step 6. When it routes to team Fin will no longer perform any action on the case (as intended) but will also not close the conversation copy in the Fin platform. Keeping that copy open indefinitely skewing reports in the Fin platform etc.

Fyi, Our human agents do not work in the intercom interface, they work solely from Salesforce. As Operations we have access to Intercom Fin to configure workflows, guidances, AI attribute detection etc.

I see, so the conversations are not originating in Intercom, and are using external automations by the sounds of it. 

So that would probably be a limitation of that workflow. I’m assuming you’ve already tried the “Auto-Close Abounded Conversations” settings in your Fin Deploy settings? And those just aren’t triggering if the conversation is immediately escalated to the Salesforce team and Fin doesn’t engage a​@Mark Smets