We use Fin in the Inbox, but we repeatedly run into the same problem: Fin sometimes sends very long messages and occasionally incorrect or irrelevant information.
At the moment, Fin only reliably stops once an agent actively replies in the conversation.
This is a real issue in day-to-day operations because when I’m on the go, I often can’t reply immediately — but I still need to stop Fin instantly as soon as I see that it’s going in the wrong direction.
Feature request: “Stop Fin without replying”
I’m requesting a way to immediately pause or stop Fin without requiring an agent to send a message.
Clear trigger examples
Fin should automatically stop when any of the following happens:
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The conversation is assigned to an agent
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An agent takes over / opens the conversation
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A manual toggle in the conversation header: “Pause Fin” / “Stop AI replies” (one click)
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Controllable on mobile (e.g. via the Intercom mobile app while on the go)
Why this matters
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Prevents incorrect information from being sent to customers (quality & brand risk)
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Avoids unnecessary long AI messages in the chat (customer experience)
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Allows a safe handover to a human even when mobile, without having to send a “placeholder” reply just to stop Fin
Acceptance criteria
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When a conversation is assigned to an agent, Fin stops immediately (no further messages or follow-ups).
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Agents can pause/stop Fin without sending a reply (UI control).
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The feature is available on mobile (at least stop/resume).
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Optional: audit log (e.g. “Fin paused by Gustav via assignment/manual toggle”).