Escalation Rules are a great addition to the software but currently lack the flexibility of Guidance.
My biggest gripe: Fin is finnicky (no pun intended) in scenarios when I want it to explain why it is escalating before it actually does. Instead, the moment an Escalation Rule triggers, Fin immediately ignores any other guidance I had written in the rule and hands back off to the workflow, which is a bizarre experience if you’re an end user.
A few ideas of how to improve:
- Create a new workflow trigger titled “If an Escalation Rule is triggered” (so I can then personalize the resulting workflow).
- Allow for conversations to auto-tag upon a certain Escalation Rule firing. (That way I can modify my existing workflow to check for those tags and offer personalized messaging according.)
- I’m sure there are other ideas that fellow Intercom customers may have as well.
Again, big fan of Escalation Rules as a concept, but currently it just isn’t as flexible as I would like.