Problem:
Currently, when a conversation is handed off from Fin to a human agent, customers often do not realize the transition has happened. Even though our human agents introduce themselves, many customers continue to assume they are still speaking with AI or a “bot”. This creates confusion, frustration, and a less personal experience.
Desired Outcome:
We would like the chat interface to display a clear, system-level notification that highlights when Fin has left the chat and when a human agent has joined. For example:
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“Fin Chatbot has left the chat.”
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“Amye has joined the chat.”
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“Amye is typing…”
This type of messaging creates a visible and intuitive break in the conversation, ensuring the customer understands who they are interacting with.
Why This Matters:
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Improves customer trust and transparency.
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Reduces friction by clarifying when a human is present.
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Ensures that agent introductions are noticed instead of overlooked.
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Matches industry best practices (saw in the Trust Pilot customer chat)
Request:
Please add a built-in, configurable option for explicit Fin-to-human transition messages in the chat interface. Ideally, this could be customizable (e.g., wording and formatting) so we can align with our tone of voice.