We have implemented multilingual Fin to support our users in 13 different languages. We’ve customized the welcome message for each language, but cannot customize the message sent when Fin closes the conversation or hands over to a support rep.
For customizing the handover process to a human support rep, there are two main advantages:
- Managing language expectations:
We’ve enabled multilingual Fin for 13 commonly spoken languages among our users. However, our support team doesn’t cover all these languages fluently. For instance:
- We've added Hindi support but don’t have Hindi-speaking reps. It would be beneficial to inform users during handover that our responses will be in English.
- For German, while we don’t have dedicated support reps, our German-speaking Customer Success Managers can assist depending on availability. In such cases, the handover message could inform users that they’ll hear back in either English or German.
- Setting expectations during holidays or other high-demand periods:
With the holiday season approaching, response times may be longer due to limited staffing. The ability to customize the handover message would allow us to set clear expectations, such as specifying expected delays or providing alternative resources for immediate help.
