The Issue
Fin automatically sends the "Did that help?" prompt after every response. When customers say "Yes," the conversation closes immediately. This breaks workflows where Fin provides an explanation but still needs to collect data or perform a handover.
Example:
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Customer: "I want to change my email."
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Fin: Explains the requirements and asks: "Please provide your new email. Did that help?"
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Customer: Clicks "Yes" (out of politeness).
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Result: Fin closes the ticket before the customer can provide the email. This leads to negative CSAT and duplicate tickets.
Requested Improvements
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Toggle Auto-Reply: Ability to disable the "Did that help?" prompt for specific Procedures or Intents.
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Logic-Aware Closing: Fin should recognize if he just asked the user for information; in these cases, the success prompt should be suppressed.
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Custom Follow-ups: Allow the "Yes" button to trigger a specific next step in some cases (not for all conversations) instead of an immediate close.
Business Impact
Reducing "premature closures" will significantly improve CSAT and prevent customers from feeling "shut out" by the bot, while maintaining the efficiency of Fin’s pre-qualifying explanations.
Previous Workaround (Inefficient)
To prevent this, we previously marked these intents as direct handovers. However, this meant agents had to handle the basic explanations themselves. We want to keep Fin’s efficiency in explaining the process (which works in 90% of cases) without him prematurely "killing" the conversation via the success prompt.
