Hi ,
Currently in your workflow settings for FIN AI I can not place any type of rule IF the customer leaves the conversation without selecting between 2 options.
We would like to have some type of rule setup for the cases the customer leaves the conversation X amount time that the conversation is marked with a specific tag we have set up so that we can follow that one up easily.
The system shows and groups the conversations that were left unattended by the customer but were solved by our admin team by answering/double checking in the list of resolved inbox, which is not %100 correct.
See below example, the customer did not respond to any of the 2 options, our teammate has solved the case by chasing the customer and the system marked it as resolved by FIN AI?? Totally incorrect.
Auto closing options:
In addition to this, you do not have split way of defining time for closing the chats for each case and everything is grouped under 1 specific set of time.
What if we want to set 2 minutes for 1 and 2 days for the other options in the selections?
Its useless in this case.
Also the option called “if fin has answered the question” does not necessarily mean Fin has solved the question.
So this rule is applying also the ones where the customer is still waiting fotr an answer, therefore it also has no use for us.
So we need an extra option where we can select “if the customer has marked is as That helped my Question”
