I would like to suggest a feature where FIN doesn’t answer a message or email if he doesn’t know the answer with a certain confidence leve.
It should immediately transfer towards a human agent to avoid a useless back and forth with a customer or lead.
IMO it’s better to get an extra message to a human agent then sending useless replies to people.
Thanks!
Submitted
FIN ambiguous replies
+3- Intercom Team
Hi
Jennifer here from Intercom
I’ll let our Product Team know this is a feature you’d like to see implemented 🚀
Whenever we do release new features, we announce them on the Product Changes page, so I would recommend keeping an eye there.
This would help my organization. We’ve had Fin sound much more definitive than it should have, with no question at the end to confirm how it went or to indicate it wasn’t completely sure.
It would be really helpful for messages like “If you’re still experiencing issues, could you please provide more details? That will help me troubleshoot more effectively. And remember: you can always ask to speak to a teammate instead!”
We want to emphasize to our users that they will always have access to the team, and to ask if it was helpful/for more information pretty much every time - importantly, this should go beyond the buttons for “talk to a person” and “that helped!”
Things like being able to add or customize more messages than just the first and last (for example, a message that gets sent after every response from the user), having a field to customize the base prompt, etc, would help us a lot.
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