I noticed a bit of a peculiar behaviour in Fin. We have several guidances set up in regards to routing chats to team members. Fin generally applies them when appropriate and this is working well.
However, sometimes users are extremely polite and they thank Fin for routing their request. This is immediately interpreted as a positive response to the request with Fin assuming the query is solved and closing the chat.
I’ve tried formulating a different guidance to prevent Fin from closing these chats but it does not work. We do not want to disabled the auto-close feature entirely but it’s also not ideal to have Fin close chats where the expectation is very much a human response.
I believe there should be a mechanism to prevent Fin from ever closing any chats that have been routed to the team.