Fin Proactive Conversation Spike Detection

Karl from Intercom shared a great post about retrieving the incident.io API for Fin. But in rare occasions, Customers beat the team, or engineering to the report, I’d like to suggest a sentiment check against last 5 messages, last 10 messages. Fin could be the “canary in the coal mine”

Fin should be able to self assess, and if it sees the same questions asked many times, it should go into “Investigating” mode, message the Incident team in Slack, start handling support without general help centre.

Change tone to recommend troubleshooting, but set expectations that you are currently investigating several users with a similar query, so will update if this is found to be something broader. 

The product should allow orgs to set their own Medians, and defect rates.