Problem Statement: Currently, when Fin (Intercom's AI agent) hands over a conversation to human team members, it cannot be re-engaged to assist further in that conversation. This limits our ability to leverage Fin's capabilities for follow-up tasks, information gathering, or customer communication during ongoing support cases.
Proposed Solution: Enable @fin tagging functionality within the internal notes section of conversations, similar to how team members can be tagged with @mentions. This would allow human agents to give Fin specific directions and tasks after handover has occurred.
How It Would Work: Team members could type @fin followed by instructions in the conversation notes, and Fin would receive and act on these directions immediately.
Use Cases & Examples:
- Information Gathering:
@fin - please can you find out more about how the customer has their caching setup? - Customer Communication:
@fin - please can you respond to the customer and thank them for their patience while we investigate. - Technical Follow-up:
@fin - I've found a problem with the WP Rocket plugin, ask the customer if we can change the Cache life-span value to one week. - Documentation Requests:
@fin - can you send the customer our guide on SSL certificate installation?
Benefits:
- Seamless collaboration between AI and human agents
- Faster response times for routine tasks
- Reduces human agent workload for standard communications
- Maintains conversation context and continuity
- Leverages Fin's knowledge base access during complex cases
Expected Outcome: This feature would create a hybrid support model where human expertise and AI efficiency work together throughout the entire customer journey, rather than being limited to initial contact only.