Fin needs a structured requirement for reps to record why a trader reached out and how the conversation ended. Right now we get free text notes and optional tags. That creates inconsistent data, unreliable reporting, and no stable labels for QA or automation.
Other platforms already treat this as a standard part of support operations. Zendesk and Salesforce both require a reason and a resolution before a ticket can be closed. Those fields feed directly into reporting and give teams consistent data they can actually use. Fin should offer the same capability.
What we need is straightforward. A native reason field that captures why the trader contacted us. A native resolution field that captures how the issue was handled. Both should be required before a conversation can be closed. Both should use admin defined options so the taxonomy stays consistent. Both should roll into reporting without custom work.
This gives managers clean volume and resolution data. It gives reps a predictable close process. And it gives Windy and Fin the labeled examples needed to classify conversations automatically, improve routing, and strengthen QA.
This is the missing piece that unlocks consistent operational data and better automation.