Since we’re part of the beta group, I wanted to flag some feedback and put in a formal request.
We use Fin's OTP verification for any conversation that touches order details like shipping address or phone number, and it works fine on chat. The issue is email. Email support naturally has a longer back and forth than chat, and the current OTP expiration window doesn't leave much room for a customer to check their inbox and respond before it times out.
Would it be possible to make the OTP expiration configurable per channel, or at least extend the default for email? Right now our workaround is that OTP regenerates whenever the customer comes back, so nobody gets permanently locked out, but a longer window for email would cut down on the extra step for customers and the confusion it causes on our end.
Happy to share a specific conversation example if that's useful.
Thanks,