When a human agent takes ownership of a case, particularly for complex, multi-step issues like repair bookings or courier collections, and Fin subsequently handles part of that conversation (e.g. answering a status update, running a procedure), there is currently no native way to automatically return the conversation to the original owning agent once Fin's involvement ends or escalates.
Our agents handle cases that span multiple touchpoints. An agent may book a scooter collection or repair, making them the case owner with full context. If the customer later contacts us again, Fin may handle the interaction but when Fin escalates or the conversation needs human attention again, it lands in an unassigned team queue. The original agent loses the case unless they find it or it gets manually reassigned to them.
The only current workarounds I can think of:
- Agent name tags + a workflow branch per agent (brittle, requires maintenance as the team changes)
- Creating a new custom attribute (however, we've exhausted our attribute allowance on reporting-critical fields)
None of these are clean solutions, they all require ongoing manual maintenance or sacrifice something else.
The ask: A native "Case Owner" concept at the conversation level, separate from the current assignee, that:
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Can be set by an agent when they take ownership of a case
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Is preserved throughout Fin's involvement in the conversation
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Automatically reassigns the conversation back to the case owner when Fin escalates, hands off, or the conversation leaves the bot inbox
Alternatively, a workflow trigger condition of "previous human assignee" that can be used to route conversations back to whoever held the conversation before Fin took over.
As teams adopt Fin more deeply particularly on email channels where conversations reopen and span days or weeks, case continuity becomes critical. Fin is excellent at triaging and answering, but the handoff back to a human needs to be intelligent, not just "drop it in the team queue." This feature would allow teams to confidently expand Fin's scope without sacrificing the accountability and context that comes with named case ownership.
This would affect any teams using Fin on email or async channels with multi-touchpoint cases, repairs, logistics, complaints, or anything requiring follow-up over time.
Thanks
Ed