In FIN, "always offer human support" is currently a default setting that cannot be disabled or preventend.
However, for certain customer segments (audiences), we have agreements in place where these users should be directed to their own administrator first, rather than to our human support team, if FIN can't resolve their issue.
We'd like to request a feature to support this flow. Ideally, it would work like this:
- FIN attempts to answer the customer's question using our knowledge base, snippets, and past conversations.
- If the customer indicates the answer isn't helpful, they're given the chance to rephrase their question.
- If FIN still can't provide a satisfactory answer, instead of offering human support, the customer should be directed to their own administrator.