We are trying to encourage users to research before they send us a message. Even while using Fin.
When we enabled “Require users to search before starting a conversation,” users got completely confused, and we got many emails about messaging not working.
There isn’t anything to guide users to research first, the message option just disappears. It’s easy to use when you know what you must do, but without some instruction, it causes the reverse - a spike in conversations via email.
Having guided text of some sort may be helpful - “feel free to take a look at articles before you message us” or “messenger will become available after taking a short peruse of our articles...”
