My team and I are using Fin more. The problem here is we don't know when Fin is being used in a conversation. Sometimes we'll see a conversation that will have a waiting time of about five minutes. So we panic and jump into conversation, not knowing that Fin is taking care of it. It's a complete waste of time. When our teammates are working in conversation, so you can see an indicator that somebody else is in the middle of the conversation. You can see their floating heads, as a visual indicator. There's no such thing for Fin. There needs to be. We need to know which conversations Fin is leading charge of. So that way, we don't waste our time trying to get into these conversations thinking that they've just been forgotten about.
Submitted
Visual indicator for Finn
+1Hey
Do you utilize Team Inboxes and the automatic assignment options? And do you have a workflow set up so that conversations that Fin cannot resolve are sent to the Team Inboxes? If you have this set up then your team should only need to either work out of the Team Inboxes (or the “Your Inbox” if using automatic assignment).
With an efficient set up, your teammates can be automatically assigned a conversation only when the conversation requires a teammates reply- you shouldn’t have to filter through all of the conversations and manually jump into them!
Here is a snapshot of our set up:
- Team Inboxes for each department- using the balanced assignment option
- Workflow: Fin is the first responder but if Fin cannot answer the conversation is sent to the applicable Team Inbox based on the customer type.
- Once sent to the Team Inbox, the balanced assignment automatically assigns the conversation to an available teammate.
- Teammates work out of the “Your Inbox” but can pull conversations from the Team Inbox manually as well.
This set up creates conversation inboxes which only include conversations that need your teams reply.
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