When a customer has a conversation with Fin only (no human interaction) and responds negatively to that conversation, it’d be so handy for there to be an option or workflow that automatically re-opens the conversation and escalates to human support.
Currently, if a customer gives Fin a bad CSAT it’s logged on a report that a human must review to re-open if needed. This relies on the person reviewing to get back to the customer in a timely manner which won’t always be possible and takes resource. If a workflow automatically re-opens the conversation and assigns it to a human for further assistance as soon as it happens it’s a better experience for the customer and streamlines the process.
