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What is the ideal Fin workflow or process for customer questions where we know manual-intervention would be required?


Our customers often ask questions related to items or transactions where the status or details do not live in our help center. Is there a way we would be able to route those customers directly to an agent? For example, if we know, based on their question attributes, that the answer involves information not contained in our help center?

Best answer by Jacob Cox

Hi @Matt Hsu !

If you implement Fin via a Workflow you should be able to do that. You can, for example, include a Button path that requests a refund and that can skip having Fin try to step in and answer a question. Below is an example of what that could look like.

 

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4 replies

Shauna
Intercom Team
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  • Intercom Team
  • 159 replies
  • June 9, 2023

Hello @Becca Campbell 👋🏼  Shauna here from Support! 

The “audience target” that can be selected for Fin will trigger different types of audiences. At this time, there is no way to exclude specific conversation topics via Fin bot. You can select “How Fin should behave” so that in the event a user asks a question that Fin cannot answer, it will route to the teammates, per the behaviour setting outlined below 👇🏼

 


  • New Participant
  • 2 replies
  • February 6, 2024

In cases where customers ask about processing a refund, this will require a human’s intervention. Currently Fin just explains the refund process but we don’t have a way to get Fin to say something like “let me pass you on to the team. Please provide your details so we can get your refund processed.” Instead Fin explains the refund process and just says “did that help?” Would be nice to route around that. 

 


Jacob Cox
Intercom Team
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  • Sr. Technical Support Engineer
  • 441 replies
  • Answer
  • March 3, 2024

Hi @Matt Hsu !

If you implement Fin via a Workflow you should be able to do that. You can, for example, include a Button path that requests a refund and that can skip having Fin try to step in and answer a question. Below is an example of what that could look like.

 


Heidi Liou
  • New Participant
  • 1 reply
  • May 22, 2024

Hi there!

I saw this tweet from Fabrizio saying “Refunds are also completely automated, and the automation guides the user through the process”. Is there a way to do this with the new Fin chatbot?
https://x.com/linuz90/status/1791089294586576915?s=46


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