Allow agents to bring Fin back into a conversation after assignee

Question

Hey everyone 👋We’re currently using Fin as the first line of support, handling all incoming customer conversations.It works great — once a human agent joins the conversation, Fin automatically stops responding, which makes perfect sense in most cases.However, there are many situations where the agent realizes that Fin could actually continue handling the customer effectively after their short intervention.It would be super helpful if agents could reactivate Fin in a conversation — ideally with a simple button or command — so Fin can pick up right where it left off.Is there a way to do this today? If not, we’d love to see this added as a future feature 🙏Thanks!Tamir

Nathan Sudds · Accepted Answer

​@Tamir Golan There is a way to do this by using a Reusable Workflow thatyour agents can trigger from the inbox but I do also think it might be an interesting feature request to have a button you can just click to re-engage Fin to be ready to help the customer using the existing context.Via the⚡ icon you can launch this menu and choose Trigger Reusable WorkflowJust remember when creating the Reusable Workflowto toggle on the option for teammates to use thisfrom the inbox:Here’s more info on Reusable WorkflowsHope this helps!

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