At present Fin has a wide gap between confirmed resolved conversations and assumed resolved conversations. Our Help Centre articles are updated, it’s usually regarding more complex or personalised queries. Whilst some of the assumed resolved conversations are resolved, a lot of them are not. Is there a way to add in another follow up from Fin to check the resolution state and thus giving the user more time to respond to these.
Moving forward it could be helpful to have inactive conversations to be escalated to a teammate so that the 'Assumed resolution' conversations can be automated within a workflow. From what I’ve been looking into it seems that a workflow on a customer being unresponsive can only start after a teammate reply rather than from a bot reply. When trying to set this up as an Attribute to route assumed resolved conversations to a teammate Fin just seemed to pass conversations along without trying to resolve them first.
Any advice here would be appreciated - thank you!
