Can I customize the customer-facing message Fin sends when an escalation rule happens?

Question

Hi everyone,We’re using Fin with an escalation rule that hands the conversation off to a human when certain conditions are met.Right now, when escalation triggers, Fin sends the customer a fixed handoff message that repeats word-for-word across conversations. The phrasing doesn’t match our support tone of voice, and it feels robotic.Is there a way to control or customize the customer-facing text that Fin sends at the moment of escalation/handoff?

Cédric V · Answer

Hi ​@בן גטניו,Doc says :"Tip:......To customise the escalation to send a message/collect information, a workflow needs to be set up”from here :https://www.intercom.com/help/en/articles/12396892-manage-fin-ai-agent-s-escalation-guidance-and-rules#h_6db8eefa57So here’s something you can do :Use aWorkflow with Branchesto send your own custom handoff message:Create your Escalation Guidance/Rulein Train > EscalationsGo to your Fin Workflow(Deploy > Chat or Workflows)Add Branchesafter the "Let Fin answer" stepSet the conditionto "Escalation" → select your escalation ruleAdd a "Send Bot Message" stepwith your custom textThen add "Assign conversation"to route to the right team/inboxOptional:You can alsoadjust Fin's global tone of voice .I don't think this will solve your exact use case if you're targeting a very specific handoff message, but it might help someoneif the issue is more aboutFin's overall tone.InFin AI Agent →Train →Guidance →Basics, you can adjust thetone of voice, which can make all of Fin's messages more aligned with your support style.​→https://www.intercom.com/help/en/articles/13177409-customize-fin-ai-agent-tone-of-voice-and-answer-lengthHope it’ll help !

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