Customers just asking "agent" without giving Fin a chance
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Customers just asking "agent" without giving Fin a chance


  • March 31, 2026
  • 7 replies
  • 24 views
André W
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Hi community 👋

Has anyone found an effective way to handle customers who open a conversation by simply typing “agent”, without giving Fin / the AI Agent a chance to help?

I’ve tried:

  • general guidance encouraging self-serve first (minimal impact), and
  • enabling “Set expectations for human support”, which unlocks “Ask for information before handover.” However, in our case the bot does ask a follow-up question, but then hands off to a human agent before waiting for the customer’s reply.

What I’m looking for is a smarter approach (likely via guidance/behavior rules) where, when someone just types “agent” up front, the bot:

  1. probes for key details first,
  2. attempts to answer appropriately, and
  3. only escalates if it can’t be resolved.

Any best practices, example setups, or wording that’s worked well for you would be hugely appreciated 🙏🏼

    7 replies

    K
    Forum|alt.badge.img+1

    Inside your workflow builder, if you click on the steps that involve Fin, you can toggle on “Collect more information when a customer asks to speak to the team”.  Turning this on has increased our resolution rate significantly! 
     


     

    André W
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    • André W
    • Author
    • New Participant
    • April 1, 2026

    Thanks, Katee 🙏🏼

    Just to confirm, is that the ‘Ask for more information before handover’ option inside the ‘Let Fin handle’ block?


    I did try that before. Our bot did ask probing questions, but just handed off anyway.

    It felt a bit schizophrenic, like it would ask probing questions, and instead of waiting for a customer reply, it would just hand off anyway right thereafter ;P

    André W
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    • André W
    • Author
    • New Participant
    • April 1, 2026

    ...or is that more the 30-second rule?

     

    K
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    Yeah! That’s where it’s located. I believe that if it goes 30 seconds without a reply from the user, it still hands over. I am not sure if this is something that has changed, as we just implemented this about 2 months ago in our account. 

      T
      Innovator ✨
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      I had this same problem too “open a conversation by simply typing “agent”, without giving Fin / the AI Agent a chance to help”

      I was advised that you can use Escalation guidance to also drive when you don't want to escalate , so I created a DO NOT escalation guidance rule such as…

       

      When a customer asks to speak to a human or an agent within their first message without providing any context for their enquiry, (such as "Please connect me to an agent")  Fin should first politely ask the customer to explain the reason for their contact.

      DO NOT offer or suggest to transfer the customer to a human teammate.

      DO NOT reference that you acknowledge that they want to speak or be transferred / connected to a human teammate

      DO NOT suggest that asking for information / clarification on the reason for contact will result in connection / transfer to a human teammate / agent.

        André W
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        • André W
        • Author
        • New Participant
        • April 1, 2026

        Thanks, Thomas! I tried guidance before, which didn’t work as intended - but I might try it again 😃

        T
        Innovator ✨
        Forum|alt.badge.img+3

        Thanks, Thomas! I tried guidance before, which didn’t work as intended - but I might try it again 😃

        Mine’s not perfect and we still see issues with it, ignoring the escalation rule. But something / better than nothing 

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