Hi, we have our workflow set up to allow 5 minutes to have a team member answer incoming chats and emails during office hours, Fin kicks in before the 5 minutes and answers the chat or email. When one our team members replies to a chat or email Fin will then reply to the team member. Has anyone experienced this? I feel like its an easy fix , not sure if we are missing a step in our workflow. Any advice would be greatly appreciated
Fin replying to team member
+1Have you created any guidance's around Fin not replying to a teammate once they answer the question?
Yes, we have created guidance
To avoid duplicate communication, Fin should NOT reply when a team member has already responded to the email, chat, conversation, or thread.
Do you have any suggestions, should we change the guidance?
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