+1I have a very simple use case. I want Fin to ask for the Project and the Organization before it escalates.
For some reason, Fin continues to frame it like this:
“Would you like me to connect you with a human agent to assist further? Or if you provide more details about your project and organization, I can continue to help you.”
No amount of escalation guidance refining is working.
Fin should be able to handle this, no?
Best answer by Aleksei O
Hi
Personally, I would tackle this by inserting the Fin module into the workflow and defining escalation logic using the Workflows, where both Project and Organization can be asked directly. Branches checking for these attributes prior to the question would eliminate cases, where user is asked for this twice.
+4Hi
Personally, I would tackle this by inserting the Fin module into the workflow and defining escalation logic using the Workflows, where both Project and Organization can be asked directly. Branches checking for these attributes prior to the question would eliminate cases, where user is asked for this twice.
+1Fin treats escalation as a fork rather than a sequence - it asks that question because it thinks that both paths are available at the same time. Depends what you have tried but potentially guidance wording like “You do not have permission to escalate or handoff until you have collected both the Project name and Organization name from the user” could fix it, because prohibiting it is stronger than ordering. But probably the fix is through workflow, an “ask a question step”, before escalation
+1Personally, I would tackle this by inserting the Fin module into the workflow and defining escalation logic using the Workflows, where both Project and Organization can be asked directly. Branches checking for these attributes prior to the question would eliminate cases, where user is asked for this twice.
“where both Project and Organization can be asked directly.” Directly, as in, manually asking for the user to pick or type their project? Anything manual like this is a non-starter for us and is why we’re using AI.
+1I am trying this out with a procedure instead, but having a hard time asking it to trigger on every conversation for a given audience, without exception.
+4
Hi
This is currently a product limitation. You can’t force a Procedure to run on every conversation without exception. Procedures are triggered by customer intent, and Fin evaluates each message to decide whether the procedure matches; they do not start just because a conversation opened. That said, we always love hearing what our customers want, and the best place to share feedback like this is our Community Product Wishlist. I'd recommend searching there first to see if a similar request already exists, and if it does you can upvote it or add your comments. If not, you can create a new one here: Product Wishlist.
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