Hi Intercom Community,

I’m trying to fine-tune how FIN handles unresolved issues. Specifically:

• Is there a way to set a limit on how many times FIN tries to resolve a customer’s question before escalating?
• Can FIN automatically hand off to a human agent after those attempts?

I want to make sure customers aren’t stuck in a loop if FIN can’t help. Ideally, it would try a few times, then gracefully pass the conversation to a person.

Has anyone set this up successfully? Would love to hear how you approached it—or if there’s a built-in way to do this.

Thanks in advance!

—Vanessa