We're trying to get Fin to behave differently depending on when the customer asks for a human. We've tested two separate guidance rules but it's not sticking. Anyone solved this?
Here’s what we want to do:
First message = "offer" escalation
Customer says "representative"? Fin should hit them with: “Would you like me to connect you with a human agent? Or if you tell me what you're looking for help with, I'd be happy to try assisting you first.”
(Reason: Let Fin actually try to help before bouncing them out)
Mid-conversation = "escalate immediately"
Customer says "representative" after you've been chatting? Skip the offer—just connect them. No questions asked.
(Reason: They're probably frustrated and have already interacted with Fin. Don't want to make them explain twice.)