Holiday Mode

Hi ​@Michel Lenz 

You can't set a single dedicated "Fin message when a human is requested" in one place. Instead, you control what customers see through workflows and messages around Fin.

Here's the best-practice setup for holidays:

1. Create a workflow that triggers on "Customer sends their first message":

   • Add a message step explaining the delay:
     "Our human team is on reduced hours for the holidays, so responses may take longer than usual. Let me try to help you in the meantime!"

   • Then add a "Let Fin answer" step so Fin can still resolve issues.​

2. If Fin can't resolve, add another message in the workflow path before handing off to your team:
   "I couldn't fully resolve this, so I'm connecting you to the team. Please note response times are slower during the holiday period."​

3. Update your office hours (Settings > Workspace > Office hours) to reflect reduced availability, so customers see accurate reply times.​
   
   (Optional)

• You can add a special notice at the top of Messenger to inform customers your team is on holiday.​

• Configure Fin's intro message (Fin AI Agent > Deploy > Chat) to mention the holiday schedule right when customers first interact with Fin.
  
  For more details and examples, you can also check the article ​@Luka Dujmovic  shared above, it covers Fin, workflows, office hours, and special notices in more depth.

Thank you guys for your answers, sorry for my late reply