How do I stop Fin from replying to conversations in the email channel if the customer CCs someone else? | Community
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How do I stop Fin from replying to conversations in the email channel if the customer CCs someone else?

  • April 24, 2026
  • 3 replies
  • 113 views
J
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A customer would reach out about a partnership and our Fin would rightly answer and suggest the customer reach out to partnership@, how sometimes the customers would then CC that email in the current conversation and Fin would not stop replying to both the customer AND someone from our company which looks bad.

 

Is there a way to have Fin stop replying to the conversation if a customer CCs someone else? The only path I can think of is an escalation rule that would route to a human whenever someone asks about ta partnership, so Fin won’t even answer. 

Best answer by HugoRm

If you are using Fin with a workflow, perhaps you can try to filter the audience that Fin will interact with? So, only ask Fin to step in if that condition is meet: 

 

3 replies

H
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  • HugoRm
  • Active User
  • Answer
  • April 26, 2026

If you are using Fin with a workflow, perhaps you can try to filter the audience that Fin will interact with? So, only ask Fin to step in if that condition is meet: 

 

Roy
Top Expert ✨
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  • Roy
  • Top Expert ✨
  • April 26, 2026

Hey ​@Jackson Khan 👋,

 

Hope you are doing well! 

​@HugoRm is spot on—if you're looking to stop Fin from replying to CC'd emails, you'll need to define the following rules. 🛠️ Just to add my two pence: you can apply this rule globally via the following path:
Fin -> Deply -> Email + Fin will respond to:
 


Hope that helps, let us know if you have any further questions. 

Have a Londonful day ahead 💂

 

Cheers,

Roy 🇬🇧

🇬🇧 Top of the shop. Cheers from London.
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  • Jackson Khan
  • Author
  • Connector
  • April 27, 2026

If you are using Fin with a workflow, perhaps you can try to filter the audience that Fin will interact with? So, only ask Fin to step in if that condition is meet: 

 

We do use workflows, but not sure how using “when customer sends any message” will help because according to documentation, the only way Fin will stop responding is if a teammate responds in the channel the messages are coming in, in this case email. 

 

Hey ​@Jackson Khan 👋,

 

Hope you are doing well! 

​@HugoRm is spot on—if you're looking to stop Fin from replying to CC'd emails, you'll need to define the following rules. 🛠️ Just to add my two pence: you can apply this rule globally via the following path:
Fin -> Deply -> Email + Fin will respond to:
 


Hope that helps, let us know if you have any further questions. 

Have a Londonful day ahead 💂

 

Cheers,

Roy 🇬🇧

This is through simple deploy, but we use Fin in workflows. I do appreciate that “email CC is unknown” is actually a better idea than just putting partnerhsips@, as it should catch all emails.

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