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.