I’ve noticed FIN closing some conversations because the user didn’t explicitly confirm escalation, even though the conditions for escalation were met. The rules I set were:
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Escalate if the user shows negative or neutral sentiment.
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Escalate when the user provides all required information.
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Escalate when the user requests escalation.
The issue is that when a user provides all the information and FIN sends the escalation message “An agent will be with you soon,” it later follows with “Is there anything else I can help you with?”
If the user responds with something like “No,” FIN ignores the first escalation message and treats the user’s “No” as a signal to close the chat. Instead of keeping the ticket open for an agent, it ends the conversation.
