Hi all,
Looking for guidance on customizing Fin's default human handoff behavior (We use Fin over API).
Right now, when a user asks for a human (Right from the first message), Fin responds with:
"I understand you would like human support. Would you like me to connect you to a human agent? You can also continue working with me and provide more details if you prefer."
We're building a multi-stage escalation flow (a short ladder of clarifying prompts before handoff) to collect 3 key infos for our support team (What customers were trying to do in the product, where are they in the product, what happened), but we need the final stage to first check whether the user already gave issue details earlier in the conversation, rather than asking for information a third time if they already provided it. I understand that Escalation Guidances are stateless so we can’t store anything in there. How can we build a robust support detail collection flow in case customer asked directly for human agents? i.e (Override First-turn escalation: The customer tries to escalate immediately after Fin introduces itself)
Specifically:
- Is there a way to have Fin evaluate prior turns in the same session for issue-relevant content (a stated problem, an error message, a described task) before triggering the escalation prompt?
- Can this check be configured as a condition within Workflows? (Should we create 3 different attributes for the 3 needed key infos?)
- If it's API-side, is this something the session state payload could carry (a flag or summary passed in) rather than Fin needing to infer it from the raw conversation history each time?
End goal: skip straight to handoff if the user already gave enough context earlier in the conversation, and only run the clarifying ladder if they genuinely haven't i.e When they ask for human support right from the start.
Any pointers to relevant docs, existing setups, or people who've solved something similar would be great.
Thanks!