Fin AI Agent issues on the Whatsapp Channel

Question

Hi Intercom CommunityI’m running into a couple of frustrating issues with our WhatsApp channel, and I’m hoping someone here might have experienced the same and found a fix.	Fin interrupting teammate conversations:	When a conversation is handed over to a teammate, everything starts fine - the teammate replies, but as soon as the customer responds again, Fin jumps back in and interrupts. This keeps happening every time the customer sends another message, resulting in the teammate constantly competing with Fin to manage the conversation. It makes handling more complex queries quite chaotic.			Conversations closing prematurely:	When a conversation is passed to a human, if the customer replies with something simple like “thank you”, Fin interprets it as a positive resolution and automatically closes the conversation — which means the teammate misses it entirely.	For context, our “Let Fin Answer” settings are identical to those on our Chat and Email channels, where these issues don’t occur.I’ve tried asking the Fin AI Agent for help, but so far none of the suggestions have resolved the problem.Has anyone else come across this with the WhatsApp channel, and if so, how did you manage to fix it?Thanks in advance,

Nathan Sudds · Accepted Answer

​@RobAPH​@Charlie Moore I’m not actively using the Whatsapp channel to confirm the issue but sometimes I find these types of things happen when there’s a workflow on the the “When a user sends any message” trigger and that can often cause challenges -- I’d recommend turning on the Show Conversation Events in the thread and checking to see which workflow was engaging with the conversation in those instances to be sure it’s not another workflow causing the problem and not the Whatsapp one.If it definitely is the Whatsapp workflow you have going, then it will be interesting to see more to track it down. Feel free to send a DM or book a time on my calendar, you’ve got me curious about this issue! I just had this happen recently for a client with the email channel where they setuptoo broadexposure on the ‘sends any message workflow’and it was overriding and reassigning threads they didn’t want it touching and it was causing confusion.

Charlie Moore · Answer

I’m experiencing similar issues as well, I’d love to hear how others have approached or resolved this!

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