Hi Intercom Community
I’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,
