Hi there, I’m wondering if there is a possibility to create a workflow that will achieve the following? When a conversation is “ assumed resolved” by fin AI - get it re-opened and assign it to an inbox for a human follow-up. By having a human follow-up, I’d like to ensure the answer provided by Fin is what the user was looking for, and I believe it adds a touch to the user experience. It would be even more beneficial when a negative CSAT rating has been provided to the bot by the user.

H User1349,It’s Mat from the Support Engineering Team 😀Wealready havethe process of enhancing Fin answers based on customer CSAT ratings in place.You can read more about it here.If it comes to the Workflow that will assign all the conversations answered by Fin to the real person for evaluation, it would be tricky to set up and might defeat the purpose of automated AI customer support.Having that in mind, you can create a rule that will assign conversations with a bad CSAT rating to the proper inbox. The rule might look like this:

Hi @mateusz.leszkiewicz👋Maybe slightly unrelated question, but is Intercom planning on allowing building automations for “That helped” branch/Customer saying “It helped”? To add my 5 cents to the original question in this thread, it would be great to build workflows based on user feedback from Fin interaction. So if the CSAT is sentby Fin, and feedback sentiment is negative, we could offer escalation to Support

Fin AI workflow for assumed resolved conversation & negative rating

Fin AI workflow for assumed resolved conversation & negative rating | Community

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