After you’ve set Fin AI Agent live, a new Fin AI Agent conversations folder will automatically be created in the Inbox and pinned to all teammates’ lists.
Default Fin AI Agent folder
There are four different views available in the default Fin AI Agent folder:
All conversations - Conversations where Fin was involved.
Resolved - Conversations where the customer confirmed Fin's answer was helpful, or left without asking for a teammate's help.
Escalated & Handoff - Conversations where the customer asked to talk to a teammate or where Fin chose to hand off the conversation based on your configuration.
Pending - In progress conversations that are not resolved or escalated yet.
Negative CX Score - Resolved conversations that received a negative CX Score rating.
Create your own Fin AI Agent folders and views
The filters used for these views are also available when creating and editing Inbox Views so teammates can create more customized folders and views if they want to.
For example, you could create a view for Unassigned Fin Conversations by using the filters "Fin involved is true" and "Teammate assigned is None".
You can use the attributes to understand exactly why a conversation is in a specific state:
Fin AI Agent: Pending reason
Filter by why a pending conversation is "Waiting for Customers".
Filter by why a pending conversation is "Negative feedback" and has not been escalated by Fin.
Fin AI Agent: Configuration based escalation reason –
Identify volume immediately handed off due to "Guidance applied"
Identify volume immediately handed off due to "Escalation rule applied"
Identify volume immediately handed off due to "Custom answer ending type"
Identify volume immediately handed off due to "Fin in one time mode"
FAQs
Can I edit or delete the Fin AI Agent folder in my inbox?
No, you can’t edit or delete the default Fin AI Agent folder, only unpin it. However, you can create a new customizable view using filters.
Why are old conversations showing up in my view?
We have backfilled all conversations so that they can be filtered by "Fin involved", so historical conversations (such as those with Custom Answers only) will match "Fin involved is true".
What happens if I assign a conversation to a teammate while Fin is active?
Manually assigning a conversation to a teammate will not interrupt Workflows or Fin. Automations will only be interrupted if a teammate sends a message in the conversation.
What does the Fin AI Agent resolution state is unknown filter mean in the pending view?
The unknown resolution state represents conversations where Fin hasn't provided an answer to a question yet (e.g., Fin only sent a greeting or a clarifying question). This helps distinguish those early interactions from Pending conversations where Fin provided an answer but the customer gave negative feedback or has not yet replied.
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