You can allow Fin AI Agent to respond when customers reply to your Outbound messages or Workflows, and attempt to automatically resolve even more conversations.
After Outbound messages
Fin AI Agent can follow up to any ongoing chat or post message, just click Add follow up action and select Let Fin respond.
After Outbound messages Fin AI Agent can follow up to any ongoing chat or post message, just click Add follow up action and select Let Fin respond.
Note: If the email collector reply type is selected, Fin AI Agent will not be available as a follow-up action.
Important:
Let Fin respond functionality for outbound messages only works with a simple deploy set up that would match for that conversation/user (or a Fin Profile for legacy customers). When using the simple deploy, Fin will provide one answer and then automatically hand the conversation over to the team or teammate selected under Replies assigned to. This occurs even if the conversation was successfully resolved.
If you want Fin to stay engaged in the conversation and only escalate to a teammate when a customer specifically asks for human help, you should use Workflows. To set this up, use the following audience attributes in your Workflow: Conversation starter is: Outbound message and Has replied to the chat Welcome Chat.
After Workflows
At the end of your Workflow path, if you’d like Fin AI Agent to follow up, just add the Let Fin answer step.
After they ask their question, Fin AI Agent will take over and attempt to resolve the conversation.
You should also add a follow-up action for any conversations where Fin AI Agent doesn’t have an answer, like assigning the conversation to your support team:
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