You can allow Fin AI Agent to respond when customers reply to your Proactive Support messages or Workflows, and attempt to automatically resolve even more conversations.
After Proactive Support 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 Fin AI Agent has provided an answer, the conversation will be assigned to the team or teammate selected under Replies assigned to.
If the conversation was successfully resolved, it will be assigned to this team or teammate, and closed.
If the email collector reply type is selected, Fin AI Agent will not be available as a follow-up action.
❗️Important note
'Let Fin respond' functionality for outbound messages only works if the customer has any Profile live that would match for that conversation based on the audience of the profile. This means that this won't work for customers with Workflows and without profiles.
If you don't have a Profile live and want to trigger Fin AI followup for Proactive support message using workflow, then you should set it up as the example below
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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