Problem when Fin the chat assistant ends the chat, but a support person has entered the chat

FlotsAndJets
FlotsAndJets Member ✭
edited December 2024 in Report a Bug

I noticed a problem that was glitchy - when Fin the AI chatbot asked me if I wanted to have a customer support person reach out to me, a ‘Coach’. Fin submitted a feedback form to the chat, and then the Coach live person came on. I could not type into the message box to the live Coach once Fin sent the ‘Feedback’ message or closed its session. What I had to do is leave the chat and go back to the help page, and re-enter the chat room. Once I did that, all worked. But the user will not be inclined to leave a chat window, for concern that they will have to start all over again with a new session. So it’s a place for confusion/frustration with the customer trying to get help. If it is useful, I am on an Ipad running 18.2 most recent IOS update. Maybe the problem is unique to IOS. Thought the community and Quicken should be aware of the ‘glitch’.

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  • Coach Jon
    Coach Jon Moderator admin

    Hello @FlotsAndJets,

    Thanks for reaching out! That definitely is a peculiar bug. It may have just been a one-time thing, but if it does happen again, I would suggest letting the incoming support agent know that you connect with. In the meantime, I would also suggest uninstalling and reinstalling the mobile application to see if that fixes this going forward, in case it was not a one-time thing.

    You may also view previous interactions with our support team by selecting "Messages" from the Help Center widget.

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    I hope this helps!

    -Coach Jon

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