Part of Automating Manual Request Routing
Built with Fin AI
Getting custom HTML block requests to the team that turns the feature on, with the eligibility rules explained up front
Custom HTML blocks let a creator add their own code to a page, but the feature isn't self-serve. It needs a paid plan and a person to switch it on. This project gets those requests from the customer to the team that actually turns the feature on, with the eligibility rules explained up front so nobody waits days to find out they need to upgrade.
Requests to enable custom HTML blocks: explaining eligibility, checking the plan, and handing off to the enabling team. Troubleshooting broken custom code is out of scope, since support doesn't debug creators' code.
Live since September 1, 2026, as a rebuild of an earlier procedure. 21 of 24 requests now reach the team that enables the feature, up from 1 of 24 before, and the median close went from about 62.2 hours to about 40.4 hours at the same volume. The remaining misses come from a shared routing step that can override the procedure's label.