Powerful AI automation.
Built for complex queries.
Controlled by you.

Fin Procedures are a powerful way to help Fin handle complex, multi-step customer support processes. You write them in natural language, just like training a teammate, or let AI draft them for you based on your outline.

They're designed to be flexible and smart. If a customer interrupts or changes their mind mid-conversation, Fin adapts naturally and moves to the right step without rigid scripts. You can also add branching logic, code for precision, and connect Fin to your systems like Stripe or Shopify to resolve issues from start to finish.

Procedures stay safe and accurate through Simulations, a built-in testing system that lets you validate Fin's performance across real-world scenarios before anything reaches your customers. AI acts as a simulated customer and has full conversations with Fin, then judges the results based on success criteria you set. You get complete visibility into why tests pass or fail, making it easy to catch and fix issues.

You can rerun saved Simulations whenever you update a Procedure to catch issues early and ensure changes go live confidently. Plus, AI can help generate new tests and expand your coverage faster, so you're continuously refining Fin's behavior.

Beyond Procedures specifically, Fin has strict safety controls built into the AI Engine at every stage. If safety parameters aren't met, Fin won't answer and will escalate to human support instead. Intercom uses state-of-the-art security measures to protect against LLM threats and avoid hallucinations.

Creating Procedures is designed to be really straightforward. You write them in natural language, just like you would when training a teammate, using a simple document-style editor. Anyone can create, update, and understand them without needing technical expertise.

Even easier, you can let AI draft Procedures for you. Just share an outline of your process, and Fin combines this with your content and customer conversations to create a draft that you can refine and improve.

Within the steps, you can add branching logic (if/else conditions) for reliability, use code when you need strict rules, and connect to your systems using data connectors. This makes them faster to set up and easier to maintain than the previous Fin Tasks approach.

Yes. Within a Procedure, you can connect Fin to tools like Stripe, Shopify, or Linear, as well as your internal systems, using data connectors or MCPs. You control what data Fin can access and how it uses it, from real-time order updates to account details. See the full list of Fin integrations.

Yes. Fin Procedures work whether you use Fin with Intercom or with an existing helpdesk like Zendesk, Salesforce, or Freshdesk. The Procedure engine and the integrations are the same, so you can automate complex queries without migrating platforms.

Procedures are the evolution of the previous Fin Tasks approach. You write them in natural language using a document-style editor, add branching logic and code where you need strict rules, and connect them to your systems. This makes Procedures faster to set up and easier to maintain than Fin Tasks, while handling more complex, multi-step queries from start to finish.

Fin Procedures handle multi-step queries that span business logic and third-party systems, across industries. In financial services, that includes managing subscriptions, processing chargebacks, and verifying account information. In ecommerce, Fin resolves order cancellations, shipping updates, returns, and refunds. In gaming, Fin supports account recovery, in-game refunds, and ban appeals. In each case, Fin collects the right context, validates requests using live system data, and either resolves the issue or hands off to a teammate at the right time.