Branch on Escalation Guidance in Workflows

You can now control how Fin routes escalated conversations to your team using branching logic in Workflows. This new capability lets you create custom branches based on which piece of Handover and Escalation Guidance was applied - so every escalation goes to the right team, every time.

With Workflow branching, you can:

• Route escalations with precision, depending on the specific guidance Fin applied
• Mirror your support policies by creating branch-specific logic that aligns with your team structure and handover processes.
• Combine with other conversation attribute filters - like customer type, pricing plan or language - for even more precise routing.

This gives your team more flexibility and confidence when handling high-stakes or complex support scenarios with Fin.

Head to Fin Guidance in your workspace to explore the latest improvements.
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