The Let Fin Voice handle step gives you control over where Fin Voice appears in your phone workflow. Instead of Fin answering every call upfront, you choose exactly when callers should be routed to Fin — for example, after a menu option or within a specific branch of your IVR.
You can define precise rules to control which calls Fin picks up, such as routing only certain caller types (like new customers or common issues), or using conditions like office hours, user segments, or call history to decide when Fin should answer.
If Fin needs to escalate, the call simply continues through your workflow — whether that means forwarding to a team, offering a callback, or checking availability.
This gives your team complete control over how Fin Voice fits into your IVRs or call workflows, while ensuring callers reach the right support at the right moment.
Note:
Fin Voice is currently limited to select customers partnered with our Sales team. If you’d like to learn more about pricing, please reach out to your account manager.
The Fin Voice block only works in phone call workflows. It cannot be used in workflows for web chat, email, SMS, or other channels.
How to add Fin Voice to phone workflows
Step 1: Create a phone workflow
Go to Fin AI Agent > Workflows.
Click + New workflow or edit an existing phone workflow.
Select the trigger When customer calls.
(Optional) Add initial routing:
Add phone menu (reply buttons) to let callers choose departments.
Add conditional branches to route based on caller type, time, or history.
Or go straight to Fin Voice for all calls (recommended).
Step 2: Add the Fin Voice block
Click Add step where you want Fin to handle the call.
Select Let Fin Voice handle from the list of available steps.
The Fin Voice block will appear on your canvas.
Step 3: If unable to resolve or needs to escalate
The escalation path triggers when:
Fin cannot answer the question.
The customer asks for a human.
An escalation guidance rule is met.
Fin Voice is unavailable (usage limits reached)
You must connect the path to another workflow step, for example:
Check office hours and define whether to Forward to team OR Request a callback.
Forward to specific teams based on issue type.
Offer voicemail outside office hours.
Route to another workflow for more complex handling.
Configure Fin Voice settings in your workflow
Click the Let Fin Voice handle step in your workflow to open the settings panel and configure how Fin handles the call.
Fin introduces itself
Choose how Fin sounds and what language it speaks.
Select your language from the dropdown (supports 45+ languages including English, Spanish, French, German, and more).
Choose the voice available for that language.
Customize what Fin says when answering the call in the Self-intro field. Then click Save.
Tips:
Keep it brief (under 10 seconds).
Introduce Fin as your AI agent.
Set expectations about what Fin can help with.
Using support content
This section shows which support content Fin can access, including:
Count of articles, snippets, websites, and other content you've enabled for Fin.
Warning message if you have fewer than 10 items (Fin needs at least 10 to perform well).
Click Manage content to add or configure content.
Note: You can't edit which content Fin uses from the workflow. Content is managed in Fin AI Agent > Train > Content.
Following guidance
View how many guidance rules Fin will follow during calls, including:
Communication guidance: How Fin communicates (tone, vocabulary, and style).
Clarification guidance: How Fin collects more context before answering.
Escalation guidance: When Fin should route to your team
Click Manage guidance to create or edit guidance.
Note: You can't edit guidance from the workflow; guidance is managed from Fin AI Agent > Train > Guidance > Voice and applies across all Fin Voice configurations.
Categorize the issue (optional)
Enable automatic classification of caller intent and conversation topics during calls.
What this does:
Identifies what the caller needs.
Automatically tags the conversation with predefined categories.
Shows categories as conversation attributes in the Inbox.
Enables classification-based reporting or workflow routing.
Ask for rating (optional)
Choose whether customers are asked to rate their phone experience before the Fin call ends (only when the call is not handed over). Customers can rate their call from 1 to 5 using their phone keypad.
How it works:
After resolving the call, Fin asks for a rating.
The customer presses 1–5 on their keypad.
The rating is saved to the conversation.
Note: Ratings are only collected when Fin resolves the call without escalation.
How to configure:
Toggle on Ask customers to rate their call with Fin.
Select the language for the prompt.
(Optional) Customize the CSAT message.
Click Save.
Note:
Phone CSAT is collected via keypad (not over voice), so the message must instruct customers to use the keypad.
Customers have 20 seconds to respond by selecting a number on the keypad.
The system retries up to 3 times.
After a customer rating or timeout, the call ends.
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