Understanding how your Fin Procedures are performing and where they're adding value is crucial. After you've set a Procedure live, you can quickly see how it's behaving in live conversations by tracking a few key signals.
Note: Fin Procedures is currently in closed beta. Access is limited during the beta period and available only to select customers with a contract. Please contact your account manager to confirm eligibility and learn how to join.
Key Performance Signals
Triggered - The number of conversations in which Fin has started this Procedure based on its trigger description. This helps you understand how often customers encounter scenarios mapped by your Procedure.
Escalated - The number of conversations where a customer asked to speak to a human while a Procedure was running.
Handed off - The number of conversations in which the Procedure intentionally handed the conversation to a team or another workflow. These are configured handovers within your Procedure (for example, a “Hand off to Billing Team” action or an instruction within your Procedure Guidance settings).
Pending - The number of conversations that are still in progress and don't yet have a resolution state.
Analyzing Procedure Performance
View these key metrics from the main Procedures page:
Cick on a metric and drill into the conversations:
Performance report
See "Procedure Handoff" as a new outcome on the Performance Sankey:
Filters
Use these attributes in the Inbox or Intercom reports to filter down your conversations:
Fin AI Agent: Procedures triggered - allows you to filter by procedure.
Fin AI Agent: Resolution state is Procedure Handoff - allows you to drill into conversations where the outcome of the procedure was a handoff.
Metrics
Use these metrics in custom reports to run further analyses on your conversations:
Fin AI Agent procedure handoff conversations: Number of conversations where Fin AI Agent deliberately transferred to another team or workflow through its configured logic in the Procedure instructions.
Fin AI Agent procedure handoff rate: Percentage of conversations where Fin AI Agent deliberately transferred to another team or workflow through its configured logic in the Procedure instructions (out of all Fin AI Agent involved conversations).
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