Prebuilt Workflows templates make it fast and easy to deploy Fin AI Agent on your support channels. Each template is designed for a specific channel or use case, so you can deploy fast and customize the experience as your needs evolve.
Available workflow templates for deploying Fin AI Agent
To see the full list of templates you can use to deploy Fin AI Agent, go to Fin AI Agent > Workflows and select + New workflow, then Create from template.
Here is the current list of available workflow templates for deploying Fin fast:
Use Fin AI Agent over Email channel
Use Fin AI Agent over Slack
Use Fin AI Agent over SMS
Use Fin AI Agent over WhatsApp
Use Fin AI Agent over Instagram
Use Fin AI Agent over Messenger
Use Fin AI Agent over Facebook
Triage customer conversations before Fin replies
Let Fin answer outside of office hours
Why use separate workflows for each channel?
While it's possible to deploy Fin across multiple channels (such as Messenger, email, SMS, WhatsApp, Instagram, Facebook, and Slack) within a single workflow, using dedicated workflows for each channel gives you maximum flexibility to customize the customer experience for each channel.
This approach allows you to tailor greetings, escalation paths, routing, and other workflow steps to match the unique needs and expectations of your customers on each channel.
Important: Not all workflow steps are available over email. Always create a separate deployment workflow for Fin over email to ensure best results.
The benefits of separate channel workflows include:
Easy rollout: You can add more channels gradually without reconfiguring existing live workflows.
Customize greetings to match your brand voice and meet legal requirements for AI disclosure on that channel.
Set different wait periods or auto-close durations based on how customers typically interact on that channel (e.g., shorter wait times for chat, longer for email).
Add channel-specific tags for reporting or prioritization.
Route conversations to channel-specific teams: For example, send Instagram queries to your social team.
Adjust escalation paths and handover logic to fit the channel’s workflow and customer needs.
How multiple workflows interact
When you have multiple workflows live, it's important to consider how they interact with one another. Here are some key points to keep in mind:
No conflicts between targeted workflows: Workflows targeted at different channels or audiences will not conflict with each other. Each workflow will only trigger for its assigned channel or audience.
Shared audiences trigger in workflow order: If there is an overlap between workflow audiences, only the first matching workflow in descending order will trigger for a given conversation.
Simple deploy takes precedence: If you deploy a Fin workflow using Simple deploy, it will take priority over other workflows that share or overlap with the Simpel deploy audience. Simple deploy will trigger first and override any conflicting workflows.
Unified or separate live chat workflows: You can choose to deploy all live chat channels in one workflow for simplicity, or use separate workflows for more control and customization.
Other Fin workflow templates
There are also additional Fin deployment workflows that are not channel specific.
These templates are:
Triage customer conversations before Fin replies
Let Fin answer outside of office hours
Triage customer conversations before Fin replies
Use this template to start every new Messenger conversation with a set of quick reply buttons for common queries. You can route these queries directly to the desired team or necessary action(s), while Fin replies to any other queries.
Key benefits:
Immediate routing for urgent cases: Urgent conversations can be sent directly to a teammate, bypassing Fin for faster resolution.
Efficient handling of action-required queries: Queries that always require a specific action—such as sending a ticket form—can be processed quickly without unnecessary steps.
Direct teammate escalation: Conversations that always need a teammate’s attention can be routed straight to the right person or team, without Fin engaging first.
Let Fin answer outside of office hours
This template ensures that your customers receive timely help even when your team is offline. When a conversation is started outside your normal business hours, Fin automatically responds to incoming chats, providing answers or collecting information until a teammate is available.
Note: You will need to set your default office hours.
Key benefits:
24/7 support coverage: Customers get immediate responses at any time, reducing wait times and improving satisfaction.
Efficient handover: Fin can collect key details or resolve common questions, so when your team returns, they have all the context needed to follow up.
Customizable messaging: You can adjust Fin’s responses to set expectations about when a teammate will be available, or to offer self-serve resources in the meantime.
Reduces backlog: By handling routine queries and gathering information overnight or on weekends, Fin helps prevent a backlog of unanswered conversations.
These Workflows templates can be combined with other Fin deployment strategies to create a seamless, efficient, and always-on support experience for your customers.
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