Fin Procedures is currently in managed availability. Access and availability requirements are determined by the specific rollout phase. Please contact support to inquire about eligibility.

To build a new Fin Procedure, navigate to Fin AI Agent > Train > Procedures in your workspace. Click + New procedure and choose your preferred creation method.

If a Procedure exits early, skips steps, saves only after a refresh, or throws errors, this is not expected behavior. Please report an issue to our support team so we can investigate.

No, you cannot use a sub-procedure written in one Procedure inside a different Procedure.

There is currently no way to auto-migrate all Tasks. However, after March 12, we will be able to auto-migrate certain simple Tasks (e.g., those with one instruction block only) to Procedures. We plan to support more complex Task migrations—likely with AI assistance—in the future. Note that Tasks will continue to work, run, and be editable even after Procedures launch in managed availability.

If you encounter inconsistent data handling or nested structures, you have two current options:

In the future, we will launch a code tool that allows you to transform and manipulate any data directly within a Procedure.

AI-generated Procedures are always refreshed with our latest view of best practice design, meaning the structure may change over time. Today, the AI often structures steps inside sub-procedures, which is considered good practice.

No, Procedure building and Procedure deployment are managed by the same permission level.

You can activate a procedure for specific channels directly within the Procedure editor. Under the When to use this procedure section, click on the audience button. From there, you can check or uncheck specific channels (e.g., WhatsApp, Messenger, iOS) to control exactly where Fin is allowed to use that procedure. You can also choose what specific audience the procedure can trigger for from here.

No,currently, Fin Procedures only support tagging the conversation. While Intercom Workflows allow for "Tag person" actions, this specific functionality is not available within the natural language instruction blocks of a Procedure.

The main procedure title (the name you give your procedure at the top) is primarily for internal organization. While you should keep it clear and descriptive, Fin doesn't directly use the procedure title for intent matching. Instead, Fin relies on the "When to use this procedure" trigger description to determine when to activate the procedure.

However, sub-procedure titles are different—Fin does use these when you call them with @Run sub-procedure. Use action-oriented, descriptive names for sub-procedures like CollectPaymentInfo, VerifyUserIdentity, or ResolveDeliveryIssue so they're clear both to Fin and your team.

Yes, Fin can resume a Procedure after an auto-close due to inactivity.

If a customer becomes inactive, Fin will retain context. When the customer returns to the conversation, Fin will pick up exactly where it left off.

No, there is no way to expose which articles Fin uses during a simulation when constrained to available content.

No, Procedures cannot currently create a ticket. We will enable Procedures to create a customer ticket in early 2026.

No, a Procedure cannot automatically create an AI summary note when escalating (similar to Tasks). We are developing this feature and plan to launch it in early 2026.

Today, it is not possible to suppress or control follow-up questions within Procedures. We will offer more flexible follow-up controls for Procedures in early 2026.

No, Procedures do not support physical button blocks. To give customers choices, provide the options directly in your message text and use Condition steps to branch the conversation based on their answer. This allows you to recreate the same logic as a button-based task but in a more natural, conversational format.

No, the Run Sub-procedure step is exclusive to Procedures. You can use this command (or the @Run sub-procedure shortcut) to call one Procedure from within another, but this functionality is not available within the Workflow builder.

Workflows cannot directly hand off to a Procedure. Procedures are specific sets of instructions for the Fin AI Agent to follow sequentially. If you need to connect automated flows, you can use the Run Workflow step to link to another reusable workflow.

Procedures do not support traditional "Wait" steps because they are designed for immediate, sequential actions. If your logic requires a time-based delay, you should build that part of the experience in a Workflow, which fully supports Wait actions.

Here is how to tell them apart:

Email verification (Email OTP) is a Workflow feature, not a Procedure feature. If you need to verify a customer's identity via email, you should use the Verify email with OTP step in the Workflows visual builder, not in Procedures. Remember: Workflows handle automation like routing, waiting, and verification steps, while Procedures handle AI-powered tasks using natural language instructions.

No, you cannot trigger a Procedure from a workflow or reusable Workflow. Procedures operate on non-linear AI logic and natural language instructions; they cannot trigger the rigid, linear steps of a Reusable Workflow. However, you can Handoff to workflow inside a Procedure, but there is no equivalent step to "Pass to Fin Procedure" from workflows.

A 10-second response time is within the expected performance range for Procedures over mobile.

Procedures require Fin to follow specific logic, process detailed instructions, or interact with external data. Because Fin must evaluate each part of the instructions you may notice a slight delay compared to an AI answer. This ensures Fin provides the most accurate and context-aware resolution.

No, you should not use a Procedure to monitor every message for sentiment. Procedures are designed for specific, repeatable tasks rather than broad background monitoring. For real-time sentiment detection and handoff decisions, you should use Escalation Guidance, which is purpose-built for these scenarios and integrates natively with Fin’s built-in sentiment detection.

The best way to handle complex escalation is to define your logic in Escalation Guidance or Escalation Rules and then use Workflows to handle post-escalation actions like assigning to a specific team.

Yes, if a Procedure runs and Fin reaches the configured end of the steps, that is treated as a successful Outcome and it is billable. The billing trigger is based on Fin successfully completing the instructions you designed, rather than whether it specifically "handed off" to a team or workflow. This is billable from March 12th.

Starting March 12, 2026, Procedures that successfully complete are billed as Fin Outcomes ($0.99), whether they end in a resolution or a configured handoff. You're never charged if a Procedure fails or a customer asks for escalation. Learn more about Fin Outcomes and billing.

While you cannot export a file, each simulated conversation test generates a unique run ID and a link. You can copy this link and share it with anyone who has access to your workspace.

Yes, on Fin for Zendesk, all conversations that have entered a Procedure can be explored from the Procedures overview page.

Yes, you can see Procedure performance and view all conversations involving a Procedure in reporting.

No, escalations due to general guidance are not billed. Only intentional handoffs explicitly configured in the Procedure (either within the instructions or the procedure-specific guidance) are billed.