Fin AI Agent must already be set up and active in your workspace before you can use Procedures. Procedures are a feature of the Fin AI Agent — they extend what Fin can do, so Fin needs to be deployed and running first. If Fin AI Agent is not yet configured in your workspace, navigate to Fin AI Agent to get started.

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.

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.

Fin Procedures currently 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.

Fin Procedures cannot currently create a ticket. Ticket creation via Procedures is planned for early 2026.

Fin Procedures cannot automatically create an AI summary note when escalating (similar to Tasks). This feature is in development and is planned to launch in mid 2026.

Fin Procedures do not currently support suppressing or controlling follow-up questions. More flexible follow-up controls for Procedures are planned for 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.

It depends on how the Procedure ends. A Procedure completing its steps is only billable if the conversation reaches a billable outcome — either a Resolution (Fin resolves the customer's issue, confirmed or assumed) or a Procedure handoff (Fin hands off to a human team or workflow). Simply running through all steps without the conversation reaching one of these outcomes does not trigger billing. The key factor is whether the conversation reaches an outcome, not whether the Procedure finished its steps.

Starting March 12, 2026, Fin Procedures are billed as Fin Outcomes ($0.99) when a conversation reaches either of the following outcomes: a Resolution, where Fin fully resolves the customer's issue, or a Procedure handoff, where Fin hands off to a human team or workflow. You're never charged if a Procedure fails, exits without a billable outcome, or a customer requests escalation outside of a configured handoff. Learn more about Fin Outcomes and billing.

Procedures fire automatically based on customer intent. Fin analyzes the user's message and matches it against the criteria you've set in the "When to use this procedure" section. You do not need a separate "On/Off" switch for Procedures; they work within your existing Fin deployment (either Simple Deploy or Workflows).

No, Fin's behavior (follow-ups, escalations, and auto-close) is determined by the deployment method hosting the Procedure:

If Simple Deploy is active, it will override any customer-facing workflows configured for the same trigger. This means your Procedures will default to the global Simple Deploy settings rather than any specific "Let Fin handle" block configurations in Workflows.

Yes, Fin Procedures are not isolated from your global Fin configuration. If a customer becomes inactive during a Procedure, the follow-up and auto-close settings configured in your Let Fin Handle workflow step will still trigger.

How this affects the experience:

How to manage this:

Since follow-up and auto-close settings can't currently be disabled for a specific Procedure, you have two options:

Fin Procedures can only be triggered based on customer intent — they cannot be triggered deterministically. Fin analyzes what the customer is asking and determines if it matches the "When to use this procedure" criteria you've defined. This means you cannot trigger a procedure at a specific time, via a button click, or through an external event. The procedure activates when Fin recognizes the customer's intent aligns with your configuration.

The easiest way to add steps is to write your instructions naturally or let AI draft them for you:

Within instruction steps, you can add tools by typing @ to access features like data connectors, attributes, or sub-procedures. To reorder steps, drag and drop them into position directly in the Procedure editor.

Use a standalone Data Connector for direct, single-step, atomic operations (e.g., "cancel my subscription") that don't require an ordered, multi-step interaction. You can use prompts within the data connector description itself. Use a Procedure when you need a deterministic, multi-step flow: collecting multiple inputs, explicit confirmations, branching logic, etc.

@tools (at-tools) extend Fin's capabilities within Procedure instructions. When you type @ inside an instruction step, you can add tools that let Fin interact with data and systems in real-time.

Common @ tools include:

Custom Objects are not yet fully supported in Fin Procedures. To reference external data in Procedures, you should use Data Connectors instead. When you add a data connector to a Procedure, Fin automatically creates temporary attributes from the connector's response, which you can reference in your instructions and conditions.

Fin Procedures do not use reply buttons. Procedures are designed for conversational, AI-driven interactions where Fin responds naturally to what customers type. If you want to use reply buttons to give customers predefined options to click, you should use Workflows instead. Workflows are built on a visual canvas and support reply buttons, which guide customers through structured paths. Procedures are better suited for open-ended conversations where customers might phrase requests differently or provide information in varying orders.

Yes. When you click an End step in a Procedure, the side panel includes a Close conversation and prevent replies option. Enabling this will automatically close the conversation when that End step is reached and prevent the customer from replying. If this option is not enabled, the conversation remains open after the Procedure completes — it will close based on your auto-close settings or when a teammate manually closes it.

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.