When a Fin Procedure doesn't resolve a conversation as expected, you can use built-in inspection tools to investigate Fin's decision-making logic. This guide explains how to identify where a flow went off track and how to refine your instructions.
Note: Fin Procedures are available through managed availability. Please contact your account manager to confirm eligibility or go to Fin AI Agent > Train > Procedures and click "Request Access".
Accessing the conversation debugger
To understand why Fin took a specific action, you must first enable technical visibility within the conversation thread.
Open the specific conversation in the Inbox.
Click the three dots icon at the top right of the conversation header.
Select Show conversation events.
Tip: Use the keyboard shortcut ⌘ + E (Mac) or Ctrl + Shift + E (Windows) to toggle this view.
Inspecting "Fin's thoughts"
Once conversation events are visible, you can see the reasoning behind every step Fin took during the Procedure.
Reviewing the logic
Fin's thoughts: Look for the events labeled Fin's thoughts in the timeline. These summarize what Fin was "thinking" before it sent a message or took an action
Expand thoughts: For more granular detail, click the light bulb icon on a thought and select Expand thoughts.
This reveals:
The specific step Fin was executing.
How it interpreted the customer's intent.
Why it decided to skip, revisit, or move to a specific branch.
If Fin is not working as you expected, it is usually due to how instructions are phrased or how logic is branched.
1. Fin triggers the wrong Procedure
Problem: Fin starts a Procedure that doesn't match the customer's request.
Solution: Review your When to use this procedure instructions. Use positive and negative examples to help Fin distinguish between similar intents.
2. Steps out of sequence
Problem: Fin skips a prerequisite step or moves to a resolution prematurely.
Solution: Check for ambiguity in your natural language instructions. If a step relies on a specific piece of data, ensure the instruction explicitly states: "Only proceed if [data] is provided."
3. Branching logic failures
Problem: Fin follows the "Else" path when it should have followed the "If" path.
Solution: Inspect the Conditions. If using natural language for branching, try rephrasing for clarity. For complex logic (e.g., date calculations), consider using Python code blocks to enforce strict deterministic rules.
Validating fixes with Simulations
After updating your Procedure, do not set it live immediately. Use Simulations to verify the fix:
Navigate to the Procedure editor and click Test.
Run a Simulation where the AI acts as the customer in the failing scenario.
Review the pass/fail result and the accompanying AI judgment to confirm the logic is now reliable.
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