This article explains when to use Fin's three automation building tools — Procedures, Tasks, and Workflows.
Quick reference: which feature does what
| Procedures | Tasks | Workflows |
What it is | AI-driven, natural language instruction document. Fin follows and adapts as the conversation evolves. | The predecessor to Procedures. Workflow-based instruction blocks that guide Fin through a task. | Visual, canvas-based automation builder using reply buttons and predefined paths. |
Best for | Complex, multi-step processes that require AI reasoning — e.g. order claims, account troubleshooting, identity verification. | Simpler, linear automation that doesn't require AI adaptability. Being phased out — new Task creation disabled from March 12, 2026. | Structured conversations with clear reply button options, routing, background automations, triage, CSAT. |
Authoring | Written in natural language — like writing an SOP. AI can draft Procedures from an outline. | Built across multiple instruction blocks in a workflow. Requires more technical setup. | Visual drag-and-drop canvas. No code required. |
AI adaptability | Fin can jump sections, revisit steps, switch Procedures, and adapt when customers change direction mid-conversation. | More linear — less equipped to handle interruptions or non-linear conversations. | None. Follows a fixed, predefined path. Customers choose from reply button options. |
Logic & branching | Native if/else branching, code blocks embedded in natural language steps, sub-procedures, Conditions. | Advanced logic only available through code blocks in Data Connectors. If/else requires extra workflow steps. | Branches and conditions supported. Reply buttons guide customers through structured paths. |
System integrations | Data connectors and MCPs embedded directly in steps. Supports Stripe, Shopify, Linear, and custom systems. | Data connectors available but logic is harder to maintain across scattered blocks. | Data connectors supported for background actions and data updates. |
Availability | Managed availability — limited access. Contact your account manager or request access via Fin AI Agent > Train > Procedures. | Generally available. No new Tasks can be created from March 12, 2026. | Generally available to all customers. |
Testing | Simulations: AI-powered end-to-end testing before going live. Unique to Procedures. | No dedicated simulation tool. | No dedicated simulation tool. |
Procedures — the recommended choice for complex setups
If you're handling complex or multi-step automation, Procedures are the recommended choice. Here's why:
Single document — all instructions, rules, and logic live in one place, not scattered across workflow blocks.
No technical expertise required — anyone can write or update a Procedure in natural language.
Handles real conversations — Fin adapts when customers interrupt, change direction, or provide information out of order.
Embedded logic — code, branching, and data connector calls live directly inside instruction steps.
Safe to ship — Simulations let you test full conversations end-to-end before changes go live.
Future-proof — Tasks are being deprecated. New Task creation is disabled from March 12, 2026.
When to use each feature
Use Procedures when
Your use case is multi-step and requires Fin to collect information, validate data, or make decisions based on context.
Customers may change direction or provide information in an unexpected order.
The process involves branching logic, conditions, or system integrations.
Natural language interactions are preferred over rigid reply buttons.
You need end-to-end resolution — e.g. damaged order claims, account troubleshooting, identity verification.
Use Workflows when
The conversation is structured and linear, with clear options presented as reply buttons.
The goal is routing, triage, background automation, or CSAT collection.
No AI reasoning or adaptability is needed.
Customers just need to pick from a set of predefined options.
Avoid Tasks for new builds
Tasks are the previous generation of Procedures. They remain supported for editing and management, but new Task creation is disabled from March 12, 2026. Customers building net-new automation should use Procedures instead. Existing Tasks can be migrated to Procedures using the tooling Intercom will provide.
What makes Procedures powerful
Here's what sets Procedures apart:
Natural language authoring — write instructions the way you'd train a teammate. AI can draft Procedures from an outline.
Dynamic conversation handling — Fin evaluates the next best step in real time, can jump sections, revisit earlier steps, or switch Procedures entirely.
Embedded branching logic — if/else conditions combine with natural language instructions to keep Fin on track.
Code blocks in steps — add code directly inside instruction steps for precision tasks like eligibility checks, date calculations, or record updates.
System integrations — use @tools to connect to Shopify, Stripe, Linear, or any internal system via data connectors or MCPs.
Sub-procedures — reusable logic blocks that can be called from any Procedure, keeping flows clean and consistent.
Simulations — test full end-to-end conversations with AI acting as the customer before going live. Simulations are exclusive to Procedures.
Knowledge search — Fin autonomously searches the knowledge hub mid-conversation when a customer needs clarification on a step.
FAQs
What's the difference between Procedures and Workflows?
What's the difference between Procedures and Workflows?
Procedures are AI-driven and written in natural language — Fin follows the instructions and adapts in real time as the conversation evolves. Workflows are visual, canvas-based automations that guide customers through predefined paths using reply buttons. Use Procedures for complex, multi-step interactions. Use Workflows for structured, linear flows with clear options.
What's the difference between Procedures and Tasks?
What's the difference between Procedures and Tasks?
Procedures are the evolution of Tasks — simpler to write, easier to maintain, and more reliable in real-world conversations. Tasks required logic to be split across multiple instruction blocks and were harder to manage as processes grew complex. Procedures consolidate everything into a single document. Tasks are being deprecated: new Task creation stops on March 12th, 2026.
Should I use a Workflow or a Procedure for my use case?
Should I use a Workflow or a Procedure for my use case?
If your use case is complex, multi-step, or requires Fin to adapt to what customers say — use a Procedure. If the goal is to guide customers through a fixed set of options, route conversations, or run background automations — use a Workflow. Many setups use both: a Workflow to triage and route, with Procedures handling the complex resolution steps.
Can I still use Tasks?
Can I still use Tasks?
Yes — existing Tasks remain fully supported. You can edit, pause, and manage them as normal. However, new Task creation is disabled from March 12th, 2026, so all new automation should be built as Procedures. Intercom will provide tooling to help you migrate existing Tasks to Procedures.
Do Procedures support reply buttons?
Do Procedures support reply buttons?
No. Procedures are designed for open, conversational interactions where Fin responds to what customers type. If you need reply buttons, use Workflows instead.
Can Procedures close a conversation?
Can Procedures close a conversation?
Fin Procedures do not trigger an immediate "Hard Close" once the final step is reached. Instead, they follow the Auto-close settings of the deployment method being used (Simple Deploy or the specific "Let Fin Handle" block in your Workflow). If a customer remains inactive after the Procedure is finished, the conversation will close automatically based on your global or workflow-specific timers.
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