Use this article to configure and use Inbox-triggered procedures. This feature lets teammates manually start a Fin procedure on any active conversation directly from the Inbox. Fin procedures are structured, multi-step workflows that Fin follows to handle specific customer tasks. There are two parts: an admin configures which procedures are available from the Inbox, and teammates trigger them using a keyboard shortcut.
Note: This feature is available on Suite plans only. The Inbox trigger must be configured on a procedure before teammates can use it.
How does triggering a procedure from the Inbox work?
Using Inbox-triggered procedures is a two-part process:
An admin configures an Inbox trigger on the procedure in the procedure editor.
A teammate triggers the procedure from any conversation using a keyboard shortcut.
How do I configure the Inbox trigger on a procedure?
Before teammates can trigger a procedure from the Inbox, an admin must add the Inbox trigger to it. Only published procedures with this trigger configured will appear in the teammate’s menu.
Go to Fin AI Agent > Procedures and open the procedure you want to make available.
In the procedure editor, go to the When to trigger section and in Based on event click +Add.
Click Inbox trigger, then click Add trigger.
Set changes live.
Once published with an Inbox trigger, the procedure will appear in the Command+K quick-action menu for all teammates in the Inbox.
How do I trigger a procedure from the Inbox?
Once an admin has added the Inbox trigger to a procedure (see “How do I configure the Inbox trigger on a procedure?” above), any teammate on a Suite plan can manually start it on any active conversation:
Open the conversation in the Inbox.
Press
Command+Kto open the quick-action menu.Select Trigger Procedure.
Search for or select the procedure you want to run.
Fin will join the conversation (or continue its existing session) and begin running the selected procedure immediately.
What happens when I trigger a procedure?
What happens when you trigger a procedure depends on the current state of the conversation:
Fin isn’t active on the conversation — Fin joins the conversation and runs the selected procedure.
Fin is already active — The procedure runs within Fin’s existing session on the conversation.
A procedure is already running — The new procedure replaces the current one. The existing procedure ends immediately and can’t be resumed.
Note: Only published procedures with an Inbox trigger configured appear in the menu — draft procedures won’t show.
Why am I seeing “Failed to trigger procedure”?
When manually triggering a Fin procedure from the Inbox, teammates may see a “Failed to trigger procedure” error. This happens when a workflow is actively running the conversation and Fin isn’t involved — the Inbox trigger can’t interrupt a workflow that doesn’t include Fin.
To resolve this, wait for the workflow to complete or hand off the conversation before triggering a procedure.
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