Use this article to request access to Fin Voice Procedures, build your first voice procedure using Operator or manual creation, test it before going live, and understand which capabilities differ from chat procedures. You need the Can manage workspace data permission to create procedures.
More agency. Fin combines tools and changes its plan during the call. It works to the outcome that you set. It does not follow a fixed script.
One way to build. A voice Procedure uses mostly the same steps and tools as a chat Procedure.
The call keeps moving. Fin speaks to the caller while it works. It tells the caller when a look-up takes time.
Operator writes it for you. Describe the Procedure in plain words and Operator builds the steps.
How to build a Fin Voice Procedure
Start with Operator — describe your procedure in plain language and it builds the steps for you. You can edit the result by hand afterwards.
Option 1: Use Operator (recommended)
Describe the outcome, the information that Fin must collect, and the end condition. Don't describe the steps — Operator writes those.
Example: "Build a voice procedure for order status. Trigger it when the caller asks where their order is. Ask the caller for the order number, look it up with the Order lookup connector, then read the status and the delivery date back to the caller and end the procedure. If the connector finds nothing, escalate."
Option 2: Manual creation
Go to Fin AI Agent > Service > Procedures and click + New procedure.
Choose Voice as the procedure type.
Build your steps end to end.
Publish it.
Test it using Preview, Simulations, or a real call (see How to test your Fin Voice Procedure below). Once satisfied, confirm it's set live.
How to test your Fin Voice Procedure
Preview and Simulations both work on voice procedures. Use all three methods — each one catches a different kind of problem.
1. Preview
Walk through the Procedure and watch it branch. Click the eye icon to see the events, not only the words.
2. Simulations
Run many caller behaviors together. This finds the branch that fails when the caller gives an unexpected answer.
3. A real call
Add the audience rules, set the Procedure live, then call the line and say something that triggers it. Fin can start the Procedure from what the caller says at any point in the call.
Tip: For the clearest test results, isolate the Procedure you're testing using audience rules, or pause older voice Procedures covering the same topic. Running overlapping Procedures on the same call can make results harder to interpret.
Triggering a voice procedure when a call comes in
By default, voice procedures trigger based on what the caller says and Fin detects their intent and starts the right procedure. You can also trigger a procedure deterministically at the start of a call using the Inbound Call event. This runs the procedure as soon as the call connects, before the caller says anything.
When to use an Inbound Call trigger
Use the Inbound Call trigger when you want guaranteed, predictable behavior at the start of a call rather than relying on intent detection. Common use cases:
Triage callers before routing — gather information such as the reason for calling, account type, or language preference, then route the caller to the right procedure or team.
Collect information upfront — ask for an account number or order ID before Fin starts answering questions, so the data is ready when it’s needed.
Custom welcome flows — run a specific opening experience for a phone number, independent of what the caller says first.
How to set up an Inbound Call trigger
Open your voice procedure in the editor.
In the When to trigger section, go to Based on events and click Add.
Select Inbound Call as the event type.
Choose the phone number you want this procedure to run for. The procedure will start automatically when a call comes in on that number.
Set your procedure live.
Note: The Inbound Call trigger is available on simple deployment phone numbers. Each number can only have one procedure set to trigger on inbound calls at a time.
How to migrate an existing voice Procedure to the latest version
If you've already been using the previous version of Voice Procedures, you can duplicate it. The copy picks up the latest voice capabilities. The original continues to serve live calls.
Duplicate the original procedure. The copy picks up the latest voice capabilities.
Test the copy using Preview, Simulations, and a real call.
Publish the copy and set it live.
Retire the original by pausing or archiving it from the Procedures list. The original will continue to serve live calls until you do this.
Voice-specific capabilities and limitations
Fin Voice Procedures inherits many tools and operations from our chat based procedure editor, there is some limitations and new capabilities to be aware of when creating your procedure.
The End step
The End step has a voice-specific option: choose what Fin does with the phone call when the procedure ends.
Continue the call — Fin stays on the line and keeps answering questions. This is the default behavior.
End the call — Fin says an automatically generated goodbye and hangs up.
This is set per End step, so a procedure can hang up on its success path while keeping the caller on the line from other branches.
The Handoff tool
A Handoff tool is a path that allows Fin to exit the procedure and handoff to a team or a process. There are four handoff types:
Pass to team — rings the team you select.
Request a callback — takes a voicemail and ends the call so a teammate can call back.
Forward call — sends the caller to an external phone number.
Pass to reusable workflow — hands the call to a reusable workflow for more deterministic control.
The type is set per Handoff step, so different steps or branches of the same Procedure can hand off in different ways.
If Fin calls any handoff tool, the conversation is billable as a Procedure handoff.
Choose a handoff from the @ commands list to get started!
Limitations
The following capabilities are available in chat Fin Procedures but are not currently available in voice Fin Procedures. Where a workaround exists, it's noted:
Reusable Procedures
Looping in an agent
Waiting for a webhook
End message — Use the End the call option on the End step instead. This generates an automatic goodbye before hanging up.
FAQs
Will my existing voice Procedures stop working?
Will my existing voice Procedures stop working?
No. Procedures created before you were enabled continue to run exactly as they do today. This is deliberate, so that enabling Voice Procedures can't disturb your live calls. Moving them across is optional.
Can I move a Procedure back after I've moved it across?
Can I move a Procedure back after I've moved it across?
No. Once a Procedure has moved across it can't go back, which is why we recommend duplicating rather than editing the original. The original keeps serving live calls while you test the copy.
Do I have to write voice Procedures differently from chat Procedures?
Do I have to write voice Procedures differently from chat Procedures?
A voice Fin Procedure uses mostly the same steps and tools as a chat Fin Procedure, with a few differences: voice doesn't support handing off to a team or workflow, switching between procedures, Reusable Procedures, looping in an agent, waiting for a webhook, event triggering, or end messages. The End step also has a voice-specific option to end the call (hang up) or continue the call. See the Voice-specific capabilities and limitations section of this article for the full list.
Can I duplicate a chat Procedure to create a voice Procedure?
Can I duplicate a chat Procedure to create a voice Procedure?
Yes, you can duplicate a chat Procedure and choose to duplicate it as a voice Procedure, rather than starting from scratch. However, a chat Procedure won't automatically work on voice. You'll still need to review and update the steps for voice, including any capabilities that aren't supported (see Voice-specific capabilities and limitations above), before publishing and going live.
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