Use this article to configure Fin AI Agent to automatically close a conversation and create a ticket in an external support tool — without any human involvement.

When Fin AI Agent can't resolve a conversation, you have full control over what happens next. You can hand it over efficiently to a human via the Inbox, redirect customers to email or phone support or, as we’ll explore in this article, hand it over to another support tool. This article covers how to configure Fin AI Agent to create a ticket in an external support tool using Workflows and Data connectors. You'll need to be an admin with access to Fin AI Agent and Workflows to follow these steps — check your plan to confirm these features are available.

To configure Fin AI Agent to hand conversations over to an external support tool, go to Fin AI Agent > Workflows and open the workflow you've previously set up for Fin. The steps below walk through configuring that workflow to hand over to an external support tool.

Workflows can do a lot. But for most handover cases, you will only require three pieces of functionality:

You can add as many of the above step types (messages, collecting information, and data connectors) as you need by clicking on the + Add step button in the workflow builder.

In this example, we’ve started by setting expectations with the customer and asking for their email address. We’ll use this information later in a Data connector to provide the right context to the other support tool.

To hand a Fin AI Agent conversation over to an external support tool, you need to close the conversation on Intercom and open a new ticket in the external tool. Once your workflow is set up to collect the information you need from the customer (such as their email address), this section explains how to configure a Data connector step to do that.

The complete workflow contains the following steps in order:

To configure the Data connector step that creates the ticket, click Select data connector and then click New data connector. The Data connector makes an API (Application Programming Interface) call to your external support tool to create the ticket.

You'll need to follow the steps outlined in your third-party support tool's API documentation to understand what endpoint should be called and what data it requires. If the API call fails — for example due to an authentication error, timeout, or rate limit — the ticket won't be created. We recommend checking your API credentials and testing the connector before going live. Your third-party tool's API documentation will include guidance on handling specific error responses. Note: if a customer skips or doesn't answer a question step (such as the email address prompt), the workflow will still continue to the next step — but the Data connector call may fail or create an incomplete ticket if it requires that data. Consider making the question mandatory or adding a fallback message step to handle this case.