Note: Fin Procedures are available in managed availability as the next evolution of Tasks, offering a simpler authoring experience and more powerful capabilities. Please discuss access with your Account Manager. Learn more about transitioning from Fin Tasks to Procedures.
If you have access to Procedures, we recommend using them for new automations.
Your existing Tasks will remain fully supported, allowing you to edit, pause, and manage them as usual. Starting March 12, 2026, new Task creation will be disabled, and all new builds must be created as Procedures.
Fin Tasks eliminate the need for customers to click through multiple buttons to reach the right solution. The entire experience feels much more natural and conversational, making it easier and more intuitive for customers to get the help they need. For example, Fin can take a customer through extensive troubleshooting steps or analyze images of damaged orders and issue a refund when needed. This reduces manual workload while ensuring customers receive fast, accurate, and intelligent responses—without needing human intervention.
How Fin Tasks work
Fin Tasks can combine multiple Data connectors (API calls) with your business logic to handle more complex, multi-turn customer interactions. Fin guides the customer through each step of the process to resolve their query.
Unlike workflows that require building decision trees with multiple steps, Fin Tasks can be set up using natural language descriptions. This makes them both more powerful and easier to configure.
Features and functionalities
Features |
|
Task triggers
| Fin automatically detects when to start a task based on customer intent—no need for complex setups.
Example: A customer messages, “I don’t recognize this charge on my credit card.” Fin detects the dispute intent and immediately begins the resolution process. |
Instructions blocks
| Use natural language to define step-by-step instructions for Fin to take, like gathering info, asking clarifying questions, or taking actions in an external system.
Example: Fin asks the customer for transaction details, reason for the dispute, and any supporting information to categorize the claim. |
Connect to external systems
| Execute real-time actions like processing refunds, updating accounts, or modifying subscriptions in external systems using Data connectors.
Example: Fin submits the dispute request to the payment processor and retrieves the transaction status from the bank. |
Wait for webhook
| Pause a process until an external system provides necessary data.
Example: Fin waits for an automated response from our internal system to confirm whether the user is qualified to receive a demo |
Identity verification
| Verify customers’ identities through multiple authentication methods.
Example: Before processing the dispute, Fin prompts the customer to verify their identity via one-time password code sent through email or security question to prevent fraudulent claims. |
Functionalities |
|
AI-generated instructions | Use AI to help you draft your task instructions and quickly get started in automating your support processes. |
Task drafts | Safely edit and test changes to your live tasks in a draft version without impacting your customers. This gives you a safe environment to perfect your automations before you publish them. |
Starter templates | Set up a Fin Task faster with ready-made templates for common support flows like refunds and account updates. |
Get help from an expert | If you have Fin Tasks enabled, get help from the Intercom "Tasks Squad" to get set up faster with Tasks. |
Follow Fin’s thought process | Teammates can see Fin’s thinking when testing or previewing Fin Tasks to understand which instructions are followed by Fin and why. |
Test as specific users | Test Fin Tasks with realistic user personas - like VIPs or new customers - to catch issues early and ensure every Task works as expected. |
Use cases for Fin Tasks
Industry | Use case | Description (example) |
Fintech | Transaction disputes | Handle suspicious or unexpected transactions by automating the process from collecting transaction details and reasons for disputes to issuing refunds or resolutions. If the case requires further review, it escalates to the appropriate team. |
Fintech | Changes to personal details | Facilitate user updates to personal details, such as name changes, by verifying identity, collecting required documents, and updating records. Escalates automatically if verification fails at any step. |
Fintech | Failed transactions | Resolve issues with failed transactions by collecting details, verifying status, identifying failure causes, and initiating reversals or chargebacks as needed. Ensures complex cases are escalated for further investigation. |
Fintech | Bank transfer not received | Investigate missing bank transfers by collecting transaction details, checking the transfer status, identifying issues, and providing updates or resolutions. Escalates unresolved cases to ensure timely support.
|
eCommerce | Order cancellations & refunds | Canceling orders by verifying details, processing partial or full cancellations, and issuing refunds. Any issues, such as invalid order IDs, are escalated to ensure resolution. |
eCommerce | Delivery address updates | Enable delivery address updates by verifying customer information, checking order status, and processing changes when possible. For orders in transit or needing special attention, the process escalates appropriately. |
Traveltech | Booking cancellations | Handle booking cancellations by collecting booking details, verifying provider policies, and processing eligible refunds. Escalates cases that cannot be completed automatically to ensure accurate resolution. |
Healthtech | Rescheduling appointments | Reschedule appointments by identifying current details, offering alternate time slots, confirming changes, and updating the schedule. Escalates unresolved requests to ensure timely assistance. |
Insurtech | Insurance policy updates | Update insurance policies, such as vehicle details, by gathering necessary data, verifying eligibility, generating quotes, and implementing changes. Escalates any errors to ensure seamless processing. |
SaaS | Login issues | Assist customers with login issues by verifying identity, sending login links, or guiding password resets. Escalates unresolved problems to a team for alternative support solutions. |
SaaS | Technical troubleshooting | Support technical troubleshooting by gathering critical data such as session IDs and error codes, creating or updating tickets, and escalating persistent issues to a technical team for investigation. |
SaaS | Subscription refund | Manage subscription refund requests by detecting customer intent, checking refund eligibility, and processing partial or full refunds. Non-eligible cases are escalated for further review. |
SaaS | Checking charges after trials | Provide billing clarity by retrieving account details, checking trial expiration dates, and confirming the scheduled charge date. Escalates complex queries to ensure accurate information. |
On-demand economy | Payment status | Address missing payment concerns by capturing user details, retrieving recent records, and confirming payment status. Escalates unresolved issues to ensure customer satisfaction. |
On-demand economy | Package delivery issues | Resolve package delivery problems by verifying courier details, confirming delivery status, and processing cancellations if eligible. Complex scenarios are escalated for manual handling. |
Tip: Learn more about available templates and use cases for Fin.
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