Action

How it works

Common use case

With this action, you can write an internal note which will be added to a conversation in the Inbox.

Adding notes are helpful context for your team.

For example, when a customer has been inactive, leave a note to your team prompting them to close the conversation.

AI Category Detection will automatically detect categories based on the content of a conversation.

This is useful for getting Fin to automatically categorize conversations by topic, sentiment, or other criteria.

With the AI Summary Note action, you can generate AI-created summaries of customer conversations or tickets.

This feature is particularly useful for summarizing long conversations or when handing over to another team, as it helps quickly bring them up to speed

With this action, a Custom Action will be called from the Workflow.

Custom Actions are a powerful way to connect Intercom to external APIs.

For example, within a Workflow a Custom Action could make a request to an order API to update the customer on their order status.

With Fin Tasks you can have Fin handle complex, multi-step customer queries by combining multiple API calls with your business logic.

Fin tasks are an ideal for scenarios that require more than a simple, single-turn response. For example, if a customer requests a refund, Fin Tasks can:

The Wait action delays the next step of the workflow — once the wait duration ends, the next action applies.

The wait can be interrupted by the closing action, teammate replies, or by teammate AND customer replies (depending on your set up).

Note: Teammate adding actions such as tagging will not interrupt the Workflow.

The Wait action can be used to control when a customer may see an action.

For example, teammates can now better control when CSAT is sent by adding a Wait action prior to adding the new CSAT action.