Procedures enable Fin to resolve complex queries like damaged order claims or account troubleshooting from start to finish. Natural language instructions can be combined with deterministic controls to keep Fin adaptable as conversations shift, while enforcing your rules and policies and taking secure actions across your systems to deliver accurate, reliable answers.
Create Procedures as easily as writing a document
Write your processes in natural language, just like you would when training a teammate, or let AI draft them for you. Fin follows every step and adapts naturally as conversations shift.
Use natural language to guide Fin - Build Procedures like documents—easy for anyone to create, update, and understand.
Let AI help you write Procedures - Share an outline of your process, and Fin combines this with your content and customer conversations to draft a Procedure you can refine and improve.
Adapt naturally as conversations shift - If a customer interrupts, changes their mind, or adds new requests, Fin reasons about what to do next and adjusts seamlessly, moving to the right step or Procedure without rigid scripts.
Add rules and logic to stay in control
Combine natural language with deterministic controls to define how Fin follows each step and works with your data and systems. Fin can resolve issues from start to finish or hand off to a human when needed.
Add branching logic for reliability - Ensure Fin only follows the right steps for each scenario by adding if/else conditions—making answers more predictable and consistent.
Use code for precision - Add code when you need Fin to follow strict rules when executing certain steps—such as ensuring accuracy for eligibility checks, date calculations, or record updates.
Connect Fin to your systems - Integrate with tools such as Stripe, Shopify, or Linear as well as your internal systems using data connectors or MCPs. Control what data Fin can access and how it uses it, from real-time order updates to account details.
Handoff seamlessly when needed - Control when Fin should escalate to a teammate—so customers get the right support in sensitive or critical situations that need a human touch.
Run Simulations for reliability at scale
Trust Fin to handle complex queries reliably and safely with Simulations. Test Fin’s performance across real-world scenarios, from simple flows to tricky edge cases. Confirm it behaves as expected and catch issues before they reach customers.
Simulate full conversations from start to finish - AI acts as a simulated customer, using the context you provide, to have a conversation with Fin. This creates a complete, end-to-end interaction that replicates a real customer scenario. AI also judges the conversation based on the success criteria you set, and assigns a pass/fail results. You get full visibility into why a test failed to debug and fix issues, making testing scalable and reliable.
Set changes live with confidence - Access all tests in one place and rerun saved Simulations whenever you update a Procedure. Catch regressions early and ensure updates go live confidently.
Create and improve tests with AI - Skip manual test writing. Use AI to generate new tests, edit failing ones, and iterate based on feedback. Expand test coverage faster and refine Fin’s behavior continuously.
Access Procedures
Procedures will be in managed availability, so talk to your Account Manager if you’d like to start exploring Procedures for complex query handling.
Transitioning from Fin Tasks
Procedures are the next step in Fin’s ability to handle complex queries. Tasks deliver strong results, but often require more technical expertise and complex setup.
With Procedures, we’ve taken what worked and made it simpler and smarter: a simple document-style editor ability to add code and data connectors within steps. This makes them faster to set up, easier to maintain, and more reliable to run—especially as processes get more complex.
If you currently use Fin Tasks, you’ll continue to see the existing interface until Procedures are enabled for your workspace. Once enabled, all new builds will be created as Procedures. All existing Tasks remain fully supported, with simple ones auto-migrating and complex ones staying in place until you’re ready to move.
Key differences between Tasks and Procedures:
| Tasks | Procedures |
Creation | Workflow-based setup required splitting logic across multiple instruction blocks, often needing technical expertise and more time. | A single, document-style editor that feels as natural as writing a standard operating procedure (SOP). Easy to copy existing documentation and get started quickly. |
Maintenance | Task instructions can be spread across multiple blocks, making them harder to read and manage as processes grow more complex. | Procedures consolidate instructions, rules, and logic into one document, enabling easy updates. |
Consistency & Reliability | Instruction blocks provide a flexible foundation, though handling advanced logic (e.g. if/else) typically requires additional workflow steps to ensure consistent behavior. | Natural language instructions can be combined with deterministic controls through if/else branching logic to keep Fin adaptable and reliable. |
Advanced Logic | Only available through code blocks in Data connectors. | Code can be directly embedded within natural language steps.
Improves accuracy, reduces latency, and makes logic easier to write, debug, and maintain. |
Customer Experience | More suitable for linear workflows, limiting ability to revisit earlier steps or switch context mid-conversation. | Fin evaluates the next best step based on the conversation. It can jump sections, switch Procedures, or revisit earlier steps seamlessly. This makes interactions more natural, flexible, and human. |
FAQs
When will I get access to Procedures?
When will I get access to Procedures?
Procedures will be under managed availability. We’ve learned that successful implementation requires hands-on setup support. Right now, we’re at capacity to provide this support more broadly. We’re working towards offering this to more customers with the support they will need to be successful, and will reach out once we’re ready.
If you’re already using Fin Tasks, please discuss Procedures access with your Account Manager.
Once I have access, will I need to move Tasks to Procedures right away?
Once I have access, will I need to move Tasks to Procedures right away?
No, migration will not be forced. Some Tasks — specifically those with a single instruction block and no additional workflow steps — will be eligible for automatic migration once Procedures are available on your workspace. You’ll receive advance notice before that happens. All other Tasks will remain supported for at least 18 months.
We’ll work closely with you to guide and support migration when it makes sense for your business.
How will my existing Tasks work alongside Procedures?
How will my existing Tasks work alongside Procedures?
Your Tasks will keep running with no disruption. When Procedures are rolled out to all Tasks customers (later this year), single-block Tasks will auto-migrate — with advance notice and no impact on you or the customer experience.
More complex Tasks won’t auto-migrate but will remain fully supported. Over time, new capabilities like Simulations will be best suited to Procedures. We’ll collaborate with you on migration when the timing is right for your business.
What’s the benefit of continuing to build Tasks now?
What’s the benefit of continuing to build Tasks now?
The work you put into using Fin Tasks and Data connectors will carry forward, because the same logic, instructions, and flows can be easily adapted once you have access to Procedures.
Are Simulations only available in Procedures?
Are Simulations only available in Procedures?
Simulations will soon be available for Fin Task instruction blocks where you can simulate scenarios for individual instruction blocks in a Fin Task. For Fin Tasks with multiple instruction blocks, you can't simulate a full conversation for the entire Task, only simulate it within individual instruction blocks.
As we transition from multiple to a single instruction block with the Procedures launch, Simulations will be able to handle the full conversation inside a Procedure.
Why are Simulations better than our current testing setup?
Why are Simulations better than our current testing setup?
Simulations validate Procedures at scale, catch issues before they reach customers, and ensure Fin performs reliably in complex workflows. This builds confidence to deploy Fin in critical, high-risk scenarios and ship changes faster.
Manual testing is ideal for quick spot checks or configuration reviews when deploying changes on a smaller scale. However, for more complex or high-risk scenarios, Simulations allow you to go further.
With these improvements, we’re now covering the full spectrum of testing more effectively; combining the speed and intuition of manual testing with the depth and consistency of simulated scenarios.
What happens if a Simulation fails?
What happens if a Simulation fails?
You can review the full simulated conversation to understand why Fin didn’t behave as expected, adjust your Procedure, and re-run the Simulation with no impact to customers.