Fin Procedures is currently in managed availability. Access and availability requirements are determined by the specific rollout phase. Please contact support to inquire about eligibility.

If a Procedure exits early, skips steps, saves only after a refresh, or throws errors, this is not expected behavior. Please report an issue to our support team so we can investigate.

No, you cannot use a sub-procedure written in one Procedure inside a different Procedure.

There is currently no way to auto-migrate all Tasks. However, after March 12, we will be able to auto-migrate certain simple Tasks (e.g., those with one instruction block only) to Procedures. We plan to support more complex Task migrations—likely with AI assistance—in the future. Note that Tasks will continue to work, run, and be editable even after Procedures launch in managed availability.

If you encounter inconsistent data handling or nested structures, you have two current options:

In the future, we will launch a code tool that allows you to transform and manipulate any data directly within a Procedure.

AI-generated Procedures are always refreshed with our latest view of best practice design, meaning the structure may change over time. Today, the AI often structures steps inside sub-procedures, which is considered good practice.

No, Procedure building and Procedure deployment are managed by the same permission level.

Yes, Fin can resume a Procedure after an auto-close due to inactivity.

If a customer becomes inactive, Fin will retain context. When the customer returns to the conversation, Fin will pick up exactly where it left off.

No, there is no way to expose which articles Fin uses during a simulation when constrained to available content.

No, Procedures cannot currently create a ticket. We will enable Procedures to create a customer ticket in early 2026.

No, a Procedure cannot automatically create an AI summary note when escalating (similar to Tasks). We are developing this feature and plan to launch it in early 2026.

Today, it is not possible to suppress or control follow-up questions within Procedures. We will offer more flexible follow-up controls for Procedures in early 2026.

No, Procedures do not support physical button blocks. To give customers choices, provide the options directly in your message text and use Condition steps to branch the conversation based on their answer. This allows you to recreate the same logic as a button-based task but in a more natural, conversational format.

No, the Run Sub-procedure step is exclusive to Procedures. You can use this command (or the @Run sub-procedure shortcut) to call one Procedure from within another, but this functionality is not available within the Workflow builder.

Workflows cannot directly hand off to a Procedure. Procedures are specific sets of instructions for the Fin AI Agent to follow sequentially. If you need to connect automated flows, you can use the Run Workflow step to link to another reusable workflow.

Procedures do not support traditional "Wait" steps because they are designed for immediate, sequential actions. If your logic requires a time-based delay, you should build that part of the experience in a Workflow, which fully supports Wait actions.

While you cannot export a file, each simulated conversation test generates a unique run ID and a link. You can copy this link and share it with anyone who has access to your workspace.

Yes, on Fin for Zendesk, all conversations that have entered a Procedure can be explored from the Procedures overview page.

Yes, you can see Procedure performance and view all conversations involving a Procedure in reporting.

No, escalations due to general guidance are not billed. Only intentional handoffs explicitly configured in the Procedure (either within the instructions or the procedure-specific guidance) are billed.