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.

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 mid 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.

No, Procedures can only be triggered based on customer intent. Fin analyzes what the customer is asking and determines if it matches the "When to use this procedure" criteria you've defined. This means you cannot trigger a procedure at a specific time, via a button click, or through an external event. The procedure activates when Fin recognizes the customer's intent aligns with your configuration.

The easiest way to add steps is to write your instructions naturally or let AI draft them for you:

Within instruction steps, you can add tools by typing @ to access features like data connectors, attributes, or sub-procedures. To reorder steps, drag and drop them into position directly in the Procedure editor.

Use a standalone Data Connector for direct, single-step, atomic operations (e.g., "cancel my subscription") that don't require an ordered, multi-step interaction. You can use prompts within the data connector description itself. Use a Procedure when you need a deterministic, multi-step flow: collecting multiple inputs, explicit confirmations, branching logic, etc.

@tools (at-tools) extend Fin's capabilities within Procedure instructions. When you type @ inside an instruction step, you can add tools that let Fin interact with data and systems in real-time.

Common @ tools include:

Custom Objects are not yet fully supported in Procedures. To reference external data in Procedures, you should use Data Connectors instead. When you add a data connector to a Procedure, Fin automatically creates temporary attributes from the connector's response, which you can reference in your instructions and conditions.

No, Procedures do not use reply buttons. Procedures are designed for conversational, AI-driven interactions where Fin responds naturally to what customers type. If you want to use reply buttons to give customers predefined options to click, you should use Workflows instead. Workflows are built on a visual canvas and support reply buttons, which guide customers through structured paths. Procedures are better suited for open-ended conversations where customers might phrase requests differently or provide information in varying orders.

Yes. When you click an End step in a Procedure, the side panel includes an end action selector with three options:

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.