Note: Fin Voice Procedures are currently available in closed beta. If you're interested in enabling Fin Voice Procedures or learning more, contact your Account Manager or reach out to our support team and they'll confirm whether your workspace is a good fit and enable it.
Use this article to request access to Fin Voice Procedures, build your first voice procedure using Operator or manual creation, test it before going live, and understand which capabilities differ from chat procedures. You need the Can manage workspace data permission to create procedures.
More agency. Fin combines tools and changes its plan during the call. It works to the outcome that you set. It does not follow a fixed script.
One way to build. A voice Procedure uses mostly the same steps and tools as a chat Procedure.
The call keeps moving. Fin speaks to the caller while it works. It tells the caller when a look-up takes time.
Operator writes it for you. Describe the Procedure in plain words and Operator builds the steps.
Get access to Fin Voice Procedures
Voice Procedures are currently in beta. To request access, contact your Account Manager or reach out to our support team and they'll confirm whether your workspace is a good fit and enable it.
Note: Voice Procedures are available in the US and EU regions. They are not available in the AU region.
After you're enabled
Each new voice Procedure uses the latest voice capabilities. This applies to a Procedure from Operator or a Procedure that you build by hand.
Voice Procedures you’ve created before then continue to run exactly as they do today, letting you test alongside your current setup.
How to build a Fin Voice Procedure
Start with Operator — describe your procedure in plain language and it builds the steps for you. You can edit the result by hand afterwards.
Option 1: Use Operator (recommended)
Go to Operator and describe the outcome, the information that Fin must collect, and the end condition. Don't describe the steps — Operator writes those.
Example: "Build a voice procedure for order status. Trigger it when the caller asks where their order is. Ask the caller for the order number, look it up with the Order lookup connector, then read the status and the delivery date back to the caller and end the procedure. If the connector finds nothing, escalate."
Option 2: Manual creation
Go to Train > Procedures and click + New procedure.
Choose Voice as the procedure type.
Build your steps end to end.
Publish it.
Test it using Preview, Simulations, or a real call (see How to test your Fin Voice Procedure below). Once satisfied, confirm it's set live.
How to test your Fin Voice Procedure
Preview and Simulations both work on voice procedures. Use all three methods — each one catches a different kind of problem.
1. Preview
Walk through the Procedure and watch it branch. Click the eye icon to see the events, not only the words.
2. Simulations
Run many caller behaviors together. This finds the branch that fails when the caller gives an unexpected answer.
3. A real call
Add the audience rules, set the Procedure live, then call the line and say something that triggers it. Fin can start the Procedure from what the caller says at any point in the call.
Tip: For the clearest test results, isolate the Procedure you're testing using audience rules, or pause older voice Procedures covering the same topic. Running overlapping Procedures on the same call can make results harder to interpret.
How to migrate an existing voice Procedure to the latest version
If you've already been using the previous version of Voice Procedures, you can duplicate it. The copy picks up the latest voice capabilities. The original continues to serve live calls.
Duplicate the original procedure. The copy picks up the latest voice capabilities.
Test the copy using Preview, Simulations, and a real call.
Publish the copy and set it live.
Retire the original by pausing or archiving it from the Procedures list. The original will continue to serve live calls until you do this.
Voice-specific capabilities and limitations
The End step
The End step has a voice-specific option: choose what Fin does with the phone call when the procedure ends.
Continue the call — Fin stays on the line and keeps answering questions. This is the default behavior.
End the call — Fin says an automatically generated goodbye and hangs up.
This is set per End step, so a procedure can hang up on its success path while keeping the caller on the line from other branches.
The Handoff tool
A Handoff tool is a path that allows Fin to exit the procedure and handoff to a team or a process. There are four handoff types:
Pass to team — rings the team you select.
Request a callback — takes a voicemail and ends the call so a teammate can call back.
Forward call — sends the caller to an external phone number.
The type is set per Handoff step, so different steps or branches of the same Procedure can hand off in different ways.
If Fin calls any handoff tool, the conversation is billable as a Procedure handoff.
Choose a handoff from the @ commands list to get started!
The Limitations
The following capabilities are available in chat Procedures but are not currently available in voice Procedures. Where a workaround exists, it's noted:
Switching between Procedures
Reusable Procedures
Looping in an agent
Waiting for a webhook
Event triggering
End message — Use the End the call option on the End step instead. This generates an automatic goodbye before hanging up.
Image upload in a simulation
Fin Voice Procedures are in beta, and your feedback shapes what we work on next. If one of these is blocking a use case for you, or there's something else you need, tell your Account Manager or reach out to Customer Support.
FAQs
Will my existing voice Procedures stop working?
Will my existing voice Procedures stop working?
No. Procedures created before you were enabled continue to run exactly as they do today. This is deliberate, so that enabling Voice Procedures can't disturb your live calls. Moving them across is optional.
Can I move a Procedure back after I've moved it across?
Can I move a Procedure back after I've moved it across?
No. Once a Procedure has moved across it can't go back, which is why we recommend duplicating rather than editing the original. The original keeps serving live calls while you test the copy.
Do I have to write voice Procedures differently from chat Procedures?
Do I have to write voice Procedures differently from chat Procedures?
A voice Fin Procedure uses mostly the same steps and tools as a chat Fin Procedure, with a few differences: voice doesn't support handing off to a team or workflow, switching between procedures, Reusable Procedures, looping in an agent, waiting for a webhook, event triggering, or end messages. The End step also has a voice-specific option to end the call (hang up) or continue the call. See the Voice-specific capabilities and limitations section of this article for the full list.
Can I duplicate a chat Procedure to create a voice Procedure?
Can I duplicate a chat Procedure to create a voice Procedure?
Yes — but only if your workspace has been opted in to the Fin Voice Procedures closed beta. If you don't have access yet, contact your Account Manager or reach out to our support team and they'll confirm whether your workspace is a good fit and enable it. Once you're enabled, you can duplicate a chat Procedure and choose to duplicate it as a voice Procedure, rather than starting from scratch. However, a chat Procedure won't automatically work on voice. You'll still need to review and update the steps for voice, including any capabilities that aren't supported (see Voice-specific capabilities and limitations above), before publishing and going live.
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