Fin Procedures te permiten diseñar flujos claros y repetibles que guían a Fin al manejar consultas complejas. Defines la estructura usando Steps, amplías las capacidades de Fin con Tools, y moldeas su comportamiento con Guidance.
Ya sea que estés recopilando información, ramificando la lógica, conectando con sistemas externos o transfiriendo a compañeros, Procedures te dan control total sobre cómo Fin maneja una conversación de principio a fin.
Note: Para crear Procedures necesitas tener el permiso "can manage workspace data".
Tip: Conéctate con Community Experts y Intercom Solutions Architects en nuestras Procedures Meetup Office Hours. Celebradas cada dos semanas, estas sesiones ofrecen soporte práctico en tiempo real, incluyendo preguntas y respuestas en vivo para ayudarte a configurar y optimizar tus Fin Procedures y Data connectors.
Comenzar
Para crear un nuevo Fin Procedure, navega a Fin AI Agent > Train > Procedures en tu espacio de trabajo. Haz clic en + New procedure y elige tu método de creación preferido:
Opción 1: Deja que la IA redacte tu procedure
Este es el método más rápido si ya tienes un proceso en mente o documentado.
Selecciona Let AI draft your procedure.
Elige tu punto de inicio:
Describe tu proceso: Escribe tu proceso en lenguaje natural o pega instrucciones paso a paso o Procedimientos Operativos Estándar (SOP) directamente en el cuadro de texto. Fin los estructurará automáticamente en un formato de procedimiento adecuado para ti. Selecciona qué attributes y Data Connectors incluir como contexto — puedes elegir conectores específicos en lugar de pasar todos, y los attributes ahora actúan como contexto en lugar de ser solo marcadores de posición.
Elige una plantilla: Selecciona una plantilla específica de la industria (p. ej., SaaS, Ecommerce, Fintech o Gaming) y escoge un escenario común, como "Cancel or pause a subscription". Selecciona qué attributes y Data Connectors incluir como contexto — puedes elegir conectores específicos en lugar de pasar todos, y los attributes ahora actúan como contexto en lugar de ser solo marcadores de posición.
Haz clic en Continue. Fin analizará tu entrada y fundamentará el borrador en el contexto de tu espacio de trabajo buscando entre tus past customer conversations, existing documentation y Data Connectors.
Responde las preguntas de aclaración para ayudar a Fin a desarrollar la lógica e instrucciones específicas. Aunque son opcionales, proporcionar esta información garantiza un borrador más preciso.
Una vez que Fin genere el borrador, aparecerá un modal de retroalimentación. Elige Keep para aceptar el borrador, Clear para descartarlo y empezar de nuevo, o Try again para regenerarlo.
Tip: Si ya tienes instrucciones paso a paso o un proceso documentado, usa Option 1: Let AI draft your procedure. Simplemente pega tus instrucciones existentes y deja que Fin las estructure en un formato de procedimiento adecuado — no necesitas formatear manualmente cada paso. También puedes redactar primero tu caso de uso para identificar qué Data Connectors necesitarás configurar antes de pasar a producción.
Opción 2: Crear desde cero
Usa este método si quieres construir un Procedure manualmente.
Selecciona Create from scratch.
Nombra tu procedure y entra al editor para empezar a añadir pasos manualmente.
Tip: Lee nuestra guía de inicio rápido para crear tu primer Fin Procedure.
Indica a Fin cuándo usar este procedure
En la parte superior del editor encontrarás la sección When to use this procedure. Esto es crucial para indicarle a Fin exactamente cuándo utilizar este Procedure. Para asegurar que Fin solo se active cuando se desea, debes proporcionar una lógica de activación clara y ejemplos de conversaciones de alta calidad. Estos dos componentes trabajan juntos para mejorar la fiabilidad y reducir falsos positivos.
1. Escribe la lógica 'When to use this Procedure'
Describe exactamente cuándo debe (y cuándo no debe) iniciarse este procedure. Un trigger sólido incluye criterios específicos y exclusiones.
Ejemplo de lógica de activación de alta calidad:
When to trigger this procedure: Activa este procedure cuando un cliente informe que el software no funciona correctamente o se comporta de manera inesperada.
Inclusion criteria (Trigger if):
El cliente describe un problema técnico específico o un error.
El cliente indica que una función está rota.
El cliente menciona un bug, glitch o mal funcionamiento.
Exclusion criteria (Do NOT trigger if):
El cliente solicita una nueva función.
El cliente hace preguntas relacionadas con la cuenta (p. ej., restablecimiento de contraseña).
Los triggers claros y completos aseguran que Fin active tu procedure para las intenciones correctas del cliente y evite activarse por consultas no relacionadas.
2. Entrena a Fin con ejemplos
Una vez que hayas escrito tu lógica, proporciona ejemplos de conversaciones a Fin.
Haz clic en el botón Train Fin on examples.
When to use: Proporciona ejemplos de frases o escenarios donde este procedure sea apropiado.
When NOT to use: Proporciona ejemplos de consultas similares pero no relacionadas para evitar activaciones erróneas.
Note: Estos ejemplos son cruciales para entrenar la IA a distinguir entre un "password reset" y "general login policy info".
Cómo funciona el disparo de procedimientos
Fin evalúa cada mensaje del cliente para decidir si coincide con la descripción del trigger del procedure, lo que significa que un procedure no se iniciará solo porque se abrió una conversación. Empieza cuando Fin está seguro de que la intención del cliente coincide con el propósito del procedure. Al probar, envía un mensaje que exprese claramente la intención en tus instrucciones “When to use this procedure” en lugar de un mensaje de apertura corto o vago.
Añadir instrucciones al procedure
Puedes indicarle a Fin qué hacer cuando se active el procedure escribiendo instructions. Además de estas instrucciones, también puedes añadir controles deterministas que le den más poderes a Fin, como condiciones o incluso herramientas para permitir que Fin acceda a datos externos y actualice attributes.
Steps definen el flujo. Los añades escribiendo / en una nueva línea.
Tools le dan poderes a Fin (como verificar APIs). Los añades escribiendo @ dentro de un paso de Instruction.
Feature | What it does | When to use it |
Instruction | The default block. Plain natural language instructions. | For almost everything. "Ask the customer for their email." |
Condition | Adds branching logic (IF / ELSE). | Use for major, mutually exclusive paths that significantly change the flow (e.g., "IF the item is broken, do X. ELSE do Y.").
For small variations or minor clarifications, use natural language Instructions instead of branching. This keeps your procedures simpler and allows Fin's AI to handle the conversation more naturally. For example, branch on current channel to send a different message on WhatsApp vs. web, or on user role to handle leads and users differently. |
Run Sub-procedure | Runs a sub-procedure. | To reuse a common flow (e.g., "Verify Identity") without rewriting it, or a complex flow you would like to hide from the main flow. |
End | Ends the Procedure immediately and passes back to Fin. Each End step has a configurable end message — you can write a custom message, leave it empty to send nothing, or keep the default. You can also choose an end action for when the End step is reached: No action (the conversation stays open), Close conversation (the conversation is closed), or Close conversation and prevent replies (the conversation is closed and the customer cannot send further replies). | Use this to stop a Procedure once a specific goal or logic condition has been met, ensuring Fin doesn't continue following the procedure steps. |
Call data connector | Fetches live data from connected apps (Shopify, Stripe, etc.). | Inside a step when you need to check an order status or balance. |
Read an attribute | Looks up existing customer data. | Inside a step to check a customer's plan, ID, role, or current channel. |
Update an attribute | Saves information the customer gave you into an attribute | Inside a step to remember an answer for later. |
Handoff to team | Intentionally hands the conversation over to a team or teammate. | Inside a step when the bot can't solve the issue. This follows the escalation path defined in the workflow following the Fin block that is defined in the Deploy section. |
Wait for Webhook | Pauses the procedure and waits for an external system to POST a callback before Fin resumes. Generates a unique callback URL per conversation. | Inside a step when integrating with a third-party system that processes requests asynchronously — for example, identity verification, payment authorization, or approval workflows. |
Important:
No nesting: You cannot nest Condition steps inside other Conditions.
Single logic type: You cannot mix code and natural language conditions within a single step.
Unsupported attributes: Attributes like dates or decimals cannot currently be referenced in conditions.
Sub-procedures
Reuse: You can reuse a sub-procedure multiple times within the same parent procedure.
Scope: Sub-procedures are currently local and cannot be called by other unrelated procedures.
Working with Data connectors
Attribute scope: Data Connector outputs are available as step outputs within the Procedure but will not appear as conversation attributes in the Inbox. To persist a connector's returned value to a conversation attribute, use a Handoff to workflow step and set the attribute inside the Workflow — the Procedure will not resume after the handoff.
Always handle connector failures: Add a Condition step after every Data Connector call to handle errors and empty responses. Without a fallback, Fin may escalate unexpectedly if a connector fails silently.
Learn more:
Add guidance
Give Fin specific guidance on how to interact with customers while running a procedure. To add guidance, open a Fin Procedure and click Guidance in the top right corner of the Instructions editor.
Choose which workspace level guidance should apply to this procedure. Fin will combine all selected guidance:
Communication style
Context and clarification
Handover and escalation
Other guidances
You can also write custom procedure-specific guidance that apply only to this procedure. Fin will combine this with any workspace level guidance you selected. For example: "Never bring up a refund unless a customer mentions it first."
Note: Keep these three things in mind when using workspace guidance inside a procedure:
Guidance is additive, not overriding. When workspace guidance is enabled, Fin combines it with any procedure-specific guidance you've written. One doesn't cancel out the other — both apply together.
Broad workspace rules can trigger mid-procedure. Because workspace guidance is evaluated while Fin generates each response, a broad rule can share information with the customer earlier than your procedure intended. If a rule should only apply outside a procedure context, narrow its scope using audience conditions or move that logic into the procedure as an explicit step.
Fin's built-in escalation always applies. Fin's default escalation behavior — triggered when a customer asks for a human, expresses strong frustration or anger, or is stuck in a repetitive loop — always applies inside a procedure regardless of your guidance settings. This is separate from workspace-level Escalation Guidance and Escalation Rules, which you must explicitly enable in the Guidance panel.
Configure end messages
By default, Fin sends "Anything else I can help you with?" when a procedure ends. You can customize this message per End step, set a global default, or leave it empty to send nothing at all.
Each End step has a configurable message. Click the End pill to open a side panel where you can write a custom message using rich text and @attribute mentions.
To set a default message for when the procedure completes naturally (without hitting an End step), open the procedure Settings dialog and go to the End message tab.
You can add an End step inside the instruction steps also, by typing @End. To control what happens when an End step is reached, click the End pill to open the side panel and choose an end action:
No action: The conversation remains open after the procedure ends.
Close conversation: The conversation is closed when the End step is reached.
Close conversation and prevent replies: The conversation is closed immediately and the customer cannot send further replies.
Note: End messages support automatic localization — they're translated into the workspace's permitted languages, respect glossary settings, and are served in the customer's conversation locale.
Select your Channels
To run a procedure on specific channels, such as Web, iOS, Android, Facebook, WhatsApp, Instagram, SMS, Email, or Slack use the Audience targeting settings within the procedure editor. Ensure the desired channel is selected in the Channels dropdown menu.
To run a procedure for specific audience use the Audience targeting settings within the procedure editor. Ensure the desired channel is selected in the Audiences dropdown menu.
Test and verify the procedure
Before you set your procedure live, you must verify that it works as intended. Click the Test button at the top of the editor to access two testing methods:
Preview
The Preview tab allows you to interact with Fin as a customer would. Use this to get a feel for the tone, greeting, and general flow of the conversation.
Simulations
The Simulations tab allows you to automatically test different logic paths within your instructions. This gives you confidence that Fin will behave as intended before you launch the procedure to real customers.
Preview vs. Simulations — which should I use? Preview shows the full customer-facing experience — using it while your procedure is live can expose messages to real customers. Simulations run the procedure in the background with no customer-facing output, making them the safest way to validate logic before going live.
Choose a simulation type:
Happy path: Fin's AI automatically suggests a standard scenario to help you get started quickly and see how the feature works.
You can also create Custom Simulations: Create specific scenarios to test edge cases or technical integrations by defining:
The context: Set the opening customer message and how the conversation should proceed.
Mock data: Define custom inputs and mock Data Connector responses to simulate how Fin handles live data (e.g., a "Payment Failed" response from Stripe).
Success criteria: Specify the exact outcomes you expect, such as which tools should be triggered or what information Fin must provide.
Run and review:
Run the simulation to watch Fin execute your steps, trigger the mock APIs, and follow your logic.
Pass: The simulation met all defined criteria.
Fail: The simulation failed. Click into the simulation to see exactly where Fin deviated from the instructions.
Once you are satisfied with the results, click Set live to make the procedure available to your customers.
View version history
Every time you set a procedure live, that version is saved and accessible in the version history side panel. This gives you a curated record of all changes that have impacted Fin without the noise of historical drafts.
The side panel shows:
All previously live versions
The current live version
The active draft (if one exists)
Click any version in the side panel to open a read-only view of that version in the editor. To return to editing, click the Back to editing button.
Note: Historical drafts are not shown in version history — only versions that have been set live are recorded.
Switch between procedures intelligently
When enabled, Fin can automatically switch from the current procedure to another live procedure if it determines that the customer’s intent has changed and a different procedure better suits their situation.
Automatically adapt to changing customer needs:
Fin reviews the conversation and Procedure Trigger Descriptions to determine when switching procedures would better serve the customer.
Haz preguntas aclaratorias cuando sea necesario:
Si varios procedimientos pudieran adaptarse a la situación del cliente, Fin puede hacer preguntas aclaratorias para desambiguar y seleccionar la mejor opción.
Help Center tiene prioridad:
Fin seguirá priorizando el contenido del Help Center sobre Agentic Switch al responder a las preguntas de los clientes.
Nota: Cuando está habilitado en un procedimiento, Fin puede cambiar desde este procedimiento a cualquier otro procedimiento activo. El procedimiento de destino no necesita tener Agentic Switch habilitado. Aún puedes usar el @Switch para cambiar procedimientos manualmente.