Train Fin to resolve complex queries

Procedures let Fin handle complex queries with multiple steps, business logic, third-party systems, or cross-team approvals. Combine natural language instructions with deterministic controls to create powerful Procedures that follow your exact rules when needed. Before going live, run fully simulated customer conversations to ensure everything works as intended.

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Watch our CPO Paul Adams introduce Procedures

Setup

Create Procedures easily, in natural language

01Write Procedures in natural language, copy and paste existing SOPs, or let AI draft them from a short outline—easy for anyone to create and update.

Fig 1.A

Write in natural languageDescribe your processes in natural language, just like writing a document. Easy for anyone to create, edit, and understand.

Start from your existing SOPsCopy and paste SOPs you have in other docs to get started quickly.

Get AI to draft for youShare an outline of your process, and Fin combines this with your content and customer conversations to draft a Procedure you can refine and improve.

Control

Blend generative AI with deterministic control

02Fin combines agentic behavior with deterministic control to handle real conversations while enforcing rules like verifying eligibility or updating records. It connects to your systems so you control what data Fin accesses and how it's used.

Fig 2.A

Deterministic controlsEnsure Fin follows the right path with if/else logic, and use code to enforce strict rules like verifying eligibility, calculating dates, or updating records accurately.

Connect Fin to your systemsIntegrate 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.

Agentic behaviorProcedures are written linearly, but real conversations are messy—customers interrupt or change their minds. Fin intelligently reasons what to do at every point. It can respond no matter what the customer says, jump to the right step, or even another Procedure if necessary.

Test

Run Simulations to validate every Procedure before launch

03Simulations let you automatically test how Fin will behave before going live—running fully simulated customer conversations from start to finish to give you confidence your Procedures work as intended.

Fig 3.A

Simulate full conversationsRun fully simulated customer conversations from start to finish to test how Fin will respond. You can see what Fin is doing, when it is reasoning, and where it passes or fails.

AI-assisted test writingSkip manual test writing. Use AI to write new tests, fix failing ones, and iterate based on feedback. Fin even suggests more Simulations to create.

Full regression testingAll your Simulations live in a central library. When products or policies change and Procedures are updated, just hit Run all to check if anything has regressed or broken.

Use Cases

Solving complex queries for every industry

FintechFin handles workflows like managing subscriptions, processing chargebacks, or verifying account information securely and compliantly. Fin collects the right information, verifies it, and uses live system data like transaction history or account status to take the right action—either resolving the issue without human agent involvement, or handing-off at the right time.

Fig 4.A

SAASFin automates complex SaaS workflows like managing subscriptions, handling invoice requests, and updating account settings. Fin collects the necessary context, confirms intent, and uses system data to take action instantly—resolving Tasks without manual routing, delays, or agent involvement.

Fig 4.B

EcommerceFin resolves queries like order cancellations, shipping updates, returns, and abandoned carts. Fin checks order status in real time, confirms what the customer wants to change, issues refunds instantly, and re-engages shoppers with timely, personalized prompts—improving the customer experience while freeing up human agents.

Fig 4.C

GamingFin supports players with fast, reliable help for issues like account recovery, in-game refunds, and ban appeals. Fin collects the right context, validates requests using system data, and escalates complex cases with full history—so players stay engaged and human agents can focus where it counts.

Fig 4.D

Customers

How customers use Fin for complex queries

FAQs

What are Fin Procedures?

Fin Procedures are a powerful way to help Fin handle complex, multi-step customer support processes. You write them in natural language—just like training a teammate—or let AI draft them for you based on your outline.

They're designed to be flexible and smart. If a customer interrupts or changes their mind mid-conversation, Fin adapts naturally and moves to the right step without rigid scripts. You can also add branching logic, code for precision, and connect Fin to your systems like Stripe or Shopify to resolve issues from start to finish.

How do Procedures stay safe and accurate?

Procedures stay safe and accurate through Simulations—a built-in testing system that lets you validate Fin's performance across real-world scenarios before anything reaches your customers. AI acts as a simulated customer and has full conversations with Fin, then judges the results based on success criteria you set. You get complete visibility into why tests pass or fail, making it easy to catch and fix issues.

You can rerun saved Simulations whenever you update a Procedure to catch issues early and ensure changes go live confidently. Plus, AI can help generate new tests and expand your coverage faster, so you're continuously refining Fin's behavior.

Beyond Procedures specifically, Fin has strict safety controls built into the AI Engine at every stage—if safety parameters aren't met, Fin won't answer and will escalate to human support instead. Intercom uses state-of-the-art security measures to protect against LLM threats and avoid hallucinations.

How are Procedures created?

Creating Procedures is designed to be really straightforward. You write them in natural language—just like you would when training a teammate—using a simple document-style editor. Anyone can create, update, and understand them without needing technical expertise.

Even easier, you can let AI draft Procedures for you. Just share an outline of your process, and Fin combines this with your content and customer conversations to create a draft that you can refine and improve.

Within the steps, you can add branching logic (if/else conditions) for reliability, use code when you need strict rules, and connect to your systems using data connectors. This makes them faster to set up and easier to maintain than the previous Fin Tasks approach.