SoftTech AI Registry
Intercom · Fin

Fin Procedures

Administrator-authored multi-step procedures that Fin interprets during customer conversations to collect information, evaluate conditions, read and update Intercom attributes, call configured data connectors (including external write calls), pause for teammate approval, and hand off to a human team.

Recorded characteristics

Function
Intercom documents Fin Procedures as admin-authored documents combining natural-language instructions with structured steps. Documented step types include Instruction, Condition (natural language or deterministic Python code), Run/Create sub-procedure, Read attribute, Update attribute, Create attribute, Look up content, Use data connector, Loop in teammate/agent (human-in-the-loop), and Wait for reply / Wait for webhook. Intercom states Procedures "adapt dynamically to conversation changes" and can "move non-linearly across steps", so step sequencing and intent interpretation are decided by Fin at runtime while step structure, conditions, code, connector selection and approval points are fixed by the administrator in advance. Runtime chain established by documentation: customer conversation -> Fin selects an applicable live Procedure -> follows instructions, collects required data -> evaluates conditions (natural language or code) -> reads/updates Intercom attributes and/or calls a configured data connector -> receives the response -> continues the conversation, pauses for a teammate, or hands off.
Data access
Documented data available to Procedure logic: Intercom People/user attributes, Company attributes, Conversation attributes, temporary in-run values, data-connector responses, and knowledge content via the Look up content step. Code conditions reference inputs["user"], inputs["company"], inputs["conversation"], inputs["temporary"] and data-connector outputs. No unrestricted workspace or external-system access is documented.
Actions
Can take actions
External actions
Conditional
Human confirmation
Conditional
Permission basis
Separate permissions
Administrative control
Documented controls: authoring requires the "can manage workspace data" workspace permission; procedures move through Unsaved changes -> Draft -> Live with states Draft, Live, Live with draft, Paused and Paused with draft; version history is saved each time a procedure is set live and earlier versions can be restored; Simulations allow testing before changes reach customers; administrators configure conditions and deterministic code, select data connectors, insert Loop in teammate/agent approval steps and hand-off steps; human-in-the-loop webhook setup requires the "Manage apps and integrations" permission. Fin Operator (Pro add-on) proposes procedure changes that an administrator must review and approve.
Default state
Disabled
Availability
Fin Procedures documentation describes Procedures as the current successor to Fin Tasks; Intercom states new Task creation was disabled from 12 March 2026 and all new builds must be created as Procedures. Intercom's June 2026 comparison page states "Procedures are available to all customers", while an earlier FAQ described managed availability; the Data Hub is separately documented as open beta and Fin Operator requires a Pro add-on. Availability recorded as documented rather than inferred.
Licensing
Fin entitlement plus, for Fin Operator procedure authoring assistance, a documented Pro add-on. Exact plan matrix not established from the sources reviewed.
External model or provider
Not established for this capability. Intercom's Additional Product Terms state AI products use third-party AI providers acting as sub-processors and that customer data is sent to them, with a current list in the sub-processor list; no capability-specific model or provider is named in the Procedures documentation reviewed.
Limitations and uncertainty
Human confirmation is conditional and administrator-configured: the Loop in teammate/agent step is described as optional and recommended for high-risk or high-value actions (refund or exception approvals, compliance-sensitive requests). No automatic confirmation requirement for sensitive actions generally is documented, so procedures without that step may execute connector calls and attribute updates unattended. Teammate approval is distinct from the Wait for reply step, which pauses for the customer, and from hand-off, which transfers the conversation without constituting approval. Customer authentication is a separate matter: Intercom documents Messenger security via JWTs (successor to deprecated Identity Verification) and lists identity verification as something a procedure can be designed to perform; it is not documented as a platform-enforced gate before every action. Attribute-write scope is constrained: Intercom states Fin can only update the People email attribute for anonymous leads with no existing email or phone and only when a feature flag is enabled, with other such updates rejected. External write authority is documented only through administrator-configured data connectors; a POST call to cancel a subscription in an external system is the documented write example, while PUT/PATCH/DELETE support was not established from the sources reviewed. Retry policy, partial-completion handling and rollback of external side effects are not established; documented failure handling is surfacing a Failure outcome in reporting, connector error and auth-failure diagnosis in troubleshooting, and hand-off or escalation. Execution authority for external calls comes from the administrator-configured connector, not from the customer who requested the action.

Evidence