Webinar: Procedures

This session is a practical walkthrough of Fin’s Procedures and how they enable Fin to go far beyond simple Q&A. It shows how procedures give you precise control over how Fin reasons, acts, and resolves complex customer issues across your support ecosystem.

It covers how to design and validate procedures using simulation testing, connect Fin to your systems through data connectors, and safely orchestrate real-world actions using APIs. It also shows how procedures work in tandem with human support agents and workflows, allowing Fin to know when to act independently, when to collaborate, and when to hand off seamlessly.

By the end, you understand how procedures unlock agentic behavior, letting Fin follow structured logic, call external services, and resolve even your most complex customer questions with confidence and consistency.

What this session covers:

• Designing and testing procedures with simulation testing
• Using data connectors to ground Fin in real, live information
• Combining procedures, APIs, and agentic behavior for advanced resolutions
• How Fin collaborates with support agents and workflows to deliver better outcomes

If you’re looking to scale automation without sacrificing control or quality, this session shows you how procedures make it possible.

Speakers

Tim DoanProgram Manager, Fin

Sze Wing ChoiStaff Product Manager, Intercom

Sinesipho MpangeCustomer Success Manager, Fin

Resources

• Intercom product webinar hub
• Fin Academy course: Mastering Fin procedures
• Intercom Help Center article collection: Fin procedures
• LLM prompt for procedures modelling