Announcing major updates to Procedures and Simulations: Enabling Fin to handle complex queries

Summary

Intercom announces 12 updates to Fin’s Procedures and Simulations, the mechanisms it presents for handling complex customer queries while keeping teams in control. Procedures combine natural-language instructions, deterministic controls such as conditional steps, data connectors, code snippets, checkpoints, and fully agentic behavior; new features include AI drafting, reusable Sub-procedures, explicit switching rules, targeted knowledge-hub references, internal handoff notes, automatic switching, and structured extraction from PDFs and images. The Procedures UI also adds improved authoring and reporting on triggers, resolutions, and handoffs. Simulations support full multi-turn conversations, image uploads, clearer visibility into Fin’s reasoning, and AI-generated tests stored in a central library that can be rerun after changes. Procedures and Simulations are available now, with the stated goal of helping teams train, test, deploy, analyze, and refine complex workflows before and after launch.

Takeaways

1. 1

   Procedures support a gradual mix of natural-language instructions and deterministic controls, including conditional branching, data connectors, code snippets for guaranteed outputs, and checkpoints for approval or handoff.

2. 2

   Fin can automatically switch to a more relevant Procedure when customer intent changes and can extract structured data from uploaded PDFs and images for use during the conversation.

3. 3

   Simulations can be generated from Procedures, include image inputs and multi-turn conversations, expose Fin’s reasoning, and be stored in a library for rerunning after product, policy, or Procedure changes.