We’re looking for a way to route conversations to a human team after Fin AI Agent has resolved the user’s questions — specifically through Workflows, not Procedures.
Important context:
We need this workflow to be triggered based on conditions like specific URLs (e.g. contact buttons or pop-up proactive messaging on a specific page)
And at this time, that requires Workflow-level control. This cannot be handled in a Procedure currently, as far as I understand.
Use case:
There are certain topics where Fin can fully answer questions, but a manual action is still required afterward.
Example:
- A user lands on a migrations page and clicks “Contact us”
- Fin answers all their migration-related questions
- The conversation is resolved
- But we still need it routed to our team to process the migration request
Current limitation:
- If we force routing early, we lose the benefit of Fin answering questions first
- If we let Fin resolve, the conversation never reaches the team
- Procedures don’t solve this because they can’t control post-resolution routing based on entry conditions like URL
What we need:
A Workflow-based solution that can:
- Trigger from specific entry points (e.g. URL, button click, referral source)
- Allow Fin to fully handle and resolve the conversation
- Then automatically route the conversation to a specific team
- Optionally mark it for internal follow-up without reopening it to the user
Without this, we’re forced to choose between automation or operational workflows, instead of combining both.
Ideal behavior:
Workflow triggers → Fin handles conversation → Fin resolves → Workflow routes to team for internal processing