Our customers often ask questions related to items or transactions where the status or details do not live in our help center. Is there a way we would be able to route those customers directly to an agent? For example, if we know, based on their question attributes, that the answer involves information not contained in our help center?
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What is the ideal Fin workflow or process for customer questions where we know manual-intervention would be required?
Best answer by Jacob Cox
Hi
If you implement Fin via a Workflow you should be able to do that. You can, for example, include a Button path that requests a refund and that can skip having Fin try to step in and answer a question. Below is an example of what that could look like.
![](https://uploads-eu-west-1.insided.com/intercom-en/attachment/d75442c8-eafd-4083-a4ff-fa00e4303682.png)
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