Hello Intercom Community!
I’ve been building complex automated shops using Fin and Workflows, and I’ve noticed a significant limitation in the current "Let Fin handle" node. Once a user is inside the Fin flow, it often feels like a "dead end" for automation. Currently, Fin can only resolve the chat or escalate to a teammate.
The Problem: There is currently no built-in way for Fin to guide users back to previous paths or nodes within the same conversation flow once the AI is active. For example, if a user finishes browsing product details with Fin but wants to go back to the main menu buttons to start a different process, they are stuck unless a human intervenes.
The Proposed Feature: "Automation Loop-Back" I would love to see an option within Fin's guidance or node settings that allows for a "Start Over" or "Go Back" trigger.
Key Functionality: A specific command in Fin's guidance (e.g., "If the user wants to start over, hand back to [Node Name]") that re-triggers a previous part of the workflow.
Why it matters: This would make Fin truly modular. It would allow us to build "circular" experiences where users can bounce between AI-powered information gathering and structured, robot-led data collection (like order forms) without the conversation feeling broken.
Current Workaround (The Tip): Until this is a native feature, I’ve found that the best "fix" is to use Handover Paths connected to Reusable Workflows. By forcing Fin to "Hand over" after a specific intent, you can land the user back into a fresh workflow node that presents the menu again.
Has anyone else found a better way to let users "navigate" backward while talking to Fin?
I’d love to hear your thoughts!