Getting Fin to give up after a certain number of tries | Community
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Getting Fin to give up after a certain number of tries

  • October 27, 2025
  • 1 reply
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V

Hi Intercom Community,

I’m trying to fine-tune how FIN handles unresolved issues. Specifically:

  • Is there a way to set a limit on how many times FIN tries to resolve a customer’s question before escalating?
  • Can FIN automatically hand off to a human agent after those attempts?

I want to make sure customers aren’t stuck in a loop if FIN can’t help. Ideally, it would try a few times, then gracefully pass the conversation to a person.

Has anyone set this up successfully? Would love to hear how you approached it—or if there’s a built-in way to do this.

Thanks in advance!

—Vanessa

Best answer by Paul Byrne

Hi ​@VanessaG Paul here from support engineering to help you out 🤝 

Fin can try a configurable number of times and then hand the conversation to a human, but it is not a single global “retry count” checkbox. You implement attempt limits and an automatic handoff by composing Workflows automations and Escalation/Handover Guidance.

There is a section for handover and escalation in this article for you to check out. 

John Pjontek

1 reply

Paul Byrne
Intercom Team
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  • Paul ByrneIntercom Team
  • Intercom Team
  • Answer
  • October 30, 2025

Hi ​@VanessaG Paul here from support engineering to help you out 🤝 

Fin can try a configurable number of times and then hand the conversation to a human, but it is not a single global “retry count” checkbox. You implement attempt limits and an automatic handoff by composing Workflows automations and Escalation/Handover Guidance.

There is a section for handover and escalation in this article for you to check out. 

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