Hi everyone,
We want Fin to have natural, ongoing conversations using customer-specific data retrieved from our backend, alongside our Knowledge Hub content.
Our current setup uses a Procedure to complete our SMS OTP verification flow, retrieve the customer’s data through a Data Connector, and present an initial overview. The response contains multiple related records and nested arrays. The connector is currently called only by the Procedure.
After the Procedure ends, Fin appears to answer follow-up questions from general knowledge rather than consistently using the full retrieved dataset, including details omitted from the initial overview.
Intercom’s Fin support bot told us that data returned by connectors called within a Procedure is retained only for that Procedure run. It recommended:
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A separate read-only connector with direct triggering for follow-up questions.
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A short-lived, server-side verified session established after successful OTP verification.
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Simplifying deeply nested responses and returning the data relevant to each question.
We’re awaiting human confirmation of this approach, but I’d also like to hear from anyone who has implemented something similar.
The questions we still have are:
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How long does Fin retain and reuse a directly triggered connector’s response across subsequent messages? Does it need to retrieve the data again for every relevant follow-up?
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How have you managed verified sessions after a custom SMS OTP flow, including expiry and re-verification, without repeatedly interrupting the conversation?
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For question-specific retrieval, how do you pass the current question and relevant context from earlier messages into the connector so it returns the right records?
What setup has worked reliably for you while keeping the ongoing discussion outside a Procedure?
Thanks!