Build Fin Procedures
Build Fin Procedures covers multi-step, goal-directed tasks that content alone cannot complete. Procedures tell Fin what to collect, decide, do, and when to escalate.
Core rules
- Use Procedures for tasks, not FAQs. If the answer is a single article, use content. Use a Procedure when Fin must gather data, branch on conditions, call an Action, or complete a workflow.
- Define the trigger and scope. Name the procedure clearly and describe the customer intents that should invoke it. Exclude adjacent requests that need different handling.
- Specify required data and order. List the fields Fin must collect (order ID, email, plan) and the sequence. Do not let Fin improvise missing identifiers.
- Add decision branches and Actions. State eligibility rules and what Fin should do at each branch. If an integration Action is needed, define success and failure handling.
- Include a fallback. Every procedure needs an escalation path with context when data is missing, the action fails, or policy is unclear.
- Test edge cases. Use the Fin tester for happy path, missing data, ineligible customer, action failure, and ambiguous language.
Worked example
A refund procedure asks for order ID and email, checks the order date against the 30-day policy, and if eligible calls the refund Action. On success, Fin confirms the amount and timeline. If the order is outside policy or the Action fails, Fin explains the next step and hands off to Billing with the order ID and error.
Traps
Building a Procedure for a simple FAQ; omitting fallback; making steps too vague; forgetting action-failure handling; and testing only the happy path.