From 36ba38550ef02ef9680b886acc590c7f8f41ef8c Mon Sep 17 00:00:00 2001 From: mckenna Date: Tue, 25 Aug 2026 16:11:48 +0100 Subject: [PATCH] Clarify Fin escalation lifecycle Co-Authored-By: Claude GPT-5.6 Sol --- descriptions/0/api.intercom.io.yaml | 11 ++++++----- 1 file changed, 6 insertions(+), 5 deletions(-) diff --git a/descriptions/0/api.intercom.io.yaml b/descriptions/0/api.intercom.io.yaml index 6012398..2fb3e2b 100644 --- a/descriptions/0/api.intercom.io.yaml +++ b/descriptions/0/api.intercom.io.yaml @@ -25107,8 +25107,9 @@ paths: Unlike a conversation, `/fin/ask` is non-conversational: Fin will not ask follow-up questions, will not run procedures, and will not escalate to a human on its own. You can - still escalate one yourself with `POST /fin/escalate`; the ask conversation stays closed - and the handoff is routed separately. + still escalate one yourself with `POST /fin/escalate`; the ask conversation is already + closed after its one-shot answer, and escalation leaves it closed while routing the + handoff separately. Fin's answer is delivered asynchronously via the `fin_replied` event. The conversation ends with a `complete` status — there is no `awaiting_user_reply` cycle. @@ -25666,9 +25667,9 @@ paths: - `conversation_id` — escalate an existing agent conversation, including one started with `/fin/ask`. On the Intercom Helpdesk, Fin by default summarises the conversation - and opens a new Helpdesk conversation that carries the summary as an internal note; - the original agent conversation is not reassigned or closed. Configure an escalation - Operator Workflow to change this default. + and opens a new Helpdesk conversation that carries the summary as an internal note. + Escalation does not change the original agent conversation's assignment or open/closed + state. Configure an escalation Operator Workflow to change this default. - `user` — escalate on behalf of a user with no prior agent conversation. On the Intercom Helpdesk, a new Helpdesk conversation is created for the teammate. Not supported on Fin for Platforms — see below.