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Clarify Fin escalation lifecycle #634

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mckenna merged 1 commit into from
Aug 26, 2026
Merged

Clarify Fin escalation lifecycle #634

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11 changes: 6 additions & 5 deletions descriptions/0/api.intercom.io.yaml
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Original file line number Diff line number Diff line change
Expand Up @@ -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.
Expand Down Expand Up @@ -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.
Expand Down