When Fin AI Agent can't resolve a conversation, you have full control over what happens next. You can hand it over efficiently to a human via the Help Desk, redirect customers to email or phone support or, as we’ll explore in this article, hand it over to another support tool.

Go to AI & Automation > Workflows and open the Workflow you've previously set up for Fin.

Workflows can do a lot. But for most handover cases, you will only require three pieces of functionality:

You can add as many of these as you want by clicking on the + button:

In this example, we’ve started by setting expectations with the customer and asking for their email address. We’ll use this information later in a Custom Action to provide the right context to the other support tool.

Now that we’ve configured the Workflow to collect the data we need, we’ll close the conversation on Intercom and open a new ticket on the other support tool.

The screenshot below shows the full Workflow:

Finally, all we need to do is configure our Custom Action to call the third party providers API. Click Select Custom Action and then click Create a Custom Action.

You’ll need to follow the steps outlined on your third party support tool API documentation to understand what endpoint should be called and what data it requires.