Fin Tasks and Data connectors are powerful features that allow Fin AI Agent to handle complex customer queries automatically by connecting to your external systems.

Data connectors handle simple, single-step customer queries by connecting Fin to your external systems.
- Data connectors can be used by Fin and other automations, including Workflows, Custom Answers, and macros from the Inbox.
- When used directly by Fin, they help generate personalized answers, e.g. “Where’s my order?”
Fin Tasks manage complex, multi-step processes and can combine multiple Data connectors with business logic, e.g. “Please cancel my order.”

Both features reduce the need for human intervention, improve response times, and boost customer satisfaction.

Note:

Fin Tasks are currently in closed beta. We’re focused on ensuring that customers get maximum value from the capability and are set up for success. During this phase, we’re prioritizing access and support for customers with higher support volumes and greater technical readiness. We’re actively working on a version of the product that will be suitable for all customers in the full release.
Data connectors are in open beta and available to all customers. You don’t need to use Fin Tasks to set up Data connectors.

What are Data connectors?

Data connectors allow Fin to access information from your external systems to answer customer-specific questions. Instead of making customers wait for a teammate to look up information or providing self-service instructions, Fin can retrieve the data immediately and craft a personalized response.

How Data connectors work

Each Data connector consists of an API call that you configure. Fin automatically determines when to use it to deliver customer-specific answers. You can connect any system with an API, including:

Custom internal backend tools
Third-party platforms (Shopify, Salesforce, Stripe, Jira, etc.)

Tip: Data connectors can be used by Fin and other automations, including Workflows, Custom Answers, and macros from the Inbox.

What are Fin Tasks?

Fin Tasks eliminate the need for customers to click through multiple buttons to reach the right solution. The entire experience feels much more natural and conversational, making it easier and more intuitive for customers to get the help they need. For example, Fin can take a customer through extensive troubleshooting steps or analyze images of damaged orders and issue a refund when needed. This reduces manual workload while ensuring customers receive fast, accurate, and intelligent responses—without needing human intervention.

How Fin Tasks work

Fin Tasks can combine multiple Data connectors (API calls) with your business logic to handle more complex, multi-turn customer interactions. Fin guides the customer through each step of the process to resolve their query.

Unlike workflows that require building decision trees with multiple steps, Fin Tasks can be set up using natural language descriptions. This makes them both more powerful and easier to configure.

Features and functionalities

Features
Task triggers	Fin automatically detects when to start a task based on customer intent—no need for complex setups. Example: A customer messages, “I don’t recognize this charge on my credit card.” Fin detects the dispute intent and immediately begins the resolution process.
Instructions blocks	Use natural language to define step-by-step instructions for Fin to take, like gathering info, asking clarifying questions, or taking actions in an external system. Example: Fin asks the customer for transaction details, reason for the dispute, and any supporting information to categorize the claim.
Connect to external systems	Execute real-time actions like processing refunds, updating accounts, or modifying subscriptions in external systems using Data connectors. Example: Fin submits the dispute request to the payment processor and retrieves the transaction status from the bank.
Wait for webhook	Pause a process until an external system provides necessary data. Example: Fin waits for an automated response from our internal system to confirm whether the user is qualified to receive a demo
Identity verification	Verify customers’ identities through multiple authentication methods. Example: Before processing the dispute, Fin prompts the customer to verify their identity via one-time password code sent through email or security question to prevent fraudulent claims.
Functionalities
AI-generated instructions	Use AI to help you draft your task instructions and quickly get started in automating your support processes.
Starter templates	Set up a Fin Task faster with ready-made templates for common support flows like refunds and account updates.
Get help from an expert	Get help from the Intercom “Tasks Squad” to get set up faster with Tasks.
Follow Fin’s thought process	Teammates can see Fin’s thinking when testing or previewing Fin Tasks to understand which instructions are followed by Fin and why.
Test as specific users	Test Fin Tasks with realistic user personas - like VIPs or new customers - to catch issues early and ensure every Task works as expected.

Differences between Data connectors and Fin Tasks

While both can be triggered by Fin and are defined using natural language descriptions, they serve different purposes:

Data connectors

Complexity: Simple, single-step API calls
Best for: Straightforward, single-turn customer questions
Example: "What's the status of my order?" (requires a single API call to retrieve order status)

Fin Tasks

Complexity: Multi-step, logic-driven flows
Best for: Complex, multi-turn customer interactions
Example: "I'd like a refund for my order" (requires multiple API calls and business logic)

Use cases for Fin Tasks and Data connectors

Industry	Use case	Description (example)
Fintech	Transaction disputes	Handle suspicious or unexpected transactions by automating the process from collecting transaction details and reasons for disputes to issuing refunds or resolutions. If the case requires further review, it escalates to the appropriate team.
Fintech	Changes to personal details	Facilitate user updates to personal details, such as name changes, by verifying identity, collecting required documents, and updating records. Escalates automatically if verification fails at any step.
Fintech	Failed transactions	Resolve issues with failed transactions by collecting details, verifying status, identifying failure causes, and initiating reversals or chargebacks as needed. Ensures complex cases are escalated for further investigation.
Fintech	Bank transfer not received	Investigate missing bank transfers by collecting transaction details, checking the transfer status, identifying issues, and providing updates or resolutions. Escalates unresolved cases to ensure timely support.
eCommerce	Order cancellations & refunds	Canceling orders by verifying details, processing partial or full cancellations, and issuing refunds. Any issues, such as invalid order IDs, are escalated to ensure resolution.
eCommerce	Delivery address updates	Enable delivery address updates by verifying customer information, checking order status, and processing changes when possible. For orders in transit or needing special attention, the process escalates appropriately.
Traveltech	Booking cancellations	Handle booking cancellations by collecting booking details, verifying provider policies, and processing eligible refunds. Escalates cases that cannot be completed automatically to ensure accurate resolution.
Healthtech	Rescheduling appointments	Reschedule appointments by identifying current details, offering alternate time slots, confirming changes, and updating the schedule. Escalates unresolved requests to ensure timely assistance.
Insurtech	Insurance policy updates	Update insurance policies, such as vehicle details, by gathering necessary data, verifying eligibility, generating quotes, and implementing changes. Escalates any errors to ensure seamless processing.
SaaS	Login issues	Assist customers with login issues by verifying identity, sending login links, or guiding password resets. Escalates unresolved problems to a team for alternative support solutions.
SaaS	Technical troubleshooting	Support technical troubleshooting by gathering critical data such as session IDs and error codes, creating or updating tickets, and escalating persistent issues to a technical team for investigation.
SaaS	Subscription refund	Manage subscription refund requests by detecting customer intent, checking refund eligibility, and processing partial or full refunds. Non-eligible cases are escalated for further review.
SaaS	Checking charges after trials	Provide billing clarity by retrieving account details, checking trial expiration dates, and confirming the scheduled charge date. Escalates complex queries to ensure accurate information.
On-demand economy	Payment status	Address missing payment concerns by capturing user details, retrieving recent records, and confirming payment status. Escalates unresolved issues to ensure customer satisfaction.
On-demand economy	Package delivery issues	Resolve package delivery problems by verifying courier details, confirming delivery status, and processing cancellations if eligible. Complex scenarios are escalated for manual handling.