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Document that /fin/escalate rejects user on Fin for Platforms #617

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Merged
rahulgdsouza merged 1 commit into from
Aug 6, 2026
Merged

Document that /fin/escalate rejects user on Fin for Platforms #617

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18 changes: 10 additions & 8 deletions descriptions/0/api.intercom.io.yaml
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Original file line number Diff line number Diff line change
Expand Up @@ -25306,7 +25306,7 @@ paths:
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. Include an optional
`message` for its first message.
`message` for its first message. Not supported on Fin for Platforms — see below.

In both cases the optional `context` is attached as an internal note (supplied by your
orchestrating agent, not generated by Fin) alongside any summary.
Expand All @@ -25315,11 +25315,11 @@ paths:
`escalated`, readable as `ai_agent.resolution_state` on the Conversations API. This is a
resolution state, not a billable resolution.

On Fin for Platforms there is no Intercom inbox, so an escalation that no workflow
handles — whether by `conversation_id` or `user` — does not open a Helpdesk
conversation for a teammate. You are notified with the `escalated` status and hand the
conversation to a human on your own platform. Escalating by `user` still creates the
Fin conversation, returned as `intercom_conversation_id`.
On Fin for Platforms, `conversation_id` is required — `user` is not supported and is
rejected, because there is no Intercom Helpdesk in which to create a conversation. There
is no Intercom inbox either, so an escalation that no workflow handles does not open a
Helpdesk conversation for a teammate. You are notified with the `escalated` status and
hand the conversation to a human on your own platform.

You are notified over the existing webhook or SSE channel with an `escalated` status
followed by `complete`. The `complete` status signals that Fin is done; it does not close
Expand Down Expand Up @@ -25406,10 +25406,12 @@ paths:
properties:
conversation_id:
type: string
description: The external ID of the conversation to escalate. Provide this or `user`.
description: The external ID of the conversation to escalate. Provide this or `user`. Required on Fin for Platforms, where `user` is not supported.
example: ext-123
user:
"$ref": "#/components/schemas/fin_agent_user"
allOf:
- "$ref": "#/components/schemas/fin_agent_user"
- description: The user to escalate on behalf of, creating a new conversation. Provide this or `conversation_id`. Not supported on Fin for Platforms.
message:
type: string
maxLength: 10000
Expand Down