Hand a conversation off to a human teammate. If you use the Intercom Helpdesk, the handoff lands in your team inbox.

Provide either conversation_id or user:

• 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. 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.

In both cases, pass the optional context to give the receiving teammate background your orchestrating agent has and Fin does not. On the Intercom Helpdesk, it appears above the summary in the internal note of the new conversation the teammate picks up. It is never shown to the end user.

Escalating an existing conversation also sets its AI Agent resolution state to escalated, readable as ai_agent.resolution_state on the Conversations API. This is a resolution state, not a billable resolution.

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. context is not surfaced, and the conversation is left open for your platform to hand off and continue driving.

You are notified via webhooks with an escalated status followed by complete. The complete status signals that Fin is done; it does not close the conversation. On the Intercom Helpdesk, the new human conversation remains open; on Fin for Platforms, the conversation remains open for whoever handles it on your platform.

{% admonition type="warning" %} To request access to the Fin Agent API, go to Settings > Integrations > Fin Agent API in your workspace and tell us about your use case. Once access is granted, Fin Agent API appears under Fin AI Agent > Deploy. {% /admonition %}

{
  "conversation_id": "ext-123",
  "user": {
    "id": "123456",
    "name": "John Doe",
    "email": "john.doe@example.com",
    "attributes": {
      "plan_type": "Pro",
      "subscription_status": "active"
    }
  },
  "context": "Customer is requesting a refund and is frustrated."
}

{
  "conversation_id": "ext-123",
  "intercom_conversation_id": "987654321",
  "status": "escalated"
}