[DOCS] Fin AI agent claims it has no ability to pass messages to a human
Documentation Type
Incorrect/outdated documentation
Documentation Location
https://support.claude.com/en/articles/9015913-how-to-get-support
Section/Topic
Seeking support for the Claude API or Console
Current Documentation
The docs currenty say
If your issue requires additional investigation or input from our Product Support team, Fin will pass your inquiry along and someone will respond via email.
What's Wrong or Missing?
See https://github.com/anthropics/claude-code/issues/59950
Fin AI agent during converstaion 215474335314019 refused to pass messages to human support, which contradicts its responsibilities described on https://support.claude.com/en/articles/9015913-how-to-get-support, which states that
If your issue requires additional investigation or input from our Product Support team, Fin will pass your inquiry along and someone will respond via email.
<img width="985" height="459" alt="Image" src="https://github.com/user-attachments/assets/5a3e58b9-08b2-4df2-87b8-5de2449862a5" />
<br>
Here is the Fin AI agent response
<img width="391" height="477" alt="Image" src="https://github.com/user-attachments/assets/e20ac002-0dd9-4ada-afb1-cacb31b04209" />
<br>
This is a regression, because in February 2026 the agent passed a message to human support, that resulted in the following email response in March 2026.
<img width="835" height="484" alt="Image" src="https://github.com/user-attachments/assets/6aa68942-20c2-4117-9983-6887ce6c4fa6" />
Suggested Improvement
Possibilities:
- Edit the https://support.claude.com/en/articles/9015913-how-to-get-support page to explain that "Fin AI agent" has no ability to pass messages to a human Product Support
- Correct the "Fin AI agent" implementation to conform to the documentation
Impact
Medium - Makes feature difficult to understand
Additional Context
This problem submitted as BUG was marked as invalid https://github.com/anthropics/claude-code/issues/59950.
4 Comments
On the other hand, the "Fin AI agent" started from https://support.claude.com/en/articles/11595103-designated-point-of-contact-for-users-in-the-eu claied it passed the message to a human support agents.
<img width="385" height="654" alt="Image" src="https://github.com/user-attachments/assets/eadea55d-92d2-46c2-ad6e-07fba13b2bb3" />
.
Thanks for flagging. The page you're referring to (support.claude.com) and the support chat assistant are run by Anthropic's Support team and aren't part of Claude Code or the docs at code.claude.com, so this tracker can't change either one.
The best route for feedback on the support experience is the support site itself (there is a feedback option on each help article) or replying to any prior support email thread.
Closing here as it's out of scope for this repository.
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