[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Incorrect/outdated documentation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:

1. 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
2. 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.