Fini (usefini.com) bills per resolution, meaning a customer issue the Fini agent solves end to end with no human handover, with no per-seat fees and nothing charged for escalated conversations. The answers below cover the questions finance, procurement, and support leaders ask most often. For the full model, read How Fini pricing works; for current rates, see the pricing page.
A resolution is a customer issue the Fini agent solves end to end, with no human handover. If the agent escalates, or tells the customer a team will follow up with them directly, it is not a resolution. What counts as a resolution has a full table of examples.
No. Escalations are free, and your team receives the conversation with its full context. In Analytics, these are the conversations with status Escalated to Human Team.
Greetings, spam, and abandoned sessions are never billable, and a conversation reopened within 72 hours is not billed twice. A conversation that stays Waiting for Customer because the customer never replied is an abandoned session.
No. There are no per-seat fees, and your human support team is never billed, however many teammates use the dashboard or the Inbox.
No. Fini has no named plan tiers. Custom volume and contract terms are available for enterprise deployments. Talk to your Fini team or write to founders@usefini.com.
AI resolution rate, which counts only conversations with status Resolved by AI. Deflection rate (100% - Human escalation rate) counts conversations still waiting on the customer as deflected, so it reads higher and does not track billing. The Resolved by AI count can still differ slightly from the invoice, because billing removes greetings, spam, and same-issue reopens within 72 hours. See Where the product status and the bill can differ.
In Analytics, select the agent and date range, then read the Conversation Status doughnut or set the Conversation status filter to Resolved by AI. For a repeatable export, call Get agent analytics with the latestStatus filter. The step-by-step version is in How to check your own numbers.
For a direct contract, fees are invoiced through Stripe with 30-day payment terms, as set out in the Terms of Service.
Yes. Fini is listed on the Microsoft Commercial Marketplace with one contract and one invoice through Microsoft. The purchase is MACC-eligible, so it counts toward your Microsoft Azure Consumption Commitment, and Fini can be deployed in your Azure tenant. See Fini on Microsoft Azure.
Prices are listed in USD. Contracts are available in EUR, GBP, and AUD at the prevailing rate at signing.
Per resolution is the default. For very high-volume or low-handle-time traffic, Fini can quote a flat per-conversation rate instead and model both options against your real traffic.
No. Compliance is included: SOC 2 Type II, ISO 27001, GDPR, CCPA, and HIPAA-compliant handling with a BAA available. See Security overview.
Voice is available as a channel (see Voice). Current voice rates are published on the pricing page.
Eligible new enterprise customers (1M+ annual tickets, at least 100,000 AI-handled interactions in the first 90 days) owe nothing for the first 90 days if automated resolution is below 90% of eligible queries, AI CSAT does not beat human CSAT, or average first response is above 30 seconds. Eligibility applies; see 90-Day Money-Back Guarantee explained and the binding terms.
The Terms of Service provide for data deletion within 30 days of termination, and the Trust Center lists a 30-day retention policy or deletion on request.
To confirm (internal, remove before publish): The currency and per-conversation answers come from the FAQ on the live /pricing page, which also shows the named plans that the rest of the site describes as retired. Confirm both answers still apply under the flat per-resolution model.

How Fini pricing works

The full pricing model, estimation, and how you buy.

What counts as a resolution

Definitions and examples, mapped to Analytics statuses.

90-Day Money-Back Guarantee

Eligibility, conditions, and claims.

Security questionnaire answers

Answers for procurement and security reviews.