Fini (usefini.com) is priced per resolution: you pay a usage-based rate each time the Fini agent solves a customer issue end to end with no human handover, with no per-seat fees and no named tiers. Escalated conversations, greetings, spam, and abandoned sessions are never charged, and current rates are published on the Fini pricing page.
To confirm (internal, remove before publish): Pricing decision pending. Option B (this draft) states mechanics only. If Ankit chooses option A, insert this exact sentence as the second sentence of the paragraph above and remove “and current rates are published on the Fini pricing page” from the first: “Fini pricing starts at $0.49 per resolution, one flat usage-based rate; see the pricing page for current rates.”
This page covers what you pay for, what you never pay for, how to estimate your spend from your own traffic, and how you can buy and pay (directly through Stripe invoicing, or through Microsoft Marketplace).

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The model in one table

To confirm (internal, remove before publish): The live pricing page currently shows three named plans with monthly allowances, overage rates, commitment discounts, and a voice rate card, while llms.txt and llms-full.txt say “no named tiers” and one flat rate. This page links to /pricing as the source for rates, so a reader will see the named plans there. Confirm the docs should still say “no named tiers” before publish.

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Why per resolution

Most support software charges for access (seats) or for activity (conversations, messages, or tokens). Both models bill you for a conversation even when the customer’s problem wasn’t solved and your team had to finish the job. Per-resolution pricing ties the bill to the outcome:
  • If the agent solves the issue, you pay for one resolution. That conversation no longer needs a person.
  • If the agent can’t solve it, you pay nothing for it. The agent escalates to your team with full context, so your teammate starts from the conversation instead of a blank ticket, and you can see in the AI Steps trace why it handed off.
  • Your incentives and Fini’s line up. Fini earns more only when the agent resolves more. Improving Knowledge, Intent Rules, and Actions raises your resolution rate, and every extra resolution is a conversation your team didn’t have to handle.

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What you are never charged for

The same rules as a decision path, from an incoming conversation to the bill:
Analytics also shows Deflection rate, which is 100% - Human escalation rate and counts waiting conversations as deflected. Billing does not follow deflection. Use AI resolution rate, which counts only Resolved by AI conversations, when you think about spend. See Resolution vs deflection.

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How to estimate your spend

You can estimate billable resolutions before you launch, then replace the estimate with real numbers once the agent is live.
1

Start from monthly conversation volume

Use your helpdesk’s monthly inbound volume across the channels you plan to put Fini on (chat, email, voice). Once Fini is live, use Conversation volume from the Analytics KPI cards instead.
2

Remove traffic that is never billable

Subtract greetings, spam, and conversations customers abandon. If you don’t have a baseline, review a sample of a few hundred recent tickets and count them.
3

Apply an expected resolution rate

Multiply what’s left by the share you expect the agent to resolve end to end. Plan with the rollout timeline in mind: the knowledge agent is live on day 1, agentic workflows come by day 14, and full autonomy by day 30, so resolution rate climbs over the first month as you add Intent Rules and Actions. After launch, use AI resolution rate from Analytics.
4

Multiply by the current rate

Billable resolutions times the per-resolution rate on the pricing page gives your estimate. Same-issue reopens within 72 hours are billed once, so this estimate is conservative.
Worked example (volumes only). A team receives 40,000 conversations a month. About 2,000 are greetings, spam, or abandoned, leaving 38,000. In the first month the agent resolves 50% of those end to end, so roughly 19,000 billable resolutions. By month three, with refunds, cancellations, and order changes running as Intent Rules, the agent resolves 75%, so roughly 28,500. The other 9,500 escalate to the team with full context and are not billed. The numbers in this example are illustrative, not a benchmark.
The fastest way to lower your cost per solved issue is to raise resolution rate, not to cut volume. Use the Knowledge performance and Intent rule breakdown tables to find high-volume slices with a low AI Resolve Rate, then close the gap with Articles or Sources or a new Intent Rule.

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Voice

The Fini agent also answers inbound phone calls (see Voice). Voice rates are published on the pricing page.
To confirm (internal, remove before publish): Is voice billed per resolution like chat and email, or per answered call or per minute as the live /pricing page shows? The answer changes how this section and the Billing FAQ describe voice.

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How you buy and pay

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Direct contract, invoiced through Stripe

Under the Terms of Service, fees are invoiced through Stripe with 30-day payment terms. Stripe is listed as Fini’s billing and subscription subprocessor on the Trust Center.

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Microsoft Marketplace (MACC-eligible)

Fini is listed on the Microsoft Commercial Marketplace. Buying through the Marketplace means:
  • One contract and one invoice through Microsoft. No separate vendor onboarding.
  • MACC-eligible spend. Purchases count toward your Microsoft Azure Consumption Commitment.
  • Azure-hosted deployment. Fini can be deployed in your Azure tenant, with Entra ID and Conditional Access, Private Link and VNet support, and customer-managed encryption keys.
See Fini on Microsoft Azure for the listing and the Azure deployment details.

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Changing how you’re billed

Custom volume and contract terms are available for enterprise deployments. If your traffic has a very high volume or a very short handle time, Fini can also quote a per-conversation rate instead of per resolution, modeled against your real traffic. Contact founders@usefini.com or use the contact page.
To confirm (internal, remove before publish): Invoice cadence for usage. Is usage invoiced monthly in arrears on actual resolutions, and is anything billed in advance? The 30-day payment terms are sourced from the Terms of Service; the cadence is not stated anywhere outside the tiered /pricing page.

What counts as a resolution

The exact definition, examples, and how it maps to Analytics statuses.

90-Day Money-Back Guarantee

Eligibility, the three performance conditions, and how claims work.

Billing FAQ

Payment terms, Marketplace purchases, and what shows up on your invoice.

Analytics

Track AI resolution rate, the number that drives your bill.