Channel overview

Fini is headless. That means three things:

• Knowledge composes from anywhere: past tickets, your help center, internal docs in Notion, Confluence, SharePoint, custom APIs, or anything else you can point an integration at.
• The agent deploys anywhere: every helpdesk you use, every chat surface your customers touch (website, authenticated app, mobile), your help center, voice, your internal Slack, or your own product over the API.
• Fini is the first AI layer: every customer interaction reaches Fini before it reaches a human. The agent resolves what it can; what it can’t, it escalates to your team with the full conversation, knowledge sources, and reasoning trace already in their hands.

You don’t have to pick one knowledge source and one channel. Most teams compose several of each.

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The architecture

Read the picture left to right. Knowledge flows in from any combination of sources. Fini holds that knowledge, applies your prompts and rules, and answers on whichever deployment surfaces you’ve connected. When the agent can’t resolve a conversation, by policy, by confidence, or because the customer asked for a person, it escalates to your team with the trace and context already attached.

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Knowledge from anywhere

Fini doesn’t require you to migrate your knowledge into a new tool. Point it at where your knowledge already lives. Configure sources under Knowledge → Sources. The full list of integrations and field-level details is documented there.

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Deploy anywhere

Pick the surfaces that match where your customers already reach you. Most teams use more than one.

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Internal integrations

Surfaces that Fini ships and you control directly. Configure them once and they’re yours — no third-party authorization, no per-channel setup.

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Chat widget

A chat bubble customers click to talk to your AI agent. The same widget runs in three contexts: See the Widget page for embedding details.

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Help center

A hosted, AI-powered help center, your knowledge base, search-enabled, with the Fini agent answering search queries directly. Set it up in Help Center.

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Email

A Fini-hosted email channel for teams that want inbound support addresses on their own domain without routing through a third-party helpdesk first. Add and verify a domain, create one or more bot email addresses, then route each address to the agent that should answer it. Set it up in Email.

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External integrations

Surfaces that connect Fini to a third-party tool your team already uses. Setup pattern is the same across them: authorize the integration, pick which Fini agent answers on which channel, and configure reply behavior.

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Voice

Fini runs as a voice agent on inbound phone support. Customers reach the same agent through a phone number; calls are transcribed, the agent reasons over your knowledge and rules just like any other surface, and escalates to a human queue when needed. Conversations show up in Inbox alongside chat and email, with the same AI Steps trace available for every turn. Workspace admins manage voice from Voice in the agent sidebar, not from a Deploy integration card. Select the agent, then click Connect voice if it is not configured. Enable the Voice agent toggle to edit Voice, Speaking pace, Delivery, Greeting, and Agent prompt. Use the preview button to hear the selected voice, then click Save to apply changes. The page no longer has an Agent sync panel or a Sync now action. When browser testing is available and the voice agent is enabled, save any pending changes and click Start test. Speak into your microphone on the same page, then click End test to finish. If testing is unavailable, the page disables Start test; contact your Fini team if setup or testing fails. To remove the voice connection, click Disconnect in the Disconnect voice section, then confirm Disconnect in the dialog. Fini ends any active browser test and returns the page to the unconfigured state. If the page says This bot is not available here, select an agent in your workspace and check that you have an admin role. For Voice settings unavailable, click Retry or contact your Fini team.

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API

For backend jobs, internal tools, BI exports, conversation-event submission, and knowledge-management workflows, Fini exposes public HTTP APIs authenticated with workspace API keys. The current route map covers agents, interactions, documents, folders, articles, and knowledge-generation jobs. See API overview and API Keys for the full surface and scope model.

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The first-layer pattern

Most production Fini deployments follow the same pattern: every customer interaction reaches Fini first. The agent triages, answers what it can, and escalates the rest. This works because the agent has the same knowledge, the same rules, and the same tools regardless of which surface a customer arrived on. A question about cancellation policy gets the same answer whether it came in by email through Zendesk, through the widget on the website, or through a Slack DM to an internal IT bot. The agent doesn’t know or care which surface it’s on, it just answers. What you get from this pattern:

• One source of truth. Your knowledge, your prompts, your rules live in one place. Update them once and every channel reflects the change.
• Consistent answers. The customer experience doesn’t depend on which channel they pick.
• Triage at scale. Fini handles the high-volume long tail (password resets, status checks, policy questions, simple how-tos) so your team’s time goes to the conversations that actually need a human.
• Escalations come pre-loaded. When a conversation does reach a human, the agent’s full trace, what was tried, what was retrieved, what the customer’s context is, comes with it. Your team starts the conversation already informed.

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Composing surfaces

Surfaces aren’t mutually exclusive. Two common composition patterns:

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Run multiple surfaces independently

Each surface handles its own traffic. Common when the audiences are different, for example, the widget on your marketing site serves prospects while the Zendesk integration handles existing customers. The agent’s knowledge and configuration can be shared (same bot across surfaces) or split (different bots per surface) depending on how much you want the experiences to diverge.

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Use the widget, escalate into your helpdesk

The most common combined setup. The agent answers in the widget; if it can’t help, the conversation hands off as a real ticket in your helpdesk. The customer sees a smooth handoff inside the widget; your support team picks up the conversation in the tool they already use, with the full Fini trace attached. To set up widget escalation, connect the destination helpdesk first (Zendesk, Front, Salesforce, HubSpot, or Gorgias), then create a Business Rule for the widget escalation flow. The widget settings page controls embed, styling, identity, and metadata settings; Business Rules own the handoff workflow.

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Where to start