Fini (usefini.com) runs as a voice agent on inbound phone support: customers call a phone number and reach the same AI agent that answers your chat and email, using the same knowledge, rules, and AI Steps trace. You configure it from Voice in the agent sidebar, test it in the browser, and coordinate phone-number provisioning and inbound-call routing with your Fini contact. Calls are transcribed, the agent reasons over your knowledge and rules like on any other surface, and it escalates to a human queue when needed. Voice conversations appear in Inbox alongside chat and email.

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How a call flows

Turn by turn, a call looks like this: Voice is not a separate product with its own brain. It is one more deployment surface for an agent you’ve already built, which is why the work you put into knowledge and rules for chat and email carries straight over to the phone.

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What voice shares with your other channels

To confirm (internal, remove before publish): How does the voice page’s Agent prompt relate to the agent’s Prompts? Channel Prompts currently show only Email and Chat cards: does voice use Main Guidelines plus the voice Agent prompt, and do Guardrails and Reply Rules (for example a Channel value for voice) apply to calls?

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Before you start

You’ll need:
  • An admin role in the Fini workspace. Voice settings are managed by workspace admins.
  • At least one agent already created and trained. If you haven’t created one yet, do that first from Agent home.
  • A conversation with your Fini contact about the phone number and inbound-call routing. Configuring an agent or starting a browser test does not provision a phone number.

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Set up voice

Voice is managed from Voice in the agent sidebar, not from a Deploy integration card.
1

Open Voice for the agent

Select the agent, then open Voice in the agent sidebar.
2

Connect voice

If voice isn’t configured for this agent yet, click Connect voice.
3

Turn on the voice agent

Enable the Voice agent toggle. The voice settings become editable.
4

Configure how the agent sounds and opens

Set Voice, Speaking pace, Delivery, Greeting, and Agent prompt. Use the preview button to hear the selected voice.
5

Save

Click Save to apply your changes.
The Voice page no longer has an Agent sync panel or a Sync now action. Saving is the only step needed to apply settings.

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Voice settings

Write the Greeting to be heard, not read: one short sentence that says who the caller has reached and invites them to describe the problem. Keep links, tables, and long lists out of voice instructions, since callers can’t click or scan them.
To confirm (internal, remove before publish): What options do Delivery and Speaking pace offer, and is there a character or length limit on Greeting and Agent prompt?

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Test in the browser

When browser testing is available and the voice agent is enabled:
1

Save pending changes

Click Save so the test uses your current settings.
2

Click Start test

Speak into your microphone on the same page. The agent answers as it would on a call.
3

Click End test

End the session when you’re done.
If testing is unavailable, the page disables Start test. Contact your Fini team if setup or testing fails. Test the same way you would on chat: ask a question the agent should answer from knowledge, run a workflow your Rulebook handles, then ask for a person to check the escalation path. Afterwards, open the conversation in Inbox and read the AI Steps trace for each turn.

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Phone numbers and call routing

Phone-number provisioning and inbound-call routing are coordinated with your Fini contact. They aren’t self-serve in the dashboard today.
To confirm (internal, remove before publish): Which telephony providers does Fini use or support for voice? Can customers port an existing support number, forward calls from their current phone system, or connect over SIP, and which countries can numbers be provisioned in?

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Escalation to a human

When the agent can’t resolve a call, by policy, by confidence, or because the caller asked for a person, it escalates to a human queue, the same way escalation works on every other surface. The escalation topics you set in Controlling when the agent escalates are part of the agent’s behavior on voice too.
To confirm (internal, remove before publish): What does voice escalation do mechanically: a live transfer to a phone queue or number, a ticket in a connected helpdesk (which ones), or a native Fini ticket routed by Agent groups? Is the transcript or summary handed to the human?

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Reviewing calls

Voice conversations appear in Inbox alongside chat and email, with the AI Steps trace available for every turn. Use it the same way: find a call where the agent got it wrong, open AI Steps on the bad turn, fix the underlying prompt, knowledge, or rule, and add the scenario to the Test Suite.
To confirm (internal, remove before publish): Are calls recorded as audio, or only transcribed? How long are recordings and transcripts retained, can they be deleted on request, and is any PII redaction applied to voice transcripts (relevant for fintech and healthcare reviewers)?

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Languages, latency, and pricing on voice

Fini supports 130+ languages. The specifics below for phone calls haven’t been documented yet.
To confirm (internal, remove before publish): (1) Which languages are supported on voice specifically, and does the agent detect the caller’s language or use one set language per agent? (2) usefini.com describes voice as real-time with under 100 ms latency; is that the figure to publish here, and what exactly does it measure (network latency or time to the spoken reply)? (3) Is voice billed per resolution like chat and email, or is there per-minute or telephony cost on top?

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Pause or disconnect voice

To pause voice without losing your configuration, turn off Voice agent and click Save. To remove the voice connection entirely, 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.
Disconnecting removes the voice agent and its voice, greeting, and prompt settings. Reconnecting starts fresh. To pause voice without removing the configuration, turn off Voice agent and click Save instead.
The states of the Voice page, and the actions that move between them: Turning the toggle off keeps your settings. Disconnect ends any active browser test and removes them. None of these states provisions a phone number: that is coordinated with your Fini contact.

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Troubleshooting

Select an agent in your workspace and check that you have an admin role.
Click Retry. If it persists, contact your Fini team.
Browser testing is unavailable for this agent or workspace, or the voice agent isn’t enabled. Turn on Voice agent, click Save, and try again. If Start test stays disabled, contact your Fini team.
Configuring an agent or starting a browser test does not provision a phone number. Check with your Fini contact that a number is provisioned and inbound calls are routed to this agent.
Voice uses the same knowledge as your other channels. Open the call in Inbox, check the AI Steps trace for which sources were used, and fix the article or rule at the source.

Channel overview

Every surface Fini deploys to, voice included.

Inbox

Review voice conversations and their AI Steps trace.

Prompts

Tone, guidelines, and escalation topics the voice agent shares.

Fini on top of your helpdesk

How Fini runs inside your existing helpdesk for chat and email.