Refine with AI helps your team debug and improve one Fini reply from Inbox. Pick a reply, describe what went wrong, and Fini analyzes the trace behind that answer. It can draft changes to prompts, knowledge articles, or rules, replay the conversation with those drafts, and show the before-and-after answer before anything is applied.
Synthetic Refine with AI review view showing a demo conversation, reviewer feedback, generation progress, and a suggested knowledge article change. The image uses illustrative data and no customer information.
Refine with AI creates reviewable drafts. It does not publish knowledge, prompt, or rule changes automatically.

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When to use it

Use Refine with AI when a Fini reply is wrong, incomplete, off-policy, or hard to explain from the final answer alone. It is most useful after you have found a specific reply in Inbox and can describe the expected behavior in plain language. Good examples:
  • The agent missed an article that should have answered the question.
  • The answer used the right article but omitted an important condition.
  • The agent selected the wrong rule, skipped a required rule, or followed a rule incorrectly.
  • The response strategy was wrong, such as asking for clarification when it should have escalated.
Refine with AI is not the right tool for backend bugs, integration outages, missing CRM permissions, or product behavior that cannot be fixed through prompts, knowledge, or rules.

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Start a review

1

Open the conversation in Inbox

Go to Inbox, select the agent and date range, then open the conversation that contains the reply you want to improve.
2

Select the Fini reply

Click the reply you want to review and open the Improve tab in the right-side inspector.
3

Describe the issue

In Refine with AI, write a short feedback note that explains what the agent should have done differently. Be specific about the missing fact, wrong policy, wrong rule behavior, or expected answer.
4

Start the review

Click Start review. Fini creates a review session, queues the analysis, and shows progress while it analyzes the conversation, generates changes, and replays the reply.
The feedback note is required. It can be up to 2,000 characters.

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What Fini analyzes

Fini reviews the same evidence you would inspect manually in AI Steps, plus the editable sources that could fix the problem:
  • Conversation history up to the user message that caused the selected reply.
  • Planning trace, including whether knowledge search or rule execution was selected.
  • Knowledge search trace and retrieved articles.
  • Rule execution trace, when a rule ran.
  • Prompt sections and instructions active for the original reply.
  • User attributes, action outputs, and answer-generation reasoning.
  • The latest editable prompt, knowledge snapshot, and rule snapshots.
Fini only analyzes Fini-authored replies that can be replayed. If the selected event is not a Fini reply, belongs to another conversation, or has no linked user event, the review cannot start.

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Review results

Each review iteration moves through these states: When the review is ready, the Refine with AI section shows:
  • Summary: what Fini thinks caused the bad reply.
  • Response comparison: the current reply beside the replayed reply.
  • Suggested changes: prompt, knowledge, or rule drafts tied to the diagnosed root cause.
  • Why this change: reasoning and evidence for each recommendation.

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Recommendation types

Prompt

Fini drafts an updated prompt version or a new prompt subsection when the issue is caused by missing, incorrect, or conflicting instructions.

Knowledge

Fini drafts a new article or an update to an existing article when the issue is caused by missing, incomplete, incorrect, or conflicting knowledge.

Rule

Fini drafts a rule version when the issue is caused by a missing, unwanted, or misconfigured rule behavior.
Each recommendation opens in the place where it can be reviewed:
  • Prompt changes open as a prompt diff preview.
  • Knowledge changes open in Reviews & Approvals.
  • Rule changes open as a drafted rule version.
Review every recommendation before publishing it. The replay shows what the draft would have changed for this one conversation, not a full regression test across every customer scenario.

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Refine a fix

If the latest result is close but not right, click Refine fix and add another feedback note. Fini uses the previous review, draft artifacts, and replay result as context for the next iteration. Only one iteration can run at a time for the same reply. Older ready iterations can be superseded by a newer one.

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Lock in the improvement

After reviewing a recommendation:
  1. Publish or approve the underlying prompt, knowledge, or rule change from its review surface.
  2. Re-run the conversation or inspect the replay to confirm the answer improved.
  3. Add the case to a Test Suite so the behavior becomes a regression check.
  4. Mark the feedback as Actioned in Inbox when the issue has been addressed.

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API access

The dashboard flow uses the same fix-review model exposed by the public API. These are the three endpoints to use when automating Refine with AI outside the dashboard: Creating a fix-review iteration requires a workspace API key with write scope. Reading sessions requires read scope. The API loop is:
  1. Use List conversations or Get conversation to find the conversation ID and the Fini response event ID.
  2. Call Create fix-review iteration with a feedbackNote. The response returns sessionId, iterationId, and backgroundJobId.
  3. Poll Get fix-review session with the returned sessionId, or poll Get active fix-review session for the response.
  4. Wait until latestIteration.status is ready, no_change, or failed.
  5. For a ready iteration, compare oldAnswerSnapshot.content with newAnswerSnapshot.content, then inspect changes. Each change includes its changeType, the generated draft ID when one was created, and the rootCause that explains why Fini suggested it.
Fix-review API responses are evidence and review artifacts. They do not apply the fix. Publish or approve the underlying prompt, knowledge, or rule change through the relevant Fini review surface or public API before marking the original feedback as actioned.