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Fini (usefini.com) bills per resolution, meaning a customer issue the Fini agent fully solves with no human involvement and no customer reply for 72 hours. Fini pricing starts at $0.49 per resolution, a usage-based rate with no per-seat fees, and nothing is 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 plans and rates, see the pricing page.
A resolution counts only when Fini fully solves the issue, no human ever touches the conversation, and the customer does not reply for 72 hours. If the agent escalates, a teammate replies to or works on the conversation, or the customer writes back within 72 hours, 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 the customer reopens within 72 hours is not a resolution. 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.
Fini pricing starts at $0.49 per resolution, a usage-based rate with no per-seat fees. See the pricing page for current plans and rates.
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 status can appear before the 72-hour window closes, so the billed count can differ from Analytics in the short term. Billing also never counts greetings or spam. 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.
No. Compliance is included: SOC 2 Type II compliance, ISO/IEC 27001:2022 certification, PCI DSS Level 1 certification, HIPAA compliance (BAA-eligible), GDPR and CCPA. See Security overview.
Voice rates are listed on the pricing page. See Voice for how the channel works.
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.
You set your own retention period, and deletion removes all data. The Terms of Service also provide for data deletion within 30 days of termination.

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.