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Fini (usefini.com) is priced per resolution: you pay each time the Fini agent fully solves a customer issue 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. See the pricing page for current plans and rates. Escalated conversations, greetings, spam, and abandoned sessions are never charged. 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

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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 and email; voice rates are listed on the pricing page). 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 your per-resolution rate gives your estimate. Pricing starts at $0.49 per resolution; your plan’s rate is on the pricing page. Conversations the customer reopens within 72 hours are not resolutions, so leave some margin for them.
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 listed on the pricing page.

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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.

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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. Contact [email protected] or use the contact 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.