What counts as a resolution

A resolution in Fini (usefini.com) is a customer issue that the Fini agent fully solves, with no human ever touching the conversation and no reply from the customer for 72 hours. It is the unit Fini bills on: escalated conversations are not charged, a conversation the customer reopens within 72 hours is not a resolution, and greetings, spam, and abandoned sessions are never billable. The definition is deliberately strict. A conversation where the agent replied but a teammate still stepped in is not a resolution, even if the agent did most of the work. That keeps your bill tied to the outcome you care about (the customer’s problem is gone) rather than to activity (the agent sent a message). This page explains the definition, gives concrete examples, shows how it lines up with the Conversation Status you see in Analytics and Inbox, and walks you through checking your own numbers.

The definition

A conversation counts as a resolution only when all of the following are true:

Test	What it means in practice
Fini fully solved the issue	The customer got a complete answer, or the action they asked for was completed (a refund issued, an address changed, a subscription cancelled). Nothing is left pending on the customer’s side or your team’s side. The agent used your Knowledge, Intent Rules, and Actions to get there.
No human ever touched the conversation	The agent did not escalate to your team, and no teammate replied to or worked on the conversation at any point. That includes flows where the agent only writes an internal note and a person sends the reply.
The customer did not reply for 72 hours	After the agent’s last reply, the customer did not write back for 72 hours. A conversation the customer reopens within that window is not a resolution.
It was a real request	The conversation contained an actual support issue. Greetings with no follow-up, spam, and sessions the customer abandoned are never billable.

Why Fini bills on resolutions, not conversations or seats. A per-conversation or per-seat price charges you whether or not the customer’s problem was solved. Billing on resolutions puts the cost of a failed conversation on Fini: if the agent can’t solve it and hands it to your team, you pay nothing for that conversation. See How Fini pricing works for the full model.

What counts and what doesn’t

Scenario	Counts as a resolution?	Why
The agent answers a policy question (“What’s your refund window?”) completely from your knowledge base, and the customer doesn’t write back for 72 hours.	Yes	Fully solved, no human involved, no reply within 72 hours.
The agent runs an Intent Rule that verifies the customer, calls your billing API to cancel the subscription, and confirms the effective date. The customer doesn’t write back.	Yes	The action was completed by the agent. This is the pattern in the cancellation walkthrough.
The agent confirms that a background process will complete on its own, for example “Our finance team will process your payment automatically within 1-2 business days,” and the customer doesn’t write back.	Yes	Product rule: a complete acknowledgment of background work with no follow-up pending is tagged Resolved. No person has to take over the conversation.
The agent escalates to your team (“Let me connect you with our team”), or a Guardrail blocks a reply and Fini hands off.	No	Human handover. Escalations are free, and your team receives the full conversation and context.
The agent says the request was forwarded to an internal team and that the team will follow up with the customer directly.	No	Product rule: this is tagged Escalated to Human Agent, so it is a handover.
The customer asks for a human on their first message and the agent routes them.	No	Human handover. Analytics records it in the User family of escalation reasons, as a customer who requested a human immediately.
The agent asks for an order number and the customer never replies.	No	The conversation is Waiting for Customer and the issue was never solved. Abandoned sessions are never billable.
The customer only says “hi” or “thanks” and leaves, or the message is spam.	No	Greetings, spam, and abandoned sessions are never billable.
The agent answers, then the customer writes back within 72 hours.	No	The conversation reopened within 72 hours, so it is not a resolution.
The agent answers, and a teammate later adds a reply or works on the conversation.	No	A human touched the conversation.
The agent posts an Internal Comment (a note only your team sees) and a teammate sends the actual reply.	No	A person sent the customer-facing reply, so a human touched the conversation. See Reply Rules.

How a resolution maps to Analytics statuses

Every conversation ends in exactly one of three Conversation Status values. Fini applies them with a fixed, ordered decision rule (see Tags), and the same tag drives the Inbox status badge, Reply Rules, and resolution analytics. The labels differ slightly between pages of the dashboard. They are the same three states:

Analytics label	Tags and Inbox label	Billing treatment
Resolved by AI	Resolved	The candidate set for billable resolutions. It becomes a resolution only if no human touched the conversation and the customer did not reply for 72 hours. Greetings and spam are never billable.
Escalated to Human Team	Escalated to Human Agent	Never billed.
Waiting for Customer	Waiting for Customer	Not billed while waiting. If the customer never comes back, the session is abandoned and is never billable.

A conversation can move between statuses before it settles. The status it ends in decides whether it can be billed:

Resolution rate is not deflection rate

Analytics shows two different headline numbers, and only one of them matches billing:

AI resolution rate counts only conversations with status Resolved by AI. This is the number that tracks your billable resolutions.
Deflection rate is 100% - Human escalation rate. Conversations still Waiting for Customer count as deflected unless they escalated, so deflection rate is always equal to or higher than AI resolution rate.

If you estimate spend from deflection rate, you will overestimate it, because waiting and abandoned conversations are never billed. Use AI resolution rate. Resolution vs deflection explains the difference in more depth.

Where the product status and the bill can differ

The Resolved by AI count in Analytics and the number of billable resolutions are close, but they can differ in the short term. The known reasons:

The 72-hour window. The Resolved by AI status can appear in Analytics before the 72-hour window closes. If the customer writes back inside the window, the conversation is not a resolution, so the billed count can be lower than the Analytics count for recent conversations.
Greetings and spam. The Conversation Status rule tags a conversation Resolved when the agent gave a complete answer and nothing is pending. A short greeting the agent answered politely can land in Resolved by AI, while billing never counts greetings or spam.
Status changes after the fact. Analytics filters on the latest status. A conversation that was Waiting for Customer at the end of one month and resolved early the next can move between periods.

How to check your own numbers

You can reproduce the resolution count for any period yourself, from the dashboard or the API.

Open Analytics for the right agent and period

Open Analytics, pick the agent in the agent picker, and set the date range to the period you want to check (for example, last calendar month). KPI change pills compare against the preceding window of the same length.

Read the three-way status split

Scroll to Conversation Status in the Distribution section. It shows Resolved by AI, Escalated to Human Team, and Waiting for Customer as shares of total Conversation volume. Multiply the Resolved by AI share by conversation volume to get the resolved count.

Filter to resolved conversations

Set the pinned Conversation status filter to Resolved by AI. Every KPI card, chart, and table below the header now reflects only resolved conversations. Add Channel or Source from + Filter to split by channel or helpdesk.

Spot-check in Inbox

Open the same slice in Inbox with the Conversation status filter, and read a sample. The AI Steps trace on each conversation shows the Output Tag Selection reasoning behind its status. Look for greetings, spam, customer replies within 72 hours, and conversations a teammate touched, none of which are billable resolutions.

Pull the numbers by API (optional)

For a repeatable monthly check, call Get agent analytics (GET /v2/bots/:id/hc-analytics/public) with startEpoch, endEpoch, and the latestStatus filter, using an API key with the read scope. See the Analytics API overview for the full query model.

If a status looks wrong on a specific conversation, read the AI Instructions on the Conversation Status tag group. The rules encode specific phrases, so a reply like “I have forwarded your request to our specialist team” is tagged as an escalation by design. Fix the reply wording in your Prompts or Intent Rules rather than the tag.

How Fini pricing works

Usage-based pricing per resolution, what you are never charged for, and how to estimate spend.

Analytics

The Conversation Status split, AI resolution rate, and deflection rate as the product defines them.

Resolution vs deflection

Why Fini treats resolution rate as the metric that matters.

Billing FAQ

Short answers to common questions about invoices, payment, and what is billed.

Security & compliance

Plans & billing

Evaluate Fini

What counts as a resolution

The definition

What counts and what doesn’t

How a resolution maps to Analytics statuses

Resolution rate is not deflection rate

Where the product status and the bill can differ

How to check your own numbers

How Fini pricing works

Analytics

Resolution vs deflection

Billing FAQ

​The definition

​What counts and what doesn’t

​How a resolution maps to Analytics statuses

​Resolution rate is not deflection rate

​Where the product status and the bill can differ

​How to check your own numbers

​Related

How Fini pricing works

Analytics

Resolution vs deflection

Billing FAQ

The definition

What counts and what doesn’t

How a resolution maps to Analytics statuses

Resolution rate is not deflection rate

Where the product status and the bill can differ

How to check your own numbers

Related