Fini on voice

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. Voice runs in real time, with under 100 ms latency (as stated on usefini.com). Calls are transcribed, the agent reasons over your knowledge and rules like on any other surface, and it escalates to your team when needed, as a live transfer to a phone queue or as a ticket. 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

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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.

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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.

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Test in the browser

When browser testing is available and the voice agent is enabled: 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. You have three ways to bring calls to the agent:

• Port an existing number, so customers keep calling the support number they already know.
• Forward calls from your current phone system to the agent.
• Connect over SIP, if your contact center platform routes calls that way.

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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, the same way escalation works on every other surface. On a call, escalation can be a live transfer to your human phone queue or a ticket, and in both cases the transcript is handed over so the person who picks it up doesn’t start from zero. The escalation topics you set in Controlling when the agent escalates are part of the agent’s behavior on voice too.

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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, if the conversation is eligible, turn it into a Test Suite test case with criteria for the expected behavior. Calls are transcribed, and transcripts follow the retention period you set for your workspace; deleting data removes it. Don’t ask callers for full card numbers, CVVs or health details the call doesn’t need, and route card actions through your payment provider with Actions. See Data handling.

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Languages, latency, and billing on voice

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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. 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

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