> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usefini.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Introduction

> Build AI support agents with deterministic workflows, full observability, and the controls that regulated industries demand.

Fini (usefini.com) is a platform for building AI agents that handle customer support, reading conversations, answering from your knowledge base, running multi-step workflows, and escalating to a human only when they should. Fini agents work across chat, email and voice in 130+ languages, with a knowledge agent live on day 1, agentic workflows by day 14, and full autonomy by day 30.

What lets teams in regulated industries (fintech, banking, insurance, healthcare) put AI agents in front of real customers is the combination of fine-grained control over what the agent does and full visibility into what it did. The sections below break down how Fini delivers both.

## The architecture

```mermaid theme={null}
---
title: How Fini sits in your stack
---
flowchart LR
    subgraph KNOW["KNOWLEDGE SOURCES"]
        TICKETS["Past tickets"]
        HC["Help center"]
        DOCS["Internal docs<br/>Notion · Confluence · SharePoint"]
        API_IN["Custom APIs<br/>(your data)"]
    end

    FINI(("Fini<br/>AI agent layer"))

    subgraph DEPLOY["DEPLOYMENT SURFACES"]
        HELPDESK["External helpdesks<br/>Zendesk · Intercom · Front · HubSpot<br/>Salesforce · Gorgias · LiveChat · Freshdesk"]
        WIDGET["Chat widget<br/>web · authenticated app · mobile"]
        INTERNAL["Internal chat<br/>Slack · Discord"]
        HELPCENTER["Help center"]
        BROWSER["Chrome extension"]
        VOICE["Voice"]
        API_OUT["API<br/>(anywhere else)"]
    end

    HUMAN["Your human team<br/>(escalation backstop)"]

    TICKETS --> FINI
    HC --> FINI
    DOCS --> FINI
    API_IN --> FINI

    FINI --> HELPDESK
    FINI --> WIDGET
    FINI --> INTERNAL
    FINI --> HELPCENTER
    FINI --> BROWSER
    FINI --> VOICE
    FINI --> API_OUT

    HELPDESK -.->|"escalate"| HUMAN
    WIDGET -.->|"escalate"| HUMAN
    INTERNAL -.->|"escalate"| HUMAN
    VOICE -.->|"escalate"| HUMAN

    classDef source fill:#F7F7F7,color:#131415,stroke:#E8E8E8
    classDef agent fill:#131415,color:#FFFFFF,stroke:#131415,stroke-width:3px
    classDef surface fill:#FFFFFF,color:#131415,stroke:#131415
    classDef human fill:#C3EE5E,color:#131415,stroke:#131415,stroke-width:2px

    class TICKETS,HC,DOCS,API_IN source
    class FINI agent
    class HELPDESK,WIDGET,INTERNAL,HELPCENTER,BROWSER,VOICE,API_OUT surface
    class HUMAN human
```

Read the picture left to right. Knowledge flows in from any combination of sources. Fini holds that knowledge, applies your prompts and rules, and answers on whichever deployment surfaces you've connected. When the agent can't resolve a conversation, by policy, by confidence, or because the customer asked for a person, it escalates to your team with the trace and context already attached.

## What makes Fini different

If you've evaluated other AI support tools, five design choices are worth knowing about up front.

### Deterministic Rulebook execution

Most AI support products use the LLM to decide *what to do next*. Fini uses the LLM only inside behavior tree nodes, Check (intent matching), Reply (answer composition), Form (data collection), and uses a deterministic tree walker to decide which node runs when. The result: identical inputs produce identical execution paths. You can test a flow once and trust it to behave the same way in production.

See [Rulebook](https://docs.usefini.com/en/automations/rulebook.md) for the full execution model.

### Full observability per conversation

Every conversation Fini handles produces an AI Steps trace, an ordered log of every node that executed, what it received, what it returned, and what the agent did with it. There is no opaque "the AI decided to do X." If your agent gave a wrong answer, the trace tells you exactly which step produced it.

See [Inbox](https://docs.usefini.com/en/testing/inbox.md) and the [AI Steps trace](https://docs.usefini.com/en/automations/rulebook.md#observability-the-ai-steps-trace) for how this works in practice.

### Self-improving from every conversation

Fini watches the conversations its agents handle and proposes improvements automatically. It identifies **gaps in your knowledge base** (questions the agent couldn't answer), **conflicts between sources** (where two articles contradict each other), and **prompt-level issues** (intents where conversations consistently end in negative sentiment). Proposed updates show up in [Review](https://docs.usefini.com/en/knowledge/review.md), you approve or reject; nothing ships to production without a human in the loop.

### Reply guardrails

Configure per-agent [Guardrails](https://docs.usefini.com/en/configuration/guardrails.md) to check generated replies for banned terms, confidential attribute values, disallowed links, or custom criteria. Review hits and individual verdicts in Inbox; a hit can lead to a rewrite rather than an escalation, and check errors can leave the original reply unchanged. Use [Reply Behavior](https://docs.usefini.com/en/automations/reply-behavior.md) for separate routing controls such as internal notes or escalation on defined patterns.

### Controls built for regulated industries

Fini's customer base skews toward fintech, banking, insurance, and healthcare, industries where the cost of a wrong answer is high and the audit requirements are non-negotiable. That shapes the product:

* **Tags and Reply Behavior** let you say "never reply, only leave an internal note" for sensitive intents like account closure or chargebacks.
* **Test Suite** replays real conversations against your changes, including draft Behavior, rules, and articles, and evaluates the new replies against your criteria before you publish. External Actions use recorded or mock responses, so test runs don't call your live systems.
* **Compliance posture**: SOC 2 Type II, ISO 27001:2022, PCI DSS Level 1, HIPAA-compliant and BAA-eligible, GDPR, CCPA.

## How an agent works

Every agent in Fini has four aspects:

```mermaid theme={null}
graph LR
    A[Agent] --> K[Knowledge<br/>what it knows]
    A --> B[Behavior<br/>how it acts]
    A --> D[Deployment<br/>where it lives]
    A --> O[Observability<br/>how you watch it]
```

You configure each aspect independently, and they compose into one running agent. The five sections of the docs below map to these four aspects, plus the testing and analytics tools that make observability concrete.

> [card] [Knowledge](https://docs.usefini.com/en/knowledge/overview.md)
>
> What the agent knows. Connect your help center, upload files, link Notion or Google Drive, or write articles by hand. [Magic Articles](https://docs.usefini.com/en/knowledge/magic-articles.md) drafts new content from real conversations the agent couldn't answer.

> [card] [Configuration](https://docs.usefini.com/en/configuration/prompts.md)
>
> How the agent thinks. [Prompts](https://docs.usefini.com/en/configuration/prompts.md) shape tone and high-level guidelines. [Tags](https://docs.usefini.com/en/configuration/tags.md) classify every conversation. [Attributes](https://docs.usefini.com/en/api-reference/attributes.md) pull in customer context. [Actions](https://docs.usefini.com/en/api-reference/actions.md) let it call your APIs.

> [card] [Automations](https://docs.usefini.com/en/automations/rulebook.md)
>
> What the agent does. [Rulebook](https://docs.usefini.com/en/automations/rulebook.md) builds step-by-step workflows like cancellations or refunds as behavior trees. [Reply Behavior](https://docs.usefini.com/en/automations/reply-behavior.md) decides whether to reply, leave an internal note, or stay silent.

> [card] [Deploy](https://docs.usefini.com/en/deploy/overview.md)
>
> Where the agent shows up. Embed the widget on your site, connect a helpdesk like Zendesk or Intercom, or publish a hosted help center.

> [card] [Testing & Analytics](https://docs.usefini.com/en/testing/inbox.md)
>
> How you keep it sharp.  Audit real conversations in [Inbox](https://docs.usefini.com/en/testing/inbox.md), run regression checks in [Test Suite](https://docs.usefini.com/en/testing/test-suite.md), and track performance in [Analytics](https://docs.usefini.com/en/analytics.md).

You can run as many agents as you need. Each agent has its own knowledge, configuration, and deployments, so one workspace can power separate flows for support, sales, internal IT, or per-product teams.

## What a workflow looks like

Here's what a cancellation flow looks like as a behavior tree in Fini:

```text theme={null}
Steps
├── Check: intent is "cancel subscription"
├── Read: customer attributes (plan, status, billing date)
├── Check: plan is cancellable
├── Form: confirm reason for cancellation
├── Tool: call cancel-subscription API
└── Reply: confirm cancellation and next billing date
```

Each node is a small, well-defined primitive. The tree walker runs them in order, short-circuiting on the first failure. If the plan-is-cancellable Check fails, the customer is told why and the conversation is escalated. If the API Tool fails, the agent retries or escalates. Every step shows up in the AI Steps trace.

The full [Cancellation flow walkthrough](https://docs.usefini.com/en/walkthroughs/cancellation-flow.md) builds this end-to-end, wiring Knowledge, Attributes, Actions, Rulebook, and Reply Behavior together.

## Where to start

> [card] [What is Fini](https://docs.usefini.com/en/what-is-fini.md)
>
> New to Fini? The plain explanation of what it is, who it is for, where it runs, and what it is not.

> [card] [How Fini works](https://docs.usefini.com/en/how-fini-works.md)
>
> The lifecycle of one conversation, from Reply Rules and Planning to Guardrails, escalation, and the review loop.

> [card] [Quickstart](https://docs.usefini.com/en/quickstart.md)
>
> Get your first agent live in under 30 minutes. The shortest path from zero to a working deployment.

> [card] [Rollout timeline](https://docs.usefini.com/en/rollout-timeline.md)
>
> What is live on day 1, day 14, and day 30, and the product steps your team completes at each milestone.

> [card] [AI Agents](https://docs.usefini.com/en/configuration/agent-home.md)
>
> The home page in the dashboard. Create new agents, see active deployments, and pick which agent to configure.

> [card] [Cancellation flow walkthrough](https://docs.usefini.com/en/walkthroughs/cancellation-flow.md)
>
> A concrete end-to-end example that ties Knowledge, Attributes, Actions, Rulebook, and Reply Behavior together.

> [card] [Deploy options](https://docs.usefini.com/en/deploy/overview.md)
>
> Widget, helpdesk, or help center. Pick the surface that matches how your customers reach you today.

## How the docs are organized

| Section | What's in it |
| - | - |
| [Getting Started](https://docs.usefini.com/en/what-is-fini.md) | What is Fini, How Fini works, Quickstart, Rollout timeline, Supported languages, FAQ. |
| [Knowledge](https://docs.usefini.com/en/knowledge/overview.md) | Sources, articles, Magic Articles, review queue. |
| [AI Agents](https://docs.usefini.com/en/configuration/agent-home.md) | Creating agents, agent cards, the per-agent selector across the app. |
| [Configuration](https://docs.usefini.com/en/configuration/prompts.md) | Prompts, Tags, Attributes, Actions. |
| [Automations](https://docs.usefini.com/en/automations/rulebook.md) | Rulebook and Reply Behavior. |
| [Walkthroughs](https://docs.usefini.com/en/walkthroughs/cancellation-flow.md) | End-to-end recipes that wire several features together. |
| [Deploy](https://docs.usefini.com/en/deploy/overview.md) | Widget, help center, and helpdesk integrations (Zendesk, Intercom, HubSpot, Salesforce, Front, Gorgias, LiveChat, Slack). |
| [Testing](https://docs.usefini.com/en/testing/inbox.md) | Inbox, Test Suite. |
| [Analytics](https://docs.usefini.com/en/analytics.md) | Volume, deflection, CSAT, sentiment, escalations. |
| [Performance & accuracy](https://docs.usefini.com/en/performance/how-accuracy-is-measured.md) | How accuracy is measured, resolution vs deflection, and Analytics. |
| [Use cases](https://docs.usefini.com/en/use-cases/refunds.md) | Refunds, disputes, escalation and handoff, cancellations, KYC and account changes, and more. |
| [Trust & pricing](https://docs.usefini.com/en/security/overview.md) | Security and compliance, data handling, HIPAA, what counts as a resolution, and how pricing works. |

> [!TIP]
>
> If you're brand new, start with the [Quickstart](https://docs.usefini.com/en/quickstart.md). If you already have an agent up and want to deepen it, jump straight to the section you care about.


## Related topics

- [What is Fini](https://docs.usefini.com/en/what-is-fini.md)
- [Quickstart](https://docs.usefini.com/en/quickstart.md)


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