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Fin AI Agent resolutions

What Fin AI Agent resolutions are and how they will be measured and charged.

Updated over 2 weeks ago

Whenever Fin provides a satisfactory answer, this is considered a resolution. We’ll go into what this means and how it’s measured below.

Price per resolution

Fin AI Agent is priced at $0.99 per resolution (United States Dollars), which is billed separately from your monthly subscription of $49, and only after your 50 included monthly resolutions have been used up.

This ensures that you only pay when Fin does what you care about most; resolving a customer’s question.

You can also set usage reminders and hard limits to ensure you’re happy with how many resolutions Fin is able to provide.

Note: If you do not use your 50 monthly resolutions, these will not be carried over and will be lost.

Resolution definition

A resolution is counted when, following Fin’s last answer in a conversation, the customer confirms the answer provided is satisfactory (hard resolution) or exits the conversation without requesting further assistance (soft resolution).

Customers can confirm an answer is satisfactory by:

  • Pressing the That helped 👍 quick reply.

  • Entering an affirmative response such as 'Yes', 'Sure' etc.

Customers can request further assistance by:

  • Pressing the Get more help quick reply.

  • Entering a response that suggests their query is unresolved.

  • This includes asking clarifying questions or asking to speak to human support.

You'll only be charged once per conversation, even if Fin resolves multiple questions.

Note:

  • A resolution is only counted when Fin provides an actual answer to a

    customer's query. If Fin merely responds to a greeting, this is not considered an answer and doesn't count towards a resolution.

  • If a conversation is considered resolved (confirmed or assumed), but the customer later returns to the same conversation seeking further assistance - even across billing periods - that resolution will be deducted and not charged.

Billing for resolutions

Fin resolutions are billed on your usual billing date. We count a resolution when a conversation reaches either a 'assumed resolution' or 'confirmed resolution' state.

We've made improvements to how resolution data is shown on your invoice:

  • With our new system, we include all conversations that start at any point during your billing period—from the very first day to the very last. Your billing now perfectly aligns with your actual usage during the period, with resolution figures on your Subscription page and invoice updated within minutes of Intercom reporting.

  • If you're still on our previous system, we only include conversations that started within your billing period up to one day before the period ends. This means resolutions on your invoice may be up to 48 hours behind Intercom reporting, with any delayed resolutions appearing on your next invoice.

  • Check the tooltip for Resolutions on your Subscription Usage page - if you see the message "Note that this figure may be up to 24 hours old relative to your in-product reporting," you're on the previous system. If you don't see this message, you're already using our improved billing system.

We're gradually rolling out these changes to all customers by May 5, 2025 to ensure your billing perfectly aligns with your actual usage during the billing period, providing you with real-time, accurate resolution information right up until your invoice is created.

FAQs

Can there be multiple resolutions in a conversation?

You will only be charged for one resolution per conversation during a billing period, even if Fin AI Agent resolves multiple queries in that conversation.

What happens if a teammate joins the conversation?

When a teammate joins a conversation where Fin AI Agent is involved:

  • If the customer has already received an answer from Fin and they haven't explicitly asked to 'Get more help' or speak to your team, the conversation is considered 'resolved' and you would be charged for this.

  • If the customer has asked to 'Get more help' or speak to your team, the conversation is considered 'unresolved' and you would not be charged for this.

  • In cases where Fin provides an AI answer, customer asks a follow up question and before Fin can answer again teammate joins the conversation and answers, this will still be considered a resolution.

How do I turn Fin AI Agent off?

To turn Fin AI Agent off and avoid any charges, simply remove Fin from any live Workflows. This will stop Fin from replying to your customers and resulting in Fin AI Agent resolutions.

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