Fin outcome definition

How the published rule works

What triggers a charge

Counted when the customer confirms the answer, or leaves without asking for more help after Fin's last answer.

the customer either confirms the answer was satisfactory (confirmed resolution), or exits the conversation without requesting further assistance (assumed resolution)

Source

Who decides

The customer's reply, or the customer's silence, read under the vendor's rule. We did not find how a reply is classified as affirmative in the reviewed sources.

Entering an affirmative response such as 'Ok thanks', 'That helped' etc.

Source

Does silence count

Silence counts. 24 hours without a reply after the last answer is an assumed resolution, billed at the same price as a confirmed one.

If a customer disengages from the conversation for 24 hours after Fin's last answer, it is considered an assumed resolution.

Source

When the conversation ends

One window: 24 hours after the last answer. We did not find a window per channel in the reviewed sources.

If a customer disengages from the conversation for 24 hours after Fin's last answer, it is considered an assumed resolution.

Source

If the customer comes back

If the customer returns to the same conversation for more help, the resolution is deducted, even in a later billing period.

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.

Source

Can a counted unit be reversed

Not found in the sources we reviewed on 2026-09-19.

Allowance and expiry

We found no allowance. Outcomes are billed on the usual billing date, at most one per conversation.

Fin outcomes are billed on your usual billing date.

Source

How to dispute a count

Not found in the sources we reviewed on 2026-09-19.

What a buyer can check

• Fin AI Agent resolution state (report filter)

  Confirmed resolved, Assumed resolved, Escalated

  The most recent resolution state for the conversation.

  Source

• Conversation model, API version 2.11 and later

  resolution state, source, customer rating, content sources

  Fin AI Agent metadata is also available through the Conversation model in version 2.11 of the API and all future versions.

  Source

Documented edge cases

• A teammate joins after Fin answered, and the customer had not asked for more help: counted and charged.

  If the customer has already received an answer from Fin and they haven't explicitly asked to get additional help or speak to a person, the conversation is considered 'resolved' and you would be charged for this.

  Source

• Fin's last message was a clarifying question and the customer did not reply: not billable.

  Because Fin's last message was a question rather than an answer, no resolution state is recorded and this is not a billable outcome.

  Source

• The customer asks for a person at any point, or a Procedure fails: not an outcome.

  If a customer explicitly asks to speak with a human agent at any point, or if a Fin Procedure fails to complete for any reason, it does not count as an outcome

  Source

• At most one charge per conversation.

  You're only charged for one outcome per conversation, even if Fin takes multiple actions.

  Source