Fini Product Features
Feb 17, 2025
Zuzanna Ostrowska
IN this article
We're thrilled to announce the launch of Flows, a new feature in Fini designed to enhance your customer support experience. This feature allows structuring conversations into predefined, logical sequences that guide users through specific processes through micro-prompting and chaining multiple agents together. This ensures a smooth, intuitive user experience for most sensitive inquiries (refunds, cancellations, you name it). Think of this as mini agents specialized in specific tasks eg: you can create a highly specialized cancellation expert that will help you with retention, a payments expert that helps with chargebacks etc.
The Problem We're Solving
Creating a single agent to handle all customer support needs can lead to inaccuracies and inefficiencies. Flows address this issue by allowing you to create specialized mini-agents, each tailored to handle a specific type of inquiry. This specialization ensures that each agent is an expert in its field, providing precise and relevant assistance. Whether it's a dedicated agent for handling cancellations, processing payments, or managing other specific tasks, Flows make sure that every interaction is handled with the highest level of accuracy and expertise.
By breaking down complex customer support tasks into manageable, specialized flows, you can offer a more personalized and effective service. This not only improves the user experience but also enhances the overall efficiency of your support operations. With Flows, you can ensure that every customer query is addressed by the right expert, leading to better outcomes and higher satisfaction.
What are Flows?
Flows are like a map for your customers’ conversation. They break down complex tasks into simple, easy-to-follow steps.
Flows are designed to make customer support interactions smoother and more efficient. Essentially, Flows are like mini-agents that specialize in handling specific tasks, such as refunds, cancellations, and other sensitive issues. By structuring conversations into predefined, logical sequences, Flows guide users through processes step-by-step, ensuring that each inquiry is addressed accurately and efficiently.
This approach allows for micro-prompting and the chaining of multiple agents, creating a seamless experience for the user. Instead of relying on a single agent to handle all types of inquiries, which can lead to inaccuracies and inefficiencies, Flows enable the creation of specialized agents—like a cancellation expert for retention issues or a payments expert for chargebacks. This specialization ensures that each type of query is managed by an expert, providing precise and relevant assistance.
By breaking down complex customer support tasks into manageable segments, Flows not only enhance the quality of service but also improve the overall efficiency of support operations. This leads to a more personalized and effective service experience, ensuring that every customer receives the appropriate level of support and expertise.
Why Flows?
More Accurate Responses with Mini-Agents
Flows leverage specialized mini-agents, each focused on specific tasks, such as cancellations or payments. This specialization ensures that the right expertise is applied to each query, significantly reducing the chance of mistakes and leading to more accurate and reliable answers every time.
Faster Assistance
By breaking down complex queries into smaller, manageable prompts, Flows streamline the process of finding the right answers. This approach prevents information overload for the AI, allowing for quicker and more efficient responses to customer inquiries.
Flexible Solution
No matter the complexity of your customers' questions, Flows can handle it. We can collaborate to design specific pathways tailored to different needs, making Flows an invaluable tool for a wide variety of situations.
Enhanced Customer Experience
Flows are designed to make your customers' interactions with Fini smoother and more straightforward. By organizing processes into easy-to-follow steps and integrating all necessary components seamlessly, Flows ensure that users receive fast, accurate, and user-friendly assistance. Whether they're requesting a refund, canceling a service, or dealing with other inquiries, Flows guide them through the process efficiently and effectively, significantly enhancing their overall support experience.
Understanding Flows
What are Flows in Fini AI?
Flows are structured, step-by-step conversation paths powered by specialized mini-agents. Each Flow handles a specific type of customer query, like cancellations or refunds, using micro-prompting and logic to ensure accurate and smooth resolution.How do Flows differ from using a single AI agent?
A single AI agent tries to be a generalist, which often leads to inaccuracies. Flows divide responsibilities across focused mini-agents, allowing each to become an expert in one task—leading to higher precision and faster resolutions.Why are Flows better for complex tasks?
Flows break down complex support requests into manageable steps, ensuring clarity and consistency throughout the interaction. This is especially helpful for multi-step processes like handling chargebacks or onboarding new users.Can Flows operate across multiple channels?
Yes, Flows work across all channels where Fini is deployed—such as Zendesk, Slack, Intercom, APIs, and more—maintaining continuity and logic regardless of where the conversation starts.Are Flows static or do they adapt over time?
Flows are adaptable. They can be continuously refined based on performance metrics, user feedback, and updated business logic to stay aligned with customer needs and company processes.
Use Cases
What kinds of issues can Flows solve?
Flows are ideal for resolving repeatable, structured problems like subscription cancellations, refunds, password resets, order tracking, loyalty redemptions, and eligibility checks.Can I create a Flow for refund processing?
Yes, you can design a Flow specifically for refund requests that validates eligibility, fetches transaction data via API, and executes the refund with clear customer communication.How can Flows improve retention?
A Flow dedicated to cancellations can prompt retention offers, ask for cancellation reasons, and route high-value users to human agents—reducing churn while offering a smooth experience.Can I use Flows for account updates or profile changes?
Absolutely. Flows can securely guide users through identity verification steps and make backend updates through integrated APIs.Can I build onboarding Flows for new customers?
Yes, Flows are ideal for onboarding. You can build step-by-step welcome sequences that guide users through account setup, product configuration, and FAQs.
Technical Functionality
Do Flows support conditional logic?
Yes, Flows can include if-else branches, allowing the AI to take different actions based on user input or retrieved data, enabling complex personalization.Can I chain multiple Flows together?
Yes, Flows support chaining, where one Flow can trigger another. This helps when tasks are interdependent, like account verification followed by plan upgrades.Are Flows compatible with APIs and internal databases?
Flows can call APIs, fetch or post data, and use that data to dynamically shape the conversation. This allows actions like checking order status or pulling account details in real time.Is it possible to log Flow actions for analytics?
Yes, every step of a Flow can be logged and analyzed. You can review completions, drop-offs, success rates, and agent confidence to refine future interactions.How do Flows handle unexpected user inputs?
Flows have fallback handlers. If a user goes off-path, the mini-agent can redirect, clarify, or escalate to a human, ensuring the experience never breaks.
Customization & Control
How customizable are Flows?
You can customize prompts, logic, tone, guardrails, and integrations per Flow. Each mini-agent operates under specific rules that you define for full control.Can I configure Flows without writing code?
Yes, Fini supports zero-code configuration. You can use drag-and-drop builders and natural language prompts to define Flow behavior and branching logic.Can I preview and test a Flow before deploying it?
Absolutely. You can test Flows in a sandbox environment to simulate user journeys and refine messaging before going live.Can I configure guardrails in Flows to avoid errors?
Yes, each Flow can include strict validation, source-controlled logic, and fallback routes to prevent hallucinations and misinformation.How do I manage multiple Flows?
You can manage all Flows from a central dashboard, organize them by use case, view performance, and enable or disable them as needed.
Performance & Optimization
How do Flows improve response accuracy?
Mini-agents in Flows handle narrowly defined tasks, reducing ambiguity and confusion. This leads to significantly higher accuracy compared to a one-size-fits-all agent.Do Flows reduce average handling time (AHT)?
Yes, Flows guide users through resolutions efficiently, often resolving issues in under a minute without needing human intervention.How do Flows impact first contact resolution (FCR)?
With accurate routing and structured responses, Flows ensure more tickets are resolved on the first try, boosting FCR and CSAT scores.Can I view analytics per Flow?
Yes, Fini provides detailed analytics for each Flow, including usage rates, success metrics, abandonment points, and customer satisfaction.Can Flows trigger follow-up actions or tickets?
Yes, based on Flow completion or failure, you can trigger ticket creation, customer notifications, or internal workflows automatically.
Integration & Security
Are Flows available across all integrations supported by Fini?
Yes, whether you're using Zendesk, Slack, Intercom, or standalone widgets, Flows are supported seamlessly across all platforms.Can Flows pull real-time data from external systems?
Yes, Flows can integrate with any API to pull live data, such as order status or billing history, enhancing personalization and accuracy.Is there role-based access to edit Flows?
Yes, only authorized users can view or edit Flows. Fini supports role-based permissions to control who can make changes.How does Fini ensure data privacy in Flows?
Fini encrypts all data in transit and at rest, redacts PII via its privacy shield, and complies with SOC2, ISO 27001, and GDPR standards.Can Flows interact with authenticated user sessions?
Yes, Flows can verify sessions via token-based authentication and respond differently based on logged-in user roles or permissions.
Deployment & Support
How long does it take to implement Flows?
Most customers can implement basic Flows in under a day. With Fini's white glove onboarding, even complex Flows can be set up within a week.Can I use Flows during pilot or trial phases?
Yes, Flows are available to trial customers and can be fully configured and tested during onboarding or proof-of-concept stages.What kind of support does Fini offer for Flow creation?
Fini provides dedicated onboarding engineers, 24/7 Slack support, and co-creation of key Flows to ensure successful implementation.Can I A/B test different Flows?
Yes, you can run A/B tests to compare different versions of a Flow or different messaging paths to optimize performance.Can Flows escalate to human agents when needed?
Yes, if a Flow reaches a boundary (e.g., low confidence or high priority request), it can hand off the conversation to a human seamlessly.
Strategy & Best Practices
How many Flows should I start with?
Start with 3–5 high-impact Flows like cancellations, refunds, and account changes. Gradually add more based on support volume and user feedback.What’s the best way to design a Flow?
Start by mapping the user’s goal, identify decision points, and define mini-agent responsibilities. Keep each step clear, narrow, and goal-driven.Can Flows be multilingual?
Yes, Flows can operate in multiple languages. Fini supports real-time translation and intent detection across global markets.How do I decide when to use a Flow versus a single agent?
Use Flows for structured, multi-step or high-risk processes. Use general AI agents for open-ended queries or broad-topic handling.How do Flows contribute to customer satisfaction?
By delivering faster, more accurate, and more personalized support experiences, Flows reduce frustration, increase resolution rates, and drive higher CSAT and NPS scores.
AI Customer Success Manager
