Conversational Flows

1. What are Conversational Flows with User Attributes in Fini?
Conversational Flows with User Attributes allow Fini to dynamically tailor support interactions based on specific user details, such as plan type, churn risk, or location. This enables the AI agent to provide more personalized and relevant responses for each customer scenario, improving satisfaction and efficiency.

2. How does Fini use user attributes in conversations?
Fini leverages user-specific metadata to guide flow paths. For example, a user flagged as high-churn might receive empathetic retention messages, while a VIP customer may be fast-tracked to human support. These flows are fully configurable and no-code.

3. Can I define custom user attributes for flow personalization?
Yes, Fini supports the ingestion of custom user attributes from your CRM or backend systems. You can define any metadata—like subscription tier or purchase history—and use it to influence how the AI replies.

4. How do Conversational Flows impact support outcomes?
By responding differently based on user attributes, Fini reduces irrelevant replies, increases customer satisfaction, and boosts conversion. Customers feel heard, and businesses experience better engagement and reduced churn.

5. What are some real-world examples of personalized flows using Fini?
An e-commerce brand might show refund options only to customers with valid return windows, while a fintech could skip KYC reminders for already-verified users. These context-aware responses cut down resolution time significantly.

Integrations v2 and Deployment Enhancements

6. What’s new in Fini’s Integrations v2 update?
Fini's Integrations v2 introduces multi-widget deployment, preview capabilities, enhanced categorization controls, and more granular escalation logic—giving teams full control over how and where Fini AI agents are deployed.

7. Can I deploy multiple Fini widgets now?
Yes, with Integrations v2, you can launch multiple widgets across your website or products, each tailored for a specific function or audience. This enables more granular control and better user experiences across support channels.

8. What is the benefit of widget previewing?
Widget previews allow you to test and customize how the AI widget will appear and behave on your site before pushing it live. This prevents surprises and streamlines configuration for brand-aligned experiences.

9. How does improved categorization work in Zendesk or HubSpot integration?
You can now choose to overwrite or append categories on incoming tickets, allowing cleaner reporting. Overwrite creates a single clean tag, while append keeps a full history of associated issues.

10. What new options exist for handling escalations?
Fini now lets you define what happens post-escalation: should the AI agent stop replying, continue to engage, or show a static acknowledgment message? This flexibility ensures better user experience and internal coordination.

AI Configuration and Tone Control

11. What is chat injection in Fini’s roadmap?
Chat injection allows teams to adjust tone, language, and response formatting based on the channel. For example, email replies can be formal and include a signature, while live chat responses stay informal and fast-paced.

12. Can I customize Fini’s responses by channel (chat vs. email)?
Yes, with chat injection (coming soon), you'll be able to configure tone, formatting, and follow-ups differently depending on whether the support channel is synchronous (chat) or asynchronous (email).

13. How do these tone settings improve the customer experience?
By aligning tone with context, Fini avoids robotic or inappropriate responses, leading to improved CSAT and a more human-like support experience that reflects your brand values.

14. Will chat injection be configurable via the Fini dashboard?
Yes, once launched, you’ll be able to set these tone rules directly from the setup interface, no engineering required. Best practices and templates will also be provided.

15. How does this feature help global or multi-brand teams?
Different brands or markets often require unique tones. Fini's channel-aware chat injection lets teams scale with confidence, maintaining brand voice across geographies and verticals.

Upcoming Features

16. What is the Fini Search Bar and how will it work?
The upcoming Search Bar allows customers to ask questions directly from help centers or websites and get AI-generated answers without raising a support ticket. It’s deployable in under two minutes with no code.

17. Where can the Fini Search Bar be placed?
It can be embedded in product dashboards, websites, or knowledge bases—anywhere users may need quick answers. This helps with deflection and improves user independence.

18. How is Fini’s Search Bar different from traditional search?
Instead of keyword-based results, Fini interprets the intent behind the query and provides a clear, conversational answer along with supporting references—creating a more intuitive help experience.

19. Will the search bar support follow-up questions?
Yes, users can ask follow-ups in natural language, creating a continuous support flow that mimics human conversation and reduces friction.

20. How can this improve self-service metrics?
Fini’s Search Bar dramatically increases resolution without agent involvement by enabling fast, accurate answers before a ticket is even created—boosting deflection rates and lowering support costs.

Knowledge Management

21. What improvements are coming for Knowledge Items?
Fini plans to introduce smarter organization, dynamic tagging, and contextual instruction support for each item. This will make the AI more accurate in specific situations like refunds, cancellations, or onboarding.

22. Will I be able to define custom instructions for each knowledge item?
Yes, soon you’ll be able to set tone, phrasing, and escalation logic for each knowledge item. This means the same AI agent can act more empathetically for refunds and more assertively for compliance-related queries.

23. How does this benefit teams with diverse support topics?
Instead of a one-size-fits-all tone, your AI agent can adapt its language to match the content type, customer profile, and issue sensitivity—improving clarity, consistency, and satisfaction.

24. Will knowledge item updates reflect in real time?
Yes, once you update or add a new item, Fini immediately uses it to answer relevant queries—ensuring your AI remains accurate and up-to-date.

25. What’s the expected impact on AI resolution rate?
Smarter and better-instructed knowledge items mean more accurate answers, fewer fallbacks, and less need for human intervention—ultimately driving up resolution rates.

Use Cases and Customer Success

26. How are teams using Fini’s personalized flows today?
E-commerce teams use it for post-purchase flows based on order status, fintechs for account verification responses, and SaaS companies for onboarding logic tied to user tier—all enabled without code.

27. What kind of improvement can companies expect from these updates?
Customers like Qogita and Column Tax have seen up to 88% end-to-end resolution by Fini, 90%+ accuracy on AI replies, and over 100% improvement in SLA adherence within weeks of going live.

28. How quickly can these features be set up?
Most features, like widget deployment, flow customization, and fallback logic, can be configured in minutes from Fini’s no-code dashboard. Enterprise teams can launch within 1–2 weeks.

29. Can fallback logic improve trust and reduce drop-offs?
Yes, by setting appropriate fallbacks for missing data (like a friendly message when an order ID is unavailable), you ensure the AI doesn’t go silent or respond inaccurately—reducing friction.

30. Do these updates help in handling edge cases better?
Absolutely. Between personalized flows, chat injection, and fallback logic, Fini is better equipped to handle non-standard or sensitive cases in a scalable and brand-aligned way.

Technical and Operational Impact

31. Are all these features available with existing integrations?
Yes, most new features are compatible with Fini’s current integrations across Zendesk, Intercom, Front, and HubSpot. Teams can leverage them without changing existing workflows.

32. What’s the impact on agent workload?
These updates reduce agent involvement by handling more queries autonomously, improving categorization for routing, and minimizing tool-switching—freeing up agents for high-value tasks.

33. Can I track the performance of these flows and widgets?
Yes, Fini’s analytics suite lets you track AI resolution rate, fallback frequency, message quality, and category-level performance—helping teams optimize continuously.

34. How do these features help in training new support hires?
By embedding standardized, AI-powered responses and flows, Fini ensures consistent support quality. New agents can also learn from AI replies and reduce ramp-up time.

35. Do these updates impact Fini’s compliance or security posture?
No, all updates adhere to Fini’s enterprise-grade security and privacy standards, with strict PII protection and role-based access controls built in.

Strategy and Future Vision

36. How does this update reflect Fini’s product strategy?
The August update shows Fini’s commitment to deeply personalized, no-code, AI-first support experiences that scale with your business—bringing CX and ops together under one intelligent layer.

37. How do these features support multi-brand operations?
Teams supporting multiple brands or markets can now configure different flows, widgets, tones, and categories per deployment—ensuring each experience feels native and intentional.

38. Is this part of a broader AI evolution in customer support?
Yes, Fini is pioneering a shift from reactive ticket handling to proactive, agentic AI systems that integrate seamlessly with business logic, handle actions, and drive growth.

39. What’s the next big feature coming from Fini?
Following this release, you can expect Fini’s Search Bar, Chat Injection, Prompt Builder, and Conversational Flows v3—aimed at even more action-taking capabilities like updating account info or issuing refunds.

40. Where can I learn more or get started with these updates?
You can log in to Fini, check out the Fini documentation, or book a demo with the team to explore how these updates can be tailored to your use case.