A Resolution is now just one specific type of successful Outcome Fin delivers. While a Resolution occurs when Fin answers a question directly, an Outcome is a broader term that includes both those answers and successful Procedure handoffs.

These are two separate systems, and only one triggers billing:

Workflows with Fin blocks (NOT billable):

In a standard Workflow, you can add a "Let Fin handle" or "Let Fin answer" block. If Fin can't resolve the customer's question, the conversation follows your designated escalation path (e.g., "Assign to Support Team"). This is a non-billable escalation because Fin is using its default behavior, it simply couldn't help.

Procedures with configured handoffs (IS billable):

A Fin Procedure is a multi-step process you design to handle specific scenarios. If you configure a Procedure to include a @handoff step (e.g., "@handoff to billing team"), that handoff is a billable Procedure Handoff ($0.99) because Fin successfully executed the exact outcome you designed.

The key difference:

A Procedure handoff is a billable Outcome that is counted when Fin follows a Procedure’s configured handoff during a conversation, such as handing off to a workflow, team, or teammate using @handoff.

Yes, a successful handoff triggered from a Task is considered a Procedure handoff. Since Fin followed your instructions and executed your chosen outcome, it is counted as a successful, billable Outcome.

No. If a Procedure fails at any step or cannot finish, you will not be charged as it does not count as an outcome and is not billable. Similarly, if a customer asks for a human agent and Fin stops, you are not charged in that case either.

No. If Fin is already part of your contract, you can begin using Procedures (subject to access in Managed Availability) without a new contract.

The only thing you’ll notice is updated wording. If you’re only using Fin to answer customer questions (and not using the Procedures/Tasks), then the switch to Outcomes is purely cosmetic in terms of billing. You’ll still pay $0.99 for each conversation Fin resolves, exactly as before. The product will simply say “Fin Outcomes” instead of “Fin Resolutions.”

No, if the customer explicitly asks for a human at any point, you will not be billed, this does not count as a resolution or Procedure handoff.

Yes, assumed resolutions are still billable after March 12, 2026. The move from Resolutions to Outcomes does not change how assumed resolutions are billed.

Both confirmed resolutions (where the customer explicitly confirms Fin helped) and assumed resolutions (where the customer doesn't ask for more help after Fin's answer) remain billable at $0.99 each. They are both counted as successful "Resolution" outcomes—Fin successfully resolved the customer's issue regardless of whether they explicitly confirmed it.

What hasn't changed: If a customer receives an answer from Fin and doesn't ask for additional help, this is still treated as a successful resolution and is billed.

What IS non-billable: If a customer explicitly asks to speak with a human at any point in the conversation, you will not be charged—this has always been the case and remains true under Outcomes.

If a customer abandons the conversation after a Procedure is complete, it is considered an Assumed Resolution and is a billable outcome. Since Fin AI Agent successfully reached the end of the designed steps and the customer did not require further assistance, it counts as a successful $0.99 Outcome.

No, you cannot be charged for more than one Outcome in a single conversation. You are only ever charged once per conversation.

Yes, a handoff triggered by Custom guidance within a specific Procedure is billable. Because you have provided unique instructions in the Custom guidance text box to tell Fin exactly how to handle that specific task, the resulting handoff is considered a successful execution of your support policy and is billed as a Procedure Handoff.

No, workspace-level escalation rules are not billable. When Fin AI Agent escalates based on global instructions set at the workspace level (under Train > Escalations), it is treated as a safety net to ensure your customers are always supported, and therefore, it is categorized as a non-billable Escalation.

The difference between a Procedure Handoff and a Fin workflow fallback is the level of intentional design. A Procedure Handoff is billable because it is a step you specifically designed to handle a task. A Workflow Fallback (such as routing to a human or creating a ticket) is a non-billable Escalation because it serves as a safety net for when Fin does not have a specific answer.

A Fin Voice Outcome is counted when a person asks a question and receives at least one answer from Fin (based on your knowledge base content) during a phone call, and the call then ends.

An Outcome will be counted when Fin successfully completes the action it was configured to perform, as part of a conversation.

Currently, Fin delivers the following outcomes:

In a standard workflow after the Let Fin handle or the Let Fin answer block, Fin will hand over if it's unable to resolve the customer's question, a customer asks for human support, or an escalation rule or guidance applies. This is not a billable Outcome. The image below is a workflow with the Let Fin handle or the Let Fin answer block.

No, a handoff that occurs via a standard workflow, workspace-level escalation rule, or workspace level guidance is considered a non-billable escalation. This happens when Fin is unable to resolve a question, a customer asks for human support, or a "safety net" rule is triggered. In contrast, a handoff is only billable as a Procedure Handoff if it is a specific step you intentionally designed and configured within a Procedure using @handoff or custom procedure-specific guidance.