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Fin AI Agent usage notifications
To help you control your Fin AI Agent spend, you can set up an email reminder and get notified when your workspace exceeds a certain number of resolutions.
When the number of resolutions being used by your workspace exceeds the threshold you’ve set, your billing contacts will be notified with a reminder email.
Setting and receiving this notification won't stop Fin AI Agent from working. You can take proactive measures such as setting hard usage limits to turn Fin off entirely, or only enabling it for a subset of your customer support queries.
How to configure Fin AI Agent usage notifications
Click on your avatar in the bottom left to open the menu, then go to Billing > Manage Fin usage and select Usage notifications.
You can also view your approximate Fin AI Agent resolutions usage this period.
To set the reminder, toggle on Set usage reminder for this workspace and enter the number of resolutions at which you’d like to notify your billing contacts. Then click Save to save the changes.
The price shown next to the number of resolutions indicates the amount you’ll pay when you reach that set number of resolutions. If you have a contracted number of resolutions, it will show the additional cost above your contracted amount.
Note:
Reminder emails can take approximately 1 hour to be sent after the limit has been hit.
If the threshold you set is lower than your current usage in the billing period, the change will take effect starting from your next billing period.
If you change the threshold during your billing period, your billing contacts will be notified again if the usage exceeds your new threshold.
The number of resolutions can decrease due to conversations becoming unresolved. As a result, by the time you log into your workspace, your Fin AI Agent usage could be below the set threshold once again. In this case, your billing contacts won’t receive a new reminder during the same billing period.
If you have a contracted number of resolutions and multiple workspaces, you’ll need to configure the reminder for each workspace keeping in mind that the number of resolutions included in your subscription is shared among all your workspaces.
The metrics and prices displayed on this page are approximate and may differ from what appears on your invoice and Subscription page.
Set hard limits for Fin AI Agent
You can also set a hard limit on your Fin AI Agent spend. Once this limit is reached, Fin AI Agent will be disabled for any new and existing conversations for the remainder of that billing cycle.
If you have configured any handover steps, they'll continue to run allowing you to still control the flow of your conversations.
This feature exists in conjunction with the Fin AI Agent usage notifications feature above, which can be used to stay informed about your Fin usage, without taking any action to disable Fin answers.
How to configure Fin AI Agent usage limits
Click on your avatar in the bottom left to open the menu, then go to Billing > Manage Fin usage and select Usage limits.
To set the usage limit, toggle on Set a usage limit for this workspace and enter the number of resolutions at which you’d like to set a hard limit. Then click Save to save the changes.
Once the limit has been hit, for any new conversations that are started, the conversation will immediately jump to the handover steps that were configured in your workflow.
Any conversations that were already in progress when the limit was hit would also immediately jump to the handover the next time the customer interacts with it.
You’ll receive an email notification as well as be notified in-app when a limit has been reached.
Note:
We cannot guarantee the limit will be 100% accurate. Due to the nature of resolutions and how we calculate them, the state of conversations can change over time. Therefore we cannot guarantee that Fin AI Agent answers will be stopped at that exact limit and the final number of resolutions can and will be higher/lower.
There can be up to a 1 hour delay before we recognize that the limit has been hit. This is due to the fact that the system checks the numbers periodically every hour.
So if you hit the limit at 9.58AM, we’ll disable Fin AI Agent answers at 10.00AM (2 mins later), but equally if you hit the limit at 9.02AM, you’ll still only see Fin answers disabled at 10.00AM (58 minutes later)
Limits can only be applied at the workspace level. So if you have multiple workspaces under an account, you will not be able to set a singular limit across all their workspaces, but you can still set individual limits per workspace.
FAQs
What happens if I set my limit below my contracted amount?
What happens if I set my limit below my contracted amount?
There are no validations here against contracted resolutions and the system will obey whatever limit is set in-app. If it’s lower than your contracted amount you will still be billed for your contracted amount.
What happens if I increase the limit before it’s hit?
What happens if I increase the limit before it’s hit?
It's possible to amend the limit before it’s reached and if so, the new limit will take immediate effect.
What happens if I change my limit to be lower than my current usage?
What happens if I change my limit to be lower than my current usage?
If you enter a limit that is lower than your current usage, then Fin AI Agent answers will be disabled immediately.
What happens if I increase the limit after it’s already been hit?
What happens if I increase the limit after it’s already been hit?
The new limit would kick into effect immediately, re-enabling Fin AI Agent answers, meaning it will be possible to set increasing limits within the same billing period.
What happens if the limit is hit, but then due to changes in resolution states, the count actually lowers again to be below the limit?
What happens if the limit is hit, but then due to changes in resolution states, the count actually lowers again to be below the limit?
This is checked hourly and if it has fallen below the configured limit, Fin AI Agent answers will be re-enabled again.
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