It's a fair question, and we want to give you a straight answer.
When you open the support messenger, you'll first be greeted by Fini — our AI assistant, powered by Intercom. Fini is trained on our Help Centre content and is genuinely capable of resolving many common queries instantly, without you needing to wait for a member of our team.
What Fini can do
Fini can answer how-to questions, walk you through processes, point you to the right Help Centre articles, and handle a wide range of general queries about Finity Pay and Finity Bill. For straightforward questions, Fini will often get you to an answer faster than waiting for a human response.
What Fini can't do — and what happens next
Fini has clear limits. It won't attempt to troubleshoot complex issues, make changes to your account, or handle anything that requires human judgement. If Fini can't confidently resolve your query, it will tell you — and hand you straight over to our Customer Success team.
At that point, you'll be asked to submit a short support request form, and a member of our team will pick it up and respond directly within the same conversation.
There will always be a human available
Fini is the first step in our support process — not the whole of it. Our Customer Success team is involved in every ticket that Fini can't resolve, and we'll always be on hand for anything that needs a real person.
We've introduced Fini because it genuinely helps — both in getting you faster answers and in freeing our team up to focus on the queries that really need their attention. But it will never replace the personal support we're committed to providing.
If you ever want to skip straight to raising a ticket with our team, you can do so directly through the messenger. We're always happy to help.