The Pro add-on enables you to see and continuously improve 100% of your customer conversations, so you can scale Fin with confidence. Get a clear picture of 100% of your customer conversations. Check if quality meets your standards and get prioritized fixes to keep improving the experience your team delivers.

The Pro add-on is priced on conversation volume (not seats or outcomes), so you can give your whole team access without per-user costs.

The Pro add-on bundles the following features:

CX Score uses AI to rate every conversation, and explain why a conversation was positive or negative providing significantly more coverage than traditional Customer Satisfaction (CSAT) surveys. Reporting metrics that use CX Score also require the Pro add-on.

Topics Explorer groups conversations into topics and subtopics automatically so you can see what customers are contacting you about and how those conversations perform.

The weekly Trends report scans your topics to find the largest shifts in volume and explains the cause in plain language.

Recommendations helps you identify where Fin is struggling, investigate unresolved conversations, and prioritize improvements based on volume and impact.

It can also generate AI-powered content recommendations to help improve Fin’s answers. You can review, edit, and approve recommendations before they go live.

Real-time incident detection monitors your incoming support conversations and automatically surfaces emerging incidents before they escalate. It continuously watches volume across topics, identifies meaningful spikes, and creates an Incident with an AI-generated summary of what customers are experiencing — with no setup or predefined conditions required. You can configure Slack, email, or webhook alerts so your team is notified the moment an incident is detected.

Monitors define which conversations get reviewed — and why. Use Monitors to run routine quality assurance (QA) across a baseline sample, keep continuous watch on high-risk issues, or dig into a specific theme or event as it happens. Whether you're reviewing Fin or human agent conversations, Monitors surface the right ones automatically so nothing slips through at scale.

A Custom Scorecard lets you define exactly what a great conversation looks like for your team. Instead of relying on gut feeling or inconsistent spot-checks, you set the specific criteria you care about — like tone, accuracy, or policy adherence — and each conversation is evaluated against them.

Operator is your AI agent for support work — it analyzes your support data, helps you debug and test Fin, authors and edits procedures, and improves your content and guidance. It's included with Pro and comes with a monthly credit allowance. Usage above your monthly inclusion is charged at $0.01 per credit and billed as a separate line item on your invoice.

The Pro add-on is billed based on conversations with customers. Each conversation is counted once.

When a conversation is counted depends on the channel:

Pro keeps pricing simple: $0.20 per conversation, with a 500-conversation minimum to use Pro. There's no seat costs and no hidden fees — just pay for the conversations you have.

To help you understand how your monthly bill is calculated, let's look at an example of a customer with a 6,000 monthly conversation volume.

How charges appear on your invoice may vary by plan type. Some plans show a base fee plus any additional usage; others may show a single line item.

Once confirmed, Pro is activated on your workspace.

Eligible workspaces can try Pro free for 14 days before adding it to their plan. The trial gives you full access to all Pro features from day one.

The trial is available to workspaces that:

Pro is added to your subscription and billed automatically at the end of day 14 unless you cancel before then.