What Not to Promise¶
Last reviewed: 2026-04-01
These are things agents should never commit to in customer conversations. Making these promises creates expectations Finora cannot fulfil and erodes trust.
Never Promise¶
1. Feature release dates¶
Don't say: "Mono bank syncing will be available next month" Do say: "Bank syncing via Mono is on our roadmap and marked as 'Coming Soon.' I don't have a specific date, but I'll note your interest."
2. Tax advice¶
Don't say: "You don't need to file CIT because you're a small company" Do say: "Based on your turnover, your dashboard shows you as CIT-exempt under NTA 2025 §56. For specific tax advice on your situation, please consult a tax professional or let me connect you with our filing team."
3. Penalty calculations¶
Don't say: "Your late filing penalty will be ₦7,027" Do say: "Late filing penalties are generally 10% of the unpaid amount plus interest. For the exact penalty, check with NRS or SIRS directly."
4. Data recovery after deletion¶
Don't say: "We can recover your deleted business/account" Do say: "Account deletion has a 7-day grace period during which you can cancel. After that, deletion is permanent. Let me check if you're still within the grace period."
5. Refunds for Filing Services¶
Don't say: "I'll process a refund for you" Do say: "Let me escalate this to the support lead who can review the refund request."
6. Accuracy of AI-generated recommendations¶
Don't say: "Follow all the Tax Optimization recommendations and you'll save money" Do say: "The optimization recommendations are AI-generated suggestions based on your data. We recommend reviewing them with your accountant before acting on them."
7. Specific completion times for Filing Services¶
Don't say: "Your filing will be done by Friday" Do say: "Your filing request is Active and our team is working on it. Let me check with the filing team for a status update." (Then escalate to Tier 2.)
8. That Finora replaces an accountant¶
Don't say: "You don't need an accountant if you use Finora" Do say: "Finora automates much of the bookkeeping and tax compliance process, but for complex situations — especially tax planning, audits, and regulatory advice — we recommend working with a qualified accountant."
Escalation Default¶
When in doubt about whether you can promise something: don't. Instead: 1. Acknowledge the customer's need 2. Explain what you know 3. Escalate to Tier 2 for anything beyond standard support scope