Intercom Fin
Overview
Intercom Fin is an AI customer support agent. The company renamed itself from Intercom to Fin in May 2026, keeping Intercom as the name of its customer service software product. It uses outcome-based pricing at $0.99 per outcome — you pay only when Fin resolves a conversation end to end or completes a configured procedure. In June 2026 Salesforce signed a definitive agreement to acquire Fin for about $3.6 billion and fold it into Agentforce; the deal was still unclosed as of August 2026.
Key Features
Outcome-Based Pricing ($0.99/outcome)
- Pay only for outcomes — $0.99 each
- Free when Fin hands off to a human
- Clear ROI vs fixed licensing
Billable outcomes are a resolution, a procedural handoff, or a disqualification at $0.99, while lead qualification is priced separately at $9.99, with a 50-outcome monthly minimum.
Fin AI Agent
- Tier-1 support auto-reply
- Learns from help center articles and policies
- Executes Guidance and Tasks (configured procedures)
- Hands off to humans as needed
Channels
Chat, email, Messenger, WhatsApp, SMS, phone (voice), Slack, and API.
Fin API Platform
The Fin API released in April 2026 lets developers run Fin behind their own custom front ends.
Works on Other Helpdesks
Fin can run on top of non-Intercom helpdesks such as Zendesk and Salesforce.
AI Copilot
Agent-facing assistant in the inbox for reply suggestions and conversation summaries. Copilot is now a separate add-on at $29/agent/mo billed annually ($35 monthly), with 10 free conversations per agent each month.
Resolution Rate
The vendor reports a 67% average resolution rate, while third-party case-study analyses put real-world rates closer to 42–50%.
Pricing
Seat pricing is now Essential $29, Advanced $85, and Expert $132 per seat per month on annual billing, with Fin billed at $0.99 per outcome on every plan.
| Plan | Monthly/seat (annual) | Fin AI |
|---|---|---|
| Essential | $29 | $0.99/outcome |
| Advanced | $85 | $0.99/outcome |
| Expert | $132 | $0.99/outcome |
- Copilot add-on: $29/agent/mo (annual billing)
- Pro add-on: from $99/mo
All plans include unlimited free live chat, support email, and in-app chats.
Strengths
- ✅ Outcome-based pricing ($0.99/outcome) — clear ROI
- ✅ Only pay for outcomes — handoffs are free
- ✅ Broad channel coverage including voice, WhatsApp, and SMS
- ✅ Can run on top of third-party helpdesks
- ✅ AI Copilot for agents
- ✅ Embeddable in custom UIs via API
Weaknesses
- ❌ $0.99 per outcome adds up at scale
- ❌ Seats, Copilot, and Pro add-ons cost extra on top
- ❌ Weaker Japanese support than competitors
- ❌ The Salesforce acquisition has not closed yet, leaving medium-term product direction uncertain
Official Resources
- Website: https://fin.ai
- Pricing: https://www.intercom.com/pricing