Fin
Also known as: Intercom, Fin, Fin AI, Intercom Fin, Intercom Fin AI
AI customer service agent billed per resolved outcome, working across chat, email, voice, WhatsApp, SMS, Slack and social, on Intercom's own helpdesk or on Salesforce, HubSpot, Freshworks and others.
Fin is the AI customer-service agent built by Intercom, the long-running customer-communications company that rebranded itself to Fin in May 2026 to signal that the agent, rather than the helpdesk, is now the center of its business. Fin is a customer-facing agent that resolves support conversations end to end across channels, including chat, email, voice, WhatsApp, SMS, social, and Slack, acting as a front-line agent that answers directly and hands off to a human when it cannot resolve an issue or the customer asks for one.
Fin learns from a company's own knowledge, help-center articles, websites, PDFs, past conversations, and internal policies, and assembles answers by pulling the most relevant pieces from multiple sources rather than just linking to articles. Under the hood it runs on custom language models trained specifically on real customer-service interactions, with specialized sub-models for retrieving candidate answers, reranking them, summarizing the customer's issue, and deciding when to escalate. Teams can shape its tone and answer length, coach it with guidance and procedures, target which content applies to which customers, and have it operate in dozens of languages.
Beyond answering questions, Fin can take actions in connected systems, such as retrieving or updating customer data and making account changes, and it can carry out longer multi-step procedures with deterministic controls and approval steps before consequential actions like refunds. The company frames Fin as a single Customer Agent that shifts between roles by context, handling service questions in one conversation and inbound sales, qualification, and meeting booking in another. It deliberately hands off when that is safest, including when it detects high-risk content.
Fin is sold in two ways: as a standalone agent that plugs into an existing helpdesk like Zendesk, Salesforce, or others, or bundled inside Intercom's own helpdesk, where Fin and human teammates share one customer record and the same inbox. Developers can also reach the underlying models directly through the Fin API Platform, or embed the agent in their own product through the Fin Agent API.
Supporting tools include an in-inbox assistant for human agents and an operations-focused agent that helps teams analyze performance and maintain knowledge. Fin is known for outcome-based pricing, charging when it resolves a conversation rather than per seat, and carries enterprise security credentials including SOC 2, ISO 27001, ISO 42001, and HIPAA, with data residency in the United States, the European Union, or Australia.
In June 2026 Salesforce signed a definitive agreement to acquire Fin for approximately $3.6 billion. The agreement is signed rather than completed: Salesforce expects it to close in the third quarter of its 2027 fiscal year, subject to regulatory approvals and customary closing conditions. Until then Fin remains an independent company and continues to sell, support, and develop the product under its own name.
Vendor details
Canonical URL
https://fin.ai
Category
Customer support agent
Company status
independent
Use cases & customers
Target customers
Deployment options
In practice
Your support inbox is overwhelmed with repetitive tier-one questions around the clock. Fin answers them directly across chat, email, and messaging, pulling from your help center and policies, and hands off to a human when it can't resolve one.
You already run a helpdesk like Zendesk or Salesforce and don't want to replace it. Fin can work as a standalone agent on top of your existing stack, or bundled with Intercom's own inbox sharing one customer record.
You need an agent that does more than answer, and stays safe. Fin takes actions like updating customer data, runs multi-step procedures, and deliberately hands off when it detects high-risk content.
Sources & related URLs
Agentic Index coverage score
11.0 / 14 capabilities · 79%
| Integrations & Tool Calling | Full |
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Fin runs on the customer's existing helpdesk across Intercom, Salesforce, HubSpot, Freshworks, Dixa, Front, Zoho, Sprinklr and Gorgias, adds Data Connectors for live external data, takes action to update external systems, and spans messaging and telephony channels. Breadth across helpdesk, data and channel classes rather than depth in one. Sourcefin.ai/pricingread 2026-09-05 |
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| Workflow Orchestration | Full |
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Procedures are configured multi-step workflows the agent executes end to end, including branches that terminate in a handoff to a human or into a workflow, alongside workflow automations on the Intercom helpdesk and Operator, a separate agent for customer operations work. Sourcefin.ai/pricingread 2026-09-05 |
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| Knowledge Grounding & RAG | Full |
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Fin is trained on Knowledge Sources, Data Connectors, Procedures, Guidance and Categories, ingesting help center content from Intercom, Zendesk or Salesforce plus arbitrary public URLs, and the help center states the ingested corpus re-syncs every 24 hours for connected help centers and weekly for external web content. A vendor-maintained structure with a stated refresh cycle, not per-conversation assembly. Sourcefin.ai/help/en/articles/13975777-pricing-and-usage-limitsread 2026-09-05 |
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| Human Oversight & Guardrails | Full |
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Procedures carry deterministic controls and cross-team approvals, with multi-stage validation and approval workflows running before any action is taken and Fin performing only actions the customer has explicitly configured and approved; refund paths enforce eligibility windows, value thresholds and approval requirements, and Guidance bounds tone, scope and escalation. A vendor-owned gate before the action takes effect, not routing after it. Sourcefin.ai/trainread 2026-09-05 |
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| Security, Identity & Governance | Full |
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Homepage documents SSO with Okta, Azure AD and OneLogin, plus 2FA, SCIM provisioning and IP restrictions, alongside SOC 2, ISO 27001, ISO 42001, ISO 27701, AIUC-1 and HIPAA. Attestation and named customer-facing controls both present. Sourcefin.airead 2026-09-05 |
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| Observability & Auditability | Partial |
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The Analyze stage ships Topics Explorer, CX Score quality scoring across every conversation, an Optimize Dashboard and configurable alerts, which is thorough measurement of what happened. No production trace reconstructing why the agent acted as it did is documented; the view of Fin's reasoning sits inside Simulations, a test surface used before launch. Sourcefin.ai/analyzeread 2026-09-05 |
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| Memory & State Persistence | Partial |
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Context carries within a conversation and across a voice call, and Fin passes full customer context to a human on escalation. No memory layer with a stated scope or lifetime is named anywhere on the product surface, and the persistence Fin does advertise is a learning flywheel that absorbs conversations into model improvement, which is optimization rather than a memory store the buyer can locate or delete per customer. Sourcefin.ai/capabilitiesread 2026-09-05 |
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| Deployment & Data Residency | Full |
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Customer data is hosted in the United States, the European Union or Australia according to the buyer's residency requirement, with redundancy across regions behind a 99.8% uptime SLA. Region is a customer choice rather than a vendor architecture claim. Sourcefin.airead 2026-09-05 |
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| Prebuilt Agents, Templates & Packs | Full |
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Fin ships named role-specific agents the buyer adopts as units, Fin for Service, Fin for Sales and Fin for Ecommerce, each with its own product page and pre-trained skills, alongside packaged helpdesk editions for Salesforce, Freshdesk and HubSpot, a Simulation library and the AI Agent Blueprint. Sourcefin.ai/capabilitiesread 2026-09-05 |
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| Triggers & Channel Coverage | Full |
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Deployment surfaces listed as Voice, Email, Messenger, Slack, WhatsApp, SMS, Instagram, Facebook Messenger and Fin over API, with tickets, cases and emails handled from the connected helpdesk and a proactive outbound suite on the Intercom helpdesk. Sourcefin.ai/pricingread 2026-09-05 |
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| Model Flexibility & Routing | Not documented |
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Answers come from Fin's own proprietary model family: the Apex model built for customer support and Apex Flash for low latency voice, under the patented Fin AI Engine. No customer or admin model selection is documented. Sourcefin.ai/pricingread 2026-09-05 |
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| APIs, SDKs & MCP Extensibility | Full |
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The Fin API Platform, launched April 2026, exposes the Apex generative, Retrieval and Reranker models individually or as a complete RAG pipeline for building custom agents, the Fin Agent API embeds Fin in a customer's own product without the Intercom messenger, API is listed as a first-class deployment channel, and the versioned REST API is published with an OpenAPI specification, interactive reference and changelog. A help center note that Fin cannot serve conversations created via the API predates the API Platform launch and scopes one path rather than the developer surface. Sourcefin.ai/api-platformread 2026-09-05 |
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| Testing, Debugging & Optimization | Full |
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Shipped customer-facing test suite covering Simulations, Regression Tests, Previews and Audience Testing, with the artifact under test being the customer's own configured agent and results readable before deployment. Sourcefin.ai/pricingread 2026-09-05 |
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| Browser & Computer Use | Not documented |
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Every deployment surface Fin documents is a messaging, voice or API channel, and actions on external systems run through helpdesk connectors and Data Connectors. No browser control, virtual desktop or operation of software lacking a programmatic interface appears on the product surface. Sourcefin.ai/pricingread 2026-09-05 |
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The Agentic Index coverage score grades every vendor Full, Partial or Not documented against the same 14 buyer facing capabilities, from public evidence only. Each capability links to how all vendors in the index score on it. How this evidence is graded
Recent platform changes
Intercom introduced custom reporting metrics that can be filtered by Fin AI Agent ratings or used to count escalations from AI agents to humans. Teams can define counts, percentages, and ratios with separate filters on each side of a formula. Metrics apply to the full conversation history and are available across workspace charts on Advanced and Expert plans.
Bears on: Observability / auditability
View sourceIntercom has added memory capabilities to Fin, allowing the AI agent to remember past interactions with returning customers. This context is carried across different channels, such as moving from chat to email, so customers do not have to repeat information.
Bears on: Memory / state
View sourceIntercom launched Evals and Releases for Fin, providing tools to test AI agent changes before deployment, control gradual rollouts, and monitor live conversations for quality. This brings engineering-grade evaluation and testing rigor to customer support teams.
Bears on: Observability / auditability
View sourcePricing
$0.99 per outcome
outcomes
Included quota
Standalone 'Fin for platforms': $49/mo base includes 50 resolutions, then $0.99 per additional outcome. Inside Intercom: no included outcomes; every outcome billed at $0.99 on top of Full seats. 50-outcome monthly minimum. 14-day trial includes unlimited Fin outcomes.
What is public
Fin AI Agent is priced at $0.99 per billable outcome on every Intercom plan and as a standalone agent on other helpdesks (Zendesk, Salesforce, HubSpot, Freshworks, Zoho, Gorgias, Sprinklr, and more). Billable outcomes are a Resolution, a Procedure handoff, or a Disqualification at $0.99 each; a Fin-for-Sales Qualification is $9.99. You are charged once per conversation regardless of how many actions Fin takes, and not charged when a conversation is handed to a human without an outcome. A standalone 'Fin for platforms' plan is $49/month including 50 resolutions, then $0.99 per additional outcome. Inside Intercom, three seat plans (Essential / Advanced / Expert) set the seat price (roughly $29 / $85 / $132 per Full seat per month billed annually; monthly billing is 25-35% higher; Lite seats are free) and Fin outcomes bill on top. A 14-day free trial includes unlimited Fin outcomes with no credit card. Fin Voice is custom-priced through sales.
Billing mechanics
Outcome/usage-based metering at $0.99 per billable outcome, charged once per conversation. A 50-outcome monthly minimum applies. Resolutions are deducted and refunded if the customer reopens the same conversation, even across billing periods. No volume discounts, tiers, or caps on the per-outcome rate. Standalone deployment adds a $49/month base (50 resolutions included); in-Intercom deployment adds Full-seat charges. Billed in USD only; ACH/wire via sales.
Cost watchouts
Bill scales with success: at volume, per-outcome charges dominate (e.g. ~5,000 resolutions/mo is ~$4,950 before seats/add-ons). 'Assumed' resolutions (customer exits without replying) count as billable. Inside Intercom, Full seats bill on top and monthly billing runs 25-35% above annual. Add-ons stack: Copilot ~$29-35/agent/mo, Proactive Support Plus ~$99/mo. Billed in USD only.
Variable cost rationale
Purely usage/outcome-based at the AI layer: spend rises directly with resolved conversations at $0.99 each, on top of any Intercom seats. A 50-outcome monthly minimum sets a small floor; no volume discounts or caps, so cost scales linearly with automation success. Inside Intercom, paid Full seats (~$29-$132/seat/mo annual) add a fixed layer.
Additional watchouts
Pending Salesforce acquisition (signed June 2026, not yet closed) is worth weighing on multi-year commitments, since packaging and roadmap can shift post-close. Costs scale with resolution volume and 'assumed resolutions' can inflate counts; the all-in bill (seats + outcomes + add-ons + channels) is hard to forecast without modeling real volume.
Overage / add-ons
Every billable outcome (Resolution, Procedure handoff, or Disqualification) is $0.99; Fin-for-Sales Qualification is $9.99. Charged once per conversation regardless of actions; not charged on handoff to a human without an outcome; a resolution is deducted/refunded if the customer reopens the same conversation, even across billing periods. No volume discounts or caps.
Sales call required
Mixed (some tiers require a call)
Free / trial
14-day free trial
Lowest paid plan
$49.50/mo (50-outcome minimum)
Commercial notes
Fin popularized per-resolution 'pay for outcomes' pricing in customer support. Intercom rebranded its corporate entity to Fin in May 2026, and Salesforce signed a definitive agreement in June 2026 to acquire Fin for roughly $3.6 billion; as of July 2026 the deal is signed but not closed (expected to close in Salesforce FY Q4 2027, pending regulatory clearance). Pricing is unchanged for now. Vendor-reported autonomous resolution rates run ~42-76% depending on source and configuration.
Key ambiguities
Total cost depends on deployment (standalone Fin-for-platforms vs inside Intercom), plan tier, seat count, billing cycle, channel usage, and how 'resolved' is defined (confirmed vs assumed). The $0.99/outcome rate is fixed and public; the all-in monthly bill is not a single published number.
Cancellation / refund
Self-serve online sign-up (credit card); 14-day free trial with unlimited outcomes, no card required. 50-outcome monthly minimum. Resolutions deducted/refunded when a customer reopens the same conversation. Early Stage program: eligible startups get up to 93% off Intercom plus a year of Fin free. ACH/wire and Fin Voice via sales.
Missing data
Fin Voice pricing is custom (contact sales). Enterprise/ACH terms via sales. Post-acquisition pricing under Salesforce is not yet defined.
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Alternatives to Fin
The closest documented capability profiles to Fin among customer support agents tracked by Agentic Index, ordered by similarity on the same 14 point evidence the rankings use. No vendor pays for placement.
- Bland AI12.0 / 14Fuller documented coverage on Observability & Auditability and Memory & State Persistence
- Freshworks10.0 / 14A lighter documented profile than FinFin vs Freshworks →
- Omilia11.0 / 14Fuller documented coverage on Observability & Auditability
- Delight.ai11.5 / 14Fuller documented coverage on Observability & Auditability and Memory & State Persistence
- ElevenAgents12.5 / 14Adds documented Model Flexibility & Routing
- Five911.5 / 14Adds documented Model Flexibility & Routing
Similarity is computed from each vendor's Agentic Index coverage score evidence, axis by axis, not from the totals. How this evidence is graded