Fin is an AI agent that answers customer-service questions from your own help content, sold inside the Intercom helpdesk (which also holds the visual Workflows bot builder) or on top of another helpdesk such as Salesforce or HubSpot. It is built for funded support teams: you pay per helpdesk seat, plus US$0.99 for each conversation that ends in a billable outcome. The vendor renamed itself from Intercom to Fin on May 12, 2026, and has been part of Salesforce since September 10, 2026.
Bottom line
- Best for: Funded support teams that want an AI agent, a shared inbox and ticketing in one tool
- Not for: Hobby projects, micro-businesses, or anyone who needs a free plan or a flow builder on the entry tier
- Paid plans from: US$0.99 per resolution
- The catch: The visual Workflows builder is not in the entry plan: the Workflows FAQ says you must be on Advanced, at US$99 per seat a month, or higher.
Score breakdown
Intercom Fin scores 8.2 out of 10 on rubric v1.0. The rubric rates what can be verified from public documentation, not how well a bot built on it performs.
The full price list is public, the metered unit is defined in writing, and the vendor states what happens and what it costs when you pass the allowance.
A time-limited free trial with self-serve sign-up; no permanent free plan.
Everything in level 3, plus custom code or an SDK, a test emulator and versioning or environments.
Everything in level 4, plus voice or SMS, and AI answers documented in German and Spanish.
A DPA and a stated hosting region, or SOC 2 / ISO 27001, but not both.
Key facts
- Vendor
- Fin (formerly Intercom), a Salesforce company · San Francisco, USA · founded 2011
- Type of tool
- AI agent for support
- Pricing model
- Mixed
- Paid plans from
- US$0.99 per resolution
- What the bill grows with
- resolutions
- Free plan
- No
- Free trial
- Yes
- Self-serve sign-up
- Yes
- Visual flow builder
- Yes
- Extensible with code
- Yes
- Choose or bring your own AI model
- No
- Bot export
- Partly
- Self-hosting
- No
- Built-in inbox for human handoff
- Yes
- Channels
- Website widget, WhatsApp, Messenger, Instagram, SMS, Email, Voice, Slack
- Languages
- 45+ languages · German: Yes · Spanish: Yes
- EU data hosting
- Partly
- Compliance
- SOC 2 Type II, ISO 27001, ISO 27701, ISO 42001, AIUC-1, HIPAA (Expert), GDPR
- Integrations
- Salesforce, HubSpot, Freshworks, Dixa, Front, Zoho, Gorgias, Slack
- Named customers
- Anthropic, Lightspeed, Synthesia, Robin, Clay, Rocket Money
What the documentation supports
- The billing unit is defined in writing: the help centre says a conversation is charged at most once, and lists which handoffs are free.
- There is no AI allowance to outgrow: every outcome costs US$0.99, and the limits article documents email alerts and an optional hard limit.
- The documentation describes testing and versioning tools that small-business builders lack, including Simulations, Workflows Preview, and version history with rollback.
- The vendor lists web chat, email, WhatsApp, Instagram, Messenger, SMS, Slack and voice, and every Intercom plan includes a shared inbox for human handoff.
- The 14-day trial needs no credit card and, per the pricing page, puts no limit on Fin outcomes.
What to watch
- There is no free plan, and the Intercom route needs at least 1 paid Full seat before Fin answers anything.
- A customer who goes silent for 24 hours after Fin's last answer is billed as an assumed resolution.
- Spending is uncapped by default; a hard limit exists, but you have to set it yourself.
- EU data hosting is only offered to customers on a sales contract, and billing is in US dollars only.
- Workflows can be exported only through a REST API endpoint, and the documentation describes no way to import them anywhere.
What you can build
There are two builders. Fin itself is set up without code: you point it at knowledge sources, which the documentation lists as help-centre articles, PDFs, public URLs, snippets and past conversations, then shape its behaviour with Guidance (plain-language rules) and Procedures (step-by-step tasks). Data connectors and custom MCP connectors let Fin and Workflows call your own systems for live data. Workflows is the visual, rule-based builder for routing, triage and scripted paths over chat, email, Slack, WhatsApp, Instagram, Facebook and SMS, and the Workflows FAQ says it requires the Advanced plan or higher. Essential has only what the vendor calls simple automations, and Fin on another helpdesk has no Workflows at all. For testing, the documentation describes Workflows Preview, Fin Simulations and regression tests; the FAQ notes that preview conversations appear in your real inbox. Version history with rollback shipped on March 25, 2026. The vendor suggests a separate test workspace in place of a staging environment. Developers get a REST API, webhooks, web and mobile SDKs and the Fin Agent API. You cannot choose the AI model or bring your own key: the vendor says Fin runs on its own Apex models. Export is limited to a REST endpoint that returns a workflow's definition, and no import is documented. Human handoff goes to the built-in Intercom inbox, or into your existing helpdesk when Fin is bought on its own; Fin escalates when it is unsure or when the customer asks for a person.
Pricing
There are two ways to buy. Inside the Intercom helpdesk you pay per Full seat: Essential costs US$39 per seat a month on monthly billing (US$29 billed annually), Advanced costs US$99 (US$85 billed annually) and adds the Workflows builder plus 20 free Lite seats, and Expert costs US$139 (US$132 billed annually) with 50 Lite seats, SSO and HIPAA support. The Intercom pricing page shows the annual figures by default, so the monthly prices are easy to miss. On every plan Fin adds US$0.99 per outcome. The second route is Fin on top of another helpdesk: no seats, US$0.99 per outcome, a minimum of 50 outcomes a month, and sales-assisted onboarding. Optional extras are priced separately: Copilot at US$35 per agent a month (US$29 billed annually), the Pro analytics add-on from US$99 a month, and Proactive Support Plus at US$99 a month including 500 messages. SMS starts at US$0.06 per segment, and outbound WhatsApp, phone and bulk email are also pay-as-you-go. Fin Voice is quote-only. One caution: on September 18, 2026 the source code of fin.ai/pricing carried a price-test variant showing Essential at US$19 per seat, while intercom.com still listed US$29. This page treats the higher figure as the list price until the vendor changes it.
| Plan | Billed monthly | Billed annually | Included each month | Source |
|---|---|---|---|---|
| Essential | US$39 per seat per month | US$29 per seat per month | — | Source |
| Advanced | US$99 per seat per month | US$85 per seat per month | — | Source |
| Expert | US$139 per seat per month | US$132 per seat per month | — | Source |
| Fin on another helpdesk | US$0.99 per resolution | — | — | Source |
Intercom Fin pricing explained · What counts as a conversation in chatbot pricing?
What the free plan really allows
Intercom Fin has no free plan. The trial lasts 14 days, needs no credit card, and includes all features, add-ons and, per the pricing page, unlimited Fin outcomes. After the trial you need at least 1 paid Full seat. Startups can apply for the Early Stage program, which the pricing page lists at 93% off in year one, 50% off in year two and 25% off in year three. The program includes 300 free Fin outcomes in year one, but the pricing page does not say whether that is per month or per year, and a help article says per month, so ask before you rely on it. If you need a free plan that can run a live bot, see the best free chatbot builders.
Claims and who backs them
| Figure | Source | Who says so |
|---|---|---|
| 76% | Fin (formerly Intercom), a Salesforce company | Vendor claim |
| 50% | Robin | Named customer |
| 45–65% | Lightspeed | Named customer |
| 50.8% | Anthropic | Named customer |
The vendor's headline claim is an average resolution rate of 76% across more than 12,000 customers, with many above 85%. It also claims 2,000,000 resolutions a week and a hallucination rate below 1%. Salesforce's completion release cites more than 30,000 customer companies. The named customers the vendor itself publishes report lower resolution rates than the average: Robin reports 50%, Lightspeed reports 45–65% of its support volume, and Anthropic's customer story gives 50.8%. Synthesia reports a 96% drop in resolution time, which is a different measure. All of these figures come from vendor-published case studies, and a resolution here includes assumed resolutions after silence, so the rate is partly shaped by the billing definition. We found no independent audit of Fin's resolution rate and no procurement data. See containment rate explained for how to read these numbers.
Verdict
Pick Intercom Fin if you run a support team with budget, want the AI agent, inbox and ticketing in one product, and value a billing unit that is defined in writing. The per-outcome price is simple, but read the definition first: silence after an answer and handoffs you configure both bill, and spending has no cap until you set one. Skip it if you need a free plan, want a visual flow builder on the cheapest tier, or must have EU hosting without a sales contract. Buyers should also note the change of owner: Salesforce, which sells its own service agent, completed the acquisition on September 10, 2026, and its release says nothing about future pricing. Smaller teams will find cheaper starting points on our list of the best chatbots for customer support.
Related pages
- Intercom Fin pricing explainedpricing
- The best Intercom Fin alternativesalternatives
- Tidio Lyro vs Intercom Finvs
- HubSpot Chatbot Builder vs Intercom Finvs
Frequently asked questions
Is Intercom Fin free?
No. Intercom Fin has no free plan. It offers a 14-day trial with no credit card required, and the pricing page says Fin outcomes are unlimited during the trial. After that you need at least 1 paid Intercom seat, or a sales-assisted contract to run Fin on another helpdesk.
How much does Intercom Fin cost?
Intercom Fin costs US$0.99 per outcome, on top of a helpdesk seat. Intercom seats cost US$39 a month for Essential, US$99 for Advanced and US$139 for Expert on monthly billing, with lower prices on annual billing. Fin on another helpdesk such as Salesforce or HubSpot has no seats but a minimum of 50 outcomes a month.
What counts as a Fin outcome?
Intercom Fin charges once per conversation at most, when that conversation ends in an outcome. Outcomes are a confirmed resolution, an assumed resolution after the customer is silent for 24 hours, a handoff you deliberately configured inside a Procedure, or a sales qualification or disqualification. Conversations that Fin passes to your team by default, or because the customer asked for a person, are not charged.
Does Intercom Fin host data in the EU?
Partly. Intercom Fin's help centre lists hosting regions in the US, the EU (Dublin) and Australia, but says regional data hosting is available only to customers on a contract, not on self-serve plans. It also says an existing workspace cannot be migrated from one region to another, so EU buyers should settle this before they sign up.
Who owns Intercom Fin now?
Salesforce. The company behind Intercom renamed itself Fin on May 12, 2026, keeping Intercom as the name of the helpdesk product. Salesforce signed an agreement to buy Fin on June 15, 2026 and announced the deal complete on September 10, 2026. The completion release does not mention changes to Intercom Fin's pricing.
Sources
- Fin home page — Fin · 18 September 2026
- Fin pricing — Fin · 18 September 2026
- Intercom pricing — Intercom (Fin) · 18 September 2026
- Fin and Intercom plans explained — Intercom Help Center · 18 September 2026
- Fin pricing: outcomes — Fin Help Center · 18 September 2026
- Manage Fin usage alerts and limits — Fin Help Center · 18 September 2026
- Fin FAQs — Fin Help Center · 18 September 2026
- Usage-based channels — Intercom Help Center · 18 September 2026
- Workflows explained — Intercom Help Center · 18 September 2026
- Workflows FAQs — Intercom Help Center · 18 September 2026
- Workflow version history and rollback — Intercom (Fin) · 18 September 2026
- Workflows REST API reference — Intercom Developers · 18 September 2026
- Hand over conversations from Fin AI Agent to your support team — Intercom Help Center · 18 September 2026
- Fin channels — Fin · 18 September 2026
- Set up Fin AI Agent's multilingual support — Intercom Help Center · 18 September 2026
- Use Intercom in your preferred language — Intercom Help Center · 18 September 2026
- Regional data hosting — Fin Help Center · 18 September 2026
- Intercom security — Intercom (Fin) · 18 September 2026
- Lightspeed customer story — Fin · 18 September 2026
- Anthropic customer story — Fin · 18 September 2026
- Today, Intercom becomes Fin — Intercom (Fin) · 18 September 2026
- Salesforce signs definitive agreement to acquire Fin — Salesforce · 18 September 2026
- Salesforce completes acquisition of Fin — Salesforce · 18 September 2026
Researched and drafted with AI assistance from the sources listed on this page. We have not built or tested bots on these platforms yet. Method: How we review