Intercom Fin

Intercom Fin is an AI customer agent that resolves support, sales, and ecommerce conversations across every channel a business uses, including live chat, email, voice, Slack, and social messaging. Rather than being a simple FAQ bot, Fin is trained on a company's own help center content, policies, and procedures, and can take real actions on connected systems such as processing refunds, updating orders, or pulling live data from tools like Shopify, Salesforce, and Stripe. It runs on Intercom's proprietary Apex 1.0 and Apex Flash models, which the company built specifically for customer experience use cases rather than relying on general-purpose foundation models.

Fin is configurable entirely without engineering support: teams can set tone, behavior, and knowledge sources themselves, test changes with a built-in simulation and regression suite, and monitor performance through analytics that surface resolution rates, emerging topics, and one-click improvement recommendations. It is natively built into the Intercom helpdesk but can also be deployed standalone on top of an existing helpdesk such as Salesforce, HubSpot, or Freshdesk, typically going live in under an hour. Enterprise-grade trust and security features include SOC 2, ISO 27001, ISO 42001, HIPAA-eligible configurations, SSO, and regional data residency options.

Fin uses an outcome-based pricing model, charging $0.99 per resolution, procedure handoff, or disqualification, with lead qualifications billed at $9.99, so the intent is that customers primarily pay when the AI actually resolves a conversation. It is used by over 12,000 companies including Anthropic, Synthesia, and Rocket Money, and is built for support, sales, and product teams ranging from small startups to large regulated enterprises. Fin (formerly the corporate entity behind Intercom) is currently in the process of being acquired by Salesforce, announced in 2026, though its product and pricing remain unchanged for now.

Fin AI Agent is billed at $0.99 per outcome (a resolution, procedure handoff, or disqualification) across every Intercom plan, with lead qualifications billed at $9.99 and a minimum commitment of 50 outcomes per month. On top of Fin usage, Intercom offers three seat-based plans: Essential (entry-level plan for individuals and small businesses with Fin, Messenger, shared inbox, and a public help center), Advanced (adds multiple team inboxes, workflow automation, round robin assignment, and 20 free Lite seats), and Expert (adds SSO, HIPAA support, SLAs, and multibrand support with 50 free Lite seats), all with custom per-seat pricing shown after configuration. Fin can also be used standalone on an existing helpdesk (Salesforce, HubSpot, Freshdesk, and others) at the same $0.99 per outcome with no seats required. Add-ons include Pro ($99/month for 1,000 conversations of AI analysis), Copilot ($29 per agent/month), and Proactive Support Plus ($99/month for 500 outbound messages). Early-stage startups can access up to 93% discounts through Intercom's Early Stage Program.