Intercom Fin: Pricing, Outcomes, Channels and Limits
Fin is Intercom’s AI agent, and the company behind it now goes by Fin too. It answers customers in chat, email, messaging apps and Slack, hands the hard ones to your team, and charges $0.99 every time it reaches an “outcome.”
The price is the easy part. What Intercom counts as an outcome is what decides your bill.
The quick answer: Intercom Fin (officially Fin AI Agent) is an AI customer service agent that answers from your help center, documents and policies, takes actions through Procedures, and hands off to a person when it should. It costs $0.99 per outcome on every Intercom plan, plus helpdesk seats from $29 a month, or $0.99 per outcome with a monthly minimum if you run it on Salesforce, HubSpot, Zendesk, Freshdesk or another helpdesk. A customer who simply leaves after Fin answers counts as a resolution and is billed. Phone support (Fin Voice) is sold through Intercom’s sales team at $1.99 per voice outcome. If the conversations your team misses are phone calls and texts, Carly answers your business line, texts customers back and works the support inbox, then hands off to a teammate in one inbox.
Intercom Fin pricing at a glance
US prices from Fin’s and Intercom’s pricing pages, checked October 2, 2026. Intercom bills in US dollars only.
| What you pay for | Price | The fine print |
|---|---|---|
| Fin outcome (resolution or Procedure handoff) | $0.99 | At most one charge per conversation |
| Fin for Sales qualification | $9.99 | Disqualifications and self-serve routings are $0.99 |
| Fin Voice outcome | $1.99 | Sold through sales only |
| Intercom helpdesk seat | Essential $29, Advanced $85, Expert $132 billed annually ($39, $99, $139 monthly) | One Full seat minimum. Intercom was showing some visitors a $19 Essential price on October 2 |
| Fin on another helpdesk | $0.99 per outcome | Monthly minimum (Intercom’s example: 50 outcomes), no seat or platform fees |
| Copilot (AI help for your agents) | $29 per agent billed annually, $35 monthly | 10 free Copilot conversations per agent a month |
| Pro add-on (Operator, CX Score, Monitors) | From $99 a month | Extra Operator credits $0.01 each |
| Free trial | 14 days | No card, no limit on Fin outcomes during the trial |
On the Intercom helpdesk, SMS messages and WhatsApp conversations also carry their own usage charges, so a Fin answer by text can cost you twice: the message fee and the outcome. For the full seat breakdown, see our Intercom pricing guide.
What counts as a Fin outcome
Intercom charges at most one outcome per conversation, however many questions Fin answers or Procedures it runs. Its help center sorts conversations like this:
| What happens in the conversation | Billed? |
|---|---|
| Customer says “ok thanks” after Fin’s answer | Yes, $0.99 (confirmed resolution) |
| Customer leaves without asking for more help after Fin’s answer | Yes, $0.99 (assumed resolution) |
| Customer is unhappy with the answer and just leaves | Yes, counted as an assumed resolution |
| A teammate joins after Fin answered, and the customer hadn’t asked for more help | Yes |
| Customer asks for more help, Fin’s collect-information step asks for details, customer goes quiet | Yes |
| Fin runs a Procedure you set to end in a handoff to a person or workflow | Yes, $0.99 |
| Fin for Sales books a call or starts a trial for a qualified lead | Yes, $9.99 |
| Customer asks for a human at any point | No |
| Fin escalates on its default logic, detects frustration, or follows your workspace escalation rules | No |
| A Procedure fails before it finishes | No |
| Fin asks a clarifying question and the customer never replies | No |
| Fin only answered a greeting, or routed the conversation to spam | No |
| Customer comes back to the same conversation needing more help | The resolution is deducted, even in a later billing period |
Two rows surprise people. Silence counts as success: Intercom’s own FAQ confirms that a frustrated customer who leaves after an answer is billed as an assumed resolution, and suggests escalation rules that hand off when Fin detects frustration, since those escalations are free. And a Procedure handoff is billed even though the conversation still ends with your team.
What Fin costs at 2,000 conversations a month
Michael runs support for a subscription coffee company with four agents on the Advanced plan. His team gets 2,000 conversations a month, and Fin advertises a 76% average resolution rate.
- 1,520 outcomes at $0.99: $1,504.80
- 4 Advanced seats at $85 billed annually: $340
- Total: $1,844.80 a month, about $22,100 a year, before Copilot, Pro, SMS or WhatsApp usage
If one in ten of those “resolutions” is a customer who gave up, Michael pays $150.48 a month for 152 people who left without an answer they liked. And the Fin line tracks volume, not headcount: a holiday month at 4,000 conversations roughly doubles it. Intercom does give you spending alerts and hard limits, and a 90-day money-back guarantee on Fin.
Channels Fin covers
Fin’s channel page lists Voice, Email, Messenger, WhatsApp, Instagram, Facebook Messenger, SMS, Slack, Discord and the Fin Agent API. Intercom’s help center adds Microsoft Teams.
- Live chat: the Fin Messenger on web, iOS and Android.
- Email: replies from your own domain, with cited sources, and spam and phishing filtered out.
- Messaging apps: WhatsApp, Instagram, Facebook Messenger, SMS and Discord, in 45 languages.
- Slack and Microsoft Teams: Slack communities and Slack Connect channels with threaded replies, plus Microsoft Teams channels.
- Phone: Fin Voice, in 28 languages, connected to your existing phone system by call forwarding or a SIP integration. Fin names Twilio, Genesys, RingCentral, Five9, 8x8, Aircall and Mitel. It is not self-serve: Intercom’s pricing page lists $1.99 per voice outcome through sales, and Fin’s own pricing page calls it custom pricing for select customers.
- API: the Fin Agent API embeds Fin in your own app or portal.
Intercom’s help center is explicit that the $0.99 rate applies to Fin over chat and email on Intercom. Voice and high-volume pricing go through sales.
Running Fin without the Intercom helpdesk
You can keep the helpdesk you have. Fin’s pricing page lists Salesforce, HubSpot, Freshworks, Dixa, Front, Zoho, Sprinklr and Gorgias, and Fin’s help center documents Fin for Zendesk (updated July 22, 2026) across the Fin Messenger, Zendesk messaging and Zendesk tickets from email and contact forms.
The price is $0.99 per outcome with a minimum commitment, no seat costs and no setup or platform fee. The Zendesk article spells the minimum out as $49 a month including 50 resolutions, then $0.99 each. When Fin can’t resolve something, the conversation transfers to your team inside the helpdesk you already use. Copilot can be added for $35 a user a month, currently on Salesforce.
How to set up Fin
Fin’s own setup loop is train, test, deploy, analyze. Fin claims you can go live in under an hour, and the 14-day trial needs no card.
- Train: add help center articles, documents and websites, set tone and answer length, and write guidance and escalation rules. Refunds, cancellations and account changes run as Procedures connected to your systems through data connectors, including MCP connectors.
- Test: preview answers, batch-test real questions and run simulations before customers see anything.
- Deploy: pick channels. Email, Messenger, WhatsApp, Instagram, Slack and Discord switch on from the workspace. Voice needs your telephony provider, and the API needs development work.
- Analyze: review resolutions and handoffs in Fin’s performance reports. The deeper tools (CX Score, AI Topics, Monitors) sit in the Pro add-on from $99 a month.
Where teams run into trouble with Fin
- The bill follows your customers. Seats are fixed, outcomes aren’t, and assumed resolutions charge for customers who stopped replying, whatever the reason.
- Phone is a sales conversation. Fin Voice is sold through sales, forwarded from a phone system you already run.
- New owner. Salesforce completed its acquisition of Fin, formerly Intercom, on September 10, 2026. Fin joins Salesforce’s AI Labs and says it will keep serving existing customers. If you aren’t a Salesforce shop, that’s worth weighing on a multi-year contract.
- Reviews are mixed. Fin’s main Trustpilot profile sits at 2.9 out of 5 from 529 reviews. A June 2026 reviewer said customers tend to end up with human support anyway and questioned the ROI “considering the increasing cost.” Another, a five-year customer, was moved off legacy pricing “for a 25% increase in costs” while their discount was cut from 20% to 10%. A September reviewer called workflows “a nightmare,” with “a lot of features that are essential” behind paywalls.
If those are your reasons for looking, our Intercom alternatives guide and the wider list of AI agents for customer support compare the other options.
Carly: AI on your support calls, texts and email
Fin is built to sit inside a helpdesk and answer what arrives there. Much of the support a small team misses never reaches a helpdesk: the call at 6 pm, the text from a customer standing at the counter, the email nobody owns.
Carly answers your business line when the team can’t. It answers from your FAQs and policies, recognizes the caller from your email and CRM, books them on the right teammate’s real calendar, and hands the conversation to a person when a person should take it. Texts work the same way. Every call and text lands in one team inbox alongside email, so when Emily picks up a handoff, she already has the whole thread.
| Intercom Fin | Carly | |
|---|---|---|
| Where it answers | Chat, email, messaging apps, Slack; phone through sales | Your business line, texts and email |
| Knows the customer from | Intercom history and the data connectors you build | Your email, calendar and CRM |
| Phone line | Fin Voice, forwarded from your phone system | Carly answers your number; the Carly team sets it up with you |
| Handoff | To your team in Intercom or your helpdesk | To a teammate in one inbox for calls, texts and email |
| Pricing | $0.99 per outcome plus seats, or a monthly minimum | Free Zapier-style workflows; AI agents from $35/month |
You don’t have to pick one. Carly connects to thousands of apps, including Intercom, so Fin can keep your website chat while Carly takes the phone line and texts. Support email can go to an email agent with its own address. To compare Carly with other phone options, see our guide to AI answering services. Get started with Carly and call your own number after hours to hear the difference.
FAQ
How much does Intercom Fin cost?
$0.99 per outcome on every Intercom plan, charged at most once per conversation, plus helpdesk seats from $29 a month billed annually. On another helpdesk such as Salesforce or Zendesk, it’s $0.99 per outcome with a monthly minimum and no seat costs. Fin Voice is sold through sales at $1.99 per voice outcome, and Fin for Sales qualifications are $9.99.
What counts as a resolution in Fin?
After Fin’s last answer, the customer either confirms it helped or leaves without asking for more help. Both bill at $0.99. Asking for a human, an escalation from Fin’s default rules, a failed Procedure and an unanswered clarifying question don’t bill. If the customer returns to the same conversation needing more help, the charge is deducted.
Can I use Fin without Intercom’s helpdesk?
Yes. Fin runs on Salesforce, HubSpot, Freshworks, Zendesk, Front, Gorgias, Zoho, Dixa and Sprinklr, with handoffs landing in your existing helpdesk. You pay per outcome with a minimum commitment instead of seats.
Does Fin answer phone calls?
Yes, through Fin Voice, which connects to your phone system by call forwarding or SIP and is sold through Intercom’s sales team. If your support line and texts are where customers go unanswered, set up Carly on your business number and it answers calls and texts, then hands off in one inbox.
Is there a free trial of Fin?
Yes. The 14-day trial needs no credit card and has no limit on Fin outcomes. Startups with under $10M raised and 15 or fewer employees can apply for Intercom’s Early Stage program, which takes 93% off Intercom in year one and includes free Fin usage.
Is Intercom now called Fin?
The company is. Fin, formerly Intercom, still sells its helpdesk as Intercom, and Salesforce completed its acquisition of Fin on September 10, 2026. Fin is now part of Salesforce’s AI Labs and says it will keep serving existing customers.
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