Intercom Fin

Intercom Fin (intercom.com/fin) is Intercom's AI agent for customer service. While many AI support tools are glorified FAQ bots that escalate to humans for anything beyond keyword matches, Fin is designed to handle the full resolution of complex support queries — not just simple FAQ lookups.

**How Fin works**

Fin reads your knowledge base (help center articles, FAQs, policies), understands customer queries in natural language, and generates answers grounded in your documentation. For simple queries, this is straightforward. For complex queries, Fin 2 uses multi-step reasoning — it can break down a problem, look up relevant information across multiple sources, and construct a coherent answer that addresses the customer's actual situation.

Fin also integrates with backend tools — it can look up order status in your CRM, check account details in your database, and take actions like issuing refunds or updating subscription tiers when configured to do so. This moves it from a 'find the answer in the documentation' tool to an 'actually resolve the problem' tool.

**Resolution rate and handoff**

Intercom reports that Fin resolves 50%+ of conversations without human involvement, though actual rates vary significantly by the complexity of the support use case. Fin automatically detects when a conversation is beyond its capability or when the customer prefers a human, and hands off smoothly to the human agent queue.

**Pricing**

Fin charges per resolved conversation — $0.99 per resolution, with a resolution defined as a conversation where the customer's issue was addressed without needing human escalation. This aligns Intercom's incentive with yours: they only get paid when the AI actually works.

**Who uses it**

Intercom Fin is used by B2B and B2C companies with high-volume customer support operations, particularly in SaaS, e-commerce, and fintech where the knowledge base is well-documented and queries are relatively structured.

**Frequently Asked Questions**

How does Fin's $0.99 per resolution pricing work? You pay only for conversations where Fin resolved the issue without escalation. Human-escalated conversations are covered by your existing Intercom plan. Is Fin available on the standard Intercom plan? Fin requires an active Intercom subscription; pricing is an add-on to base plans.