Intercom Fin

What is Intercom Fin?

Intercom Fin, now simply called Fin, is an AI customer service agent from Intercom. It answers customer questions in chat and email using a company's help center articles, internal content, PDFs and synced web pages, and it hands the conversation to a human agent when it cannot resolve the issue. Intercom renamed its parent company to Fin in 2026 while keeping Intercom as the name of its helpdesk product.

Fin can run inside the Intercom helpdesk, where it is included on every plan, or as a standalone agent on top of other helpdesks such as Zendesk or Salesforce. Its billing is outcome-based: businesses pay a fixed fee for each conversation Fin resolves, on top of any per-seat helpdesk charges. A separate Copilot add-on helps human agents with suggested replies and summaries.

Fin suits support teams with high volumes of repetitive questions that want to automate part of their queue. Because the cost scales with the number of resolutions, it is worth forecasting your monthly volume before you commit. Pricing, minimums and plan structures change often, so confirm current terms with the vendor.

Intercom Fin FAQ

What is Intercom Fin?

Fin is an AI agent that automatically answers and resolves customer support conversations, with handoff to human agents when needed.

How is Fin priced?

Fin is billed per resolved conversation, reported at $0.99 per outcome at the time of writing. Helpdesk seats and add-ons are charged separately.

Can Fin work without Intercom?

Yes. Fin can be used as a standalone AI agent on top of other helpdesks, though minimum monthly commitments may apply.

Is there a free trial?

Intercom offers a free trial that includes access to Fin. There is no permanent free plan.

What is the difference between Fin AI Agent and Copilot?

Fin AI Agent talks to customers and resolves requests on its own. Copilot is an assistant that helps human agents reply faster.