tools
Intercom Fin - AI Customer Service Agent | AI.info
Intercom Fin autonomously resolves up to 50% of support queries using your documentation. AI-powered customer service with seamless human agent handoff.
In inglese
Fin is an AI customer agent for service, sales, and ecommerce. It understands conversation context, answers from business knowledge, takes actions through APIs or data connectors, and can resolve multi-step requests.
Support and operations teams use Fin across chat, email, voice, Slack, Discord, and other channels. It works with Intercom and external helpdesks such as Salesforce, HubSpot, and Freshdesk. Pricing includes seat fees for Intercom plans plus usage charges per Fin outcome; some capabilities and channels cost extra.
Features
- Handles multi-turn conversations using customer intent and context
- Resolves workflows involving refunds, payments, account updates, and troubleshooting
- Connects to business systems through APIs, data connectors, and MCP
- Works across chat, email, voice, Slack, Discord, and social channels
- Hands off conversations with full customer context
- Supports configurable tone, behavior, knowledge, and brand voice
- Provides Procedures, simulations, monitoring, and AI-powered quality analysis
- Includes Fin Operator for automating customer operations work
Use cases
- Resolve customer support questions across chat and email
- Automate refunds, account changes, payments, and technical troubleshooting
- Qualify inbound prospects and book sales meetings
- Guide shoppers through product discovery and purchase decisions
- Monitor conversations for incidents and route issues to support teams
- Support customers through an existing Salesforce, HubSpot, or Freshdesk helpdesk
Pros
Cons
Latest updates
- Build the metric you need, across your full history
Build custom metrics with filters on built-in metrics or by dividing metrics; they cover full history and appear in every chart's metric picker.
- See why an outbound call didn't connect
Outbound calls that don't connect now show a specific reason on the conversation; calls that can't be placed show why.
- See who's viewing a conversation, now in Table view
Teammates' avatars appear on conversation rows in inbox Table view to show when a colleague is already handling a conversation.
- Apply a macro when creating a ticket
The ticket-creation screen now has Reply and Note panes with macro support; messages become the first reply or note and actions run automatically.
- Read and copy code snippets more easily in conversations
Code renders in its own scrollable block with syntax highlighting, line numbers, and a one-click copy button, with a full-screen view.
Capabilities
- Writes and edits — “Fin generates content updates to improve answers.” source
- Automations — “Fin Operator is an agent that runs your customer operations in a way that has never been possible before, orchestrating and automating the work behind the scenes.” source
- AI agents — “Fin Operator is an agent that runs your customer operations in a way that has never been possible before, orchestrating and automating the work behind the scenes.” source
- Connects your apps — “Data Connectors enable Fin to securely retrieve data and take action in external systems like Shopify, Stripe, and Salesforce.” source
- API — “Use Fin’s API to embed Fin into your custom app, delivering fast, accurate support wherever your customers need it, without changing your existing systems.” source
- Single sign-on — “Fin works with Okta, Azure AD, OneLogin for SSO; supports 2FA, SCIM, and IP restrictions, with data hosted in the US, EU, or Australia based on residency needs.” source
Security
- SOC 2 Type II — “SOC 2 Type 2 Report” source
- SOC 2 — “SOC 2 Type 2 Report” source
- ISO 27001 — “ISO 27001, 27018, 27701 Certificates” source
- ISO 42001 — “Intercom ISO 42001 Certificate” source
- GDPR — “GDPR CCPA” source
- HIPAA — “HIPAA Report” source
- Data kept in the EU — “USA or EU dependent upon customer's selected region” source
Pricing
- Starting price
- $19/user/mo
- Prices checked
- 2026-09-25
Essential
- $19 per seat/mo
- $39 per seat/mo
- From $0.99 per Fin outcome
- Fin for service, sales & ecommerce
- Messenger
- Shared inbox and ticketing system
- Pre-built reports
- Public help center
Advanced
- $85 per seat/mo
- $99 per seat/mo
- From $0.99 per Fin outcome
- Multiple team Inboxes
- Workflows automation builder
- Round robin assignment
- Private and multilingual Help Center
- Includes 20 free Lite seats
Expert
- $132 per seat/mo
- $139 per seat/mo
- From $0.99 per Fin outcome
- SSO & identity management
- HIPAA support
- Service level agreements (SLAs)
- Multibrand Messenger / Help Center
- Includes 50 free Lite seats
Fin AI Agent
Price on request
- Set up in under an hour on your current helpdesk
- Answers email, live chat, phone and more
- Customizable tone & answer length
- Takes action on external systems
- Hands off to agents in preferred Inbox