tools
Intercom Fin - AI Customer Service Agent
Intercom Fin autonomously resolves up to 50% of support queries using your documentation. AI-powered customer service with seamless human agent handoff.
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
- Make changes to Fin with confidence using Releases
Releases lets you manage changes to Fin before they go live.
- Fin Evals: Test every change to Fin before it reaches customers
Fin Evals is available to every Fin customer for testing realistic, multi-turn conversations before changes reach customers.
- See every attachment in one place
Browse conversation photos, videos, and files in the Messenger attachments gallery.
- Clear your mentions in one go
Clear mentions in bulk from the Mentions inbox.
- Let Fin Handle Order and Product Questions in Shopify, WooCommerce and BigCommerce
Fin can handle order and product questions in Shopify, WooCommerce, and BigCommerce.
Capabilities
- Writes and edits — “Fin generates content updates to improve answers.” source
- Automations — “building automation” source
- AI agents — “Our operations agent, Operator, does the improvement work for you” source
- Connects your apps — “Connect the systems you already use, including Slack, Shopify, Stripe and many more.” source
- Single sign-on — “SSO & identity management” 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
- 2026-10-24
Essential
- $29 per seat/mo
- $19 per seat/mo
- $0.99 per outcome
- Messenger live chat
- Shared inbox and ticketing system
- Pre-built reports
- Public help center
- Basic automation
Advanced
- $99 per seat/mo
- $85 per seat/mo
- $0.99 per outcome
- Workflow automation builder
- Multiple team Inboxes
- Round robin assignment
- Private and multilingual Help Center
- Includes 20 free Lite seats
Expert
- $139 per seat/mo
- $132 per seat/mo
- $0.99 per 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
- Works with most helpdesks
- Set up in under an hour
- Learns your support content
- Answers across all channels
- Transfers to agents in inbox