Intercom Fin

Intercom Fin is an AI customer agent from Fin, the company formerly named Intercom, which Salesforce acquired on 10 September 2026. Fin resolves customer questions end to end across live chat, email, voice, WhatsApp, SMS, Slack, Instagram and Facebook Messenger, and hands a conversation to a human when a configured Procedure or guidance rule calls for it. Answers come from the Fin CX Model Suite, seven purpose-built models covering language detection, summarization, retrieval, reranking, answer generation, feedback parsing and escalation routing, with Fin Apex 1.0 producing the final answer from the customer's own knowledge base. Fin reports a 76% average resolution rate across 12,000+ customers and over 2 million resolutions a week, and its published customer stories include Anthropic, Lightspeed, Rocket Money, Vanta and Clay. Fin runs inside the Intercom helpdesk or on top of an existing one, with documented integrations for Salesforce, Zendesk, HubSpot, Freshdesk and Freshchat, and support listed for Front, Dixa, Zoho, Sprinklr and Gorgias. Data connectors and MCP connectors let Fin read and act in other systems, with templates for Stripe, Shopify, Linear and Zapier plus a custom MCP option. The official Intercom MCP server exposes 14 tools over conversations, contacts and Help Center content for US and EU hosted workspaces, and the developer documentation links setup guides for Claude, Claude Code, Cursor, Windsurf and VS Code. Pricing is in USD. Fin with an existing helpdesk costs $0.99 per outcome with a 50-outcome monthly minimum, no seat charges and no setup or platform fees, and is bought through the sales team. Fin with the Intercom helpdesk adds seats: Essential, Advanced and Expert are $29, $85 and $132 per seat per month billed annually, or $39, $99 and $139 billed monthly, and the 14-day free trial needs no credit card. An outcome is a resolution, a completed Procedure handoff or a sales disqualification at $0.99, or a sales qualification at $9.99, charged once per conversation. The Pro add-on, which includes the Operator agent, starts at $99 per month, and Copilot is $35 per user per month. The $0.99 outcome rate does not include Intercom helpdesk seats, the Pro add-on or Copilot. Fin Voice is sold on a custom plan through the sales team, and sending health data requires a signed BAA, which every Fin workspace is eligible for. Intercom Fin suits support teams that want an AI agent billed per resolved outcome, either inside Intercom or on the helpdesk they already run. Teams that want to build deeply customized agents on the Salesforce platform should consider Salesforce Agentforce Service, and teams that need an open-source support agent they can self-host should consider ChatterMate. Teams that run their help desk inside the Zoho suite should consider Zoho Desk AI. Companies with a technical product whose developers need cited answers from documentation, code and community threads should consider kapa.ai. Current state Q3 2026: Salesforce completed its acquisition of Fin on 10 September 2026, and Fin continues to serve its customers within Salesforce alongside Salesforce Agentforce. The company renamed itself from Intercom to Fin in 2026, while the helpdesk product keeps the Intercom name. Fin Apex 1.0 is its first in-house answer model, and Fin's models are trained on de-identified data from past Fin interactions, excluding workspaces with a BAA, EU or AU hosted workspaces and customers previously granted an opt-out. The trust center lists SOC 2 Type II, ISO 27001, ISO 27018, ISO 27701, ISO 42001, HIPAA, HDS, CSA STAR and AIUC-1.