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, nine purpose-built models covering language detection, summarization, retrieval, reranking, answer generation, multi-step procedure reasoning, feedback parsing and escalation routing, with Fin Apex 2.0, built on NVIDIA Nemotron 3 Super, 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 Service Cloud, Zendesk, HubSpot Service Hub, Freshdesk and Freshchat, and an API for deploying on any other helpdesk. Its connector library covers more than 50 apps, including Salesforce, HubSpot, Shopify, Stripe, Jira, Linear, GitHub and Snowflake, and lets Fin read and act in those systems, with a custom MCP option for anything else. The official Intercom MCP server exposes 14 tools over conversations, contacts and Help Center content for US and EU hosted workspaces, with additional tools for workspaces using Fin Operator, and the developer documentation links setup guides for Claude, Claude Code, Cursor, Devin Desktop and VS Code.
Pricing is in USD. Fin with an existing helpdesk costs $0.99 per outcome on a $49 monthly base plan that includes 50 outcomes, with no seat charges and no setup or integration fees, and is bought through the sales team. Fin with the Intercom helpdesk adds seats: Essential, Advanced and Expert list at $29, $85 and $132 per seat per month billed annually, or $39, $99 and $139 billed monthly, and new customers currently pay $19 a month billed annually or $29 billed monthly for Essential seats. The 14-day free trial needs no credit card. An outcome is a resolution or a completed Procedure handoff, charged once per conversation, and Fin for Sales qualifications and disqualifications are available only with the Intercom helpdesk. The Pro add-on, which includes the Operator agent, is $100 per month with 500 conversation analyses and 6,000 credits, and Copilot is $29 per agent per month billed annually or $35 billed monthly.
The $0.99 outcome rate does not include Intercom helpdesk seats, the Pro add-on or Copilot. Fin Voice is sold through the sales team at $1.99 per voice outcome, unused outcomes in the monthly base plan do not carry over, 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 Service Cloud, 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. Teams that want one shared inbox for WhatsApp, email, live chat, social and voice with an AI agent included on every plan should consider Trengo.
Current state Q4 2026: Fin 4 launched on October 7, 2026, adding Skills that let Fin work out how to solve a problem without a predefined process, Fin for Success for onboarding and re-engagement, Routines, Connections, Memory and Artifacts for the Operator agent, a second-generation Copilot, and Human in the Loop, which asks a teammate for a review, information or an approval during a conversation instead of escalating. Apex 2.0 replaced Apex 1.0 for every Fin customer the same day. 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'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.
