Intercom (Fin)
Helpdesk and messenger with Fin, an AI agent that resolves customer questions and charges per outcome.
Best for SaaS and scale ups wanting high resolution AI support
What it does
Intercom is a customer service platform that combines a helpdesk with an automated AI agent called Fin. You feed it existing company knowledge and workflows, and it resolves customer inquiries automatically or routes them to human representatives. It is designed for businesses and support teams wanting to handle customer service across channels like chat, email, and phone.
Read more: 5 features and how people use themShow less
-
Fin AI agent
Resolves customer questions across channels using your support content and executes multi step processes. It answers queries automatically and hands off conversations to human teammates when needed.
Use caseA support lead deploys Fin across chat and email to resolve routine customer inquiries without passing tickets to human agents.
From intercom.com -
Omnichannel shared inbox
Consolidates customer conversations and issues into a unified workspace for human agents and the automated agent. It provides shared context and customer records so teammates can collaborate on incoming issues.
Use caseA support representative reviews incoming customer issues and collaborate with teammates directly within the conversation thread.
From intercom.com · image from Intercom -
Copilot in the inbox
Acts as a personal assistant inside the inbox to help agents resolve conversations more quickly. It connects with existing team tools and takes care of administrative tasks automatically.
Use caseA customer service agent uses Copilot inside the inbox to handle administrative work and resolve a difficult ticket faster.
From intercom.com · image from Intercom -
Collaborative ticketing system
Organizes customer problems, tracker tickets, and back office team tasks in one central place. It keeps internal departments aligned while resolving broad issues and updating customers.
Use caseAn operations manager tracks a widespread service disruption and coordinates with back office staff to update affected customers.
From intercom.com · image from Intercom -
Centralized knowledge hub
Stores and manages documentation that supplies answers across customer self service, the AI agent, and human representatives. It tracks content performance reports to identify gaps.
Use caseA documentation specialist updates company policies in the knowledge hub to ensure accurate responses across help articles and automated chats.
From intercom.com · image from Intercom
Written from Intercom's own website, checked . Each feature links to the page it comes from; images are Intercom's own.
Every plan
| Plan | Monthly | Billed yearly | Per | What it includes |
|---|---|---|---|---|
| Essential | $39 | $29 | per seat | Fin from $0.99/outcome; messenger, shared inbox, ticketing, public help center |
| Advanced | $99 | $85 | per seat | 20 free Lite seats; multiple inboxes, workflow builder, multilingual help center |
| Expert | $139 | $132 | per seat | 50 free Lite seats; SSO, HIPAA support, SLAs, multibrand |
| Fin AI Agent (standalone) | Not listed | Not listed | per outcome | $0.99 per resolution, no seats needed; works with Zendesk, Salesforce, etc. |
From Intercom (Fin)'s own pricing page, checked . Prices are in US dollars per month; "billed yearly" is the monthly price when you pay for a year up front. A few figures (often the yearly price) are derived rather than printed on the page.
Before you pay
- Refunds
- If a resolved conversation is later reopened, the outcome charge is refunded.
- Card needed for the trial
- No
- Failed generations cost credits
- No
What Intercom says
If Fin can't answer or fails to perform an action, or if at any point the customer asks to speak to a human, you pay nothing.
Source page - HIPAA
- Yes (Expert plan)
- GDPR
- Yes
What Intercom says
For the purposes of the General Data Protection Regulation (or any successor or equivalent legislation in the UK) ("GDPR"), either Intercom R&D Unlimited Company, Intercom, Inc.
Source page - Discounts
- Startups save 93% with Early Stage for companies with under $10M raised and 15 employees or fewer.
What Intercom says
Startups save 93% with Early Stage Under $10M raised and 15 employees or fewer?
Source page
Only what Intercom's own pages state, with the quote behind each answer. Anything they don't publish is left out rather than guessed.
Getting started with Intercom
- Go to Settings > Subscription > Usage to view your usage overview.
- Click Set usage alerts and limits on the Fin outcomes card.
- Turn on Alerts, then enter the number of credits at which you'd like to be notified.
- Click Save changes.
Tips
- Review your billing contacts before setting up an alert, as all teammates listed will be notified via email when set levels are reached.
- Usage limits cannot be configured during your Fin trial period; you must wait until starting a paid subscription.
- A usage alert only notifies you when you hit a set threshold, whereas a hard limit pauses usage once reached.
Written from Intercom's own help pages: intercom.com/help/en/articles/8991894-how-to-...
Intercom video tutorials
Independent creators on YouTube, not Intercom or us. The video loads from YouTube only when you press play.
The free trial
Trial only: 14 day free trial, no card required (per third party Ringly); Fin resolutions unlimited during trial
Questions people ask about Intercom
How much does Intercom cost?
Paid plans start at $39 a month (Essential). 4 plans are listed above, from Intercom's own pricing page.
Is Intercom free?
There is a free trial but no free plan: 14 day free trial, no card required (per third party Ringly); Fin resolutions unlimited during trial.
Can I get a refund from Intercom?
If a resolved conversation is later reopened, the outcome charge is refunded. Source
Does Intercom charge credits for failed generations?
No, failed generations are not charged. Source
Is Intercom HIPAA compliant?
Yes (Expert plan) Source
Do I need a credit card to try Intercom?
No, you can start without a credit card. Source
Does Intercom have a student or other discount?
Startups save 93% with Early Stage for companies with under $10M raised and 15 employees or fewer. Source
Does Intercom have an API?
Yes.
How does Intercom pricing work?
Intercom pricing has two components: Seats (per teammate based on Essential, Advanced, or Expert) and Usage (paying for what you use, such as Fin outcomes or messaging channels). Source
How is Fin AI Agent priced?
Fin is priced at $0.99 per outcome, charged once per conversation. Source
Can I use Fin with my existing helpdesk?
Yes, Fin can be used with tools like Salesforce and others at $0.99 per outcome with a minimum monthly commitment and no seat costs. Source
Do I need a contract?
No, monthly or annual self serve plans are available for Essential and Advanced plans. Source
Works with
- Integrations
- Slack, Shopify, Github, Salesforce, Hubspot, Freshdesk, Calendly, Chili Piper, Google Meetings, Outlook
Where this came from
Plans, prices and limits were copied from Intercom (Fin)'s own pages and the other sources listed, then checked .
- intercom.com/pricing
- intercom.com/help/en/articles/8205718-fin-ai-agent-resolutions
- ringly.io/blog/intercom-pricing
- intercom.com/
- intercom.com/help/en/articles/8205718-fin-ai-agent-outcomes
- intercom.com/help/en/articles/8991894-how-to-see-and-manage-your-usage
- intercom.com/help/en/articles/13927077-how-to-train-fin-for-sales
- intercom.com/legal/privacy
- intercom.com/pricing/calculator
- intercom.com/legal/website-terms-of-use
- intercom.com/legal/cookie-policy
How we collect prices and rank tools · Is something wrong? Correct this listing
Others that do the same job
Zendesk AIzendesk.com
Enterprise helpdesk with AI agents billed per automated resolution plus Copilot for human agents.
- Green flag: No card for trial
Gorgiasgorgias.com
Ecommerce helpdesk priced by tickets, with an AI Agent that handles order questions automatically.
Tidio (Lyro)tidio.com
Live chat and helpdesk for small businesses with Lyro AI agent and automation Flows.
- Green flag: Free plan
- Green flag: No card for trial
- Red flag: Free plan watermark
Crispcrisp.chat
Omnichannel shared inbox and live chat with an AI agent priced per workspace, not per seat.
- Green flag: Free plan
- Green flag: No card for trial
- Green flag: Doesn't train on your data
- Red flag: Free plan watermark
Freshdesk (Freddy AI)freshworks.com/freshdesk
Ticketing helpdesk from Freshworks with Freddy AI Agent sessions and Copilot add on.
- Red flag: Credits reset monthly
SiteGPTsitegpt.ai
Creates an AI support chatbot trained on your website content and files.
- Green flag: Doesn't train on your data
- Red flag: Card needed for trial