Customer Service & Retention AI
Fin
Fin is an AI customer-service agent for support teams that need to use company knowledge to resolve recurring questions across channels while keeping a route to human agents. Fin can use help-center content and past support conversations, work with supported help desks, and route exceptions to a person. Answer quality therefore depends on current knowledge, configured policies, and a maintained human handoff.
- Platforms
- Shopify · Web · iOS · Android
Buying view: Fin is relevant when a support team wants an AI agent that can work across several customer-service channels and either sit beside an existing help desk or run with Intercom. Cost is tied to resolved conversations, while the quality of the knowledge, procedures, actions, and escalation rules still determines what can be automated safely.
Capabilities
Fin uses a company's approved support content, procedures, and connected actions to answer questions or complete supported service tasks across chat and other deployed channels. Its biggest advantage is the operating bridge around the AI agent: teams can define exact procedures, escalation guidance, and human ownership in the same Intercom service environment instead of treating automation as a separate bot.
What problem it addresses
Support organizations need an AI agent that can resolve requests it is authorized to handle across channels while following maintained knowledge, procedures, actions, and escalation rules.
How people use it
Answers questions across chat, email, WhatsApp, SMS, social, and voice using help-center and historical content. Procedures can take steps in external systems and hand complex or low-confidence cases to a person. Companion capabilities include Copilot, conversation topics, CX scoring, and an omnichannel inbox.
The team connects knowledge, adds procedures and actions, sets tone and escalation guidance, tests responses, and deploys Fin to selected channels.
Fin interprets the customer's request, uses approved knowledge or a procedure, and either resolves it or transfers it under the configured guidance.
What each module does and its role
Fin AI Agent
The AI agent resolves support queries across chat, email, WhatsApp, SMS, social media, and voice. It uses the support knowledge and policies available to the account, then routes requests needing judgment to a human agent.
Knowledge and tone controls
Tone and answer length are customizable, and knowledge is sourced from the help center and past conversations. Support leaders maintain those sources and response settings so the agent follows the current service policy.
Procedures and actions
Procedures give Fin an approved sequence for multi-step requests, while actions let those procedures read from or write to connected external systems. Teams define the instructions, conditions, confirmation points, and escalation behavior before Fin can complete the task for a customer.
AI Copilot
AI Copilot assists human agents in the inbox with drafting, summarizing, and next-best-action recommendations. The human agent remains responsible for the final reply while Copilot reduces preparation work inside the same conversation.
Proactive Support Plus
Proactive Support Plus supports outbound campaigns, product tours, surveys, and in-app messages. Teams use those surfaces to contact customers or guide them before a request enters the reactive support queue.
Omnichannel inbox
An omnichannel shared inbox unifies chat, email, and social interactions in one workspace. Agents review and continue those conversations from one queue instead of switching among separate channel tools.
CX analytics and scorecards
Real-time CX Score, AI Topics, and Custom Scorecards provide visibility into every conversation. Support leaders use the scores and topics to identify conversations for closer review and areas where coaching or policy changes may be needed.
Commercial plans
This table reflects the current public pricing surface checked on 2026-09-03. Each row keeps the plan's documented allowances, capabilities and separately priced add-ons together so the tiers can be compared without treating the headline price as the whole offer.
Fin AI Agent
| Product or sales surface | Scope | Public price and status |
|---|---|---|
| Fin with your current helpdesk | For adding Fin to an existing helpdesk such as Salesforce or HubSpot. Included plan entitlements
| $0.99 per outcome50 outcomes/month minimum |
| Fin with Intercom helpdesk | Combines Fin with Intercom's human-support workspace. Included plan entitlements
| From $0.99 per outcome+ $19/helpdesk seat/month |
| Pro add-on | For monitoring, evaluating and improving Fin performance. Included plan entitlements
| From $99/month |
| Copilot add-on | Personal AI assistance for human agents working in the inbox. Included plan entitlements
| $35/user/month |
| Early Stage Program | For eligible startups applying to Intercom's startup offer. Included plan entitlements
| Fin free for one year93% off Intercom |
Comparable tools: price and workflow
| Tool | Workflow difference | Official public price reference |
|---|---|---|
| Zendesk AI | Zendesk AI: Zendesk customer service plans with outcome-priced AI agents and enterprise controls. Fin: Intercom AI customer-service agent that can connect to an existing help desk and is priced per resolved outcome. | $19/agent/month, billed annually |
| Gorgias | Gorgias: Ecommerce helpdesk and AI Agent for support and shopping conversations. Fin: Intercom AI customer-service agent that can connect to an existing help desk and is priced per resolved outcome. | $10/month (50 tickets) |
| Tidio (Lyro AI) | Tidio (Lyro AI): Live chat, ticketing, proactive flows, and a Lyro AI agent for smaller support teams. Fin: Intercom AI customer-service agent that can connect to an existing help desk and is priced per resolved outcome. | 50 human conversations/month; 50 Lyro conversations once per account |
| Help Scout | Help Scout: Help Scout gives a support team a shared workspace for email, chat, and connected store context. Fin: Intercom AI customer-service agent that can connect to an existing help desk and is priced per resolved outcome. | $25/user/month |
| Freshdesk | Freshdesk: Freshdesk helps ecommerce teams organize customer questions, agent work, and service automation around a growing ecommerce operation. Fin: Intercom AI customer-service agent that can connect to an existing help desk and is priced per resolved outcome. | $0 |
Frequently asked questions
How does Fin fit into an ecommerce workflow?
The team connects help-center material and past conversations, defines procedures and external actions, and deploys Fin on the required channels. Fin answers or completes supported requests, while Copilot and the shared inbox assist people with cases that remain human-owned.
How is Fin priced?
The public price references shown here are Fin AI Agent (Standalone): $0.99/outcome; Essential + Fin: $29/seat/mo + $0.99/outcome; Advanced + Fin: $85/seat/mo + $0.99/outcome; Expert + Fin: $132/seat/mo + $0.99/outcome.
What is the key boundary to consider when using Fin?
Cost is tied to resolved conversations, while the quality of the knowledge, procedures, actions, and escalation rules still determines what can be automated safely.
Native connections
Deploy Fin against Freshdesk tickets and Freshchat conversations while Freshworks remains the system of record; no helpdesk migration is required.
Fin integrations: FreshdeskResolve HubSpot email tickets and live chats without migration, and read HubSpot contact and deal data to personalise support answers.
Fin integrations: HubSpotSources
Content checked: