FFin AI Agent

Fin charges $0.99 each time it settles a customer’s problem and nothing when a conversation ends up with a person. The AI agent answers support questions across chat, email, phone and messaging apps, and its maker says it resolves 76% of queries on average. In 2026 Salesforce paid about $3.6 billion for the company behind it.

That company was called Intercom until May 2026, when it took the name of its agent. Intercom lives on as the name of its helpdesk software, but Fin does not require it. The agent also runs on top of Zendesk, Salesforce, Freshdesk and HubSpot.

How It Works

Fin draws on a company’s help center, documents and past answers, then replies in the channels a business already uses: web and mobile chat, email and web forms, WhatsApp, Facebook Messenger, Slack and phone calls through Fin Voice. For work that goes beyond answering questions, such as gathering details before passing a case to a specialist team, administrators write Procedures, step-by-step instructions the agent follows.

Since March 2026 the agent has run on Fin Apex, a model the company post-trained for support conversations. A second version is now live, and the vendor reports 8.6% more confirmed resolutions than the first. Fin passes a conversation to a person when the customer asks, shows frustration or trips an escalation rule. The company says most teams go live in under an hour.

Pricing

Billing is per outcome. An outcome is either a resolution, where the customer confirms the answer worked or leaves without asking for more help, or a Procedure that finishes with a planned handoff. Each costs $0.99, and a conversation counts once at most. Fin used with an existing helpdesk starts at $49 a month, which covers 50 resolutions; extra ones cost $0.99 each and unused ones expire at the end of the month. Minimum commitments apply, though the amounts are not published. A free trial is available for Fin on Zendesk, with no per-agent fees.

What to Watch Out For

Per-outcome pricing is simple to read but harder to budget, because a busy month costs more. A customer who goes quiet for 24 hours after Fin’s answer counts as resolved, so some billed conversations may simply have been abandoned. Fin’s sales qualification features work only inside Intercom. The 76% figure and the Apex benchmarks come from the company itself. Ownership is the other open question: Fin now sits inside Salesforce’s AI Labs next to Agentforce, and Salesforce’s announcements did not spell out long-term plans for customers on rival helpdesks.

Recent News

The company launched Fin Apex 1.0 on March 26, 2026, citing a 73.1% resolution rate in its own benchmarks. On May 12, Intercom renamed itself Fin. Salesforce agreed to buy Fin for about $3.6 billion on June 15 and completed the deal on September 10, 2026, adding more than 30,000 customer companies.