---
title: Fin review
category: Customer support
canonical: https://bestaiagent.org/customer-support/intercom-fin
score: 8.3
updated: 2026-10-08
---

# Fin review

**8.3/10 · Excellent · #3 of 12 in customer support**

Outcome-priced AI customer agent that resolves and acts on support conversations across chat, email and voice.

> Intercom renamed itself Fin on May 12, 2026 [4], and Salesforce completed its roughly $3.6 billion acquisition of the company on September 10, 2026 [5][6].

## Verdict
Buy Fin if you want a proven AI agent with a public $0.99 outcome price that runs on Intercom or on the helpdesk you already use [2]. The catch: procedure handoffs also bill as outcomes, voice is quote-only, and the company now belongs to Salesforce [2][6].

**Good fit if you are:** Teams on Intercom that want AI and human support in one tool; Support teams on Salesforce, HubSpot or Zendesk adding an AI agent without switching helpdesks; High-volume B2C and SaaS support with clear policies to automate

**Look elsewhere if you are:** Buyers who need a published price for voice automation; Teams that want a vendor independent of the big CRM suites; Teams that need spend fixed in advance rather than billed per outcome

## Pros
- Public $0.99 price per outcome, charged at most once per conversation, with no seat, setup or platform fees on other helpdesks [2].
- Procedures and data connectors let Fin issue refunds, cancel orders and update accounts in Shopify, Stripe, Salesforce and custom backends [13].
- Evals and Releases let teams test changes, ramp traffic gradually, A/B test and roll back in one step [16].
- Runs natively on Intercom or on top of Salesforce, HubSpot, Zendesk, Freshworks, Front, Gorgias and others [2][14].
- Broad compliance: SOC 2 Type II, ISO 27001, ISO 42001, HIPAA and hosting in the US, EU or Australia [10].

## Cons
- Procedure handoffs count as billable outcomes, and sales qualifications cost $9.99 each [2].
- Fin Voice is custom-priced and offered only to select customers through sales [2].
- Quality tools such as Monitors, AI Topics and custom scorecards sit in the Pro add-on, from $100 a month [2].
- Fin may use anonymized customer data to fine-tune its models unless you opt out [10].
- Ownership moved to Salesforce in September 2026, which plans to fold Fin's technology into Agentforce [6][8].

## Scores
| Criterion | Weight | Level | Why |
|---|---|---|---|
| Independent tests | 30% | 3/5 | 8 of 14, 66/100 on the G2 Customer Experience agent evaluations [22]. |
| What it can do | 20% | 5/5 | Fin takes actions in Shopify, Stripe and Salesforce through Procedures and data connectors [13], covers chat, email, voice, SMS, WhatsApp and social [2], and answers in 45+ languages [12]. |
| Pricing | 15% | 4/5 | The $0.99 outcome price is public [2], but other helpdesks carry a 50-outcome monthly minimum, the Intercom helpdesk needs paid seats [3], and Fin Voice is quote-only [2]. |
| Control | 15% | 5/5 | Simulations and Evals test changes before launch, Releases add staged rollout and rollback [16], Guidance sets policies [2], and handoff rules and CX Score dashboards are configurable [15]. |
| Security and data | 10% | 4/5 | SOC 2 Type II, ISO 27001, ISO 42001, HIPAA and US, EU or Australian hosting are in place, but Fin may fine-tune on anonymized customer data unless you opt out [10]. |
| Customer evidence | 10% | 5/5 | Fin holds 4.5 stars from about 3,900 G2 reviews [19] and publishes named customer results from Anthropic, Rocket Money and others [18]. |

## What Fin is
Fin is an AI customer agent that resolves support conversations end to end across chat, email, voice, SMS, WhatsApp, social and Slack [2]. It runs natively inside the Intercom helpdesk or on top of other helpdesks such as Salesforce, HubSpot and Zendesk [2][14].

The company behind it renamed itself from Intercom to Fin on May 12, 2026; Intercom lives on as the name of its helpdesk [4]. Salesforce agreed to buy Fin for about $3.6 billion in June [5][8] and closed the deal on September 10, 2026 [6]. Fin now sits in Salesforce's AI Labs, Eoghan McCabe stays on as CEO [6][7], and Salesforce pitches it as a fast-to-deploy complement to Agentforce [5][9].

## What it can do
Teams train Fin on help content, policies and Guidance, then add Procedures: multi-step workflows that mix plain-language instructions with data connectors to systems such as Shopify, Stripe, Salesforce and Jira [2][13]. That lets Fin check an order, process a refund or cancellation, update account details and verify identity before acting [13]. Fin answers in 45+ languages and can translate content in real time, so you maintain one language [12].

Before launch, Simulations replay realistic conversations against your setup [15]. Evals score them pass or fail, and Releases bundle changes so you can ramp traffic gradually, run an A/B test or roll back in one step [16]. When Fin can't help, it hands off to your team in the inbox you already use [2]. Dashboards track resolution rate and CX Score, with deeper quality tools in the Pro add-on [2][15].

## Pricing
Fin charges $0.99 per outcome, at most once per conversation [2]. An outcome is a resolution (no further help requested after Fin's last answer), a Procedure that ends in a configured handoff, or a sales disqualification or self-serve routing; sales qualifications cost $9.99 [2]. Plain handoffs with no outcome are free [2]. On another helpdesk there are no seat or platform fees, but a 50-outcome monthly minimum applies [2][3]. On the Intercom helpdesk you also pay for seats: $29, $85 or $132 per seat per month on annual billing [3]. The Pro add-on starts at $100 a month, Copilot costs $29 to $35 per agent, and Fin Voice is custom-priced [2][3]. At 1,000 outcomes a month, Fin alone costs about $990.

- **Fin on your current helpdesk:** $0.99 per outcome (Fin on Salesforce, HubSpot, Zendesk and other helpdesks; unlimited teammates; no seat, setup or platform fees; 50 outcomes per month minimum)
- **Fin + Intercom Essential:** $0.99 per outcome + $29 per seat/month (annual) (Intercom inbox and ticketing, Messenger, help center, pre-built reports)
- **Fin + Intercom Advanced:** $0.99 per outcome + $85 per seat/month (annual) (Workflows automation, multiple inboxes, multilingual help center, 20 free Lite seats)
- **Fin + Intercom Expert:** $0.99 per outcome + $132 per seat/month (annual) (SSO, HIPAA support, SLAs, multibrand Messenger and help center, 50 free Lite seats)
- **Pro add-on:** From $100/month (Operator agent, CX Score, AI Topics, Trends, Monitors, custom AI scorecards, incident detection; 500 analyzed conversations and 6,000 credits a month)
- **Fin Voice:** Custom pricing (Phone automation for select customers via sales)

## Security and data
Fin holds SOC 2 Type II, ISO 27001, ISO 27018, ISO 27701 and ISO 42001, carries AIUC-1 certification for the agent, and supports HIPAA, GDPR and CCPA [10][11]. Data can be hosted in the US, EU or Australia [10]. Fin routes work across OpenAI, Anthropic, Google and its own models; third-party providers are contractually barred from training on your data and run under zero data retention [10]. Fin itself can use anonymized customer data to fine-tune its models; you can opt out, and data is deleted within 30 days [10]. HIPAA support is part of Intercom's Expert plan [3].

## What customers say
Fin is one of the most reviewed AI agents. It holds 4.5 stars from roughly 3,900 G2 reviews [19] and 4.5 from 23 Gartner Peer Insights ratings [21]; the wider Intercom suite scores 4.5 from about 1,100 Capterra reviews [20]. Reviewers praise fast, accurate answers and ease of use, while some cite limited customization and pricing complexity [19][20]. Named customers include Anthropic, Rocket Money, Lightspeed, Vanta and Personio, each with published resolution figures [18].

G2's hands-on evaluation is less flattering: Fin scored 66 out of 100, eighth of 14, with the lowest response accuracy of any agent G2 tested itself, at 55% [22].

## Sources
1. [Fin. The highest performing Customer Agent](https://fin.ai/) — Fin, accessed 2026-10-08
2. [Fin AI Agent Pricing](https://fin.ai/pricing) — Fin, accessed 2026-10-08
3. [Intercom Pricing: Plans for every team size](https://www.intercom.com/pricing) — Fin (Intercom), accessed 2026-10-08
4. [Today Intercom becomes Fin](https://www.intercom.com/blog/today-intercom-becomes-fin) — The Intercom Blog, accessed 2026-10-08
5. [Salesforce Signs Definitive Agreement to Acquire Fin](https://www.salesforce.com/news/press-releases/2026/06/15/salesforce-signs-definitive-agreement-to-acquire-fin/) — Salesforce, accessed 2026-10-08
6. [Salesforce Completes Acquisition of Fin](https://www.salesforce.com/news/press-releases/2026/09/10/salesforce-completes-acquisition-of-fin/) — Salesforce, accessed 2026-10-08
7. [Salesforce completes acquisition of Fin](https://fin.ai/blog/salesforce-completes-acquisition-of-fin) — Fin, accessed 2026-10-08
8. [Salesforce acquires AI customer service platform Fin for $3.6B](https://techcrunch.com/2026/06/15/salesforce-acquires-ai-customer-service-platform-fin-for-3-6b/) — TechCrunch, accessed 2026-10-08
9. [Salesforce's $3.6BN Fin Acquisition Aims to Boost Agentforce AI Strategy](https://www.cxtoday.com/crm/salesforces-3-6bn-fin-acquisition-aims-to-boost-agentforce-ai-strategy/) — CX Today, accessed 2026-10-08
10. [Safe AI, built on partnership (Trust & Reliability)](https://www.fin.ai/trust-reliability) — Fin, accessed 2026-10-08
11. [Security & Trust](https://www.intercom.com/en/security) — Fin (Intercom), accessed 2026-10-08
12. [Use Fin AI Agent in multiple languages](https://fin.ai/help/en/articles/13975804-use-fin-ai-agent-in-multiple-languages) — Fin Help Center, accessed 2026-10-08
13. [Fin Procedures and Data connectors explained](https://fin.ai/help/en/articles/13976198-fin-procedures-and-data-connectors-explained) — Fin Help Center, accessed 2026-10-08
14. [Fin for Zendesk Messaging setup](https://fin.ai/help/en/articles/13975752-fin-for-zendesk-messaging-setup) — Fin Help Center, accessed 2026-10-08
15. [Fin AI Agent explained](https://fin.ai/help/en/articles/13975995-fin-ai-agent-explained) — Fin Help Center, accessed 2026-10-08
16. [Announcing Evals and Releases: Evaluate Fin before, during, and after you go live](https://www.intercom.com/blog/announcing-evals-and-releases/) — The Intercom Blog, accessed 2026-10-08
17. [The latest updates from Fin](https://fin.ai/updates) — Fin, accessed 2026-10-08
18. [Fin customers](https://fin.ai/customers) — Fin, accessed 2026-10-08
19. [Fin Reviews](https://www.g2.com/products/fin/reviews) — G2, accessed 2026-10-08
20. [Intercom Reviews](https://www.capterra.com/p/134347/Intercom/reviews/) — Capterra, accessed 2026-10-08
21. [Fin AI Agent Reviews](https://www.gartner.com/reviews/product/fin-ai-agent) — Gartner Peer Insights, accessed 2026-10-08
22. [Customer Experience Agent Evaluations](https://ai.g2.com/evaluations/customer-experience) — G2, accessed 2026-10-08