FILE 01
Fin (Intercom)
Outcome. $0.99 per outcome.
Viewed 2026-11-10. Price text found on the vendor page, 2026-11-10.
Definition, in their words
"A resolution is a type of outcome that is counted when, following Fin's last answer in a conversation, the customer either confirms the answer was satisfactory (confirmed resolution), or exits the conversation without requesting further assistance (assumed resolution)." Also billable: a Procedure handoff. "You're only charged for one outcome per conversation."
Intercom help, "Fin AI Agent outcomes" (scenario table: what is billed) OWN DOCS viewed 2026-11-10
Plans and prices
| Item | Price | Source |
|---|---|---|
| Fin outcome (any helpdesk) | $0.99 per outcome | Fin pricing page (fin.ai) OWN DOCS viewed 2026-11-10 |
| Intercom Essential seat | $29 a month billed annually, $39 monthly | Intercom, "Intercom Pricing" (Fin outcomes) OWN DOCS viewed 2026-11-10 |
| Advanced seat | $85 annual, $99 monthly | Intercom, "Intercom Pricing" (Fin outcomes) OWN DOCS viewed 2026-11-10 |
| Expert seat | $132 annual, $139 monthly | Intercom, "Intercom Pricing" (Fin outcomes) OWN DOCS viewed 2026-11-10 |
Where sources disagree
Intercom's page says outcomes are a resolution or a procedure hand-off; the Fin team's July comparison article calls the same unit "per resolution" and "end-to-end without human involvement" (see /changes/).
We show both sides and do not pick one.
Twelve scenarios, twelve verdicts
BILLED the vendor's text says it bills · NOT BILLED says it does not · VERIFY text is ambiguous, conflicts, or a vendor-side check decides · DOCS SILENT text we read does not say
| Scenario | Verdict | Excerpt | Source |
|---|---|---|---|
| S1 Answered, customer confirms it worked | BILLED | "Fin gives an AI answer and no further help is requested." → Resolution, Yes. (Intercom help scenario table) | Intercom help, "Fin AI Agent outcomes" (scenario table: what is billed) OWN DOCS viewed 2026-11-10 |
| S2 Answered, then 24 hours of silence | BILLED | "...exits the conversation without requesting further assistance (assumed resolution)." The 24-hour trigger for the assumed case is per Varley; Fin's help page as read does not state the window. (our reading) | Intercom help, "Fin AI Agent outcomes" (scenario table: what is billed) OWN DOCS viewed 2026-11-10 |
| S3 Customer says "I still need help" | NOT BILLED | "Standard workflow: Fin will hand over if ... a customer asks for human support ..." → Escalated, No. (Intercom help scenario table) | Intercom help, "Fin AI Agent outcomes" (scenario table: what is billed) OWN DOCS viewed 2026-11-10 |
| S4 Escalated by rule, human resolves | NOT BILLED | "Fin escalates due to workspace level guidance or escalation rules." → Escalated, No. | Intercom help, "Fin AI Agent outcomes" (scenario table: what is billed) OWN DOCS viewed 2026-11-10 |
| S5 Procedure ends in a hand-off | BILLED | "Fin handoffs to a human because of instructions you added in Procedure-specific guidance." → Procedure Handoff, Yes. | Intercom help, "Fin AI Agent outcomes" (scenario table: what is billed) OWN DOCS viewed 2026-11-10 |
| S6 Human steps in before the customer asks | BILLED | Customers who had not asked for a person first: "each reply counted as a Fin resolution" (Intercom forum case quoted by Varley). | Varley, "AI support billing" articles (Varley sells one of the vendors), read 2026-09-23 and 2026-11-04 RIVAL-WRITTEN viewed 2026-11-10 |
| S7 Follow-up question, AI answers again | BILLED | "A maximum of one outcome per conversation, regardless of how many questions the customer asks." | Intercom, "Intercom Pricing" (Fin outcomes) OWN DOCS viewed 2026-11-10 |
| S8 Same issue returns within 72 hours | DOCS SILENT | Varley and DevRev say the charge is deducted only if the customer returns to the same conversation; a new conversation is a new outcome. Intercom's page we read does not say. (our reading) | DevRev, "What counts as an autonomous resolution?" (DevRev sells a rival) RIVAL-WRITTEN viewed 2026-11-10 |
| S9 Answer was wrong, customer leaves | BILLED | "A resolution is counted when ... the customer ... exits the conversation without requesting further assistance (assumed resolution)." A customer who leaves after a wrong answer exits without requesting more help. | Intercom help, "Fin AI Agent outcomes" (scenario table: what is billed) OWN DOCS viewed 2026-11-10 |
| S10 AI only looks up or acts | BILLED | "Fin gives an AI answer and no further help is requested." → Resolution, Yes. A completed Procedure counts the same way. | Intercom help, "Fin AI Agent outcomes" (scenario table: what is billed) OWN DOCS viewed 2026-11-10 |
| S11 Spam, test or bot message | NOT BILLED | "Fin determines a conversation is spam and routes it to the Spam view in your Inbox." → Spam, No. (Intercom help scenario table) | Intercom help, "Fin AI Agent outcomes" (scenario table: what is billed) OWN DOCS viewed 2026-11-10 |
| S12 Three questions in one chat | BILLED | Same rule: one outcome per conversation however many questions. | Intercom, "Intercom Pricing" (Fin outcomes) OWN DOCS viewed 2026-11-10 |
Version history
- 2026-01-06 Help article titled "Fin AI Agent resolutions"; no mention of hand-offs (Internet Archive, via Varley). source
- 2026-03-12 Intercom's own notice dates the switch from "resolutions" to "outcomes", which can include procedure hand-offs (via Varley). source
- 2026-03-31 Earliest archive capture of the article describing procedure hand-offs as billable. source
- 2026-11-10 Sales qualification outcome listed at $9.99 on Intercom's pricing article. source
- 2026-11-10 Intercom help-centre scenario table read first-party: spam free, escalations free, procedure handoffs billed. The 24-hour assumed-resolution window is still only in third-party readings of the help centre. source
Same month, 5,000 AI conversations
$3,367 to $3,614 default mix; change it