Salesforce Agentforce vs Fin (Intercom)
Different on 4 of 12 scenarios. Month at 5,000 AI conversations, default mix: Salesforce Agentforce $9,002 to $10,002; Fin (Intercom) $3,367 to $3,614.
Salesforce Agentforce
Conversation (24-hour session) or action · $2.00 per conversation; or $500 per 100,000 Flex Credits, 20 credits per action
"A conversation is a 24-hour session of interaction between a customer and an agent. Every session is billed regardless of whether the issue was resolved." (Intercom article; Salesforce's own pricing page confirms $2 per conversation and $500 per 100,000 Flex Credits but does not define the session length.)
Intercom, "AI Agent Pricing: Cost of Customer Support AI Agents" (written by Fin's vendor about rivals), 2026-07-08 RIVAL-WRITTEN viewed 2026-11-10
Fin (Intercom)
Outcome · $0.99 per outcome
"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
Scenario by scenario
| Scenario | Salesforce Agentforce | Fin (Intercom) |
|---|---|---|
| S1 Answered, customer confirms it worked | BILLED "Every session is billed regardless of whether the issue was resolved. A deflected one-line FAQ counts the same as a complex multi-turn interaction." … | BILLED "Fin gives an AI answer and no further help is requested." → Resolution, Yes. (Intercom help scenario table) |
| S2 Answered, then 24 hours of silence | BILLED "Every session is billed regardless of whether the issue was resolved. A deflected one-line FAQ counts the same as a complex multi-turn interaction." … | BILLED "...exits the conversation without requesting further assistance (assumed resolution)." The 24-hour trigger for the assumed case is per Varley; Fin's … |
| S3 Customer says "I still need help" | BILLED "Every session is billed regardless of whether the issue was resolved. A deflected one-line FAQ counts the same as a complex multi-turn interaction." … | NOT BILLED "Standard workflow: Fin will hand over if ... a customer asks for human support ..." → Escalated, No. (Intercom help scenario table) |
| S4 Escalated by rule, human resolves | BILLED "Every session is billed regardless of whether the issue was resolved. A deflected one-line FAQ counts the same as a complex multi-turn interaction." … | NOT BILLED "Fin escalates due to workspace level guidance or escalation rules." → Escalated, No. |
| S5 Procedure ends in a hand-off | BILLED "Every session is billed regardless of whether the issue was resolved. A deflected one-line FAQ counts the same as a complex multi-turn interaction." … | BILLED "Fin handoffs to a human because of instructions you added in Procedure-specific guidance." → Procedure Handoff, Yes. |
| S6 Human steps in before the customer asks | BILLED "Every session is billed regardless of whether the issue was resolved. A deflected one-line FAQ counts the same as a complex multi-turn interaction." … | BILLED Customers who had not asked for a person first: "each reply counted as a Fin resolution" (Intercom forum case quoted by Varley). |
| S7 Follow-up question, AI answers again | BILLED "Every session is billed regardless of whether the issue was resolved. A deflected one-line FAQ counts the same as a complex multi-turn interaction." … | BILLED "A maximum of one outcome per conversation, regardless of how many questions the customer asks." |
| S8 Same issue returns within 72 hours | VERIFY A new 24-hour session if the customer returns after the window; "New session; no refund published." (DevRev) | 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 pa… |
| S9 Answer was wrong, customer leaves | BILLED "Every session is billed regardless of whether the issue was resolved. A deflected one-line FAQ counts the same as a complex multi-turn interaction." … | BILLED "A resolution is counted when ... the customer ... exits the conversation without requesting further assistance (assumed resolution)." A customer who … |
| S10 AI only looks up or acts | BILLED "Every session is billed regardless of whether the issue was resolved. A deflected one-line FAQ counts the same as a complex multi-turn interaction." … | BILLED "Fin gives an AI answer and no further help is requested." → Resolution, Yes. A completed Procedure counts the same way. |
| S11 Spam, test or bot message | DOCS SILENT Whether a spam message opens a billable session is not stated. | NOT BILLED "Fin determines a conversation is spam and routes it to the Spam view in your Inbox." → Spam, No. (Intercom help scenario table) |
| S12 Three questions in one chat | BILLED "Every session is billed regardless of whether the issue was resolved. A deflected one-line FAQ counts the same as a complex multi-turn interaction." … | BILLED Same rule: one outcome per conversation however many questions. |
Salesforce Agentforce: Unit: "$2 per conversation" or Flex Credits — now confirmed on Salesforce's own pricing page (2026-11-10) — vs "$2 per resolution, $0.10 per action, or $2 per conversation" and "two exchanges each way, no bad feedback" (DevRev). Salesforce's own page does not define the conversation session length or a resolution test.
Fin (Intercom): 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/).
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