Fin (Intercom) vs Help Scout (Envoy / AI Answers)
Different on 6 of 12 scenarios. Month at 5,000 AI conversations, default mix: Fin (Intercom) $3,367 to $3,614; Help Scout (Envoy / AI Answers) $1,613 to $2,401.
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
Help Scout (Envoy / AI Answers)
Resolution · $0.75 per resolution
"A resolution is a single conversation that is resolved by AI Answers without human assistance. ... counted only if the customer receives an AI response and doesn't use escalation, search the knowledge base, ask more questions, or indicate that they need more help."
Help Scout pricing page and FAQ OWN DOCS viewed 2026-11-10
Scenario by scenario
| Scenario | Fin (Intercom) | Help Scout (Envoy / AI Answers) |
|---|---|---|
| S1 Answered, customer confirms it worked | BILLED "Fin gives an AI answer and no further help is requested." → Resolution, Yes. (Intercom help scenario table) | BILLED Counted when the customer "doesn't use escalation, search the knowledge base, ask more questions, or indicate that they need more help." |
| 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 … | BILLED Silence satisfies the counted-only-if rule: no escalation, search, question or request for help. Our reading of the same text. |
| 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) | NOT BILLED "If a customer requests more help ... by selecting the 'I still need help' button, the conversation won't count as a resolution and you won't be charg… |
| S4 Escalated by rule, human resolves | NOT BILLED "Fin escalates due to workspace level guidance or escalation rules." → Escalated, No. | NOT BILLED "Resolved by AI Answers without human assistance." |
| 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. | NOT BILLED A hand-off is human assistance: "without human assistance." |
| 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). | NOT BILLED "Without human assistance." |
| S7 Follow-up question, AI answers again | BILLED "A maximum of one outcome per conversation, regardless of how many questions the customer asks." | NOT BILLED Not a resolution if the customer will "ask more questions". |
| 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 pa… | DOCS SILENT Not addressed in the sources we read. |
| 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 … | BILLED Rests on the customer not asking again (Varley): a frustrated customer who leaves is not distinguished. |
| 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. | DOCS SILENT Not addressed in the sources we read. |
| 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) | DOCS SILENT Not addressed in the sources we read. |
| S12 Three questions in one chat | BILLED Same rule: one outcome per conversation however many questions. | VERIFY "You'll only be charged for one resolution per conversation, even if AI Answers responds to multiple questions." but "ask more questions" voids the re… |
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